Meeting Commissioner Expectations in the First 90 Days of a Supported Living Placement
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The first 90 days of a new supported living placement are the most scrutinised period. Commissioners watch closely for stability, responsiveness, and signs that the provider understands the individual well. For broader context on effective delivery models, you may also find value in Supported Living Service Models and Transitions Into Supported Living.
Commissioners view the early phase as predictive: if a provider establishes strong foundations, communication, and consistency early, the placement is far more likely to succeed long term.
1. Clear mobilisation planning — before day one
Commissioners expect mobilisation to begin well before the individual moves in. Strong providers demonstrate:
- A detailed mobilisation timeline covering assessments, staff induction, family contact, home setup and PBS preparation.
- Staff familiarisation time — shadowing in previous settings or meeting the person in advance.
- Risk and safeguarding reviews used to refine the rota and support model.
- Home readiness checks — equipment, environmental adaptations, technology, community mapping.
Commissioners want reassurance that the transition is planned, paced and not rushed.
2. Rapid relational connection with the individual
Commissioners know that early relational connection is the biggest determinant of behavioural stability. They look for signs that the staff team is:
- Building a calm, predictable routine
- Understanding what matters to the person
- Using preferred communication methods
- Following sensory, emotional or behavioural support strategies consistently
Providers who invest time in rapport-building early tend to see fewer incidents and more positive engagement.
3. Strong communication with families and advocates
Commissioners monitor how well providers involve families — not to hand over decision-making, but to maintain transparent partnership. Expected behaviours include:
- Weekly update calls during the first month
- Agreement on boundaries and escalation pathways
- Inviting families to shaping routines or community activities where appropriate
- Using a respectful, non-defensive communication style
Commissioners gain confidence when families feel included and valued.
4. Consistent staffing — the strongest indicator of stability
Commissioners expect rota stability from day one. They observe whether:
- The same core staff are present each week
- Staff understand the individual’s triggers, routines and preferences
- Agency use is minimal or well managed
- Team leaders provide oversight, coaching and escalation
Staff consistency is often the single biggest factor in reducing early anxiety, behaviours of concern and safeguarding risk.
5. Early use of PBS and proactive strategies
Commissioners expect PBS to be active immediately — not something introduced weeks later. They want to see:
- A functional understanding of the person’s behaviour
- Clear proactive strategies built into daily routines
- Consistent use of communication tools
- Incident debriefs and reflective sessions within 24–48 hours
Early PBS implementation prevents reactive patterns from becoming established.
6. Transparent reporting and escalation
Commissioners feel reassured when providers share updates proactively, not reactively. Strong providers send:
- Weekly stability summaries (incidents, progress, sleep, engagement)
- Clear explanations of any escalation and what’s changed in the support plan
- Copies of updated risk assessments or PBS plans
- Evidence of team learning and reflection
Silence, delays or vague updates undermine commissioner trust quickly.
7. Demonstrating early outcomes
Commissioners want to see progress early — not perfection, but momentum. Examples include:
- Improved sleep or reduced anxiety
- Engagement in community activities
- Better communication or self-regulation
- Reduction in frequency or severity of incidents
Even small wins signal that the provider understands and supports the person well.
Final thought
The first 90 days shape commissioner confidence for years. Providers who communicate well, stabilise quickly and demonstrate proactive practice become their trusted partners for future placements — not just the one at hand.
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