Capacity-Building Strategies: How Support Coordinators Can Positively Support Participants

Support Coordinators play a vital role in empowering participants to reach their full potential. Here, we outline essential steps and strategies to incorporate a capacity-building approach into your work.

ByMary Ingerton, Managing Director at Support Coordination Academy.

Supporting people with disability is about more than simply providing resources and services.

It’s about empowering individuals to build their skills, enhance their independence and make meaningful choices about their lives.

Which is why capacity building is an integral part of the Support Coordinator role.

Capacity building empowers a participant to grow their skill set, confidence and independence and have true choice and control over their supports and services.

A capacity-building approach prioritises the individual's growth and autonomy, creating lasting impacts on their quality of life and community inclusion.

How can Support Coordinators empower participants to build their capacity?

Here are core strategies that bring this approach to life.

Embracing a Capacity-Building Approach

Here are key steps to support a participant in building their capacity to live their best life:

1. Identify Strengths and Goals

Each person has unique strengths and aspirations, and recognising these is key to fostering empowerment:

• Instead of concentrating on limitations, focus on the person’s capabilities and potential.
• Work together to set realistic, achievable goals that align with the individual's ambitions and dreams.

2. Develop Skills and Knowledge

Capacity building starts with providing the resources needed to learn, grow and thrive:

• Help individuals acquire skills that support their goals, whether that’s life skills, job training or social skills.
• Equip participants with information about opportunities and resources, such as relevant training programs or community events, which can help them reach their goals.

3.Create an Enabling Environment

Empowerment is also about removing barriers to ensure individuals can access the supports they need:

• Improve access to physical spaces, technology and communication, so individuals can navigate their environments more independently.
• Work with the community to raise awareness about disability rights, creating a more inclusive and welcoming environment.

4. Build Self-Advocacy Skills

Self-advocacy is crucial for independence and empowerment:

• Encourage individuals to express their needs and preferences, helping them build confidence to voice their rights.
• With these skills, individuals can take more control over their lives and make informed choices about their support systems.

5. Foster Support Networks

A strong support system creates resilience and support for long-term growth:

• Build networks with family, friends and community organisations to create a solid foundation of support.
• Programs or groups where people can share experiences and guidance offer powerful peer support that helps individuals feel less isolated.

6. Encourage Active Participation and Leadership

Engaging people in decisions about their lives promotes confidence and independence:

• Whether in choosing a service provider or planning a personal project, encourage active participation.
• Where possible, create chances for individuals to take on leadership roles within their communities.

Supporting Informed Choices Through Capacity Building

Guiding people with disability to make informed choices is an essential part of capacity building.

Here’s how we can help participants understand, assess and decide on the services and supports that best suit their needs:

1. Information and Education

• Provide details about services in clear, accessible formats, ensuring all participants understand their options.
• Empower individuals by explaining their rights and choices, boosting their confidence with decision-making.

2. Exploration of Options

• Share details of different service providers and their unique qualities to help participants make choices aligned with their needs.
• Use testimonials or scenarios so the options are relatable and easy to understand.

3. Skill-Building for Decision-Making

• Link participants to supports that teach critical skills, like evaluating options and setting priorities.
• Decision matrices or visual aids can simplify choices, making the process less overwhelming.

4. Facilitated Discussions and Guidance

• Help participants reflect on their goals and values, clarifying what they seek from services.
• Allow individuals to ask questions, share concerns and process information, boosting their confidence.

5. Peer Support and Mentorship

• Connect participants with mentors who can share firsthand experiences, offering practical insights and reassurance.
• Group discussions provide a space for participants to discuss options, share advice and support one another.

Selecting the Right Service Provider

Support Coordinators play a crucial role in empowering individuals to select service providers who align with their values, preferences and goals.

This process involves encouraging self-reflection, helping individuals identify desirable provider qualities and fostering open communication to ensure they feel confident and informed in their choices.

Let’s dive deeper into key steps for selecting quality service providers:

1. Facilitate Goal Setting and Reflection

A participant’s goals and personal experiences significantly shape their expectations of a service provider.

