John O'Brien begins by listing four essential contributions that service providers must bring to their work involving people with disabilities. He argues that such work calls for major change at every level of a service system. Although this may seem like an impossible task, it takes individual action. O'Brien argues that such change can occur if service providers continually ask a set of questions in relation to every activity they carry out, e.g. "How does this activity increase our capacity as service providers to support personal relationships and to encourage positive participation in community life?" Asking these questions keeps people accountable in their work. Keywords: Individualisation, Professionals