Ask Charro, an individual whom Typical Life Corporation serves, what she thinks of Hailey Nagle, and she answers right away.
“Hailey is a good staff. She listens when I talk,” Charro says. “We need 20 of her around.”
Charro isn’t the only one to laud the Direct Support Professional’s strengths. Her co-workers and TLC leadership appreciate Hailey’s calm compassion, her willingness to listen, and her attention to what each individual needs in a particular moment.
Meeting people where they are
Hailey has worked at TLC for two years, following in the footsteps of her mother, who worked in residential services for the organization. Hailey says compassion and empathy have always come naturally to her.
“To me, meeting somebody where they are is understanding what emotions they’re feeling that day, if they’re anxious, if they’re tired, if they have anger in them, and just sitting with them and letting them express themselves and asking them what they may need you to do,” she says.
Some days, that might mean providing emotional support for the individuals whom TLC serves. Other days, it can mean turning on music and dancing or heading out for a shopping trip. Hailey tries to follow each individual’s lead and provide the kind of support they need that day.
A calm and reassuring presence
Lead DSP Lauryn Ruppert appreciates Hailey’s ability to adapt to different situations.
“Hailey is very able to read the room, so she knows what the mood is and how to react to that,” Lauryn says.
She describes Hailey as someone who is willing to step in wherever she is needed and adjust to the needs of the individuals she supports. Her naturally calm personality can be especially valuable during difficult moments.
“The individuals know that she’s always there when it’s needed,” Lauryn says.
When an individual is anxious or upset, Hailey speaks calmly and creates space for conversation, careful not to add to the stress of the moment. Her serene demeanor is paired with encouragement. When someone feels nervous about trying something new, Hailey offers a reminder of how far they have already come.
“If we’re out in the community and something’s working them up or they’re a little nervous, usually I give them a little support,” Hailey says. “I’m like, ‘You’ve got this. You’re already here. You’re doing good. You’re further than what you were last night or the day before.’ I just kind of help give them that little push, that little strength they need.”
The makings of an effective DSP
TLC Regional Manager Danielle “Dani” Ford notes that another important element of Hailey’s success is her dependability.
“She’s reliable. She’s consistent,” Dani says.
Those qualities are at the heart of what makes someone a good fit for residential work at TLC. Dani says an effective DSP needs an open mind, a willingness to go above and beyond, and the ability to give the individuals they support their full attention. Above all, individuals need to know they have people in their corner.
Hailey’s approach shows that working for TLC is about knowing the individuals she supports well enough to recognize what they need. There is no scripted formula to follow day in and day out.
“It’s one of the most rewarding fields,” Hailey says. “It really is, because it definitely shows you a different view on life and it brings a lot of enjoyment.”