Helping participants and their families make confident decisions.
The most successful organisations recognise that signing up participants requires more than providing information. It requires clear communication, empathy and the ability to guide people through complex choices.
Here are three communication approaches that can make a significant difference.
1. Start with Understanding, Not Explanation
When families first reach out, they are often anxious, uncertain or under pressure to make decisions quickly. Before explaining services or processes, take the time to understand their situation. Questions such as “Tell me a little about what’s happening for your family at the moment” allow people to share their concerns and priorities. When clients feel heard, they are far more receptive to guidance.
What is currently happening:
Families are reaching out and the ‘Sales professional’ (often Intake Team) are either Sales or they are Not sales. If they are Sales they might end up ‘selling AT’ to get their ‘sign up’s up, over promising i.e. yes, you can have someone come out at 6.30pm to do that task.
Or, what I’m seeing more of – they are still steeped in aged care legacy, being overly empathetic and helpful but not activity finding out enough, reading signals or navigating the call to a desired outcome for the participant.
2. Simplify the System
The supported housing system can feel complex for those encountering it for the first time. Directors and frontline teams who can explain processes and manage expectations clearly — funding pathways, wait times, care options and next steps — immediately build credibility. Avoid industry jargon and focus on practical guidance that helps clients understand the steps.
Ensure that you are not just ‘information transfer’ i.e. sharing this information without ensuring they know you (name) and your organisation. Otherwise, you might be seen as an extension of ‘My Aged Care’, great at educating but the caller doesn’t know who you are or why they should sign up with you. After 3 calls to different providers, they can’t remember who you are.
Instead ensure you stand out for the right reasons, anchor your name with them, and guide the next steps. i.e. “Frank lets summarise where we are at… you were after these services….. this is what’s going to happen next……I’ll call you again tomorrow, when your daughter is over and we’ll shake out that service together…..Ok Frank, so I look forward to tomorrow, I’m Sandra from Smarter Support at Home, speak tomorrow between 10 – 11am”
3. Guide Decision-Making with Confidence
Families are not always looking for more information; being a great consultant is about reading the signals. I often see way too much information shared, not recognising the person isn’t at the same pace (they haven’t kept up) and now they are overwhelmed. At this point either they are being very clear with their feedback ‘I’m a big overwhelmed here’ or ‘It’s a lot to take in’ other times its less subtly and may show itself in someone who was chatting and actively involved in a conversation to now being withdrawn. Whichever it is, our role is to constantly read moment by moment where the person is at and ensure that they are ‘onboard’ and it makes sense.
Focus on being present, really listening to their situation. It could be they are looking for reassurance that they are making the right decision. Being able to confidently explain how your services support independence, wellbeing and quality of life and crucially how it helps that person – creating a positive picture of their future life helps clients feel more comfortable assured moving forward.
Supported housing organisations that communicate in this way do attract clients that convert. They build trust, reduce uncertainty and position themselves as trusted partners in what is often a significant life transition.
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