Once it’s clear that someone wants to move forward, and we have at least one potential team member in mind, we arrange a face-to-face visit.

This isn’t a formal assessment, it’s a supportive conversation.

This is a chance to get to know the person properly, and to start building something that feels safe, clear and tailored.

This is also the point where we complete the Trust Assessment, which helps us understand what kind of risks or responsibilities need to be considered, and where trust needs to be built.

Who this is for

A face-to-face visit is required when the support involves:

• Personal care (such as washing or dressing)

• Help with taking or managing medicines

For other types of support, the visit is optional — but it’s often still helpful in setting the tone and giving the person a chance to shape how their team will work.

What we do in the Supportive Conversation

The Supportive Conversation is a guided but flexible process. It’s about co-creating a shared understanding of:

• What good support looks and feels like to the person

• What routines, relationships and rhythms matter day-to-day

• What kind of communication works best (and what doesn’t)

• What would help someone feel safe, respected and in control

We don’t treat this as a box-ticking exercise. It's about seeing the person in their context — and letting them shape the story from the start.

Completing the Getting Support profile

From this conversation, the Team Starter creates a written Getting Support profile. This is a living document that describes how support should work, from the person’s point of view. It might include things like:

• Preferred ways to begin and end visits

• Health or mobility needs

• Approaches to mental wellbeing or sensory sensitivity

• Routines, rituals or triggers to avoid

The profile is then reviewed with the person (or their chosen advocate), and only shared with consent.

What the Trust Assessment is (and isn’t)

The Trust Assessment helps clarify where things could go wrong — and what needs to be in place to reduce that risk. But we approach it from a place of partnership, not suspicion.

It might include:

• Risks around lone working

• Clarity on mental capacity or safeguarding concerns

• Boundaries and expectations for team members

• Physical or emotional risks in the home or environment

It isn’t about denying support. It’s about understanding what’s needed to create safety — for everyone involved.

Signing off

Before anything is shared with potential team members, we ask the person to:

• Review their Getting Support profile and Trust Assessment

• Sign the Getting Support Promise (a short agreement about how we work together)

• Give consent for these to be shared with their prospective team

This moment is about transparency and mutual respect. The person is in control of how their story is told and who it’s shared with.

The Supportive Conversation is the foundation of any new team. It’s where we begin to get to know the person not just as someone needing care, but as a whole person with history, preferences, routines, values and ways of doing things. It’s where relationships start and where trust begins to form.

This is not a checklist or a formal assessment. It’s a conversation, guided by curiosity and respect, and adapted to each person.

Below is an example of how Team Starters structure and navigate these conversations. Items in bold are considered essential in every Supportive Conversation.

🧍 About You

• “Tell me about yourself.”

• How long have you lived here? Always been in the area?

• Any faith or cultural traditions important to you?

• Date of birth

• What have been some of the big things in your life — work, hobbies, projects, travel?

• Who is in your support network (family, friends, neighbours)?

• Have you received formal care before? What was that like?

• Why are we meeting today — what is this conversation for?

🧡 What you enjoy

• What do you enjoy doing right now?

• Are there places you like to go — town, coffee shops, walks, holidays?

• Do you think support might help you keep doing those things?

• Would your support involve going out, and if so, are you happy to cover any expenses (e.g. travel, coffee)?

🩺 Health, conditions and support

• Do you live with any health conditions or disabilities?

  • What are they? How do they affect your day-to-day life?

  • Do they vary (e.g. good days and bad days)?

• Do you use any equipment or aids (e.g. walking frame, hoist)?

🏠 At home

• What makes your home feel like yours?

• Are there any house rules (e.g. no shoes inside)?

• Would you like help with tasks around the house (cleaning, cooking, etc.)?

• Is there a key safe or door code? If so, what is it?

🔒 Safety (if agreed)

If the person consents, the Team Starter may carry out light safety checks, or arrange for these to happen after support begins.

Checks might include:

• Smoke alarms and fire safety equipment

• Visual checks of sockets and appliances

• Fridge/freezer temperature

• For housing association homes: is there a record of regular safety checks?

🌿 Relationships and boundaries

• Do you have a preference for the gender of team members?

• Would you like support workers to wear PPE?

• How do you feel about team members testing for COVID if unwell?

• Are there boundaries or preferences that are especially important to you?

📅 About the support

• What days and times would you like support?

• How long should visits be?

• Would you like access to your profile and team chat (Rocket.Chat)?

• Which email should invoices be sent to (if applicable)?

🎧 How support is given – your preferences

• Try new things or stick with what I know?

• Chatty or quiet?

• Gentle encouragement or motivating challenge?

• Led by you or by the support worker?

📋 Other practical things

• Hourly rate (between £18–25)

• Additional 15% platform fee (for independent workers only)

• Cancellation policy: sessions cancelled within 24 hours are still charged

• Ending support: we ask for one month’s notice where possible

📌 Final bits

• Do you feel you’ve had space to share what matters to you?

• Anything we missed or you’d like to come back to?

• If there’s a need to follow up, we’ll be in touch.

The Trust Assessment is a practical tool used by the Team Starter during the early stages of building a team. It helps identify any factors that may affect safety, wellbeing or mutual understanding: both for the person getting support and the people giving it. It isn’t a judgement or a gatekeeping tool. It’s a way to prepare well.

What follows is an example template showing the kinds of questions we ask and the themes we explore. Every Trust Assessment is co-created with the person getting support (and anyone they wish to involve), and only shared with consent.

📝 Summary

• Who is this person? (e.g. name, age, a line or two about them in their own words)

• When did we visit? (Include date and time)

• Who was there? (Anyone else present during the visit or conversation)

• What kind of support are they looking for? (In their own terms, where possible)

• Where do they live? (Include any relevant info about the environment — e.g. type of housing, stairs, location)

💊 Medication

• Do they take any medication?

• Will Equal Care workers be supporting them with it?

• Are there time-sensitive medications or side effects we should be aware of?

• Where is medication kept?

🚶 Movement and Mobility

• What mobility aids are used (if any)?

• Are there adaptations in place (e.g. grab rails, ramps)?

• Has an occupational therapist been involved recently?

• Are there known trip hazards in or around the home?

🌍 Getting Out and About

• Does the person leave the house regularly?

• Would they like to?

• What kind of support helps them do this safely (e.g. a car, someone to walk with)?

• Are there particular outings or activities that involve higher risk (e.g. heavy shopping)?

🧭 Boundaries

• Are there personal preferences or boundaries that team members need to know and respect?

• Is there any past experience of boundary issues with support?

• How does the person like to manage communication (e.g. calls, messaging, when/how to check in)?

• Are there ways to help reinforce healthy boundaries from the beginning?

🧠 Mental Health and Emotional Wellbeing

• Are there current mental health needs or diagnoses?

• Are any supports already in place (e.g. medication, therapy)?

• What might help during a low or distressed period?

• Who should be contacted if support is needed in a crisis?

🦠 Protection from Infection

• Is the person immunocompromised?

• Do they want workers to wear PPE?

• Are they prone to infections such as UTIs, or managing a catheter?

• Are they vaccinated against key illnesses (e.g. flu, COVID)?

⚕️ Illness or Injury Management

• Are there existing injuries or illnesses we should be aware of?

• Could anything worsen without careful support?

• Are there triggers that might lead to decline (e.g. stress, dietary issues)?

• What does recovery or management look like?

🧾 Team Starter’s View

(Here the Team Starter adds any other relevant considerations to help the team stay informed and confident. This might include things like emotional dynamics, logistical issues, or notes about the handover to team members.)