Modern Communication Support
This is not IT.
This is modern communication support.
And participants cannot remain independent without it.
Why Support Workers Are Now Required for Daily Communication Tasks
In the past, communication with organisations was simple.
A phone call, a human conversation, and the task was completed on the spot.
That form of communication no longer exists.
Today, nearly every essential interaction requires navigating digital communication pathways rather than speaking to a person.
Essential services now require people to:
• log into apps and portals
• request codes via two-factor authentication
• upload documents
• convert files to PDF
• complete multi-page online forms
• manage passwords and identity credentials
• interpret notifications across multiple devices
— Allen Wade. MBA(Fin)
For many participants — particularly those with cognitive, literacy, memory, or motor challenges — these steps are not communication.
They are barriers.
The result is predictable: missed appointments, lost paperwork, failed applications, increased frustration, and a rapid loss of independence.
Communication must now be understood differently in support work and assistant technology contexts.
Communication is no longer just speaking.
Communication now includes the ability to access and operate the systems through which communication takes place.
Without guided support, many participants cannot complete these tasks safely or accurately.
The system has shifted the burden onto individuals, and the support worker becomes the bridge that allows the participant to continue engaging with essential services.
Where Your Role Fits:
This service restores functional communication capacity by addressing the digital systems that now mediate communication.
This includes:
• configuring and simplifying communication pathways
• supporting access to systems that replaced the phone call
• reducing cognitive load through calendars, reminders, and notifications
• ensuring identity credentials and logins are functioning correctly
• making sure information appears in the correct place, at the correct time
• preventing breakdowns caused by digital friction
Orchestration
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Develop
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Customise
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Orchestration • Develop • Customise •
Because essential services now require digital navigation instead of conversation, support workers are required to restore functional communication pathways so participants can remain autonomous, safe, and connected.
Discuss Communication Support