Your First Shift: Read the Person Before the Task List

Consent, communication, and the individual's priorities are the keys to a successful first shift.

A first shift can be a race to learn the routines, complete the tasks and avoid the mistakes. But the best learning always takes place when we take the time to learn about the person.

Task lists don't always include what the person prefers such as pace, communication style, sensory requirements and what a good day would look like to them, only what may need to happen.

Why this matters for support workers

For support workers the concept of quality is represented by hundreds of small decisions that are made in another person's home and community. Consent, appropriate language, observation and sticking to role are important too as is a clear plan. Consistency doesn't need to be rigidity when workers know the reason behind a routine and the person can give guidance on how support can be delivered.

What better coordination looks like

A good support worker is oriented toward the person. They check the authorised information, introduce themselves clearly, ask for consent and use the shift plan as a guide not a command.

Introduce the working relationship

Introduce yourself, enquire about the person's preferred method of communication and restate what they want you to support them with today.

Notice the environment

Find out the location of information and equipment, and what matters and what changes need to be reported.

Confirm before acting

Ask, don't assume, provide options, and record any agreed change to the planned shift.

Make the change last

A helpful change is one that is precise and manageable. Have a plan on who will make the first move, where the decision will be documented, and when the decision-maker will check back to see if it was effective. Where the approach relies on multiple services, discuss the role of each service individually, don't assume that any agreement in the meeting is an operational one. Keep what is working, change what isn't working and eliminate temporary measures that are no longer needed to achieve the desired results.

Questions for the next review

What would “introduce the working relationship” look like from the person's point of view?

Which part of the arrangement is certain and which part is still an assumption or a request?

What will be happening for the person and team that will indicate that this approach is working?

Keep the boundary clear

A support worker should never use clinical, restrictive or high-risk practices. Follow the person's current plans, your training and organisation procedures and ask for advice or guidance when instructions are vague.

A practical example

The participant was identified as needing quiet time prior to personal care on a new morning shift. The worker ensured that breakfast was provided and the written plan was read, with no struggle or problems occurring in the morning.