The steps
- Match workers to participant preferences not just availability
- Conduct quarterly check-ins beyond service delivery
- Capture participant feedback formally and act on it
- Resolve complaints quickly and visibly
- Send updates to family carers regularly
- Celebrate participant milestones
- Be the easiest provider to work with
Common mistakes to avoid
- Treating retention as automatic
- Worker mismatches that participants don't complain about but quietly drift
- Slow complaint resolution