*[Image Description: A woman with a dark brown pony tail and a pink, long-sleeved shirt sits at a table with her nose pinched, looking down. She looks stressed.]*

Working within the NDIS industry is undoubtedly one of the most challenging yet rewarding jobs you can have. It requires a unique blend of compassion, expertise, and resilience to navigate the complexities of supporting vulnerable clients who rely on our services for their well-being and independence. From individuals with profound disabilities requiring high-touch care, to those facing complex socio-economic challenges with limited support networks, the spectrum of needs within the NDIS community is vast and varied.

Making a difference in people’s lives is why we’re here.

As service providers, we are entrusted with the immense responsibility of not only meeting these diverse needs but also advocating for our clients' rights and ensuring their voices are heard. It's a profession that demands unwavering dedication and a willingness to go above and beyond, often in the face of significant obstacles. Yet, despite the challenges, the opportunity to make a meaningful difference in the lives of those we serve is what drives us forward each day.

Service providers are built different, but we still break.

However, when faced with feedback or dissatisfaction from clients or family members, it can feel deeply personal and disheartening. It may seem as though our efforts are not recognised or appreciated, adding an additional layer of emotional strain to an already demanding role. When this happens - and it will happen - it's essential to remove emotion from such situations and rely on tools and systems to support us when things become even more challenging. By staying focused on our commitment to providing high-quality care and leveraging the resources at our disposal, we can navigate these obstacles with professionalism and integrity, ultimately continuing to make a positive impact in the lives of those we serve.

Your “…the fan’s been hit” List

1. Find your Zen: Stay calm and keep yourself together, even if their emotions are escalating and you want to meet them where they’re at. Your demeanour can help de-escalate the situation and create a sense of safety for the client.

2. See their feels: Acknowledge their emotions and let them know that you understand why they're upset. Use clear and simple statements such as "I can see that you're feeling really upset right now" or "It sounds like this situation is causing you a lot of stress."

3. Don’t speak: Practice active listening by giving them your full attention and allowing them to express their feelings without interruption. Avoid the urge to jump in with solutions or explanations right away.

4. (more than) Thoughts and prayers: Give reassurance that you are there to help and support them through this difficult time. Assure them that their concerns are important and that you will do your best to address them.

5. Walk in their shoes: Show empathy for the their situation and validate their experiences. Let them know that it's okay to feel the way they do and that their feelings are valid.

6. Clear the mud: Ask them to clarify their concerns or what specifically is upsetting them. This can help you better understand the root cause of their distress and determine the appropriate course of action.

7. Work it out: Once you have a clear understanding of their concerns, work collaboratively with them to identify potential solutions or steps that can be taken to address the issue. Offer support and guidance as needed.

8. Circle back: After the initial conversation, follow up with them to ensure that they feel heard and supported. Reiterate any agreements made and check in on their well-being.

9. Keep the receipts: Document the details of the interaction, including the concerns, any solutions proposed, and the outcome of the conversation. This can help ensure continuity of care and provide a record of the feedback and preferences.

10. Call for backup: If their emotional distress persists or if you feel ill-equipped to handle the situation, don't wait to get support from a supervisor, colleague, or mental health professional. Your wellbeing (and theirs) should always be top priority.

How do you keep a cool head and take it in your stride when crisis strikes?

We’d love to hear your stories in the Providers Only community of Kinora.

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