How to Run an Intake that Builds Trust

Setting the Stage for Trust

Will, EnableUs Community: Hey everyone, welcome back to Onboarding Participants. I’m Will, and I’m here with Winter. Today we’re diving into how to run an intake that actually builds trust, not just ticks boxes.

Winter, EnableUs Community: Hi folks! I’m Winter. This is such a big topic, Will. I mean, the intake meeting is usually the first real interaction a participant has with a provider, right? It’s not just paperwork—it’s the start of a relationship.

Will, EnableUs Community: Yeah, absolutely. And honestly, I remember my first few months as a support coordinator, I had this one participant—let’s call her Maria—who was so nervous she barely made eye contact. But just taking a minute to say, “Hey Maria, I’m really glad you’re here,” and offering her a cuppa, it changed everything. She relaxed, started opening up, and by the end, she was actually smiling. That stuck with me. It’s wild how much a warm welcome matters.

Winter, EnableUs Community: That’s such a good example. I think sometimes providers get caught up in the admin side and forget that the person in front of them might be feeling anxious or even overwhelmed. Whether it’s in-person or online, that first impression really sets the tone for everything that follows.

Will, EnableUs Community: Yeah, and it’s not just about being friendly, either. It’s about making sure the environment feels safe and comfortable. Like, if you’re meeting online, check if they’re okay with the tech, or if they need a minute to settle in. And if there’s a family member or support person there, acknowledge them, but always keep the focus on the participant. They’re the decision-maker.

Winter, EnableUs Community: Exactly. And I think even little things—like using their name, or just asking if they need a glass of water—can make a huge difference. It’s about showing respect and that you’re genuinely interested in them, not just their paperwork.

Will, EnableUs Community: Totally. And, I mean, if you get that first impression right, it’s so much easier to build trust and have those honest conversations down the track. If you don’t, it’s an uphill battle from the start.

Collaborative Intake in Action

Winter, EnableUs Community: So, let’s talk about what actually makes an intake collaborative. I reckon it starts before the meeting even happens. Like, reviewing referral notes, pre-filling forms—just being prepared so you’re not wasting their time with stuff you could’ve sorted already.

Will, EnableUs Community: Yeah, and sending out key documents ahead of time, too. Things like the intake form, service agreement, maybe a welcome pack. It just helps people know what to expect, and they’re not blindsided by a stack of paperwork.

Winter, EnableUs Community: Right. And when you actually get to the meeting, don’t just dive straight into the forms. I like to start with questions that are about them as a person, not just a participant. So, maybe something like, “Tell me a bit about yourself and what you’re hoping to get from this support?” Or, “What’s worked for you in the past?”

Will, EnableUs Community: Yeah, that’s so much better than, “Let’s fill out this form.” It’s about building a partnership, not just collecting data. And you can pick up on things like their communication preferences, or if there’s any cultural or religious stuff you should be aware of. Actually, Winter, do you wanna do a quick role-play of how you’d start that conversation?

Winter, EnableUs Community: Sure, let’s give it a go. So, I’d say, “Hi, thanks so much for meeting with me today. Before we get into the paperwork, I’d love to hear a bit about what’s important to you, or anything you’d like me to know about how you like to work with people?” And then I’d just listen. Sometimes people share things you’d never think to ask about—like, maybe they prefer written communication, or there’s a cultural practice that’s really important to them.

Will, EnableUs Community: Yeah, and sometimes you find out stuff that changes how you approach the whole plan. Like, maybe they’ve had a bad experience before, or there’s a family dynamic you need to be sensitive to. I always ask, “Is there anything that would make you feel more comfortable during our meetings?” It’s a small thing, but it shows you care.

Winter, EnableUs Community: And if the meeting’s dragging on, offer a break! It’s not a race. The goal is to make sure they feel heard and understood, not just processed.

Clarity, Consent, and Next Steps

Will, EnableUs Community: Alright, so you’ve built that connection, you’ve worked through the forms together—now comes the part that can trip people up: explaining the service agreement and next steps. I always try to use plain language, like, “Here’s what’s included in your plan, here’s how much it costs, and here’s what to do if you ever want to change something or make a complaint.” No jargon, just straight talk.

Winter, EnableUs Community: Yeah, and I think it’s important to check in as you go. Like, “Is there anything I can explain better?” or “Does this make sense so far?” I heard about a provider who started outlining timelines and follow-up steps really clearly after intake—like, “We’ll send you your roster by Friday, and your services start next week.” Their participant satisfaction went way up, just because people knew what to expect.

Will, EnableUs Community: That’s such a good point. People feel way more confident when they know what’s coming next. And before you wrap up, always confirm consent—either verbally or in writing. And reassure them it’s totally fine to ask for more time or more info if they need it. It’s their plan, after all.

Winter, EnableUs Community: Yeah, and I always end by thanking them for their time and openness, and just reminding them that their voice matters. Like, “If you think of any questions later, just reach out. We’re here to support you.” It’s about leaving the door open for ongoing trust, not just ticking off a meeting.

Will, EnableUs Community: And don’t forget the follow-up! A quick call or email within a day or two makes a huge difference. It shows you’re keeping your promises and you actually care about their experience.

Winter, EnableUs Community: Exactly. So, to wrap up—if you focus on clarity, respect, and collaboration from day one, you’re setting up a partnership that lasts. That’s what good onboarding is all about.

Will, EnableUs Community: Couldn’t have said it better. Thanks for tuning in, everyone. We’ll be back next time with more tips and stories to help you master onboarding in the NDIS world.

Winter, EnableUs Community: Thanks, Will. And thanks to everyone listening. Catch you next episode!

Will, EnableUs Community: See ya, Winter. Bye everyone!