“…Some studies have found that parents and individuals with I/DD considered service accessibility, availability, flexibility of family‐focused services and staff who allow families and individuals with I/DD to maintain their independence as much as possible to be important (Barelds, van de Goor, Bos, van Heck, & Schols, ; Bigby, ; Caldwell & Heller, ; Gallivan‐Fenlon, ; Herman, Marcenko, & Hazel, ; Knox & Bigby, ; Freedman & Boyer, ; Rourke, Grey, Fuller, & Mcclean, ; Weller, ). Qualified, empathetic and culturally sensitive staff have also been identified as factors influencing satisfaction with services (Barelds, van de Goor, van Heck & Schols, , Grant, McGrath, & Ramcharan, ; Hatton et al., ; Hatton et al., ; Larsson & Larsson, ; Rourke et al., ; Shapiro, Monzo, Rueda, Gomez, & Blacher, ).…”