Support Coordinators can guide participants through a reflective process that allows them to identify what truly matters in their support experience:

• Start by discussing short and long-term goals. E.g., does the participant want to develop specific life skills, achieve greater independence or build social connections? Aligning these goals with provider qualities ensures the chosen provider will support the participant’s unique aspirations.
• Encourage participants to think about past interactions with service providers. What did they appreciate about certain providers? What aspects of care did they find lacking? Reflecting on these experiences helps them identify qualities they value, such as reliability, patience or clear communication.
• As participants clarify their goals and preferences, they can begin to identify non-negotiable qualities they need from a provider. This process supports a clearer understanding of what they’re looking for in a service relationship, making it easier to narrow down provider options.

2. Define Key Qualities in a Provider

Support Coordinators can introduce participants to a range of common and critical qualities that service providers may possess. This helps them to prioritise based on personal needs:

• Qualities like reliability, flexibility, respect and experience are often valued in service providers. For instance, reliability ensures consistency, while flexibility might be crucial for individuals whose schedules or needs change frequently. A provider’s experience, cultural competence and communication style can also impact the quality of care and support.
• Provide structured tools such as checklists, visual aids or rating scales to help participants organise their thoughts and rank the importance of various qualities. This can help those who feel overwhelmed by too many options or who benefit from a structured approach to decision-making.
• Some participants may prefer a more collaborative provider, while others may value a hands-off approach that fosters independence. Helping participants articulate their preferred support style further refines their understanding of the qualities they need.

3. Encourage Provider Interaction

Direct interactions with potential providers allow participants to assess firsthand whether a provider is a good match.

Support Coordinators can arrange these opportunities to give participants a clear picture of each provider’s approach:

• Arrange introductory meetings where participants can engage directly with providers. They create a valuable opportunity for participants to observe communication styles, assess personalities and gauge the provider’s willingness to accommodate specific needs or preferences.
• Help participants develop a list of key questions to ask during these meetings, tailored to their goals and priorities. Examples include: How do you adapt to changes in schedule or needs? Can you provide examples of how you’ve supported individuals in achieving similar goals? These targeted questions allow participants to gain insight into the provider’s flexibility, approach to problem-solving and commitment to individual outcomes.
• After each meeting, encourage participants to reflect on how well the provider aligns with their values and expectations. Did the provider actively listen? Did they respect the participant’s autonomy and provide assurance of a supportive, person-centred approach? This reflection can be instrumental in making an informed decision.

4. Provide Opportunities for Trial Periods and Feedback

Sometimes, the best way to determine if a provider is the right fit is to experience their support firsthand:

• Suggest a trial period where the participant can experience a provider’s services before making a long-term commitment. This hands-on experience allows them to test whether the provider truly meets their needs and aligns with their preferences.
• Encourage regular check-ins where participants can provide feedback on their experiences with the provider. This creates a space for open communication, where participants can discuss what’s working well and areas for improvement. If the provider isn’t meeting expectations, a feedback loop allows participants to address concerns early or, if necessary, explore other options.

5. Encourage Participants’ Confidence and Self-Advocacy

Supporting participants in developing the confidence to advocate for their needs and preferences empowers them to take ownership of their provider relationship:

• Help participants feel comfortable articulating their needs, preferences and any concerns that arise. For example, Support Coordinators can practice role-playing scenarios where participants express their expectations to a provider, giving them a safe space to build self-assurance.
• Remind participants that they have the right to make changes if they feel a provider isn’t meeting their standards. This assurance encourages them to seek the best possible support and fosters a sense of control and confidence in managing their provider relationships.

Supporting Quality Relationships with Service Providers

Selecting a provider who aligns with a participant’s goals and values sets the foundation for a positive and productive support experience.

By guiding participants through self-reflection, encouraging them to articulate their preferences and fostering open, informed communication, Support Coordinators enable individuals to choose service providers that genuinely support their growth, independence and well-being.

This capacity-building approach empowers individuals to cultivate supportive relationships that align with their unique needs and aspirations, contributing to a fulfilling and self-directed life.

Need More Information?

There is plenty to unpack when it comes to capacity building.

If you have any questions about the topic or require other assistance as a Support Coordinator, contact us today.

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Support Coordination Academy provides essential training and resources for Support Coordinators across Australia.