2. Beginning the Relationship

The first proper conversation, and where it leads

Once we’ve confirmed that Equal Care is likely to be a good fit, we arrange a longer conversation. This is usually with a Team Starter and may involve the person themselves, a family member, or someone acting on their behalf.

This early stage is about understanding the person’s situation, starting to build trust, and working out whether we have enough to begin forming a team.

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What we cover in the first call

The aim here is to get a clearer picture; not just of the support someone needs, but of who they are and what matters to them. The Team Starter might ask about:

• The person’s day-to-day life, routines, and current support (if any)

• What kinds of support they want, and what they don’t

• Availability and preferences (timings, gender of workers, shared language, etc.)

• Funding arrangements, if these are already in place or need exploring

• Any immediate risks, changes, or time-sensitive needs

We don’t aim to fill in forms or tick boxes - the conversation should feel like a human interaction, not an assessment.

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Beginning to build trust

For some people, this might be the first time they’ve had any real say over who supports them. Others may be used to explaining their situation multiple times to different professionals. The Team Starter’s job here is to listen well, avoid assumptions, and create a sense of possibility - without overpromising.

We don’t need to have all the answers in this first call. What matters is building a shared understanding of what good support could look like and whether we can help make it happen.

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What happens next

After the call, the Team Starter reviews everything that’s been shared and begins thinking about potential matches. This might involve:

• Reaching out to care and support workers who may be a good fit

• Preparing for a face-to-face visit (if required)

• Beginning a draft of the Getting Support profile

• Talking with others in the Local Circle about capacity

The next step of finding the right match is where a team really begins to take shape.