Avoiding Cultural Tokenism in Your Intake Questions

Will, EnableUs Community

Alright, welcome back to The EnableUs Community Podcast everyone! I’m Will, and I’m here with Winter. Today, we’re diving into something that should be at the heart of every onboarding process—cultural inclusion. And not just ticking a box, but actually making it meaningful, right?

Winter, EnableUs Community

Absolutely, Will. We’ve talked a lot in past episodes about building trust and making participants feel safe from day one. But when you think about the diversity in the NDIS—Aboriginal and Torres Strait Islander communities, CALD groups, all sorts of backgrounds—cultural awareness isn’t just a nice-to-have. It’s essential for people to feel respected and comfortable.

Will, EnableUs Community

Yeah, and I reckon it goes beyond just avoiding misunderstandings. When you show you actually care about someone’s culture, you’re building trust. You’re saying, “Hey, we see you, we value you.” I remember this one participant—she was from a Vietnamese background, and honestly, just asking about her family’s traditions, and actually listening, completely changed how she engaged with us. She went from being a bit reserved to really opening up, and her whole support plan just made more sense after that.

Winter, EnableUs Community

That’s such a good example. And it’s not just about comfort, is it? When you acknowledge someone’s identity early on, you can actually tailor their support in a way that’s empowering. It’s like, you’re not just providing a service—you’re partnering with them. And if you ignore culture, you risk people feeling like they don’t belong, or worse, they just disengage altogether.

Will, EnableUs Community

Exactly. And I think, as we’ve said in earlier episodes, that first impression really matters. If you get it right, you set up a relationship that’s built on respect and relevance. If you get it wrong, well, you might not get a second chance.

Winter, EnableUs Community

And that’s why cultural competence isn’t just a compliance thing—it’s about making sure every participant feels genuinely seen and supported. It’s the foundation for everything else we do.

Winter, EnableUs Community

So, let’s talk about tokenism, because this is where a lot of providers trip up. Tokenism is when you acknowledge diversity on the surface, but there’s no real action or understanding behind it. You see it all the time in intake forms—like, those vague questions, “What’s your culture?” with no follow-up, or just a tick-box for ‘Aboriginal’ or ‘Other’ and nothing else.

Will, EnableUs Community

Yeah, or when you get those dropdown menus that don’t even cover half the communities out there. Or worse, you ask for someone’s background and never explain why you need it. It just feels like you’re collecting stats, not actually trying to help.

Winter, EnableUs Community

Exactly. And when you do that, participants can feel reduced to a number. I remember a provider who had this intake form—every question was a tick-box, and there was no space for people to actually share what mattered to them. One participant, who was from a mixed heritage background, just felt completely left out. She told the team, “I don’t see myself anywhere on this form.”

Will, EnableUs Community

That’s rough. And it’s not just about feelings, either. If people feel alienated at intake, they’re less likely to engage, and you miss out on all the info you need to actually support them well. I mean, we’ve seen in previous episodes how important it is to get the right info up front—if you’re not asking the right questions, you’re not going to get the right answers.

Winter, EnableUs Community

Right. And the good news is, it doesn’t take much to fix. That same provider made a few small changes—added open-ended questions, explained why they were asking, and suddenly people started sharing more. It’s about moving from “tick the box” to “tell us what matters to you.”

Will, EnableUs Community

Yeah, and I think it’s worth saying—sometimes people don’t want to answer, and that’s fine too. Respecting that choice is just as important as asking the question in the first place.

Will, EnableUs Community

So, let’s get practical. If you want to avoid tokenism and actually make your intake process inclusive, where do you start? For me, it’s all about open-ended questions. Instead of “What’s your culture?” you could ask, “Are there any cultural or spiritual practices we should understand to support you better?” Or, “What would you like us to know about your background?”

Winter, EnableUs Community

And don’t forget to provide context. Let people know why you’re asking. Something like, “We ask these questions to make sure we meet your needs respectfully and align with your values.” It’s about transparency, not just data collection.

Will, EnableUs Community

Yeah, and always give people the option to opt out. If someone doesn’t want to share, that’s their right. And avoid assumptions—don’t just guess about family structures or dietary needs. Let people tell you in their own words.

Winter, EnableUs Community

Language matters too. Use plain English, not jargon. And if you can, offer translations or let people fill out forms in their preferred language. Free-text responses are great for this—don’t just stick to dropdowns.

Will, EnableUs Community

And it’s not just about the form, is it? Co-design your intake process with community input. Work with Aboriginal and Torres Strait Islander or CALD representatives to make sure your questions actually make sense and feel respectful. Test them out with focus groups before you roll them out.

Winter, EnableUs Community

Staff training is huge, too. Make sure your team knows how to receive and interpret cultural info respectfully. And always keep privacy and trauma in mind—store cultural data securely, don’t push for answers, and remind people that sharing is voluntary.

Will, EnableUs Community

And bring it beyond the intake form. Have staff who reflect the communities you serve, offer interpreters, and make your environment visibly inclusive—like, diverse visual materials, acknowledging different holidays, that sort of thing. It all adds up.

Winter, EnableUs Community

Yeah, and keep reviewing your process. Inclusion isn’t a one-off—keep collaborating, keep learning, and keep making those small changes. At the end of the day, it’s about creating a space where every participant feels safe, respected, and celebrated.

Will, EnableUs Community

Couldn’t have said it better. That’s it for today’s episode. Thanks for joining us as we unpacked how to make cultural inclusion real at intake—not just a tick-box. We’ll be back soon with more ways to make onboarding work for everyone. Winter, always a pleasure.

Winter, EnableUs Community

Thanks, Will. And thanks to everyone listening—keep those questions and stories coming. See you next time on Inside NDIS.