When people access your service you won’t always know whether they have an intellectual disability. You also won’t always know what kind of assistance they might need. 

You need to be proactive in asking about people’s support needs. You also need to be approachable so people can ask you for help when needed.

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Be proactive in offering assistance

Sometimes service users with intellectual disabilities do not feel comfortable asking for assistance. Other times they don’t know who to ask, or how. It is important that service staff take the initiative by asking service users what kind of assistance they need. 

It is best to ask a person about their needs when they first starting using a service. 

You should also observe how people are going when they are using the service. If you notice someone having difficulties, you should approach and ask if they need assistance. 

Ask people when they finish an activity or leaves the service if they got what they wanted, and if there are any other way you can assist.

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Being approachable

Make sure it is easy to ask for help. When welcoming people to your service, tell them that they are welcome to ask you for assistance, and where they can find you. 

Be present and visible. You can do this, for example, by wearing a staff uniform or name tag, or putting an “Information” sign on your desk. 

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How to ask service users about their needs?

When you ask a service user about their needs, be respectful and tactful. 

Asking a service user about their needs rather than their disability gives them an opportunity to say what they need, without forcing them to disclose information about their disability.

For example, you can ask a person ‘is there anything I can do to assist you with today?’ rather than ‘do you have an intellectual disability?’

Some services require users to show some proof of disability in order to access additional support or benefits. For example, users may be eligible to concessions if they carry a Pensioner Concession card. Wherever possible, it is preferable not to rely on such documents when asking a person about their service needs. 

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Wherever possible, it is preferable not to rely on such documents when asking a person about their service needs. Not all people with disabilities have such documents."

Have an open conversation with the person about what assistance they need to use your service.

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In this interactive video, Taylor wants to enter the gym, but hasn’t paid her membership fees in time. You are asked to Help the gym receptionist choose what actions to take.