Breaking Down Your Agreement for Low-Literacy Clients

Will, EnableUs Community

Hey everyone, welcome back to Onboarding Participants. I’m Will, and as always, I’m joined by Winter. Today we’re diving into something that honestly comes up way more than people realise—making service agreements actually understandable, especially for folks with low literacy or different language backgrounds.

Winter, EnableUs Community

Yeah, hi everyone! This is such an important topic. I mean, we’ve talked before about how clear communication builds trust—like in our episode on service agreements and that one about welcome packs. But honestly, even the best intentions can get lost if the agreement itself is just... well, a wall of text, right?

Will, EnableUs Community

Totally. I’ve seen so many agreements that are just packed with legal jargon, long paragraphs, and, like, terms that even I have to Google sometimes. And if you’re a participant who’s already feeling a bit nervous or maybe English isn’t your first language, it’s just—yeah, it’s a lot.

Winter, EnableUs Community

And it’s not just the language, either. Sometimes there’s no visual support at all. No icons, no diagrams, nothing to break things up. It’s just... words. And for people who learn better visually, or who might struggle with reading, that’s a huge barrier.

Will, EnableUs Community

Yeah, I remember this one participant—let’s call her Maria. She’d been given this massive document, like, twenty pages, and she just kind of shut down. But then her provider sat down with her and actually drew out a flowchart of how the services would work, and suddenly it all clicked. She went from feeling overwhelmed to actually asking questions and making choices. It was such a good reminder that, you know, it’s not about dumbing things down, it’s about making sure everyone’s got a fair shot at understanding.

Winter, EnableUs Community

Exactly. And when you think about it, if someone can’t understand what they’re agreeing to, it’s not really consent, is it? It’s just... compliance. And that’s not what we want in person-centred care.

Will, EnableUs Community

So, let’s talk about what actually works. First up—plain language. I know it sounds obvious, but swapping out those legal phrases for everyday words makes a massive difference. Like, instead of “prior to commencement of services,” just say “before we start.”

Winter, EnableUs Community

Yeah, and short sentences! I mean, those long, winding paragraphs just lose people. Bullet points are your friend. If you can break something down into a list, do it. It’s so much easier to scan and actually take in.

Will, EnableUs Community

And I love the idea of a one-page summary. Just a quick overview—what services are included, how to contact someone, what to do if you need to cancel. It’s not about replacing the full agreement, but it gives people a starting point, you know?

Winter, EnableUs Community

Absolutely. And visual design is huge. I worked with a family once who were really confused about cancellation policies. So, we used icons—like a little calendar for appointments, a phone for contact, and a red cross for cancellations. We even had a simple diagram showing what happens if you cancel with less than 48 hours’ notice. Suddenly, it wasn’t this scary, mysterious rule—it was just a clear process. And the family actually started asking more questions, which was great.

Will, EnableUs Community

That’s such a good example. I think sometimes providers worry that adding visuals or simplifying things will make the agreement less “official,” but honestly, it just makes it more accessible. And that’s what matters.

Winter, EnableUs Community

Yeah, and it’s not just about making it look nice. It’s about empowering people to actually use the agreement—to know their rights, their responsibilities, and what to do if something goes wrong. That’s real empowerment.

Will, EnableUs Community

So, even with all those tools, there’s still the question—how do you know someone actually understands? Like, a signature doesn’t always mean they get it. Sometimes people just nod along because they don’t want to seem difficult.

Winter, EnableUs Community

Yeah, and that’s where translation and interpreters come in. If someone’s first language isn’t English, offering a translated agreement or having an interpreter there can make all the difference. But even then, I think it’s important to check in—like, actually ask, “Can you tell me what this part means to you?”

Will, EnableUs Community

Exactly. I had a moment once where I thought I’d explained everything really clearly, but when I asked the participant to explain the cancellation policy back to me, they had it completely backwards. If I hadn’t checked, we would’ve had a big problem down the track. It was a bit awkward, but it saved a lot of hassle later.

Winter, EnableUs Community

I’ve had that too. Sometimes people are embarrassed to say they don’t understand, so giving them space to talk it through in their own words is so important. And honestly, when you do that, you can see their confidence grow. They feel respected, not just like they’re ticking a box.

Will, EnableUs Community

Yeah, and it’s not just about compliance or ticking off a requirement. It’s about building trust, which is what we keep coming back to in this series. When people feel heard and supported, they’re way more likely to engage and get the most out of their plan.

Winter, EnableUs Community

Couldn’t agree more. So, if you’re a provider listening—don’t be afraid to slow down, use visuals, check for understanding, and offer translations. It’s worth the extra effort, every time.

Will, EnableUs Community

Alright, that’s it for today’s episode. Thanks for joining us as we broke down how to make agreements more accessible and empowering. We’ll be back soon with more tips and stories to help you master onboarding. Winter, always a pleasure.

Winter, EnableUs Community

Thanks, Will. And thanks to everyone listening—take care, and we’ll catch you next time on Onboarding Participants. Bye!