What Culture Really Feels Like to Your DSPs (And Why the Smallest Moments Matter Most)
There’s a moment from my recent conversation with John Dickerson of MyQuillo that I can’t shake.
It’s not a big dramatic moment.
It’s not a six-figure initiative.
It’s not a policy overhaul.
It’s four simple words that keep echoing:
“Am I in trouble?”
In Episode 69, John describes what happens when a DSP gets a message from a supervisor they rarely hear from:
“Call me when you get a second.”
Maybe you’ve experienced this yourself—your stomach dips a little, your brain starts scanning for what went wrong, and suddenly you’re mentally replaying the last 48 hours wondering if you missed something.
But here’s the difference:
When a DSP feels that way about every interaction, it’s not about the message.
It’s about the culture.
And culture isn’t what we write down.
It’s what people feel.
The Culture We Think We Have vs. The Culture They Actually Experience
If you ask most leaders, “Do you appreciate your DSPs?” the answer is an enthusiastic yes.
If you ask most DSPs, “Do you feel appreciated?” …the answer is often more complicated.
John put it simply:
“You work on culture either intentionally or unintentionally every hour of the day.”
That might sound like pressure, but it’s actually an invitation.
Because culture isn’t built through memos or inspirational posters.
It’s built through what people experience in the smallest interactions:
Does a supervisor reach out only when something is wrong?
Do DSPs feel safe asking for help?
Do leaders proactively connect—or only respond to crises?
Do staff feel seen as human beings, not just labor filling shifts?
Most agencies aren’t struggling because they don’t care.
They’re struggling because, unintentionally, they’ve let the urgent replace the human.
And the DSPs feel it.
The Robert Story: A Culture Shift in 60 Seconds
One of the moments John shared hit this home.
There was a DSP—Robert—who was doing fantastic work but felt unseen.
Not unappreciated, exactly… just invisible.
So a leader made a small change:
Every day, they called four DSPs.
Not for a problem. Not for a correction. Not for paperwork.
Just to say:
“Hey, I noticed what you did yesterday. Thank you.”
One day, they called Robert and said something simple:
“I heard you did something kind for a person you support. It made a difference.”
Robert didn’t say anything for a long moment.
Then he said:
“I’ve never had anyone call me like this before.”
That one call changed the trajectory of his relationship with the organization.
And here’s the part that matters:
It took 60 seconds.
In a field that often feels overwhelming, it’s easy to forget that culture change is usually not about more time. It’s about different moments.
The Real Message Your Staff Are Hearing
DSPs don’t just hear the content of your words—they hear the pattern behind them.
If supervisors only reach out when something goes wrong, staff internalize a message:
“You exist in a deficit narrative.”
If the only “leadership presence” is compliance, scheduling, or correction, the message becomes:
“We talk about you more than we talk to you.”
If leaders only show up when things are on fire, DSPs assume:
“When things are calm, you don’t need me.”
But the reverse is also true.
A quick thank you?
A genuine question?
A moment of connection?
Those send a different message entirely:
“You matter. We notice you. We’re in this with you.”
And for DSPs—who often carry the emotional, relational, and physical weight of the entire system—that message is oxygen.
What Leaders Can Do With This
You don’t need to roll out a new initiative.
You don’t need a three-month pilot.
You don’t need a committee or a dashboard.
You need to send different signals on purpose.
A few ideas inspired by Episode 69:
1. Lead with connection, not correction
Before you ask for something, start with something human.
2. Build “micro-moments” of trust
Sixty seconds a day can legitimately alter a DSP’s sense of belonging.
3. Make unpredictably positive contact
If the only unpredictability is negative, staff stay in a low state of fear.
4. Replace “talking about” with “talking to”
Include DSPs in conversations that impact their work.
Not occasionally—consistently.
5. Remember that your presence is power
When leaders show up more regularly, calmly, and warmly…
the entire culture becomes safer, steadier, and more humane.
And here’s the part leaders often forget:
**When work feels human and relational, DSPs stay longer.
When DSPs stay longer, people supported experience deeper stability.
When both feel seen, the whole agency thrives.
This is not a “soft” leadership strategy.
It’s workforce stability.
It’s retention.
It’s the foundation of a culture that works.
Want to go deeper?
You can listen to my full conversation with John Dickerson on Episode 69 here.
And if you’re ready to identify the early warning signs that your supervisors may be unintentionally burning out their teams, check out the free assessment:
➡️ 7 Quiet Danger Signs Your Supervisors Are Burning Out Their Teams
