Building Trust from Day One

Will, EnableUs Community

Alright, everyone, welcome back to The EnableUs Community Podcast! It’s Will here, with Winter joining me, and today we’re diving into, well, a topic that’s sort of the heartbeat of all good onboarding—building trust right from that first hello. If you’ve been following our series, you’ll know we keep coming back to trust as this foundation, whether we’re talking about consent, support agreements, or even cultural safety. But today, it’s all about how you show up in that very first session, yeah?

Winter, EnableUs Community

Exactly, Will. You nailed it. You can have all the compliance boxes ticked and the best digital tools—but if the participant feels you’re distracted or just treating them as a number, everything else kind of falls flat. Presence is absolutely everything. And by presence, I mean not just listening to what they’re saying but being fully tuned into them—eye contact, putting away your phone, leaning in a bit, all those things that tell someone you’re right there with them.

Will, EnableUs Community

Yeah, and it’s that thing where people can tell if you’re zoning out—even if you’re just mentally prepping your next question, they pick up on it, you know? I remember early on, I had a participant who was big into bushwalking—like, every session it’d come up. Once, I made this small comment about a local trail, and wow, the conversation totally shifted. Suddenly they opened up about planning a walk with their support worker, and we started chatting like people, not just provider and participant. It seems small, but those moments can reaaaally shift the whole relationship.

Winter, EnableUs Community

I love that example—because it’s not about making small talk just to fill gaps. It’s about honestly caring who they are outside their NDIS plan. And then you get this feedback loop, don’t you? When you remember someone’s hobby, or check in about that story they told last time, it’s like proof that you see them as more than just a file or a set of goals.

Will, EnableUs Community

Totally. And look, transparency in that very first session—that’s massive too. It goes beyond just the nice intro stuff. Like, if you’re jotting down notes, say why. I literally just say, “Hey, I’m writing this down so I won’t miss anything important you mention.” People want to know how their info’s being used. And prices, service steps, next sessions... you’ve gotta lay it out upfront, so there are no weird surprises later.

Winter, EnableUs Community

Yeah, and if you’re sharing information with anyone else on the team, you get their consent upfront and explain the process. Walking people through the ‘why’ of every step sounds like a lot, but from what I’ve seen, it actually puts folks at ease. They know they’re not just being shuffled through a system—they’re actively included in each decision.

Will, EnableUs Community

Exactly. Building trust is all those little choices, right from day one. Which, by the way, is something we’ve talked about back in—from memory, Episode 5? That good intake isn’t just ticking boxes, it’s the first step in showing respect. Alright, let’s keep rolling—

Winter, EnableUs Community

This brings up that next piece I think trips up a lot of new providers—how do you show you know your stuff, but not come across as, like, an encyclopedia wearing a badge? Confidence is important…and so is humility!

Will, EnableUs Community

Oh, 100 percent. We’ve all met people who can rattle off their credentials but, ah, if you actually asked what that means for you, there’s kind of a blank stare! You want to share your training, yeah—but it has to come out naturally. I usually weave it into conversation—like, “With my background in disability support, I’ve seen a couple of strategies that might fit—but let’s see what feels right for you first.”

Winter, EnableUs Community

And the flip side is—you never want to pretend you know more than you do. I actually had a participant ask a really technical question once about NDIS funding categories. I could’ve bluffed it, but instead I just said, “Look, I’m not 100% sure on that detail, but I can check and get back to you, or link you up with someone who’s across that area.” Afterwards, they told me that honesty made them trust me more, not less. So, if you don’t know, it’s fine—just own it!

Will, EnableUs Community

There’s real power in saying “I don’t know,” I reckon. It’s authentic, isn’t it? And as long as you follow it up—actually get the answer or connect them to someone who does—that’s what matters. That whole “fake it til you make it” stuff just doesn’t fly when people’s lives are involved.

Winter, EnableUs Community

Absolutely. Boundaries are part of this picture too—not just what you know, but what you can commit to. Let’s be real, people notice if you say “I’ll call you tomorrow” and then don’t follow through. Or if you end a session ten minutes early, it chips away at trust. But if you set your availability and stick to it—arrive on time, end on time, return messages when you’ve said you will—people notice that as well, and it strengthens the relationship.

Will, EnableUs Community

Spot on. And when something comes up and you can’t do what you promised, just communicate it honestly. “Sorry I missed your call, I’m on-site today but I’ll catch you tomorrow.” Little bits of reliability, stacked up, that’s how people start really believing you’re there for them.

Winter, EnableUs Community

And that’s what we’re all here to do, right? Help folks feel confident that yes, you know what you’re doing, but you’re not pretending to be perfect or above them. That’s real, person-centred support.

Will, EnableUs Community

So, the last bit for today—the safety piece. It’s both physical and emotional. First sessions can be nerve-wracking for participants, sometimes for providers too! I mean, half the people I meet are way more worried about the environment than anything else: Is it private? Is there a comfy chair? Do they need a glass of water, or a little break?

Winter, EnableUs Community

Exactly. And it’s really important you let them know it’s their space too. They can ask for the blinds down, ask to move seats—anything that makes them comfortable is fair game. But emotional safety can be even bigger. If someone’s anxious, or not sure how it’s meant to work, normalizing that helps so much. Saying, “It’s completely normal to feel nervous about starting something new” gives them permission to feel however they’re feeling—without shame or pressure to perform.

Will, EnableUs Community

Yeah, and on that—if they share something tough, don’t jump to fix it or gloss over it. Just listen, thank them for trusting you, and, if it’s appropriate, show a little vulnerability yourself. Like, “I’d be a bit anxious too in your shoes.” No need to overdo it, you just want to show you get where they’re coming from. That kind of empathy lays the groundwork for honest feedback down the track.

Winter, EnableUs Community

And that’s the last step: actually ask for feedback about working together after the first session. “How did that feel for you?” or “Anything I could do differently next time?” It’s called metacommunication, and it gives people a way to raise concerns before they turn into bigger problems—or to tell you what’s really working for them. I’ve found that even just asking those questions earns a lot of trust, even if folks don’t have feedback straight away. It proves you’re open to learning and want to make it work for them.

Will, EnableUs Community

Totally. I reckon that’s the real magic—when people feel safe enough to be honest, you’re off to the best possible start. So, to wrap up, presence, transparency, balance with boundaries, and being open to feedback—that’s the recipe. We’ve covered a lot, and if you haven’t already, check out previous episodes for more about consent, agreements, and getting those first sessions just right. Winter, always a pleasure—

Winter, EnableUs Community

Same to you, Will. Thanks everyone for joining us on The EnableUs Community Podcast. We’ll catch you next time, and until then, keep building trust—one session at a time. Bye!

Will, EnableUs Community

See ya!