At Like Family, we built our reputation based on trust.

Trust is the belief that someone is good and honest and will not cause harm, or that someone is safe and reliable. Being able to develop trust and effective understanding of communication with the participant is an important part of being a Social Carer!

1. Expressing interest for their interests

Part of being a great social carer is being able to connect with a participant’s interests Even if it's not a topic or activity you’re passionate about, showing curiosity can be an opportunity to learn more about them. What they like or dislike and the types of things they'd want to learn about in the future.

The better you know your participant, the easier it will be to identify when they need additional support and how to help them work through challenging situations.

2. Being honest and open

Like any professional relationship, it is important during the initial stages of meeting (Meet & Greet) to establish a safe space between you, the participant and carers involved when you can start building a trusting relationship over the time you will be spending together.

Being realistic about what kind of support you can deliver and expectations of your working relationship from the start will allow for genuine development of trust.

3. Listen and understand

As much as communication is about talking, being able to listen to the needs of a participant is just, if not, more important. Many studies have shown that 70 to 93 percent of all communication is nonverbal.

'Attending behaviour' is attentively listening to and observing someone communicating with you. This could be allowing time for a response, adopting open posture or using words that they use. It is important to note the nuance of cultural difference and the context of how a participant may personally communicate. Practicing attending behaviour demonstrates eagerness to want to know and understand them

4. Developing effective communication systems

Communication is crucial in supporting people with disabilities to be able to express their wants and needs, in order to navigate situations that may cause big emotions. Depending on a participant’s verbal ability, they may find it difficult to communicate their needs or express themselves to others.

Communication systems can be established during the first meeting session where a social carer, participant and their carers can discuss types of communication for different situations. This can lead to modifying how you communicate depending on the individual, not all participants (or people!) are the same.

5. Treat participants with respect and empathy

Empathy is an understanding, aware of and being sensitive to the feelings, thoughts, and experiences of others. Communicating with respect and empathy allows for participants to feel respected and understood by others.

Do not make assumptions about a person’s disability
If the person is with a carer or interpreter do not direct your conversation at them.
Using positive language (person with a disability)
Be conscious that different disabilities have different considerations in terms of communicating
And when in doubt, ask!

Building trust with participants can take time! This differs based on someone's personality, how they communicate and their past experiences. It's important as social carers that we recognise diverse groups and perspectives to put them first.

Mathieu Bertrand, Co-Founder, Like Family

Mathieu is the co-founder of Like Family, a social entreprise specialising in companionship and social supports for older Australians and people living with a disability who may be experiencing social isolation or loneliness. Mathieu started the organisation with his wife Jenna after they experienced first hand the struggles in the Aged and Disability sectors. Jenna and Mat come from corporate backgrounds and left to pursue their goal to make a difference in people’s lives and having been through it, they are passionate about helping people find the best solutions to their home care needs. In 2018, Like Family won Startcon's Best Startup for Social Good and in 2019, they were named Australia's 4th fastest growing tech start-up.

You can contact Mat via email or by visiting the Like Family website.

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