Don't Say "I Know" to a Client

Most of us know this, through advice from another case manager or through having said it to a client ourselves. "I know" being a response to a client talking about a personal and difficult situation, like living in an apartment that's in a poor condition. No, I don't completely know what it's like.

I have said "I understand" in the past but I've been told by a coworker that this may be tricky too because I don't really understand a situation. I mean it more as a I understand where (client) is coming from.

Really though, if I have been in a similar situation to a client, would it still make sense to say I know? Even if I do know what it feels like, would that be helpful? Apart from the fact that some of us may not respond to the same situation, i.e. crisis, in the same way. Though I do think to a degree it may make a client think that the person she's working with does know what she's going through and so respects her more, platitudes only go so far. It's important to acknowledge how a client is feeling, but I've spoken about how venting sessions eventually become unhelpful to a client too. It's also not what case management is about ultimately. We're not therapists. Our goal is to support the client to address her problem (and encourage this to do this on her own). Though the method may not always be a smooth one. (It wouldn't be as much fun if it was, right?)

Clients' Issues are Typically Complex

I've been trying to practice more self-compassion, having realized that I'm fairly tough on myself when it comes to doing my job. See my pacing posts, most aptly the last one I wrote. I want to be able to support my clients and get frustrated at myself when I'm not able to help them solve their challenge as quickly as I would like or when I fail to have a straightforward solution. I thought about this recently and considered something -- the fact that clients' issues and challenges are often complex. If they were simple, my clients wouldn't need the degree of outside support they need. Complex issues may need a step by step approach. Clients need to follow through on the joint plan between them and the case manager. And in situations when, for example, a client shows up 3 months behind rent, and is already being taken to court, a case manager's approach is different (read support is more limited) than if the client showed up the first month he got behind. Our clients need to be accountable to a degree for their choices. As case managers we do the best we can, and at the same time hold our clients accountable for their choices (considering the circumstances they made the choices in, but it's ultimately positive to hold our clients accountable).

This post is to all case managers who set high standards of the support they provide to clients.

Pacing, a Success

A client came in to see me earlier this week and laid out in length how things have been going with her and her mom for the past month. Benefit issues, housing challenges, legal questions. A lot may happen in a month. Most of the issues she brought up we would absolutely be able to collaborate on but not in one session. I need to fight back this impulse that still lurks in the back of my mind, tempting me to look into a pool of challenges and issues and look back at my client and say, OK, *deep breathe*, let's jump in. And swim around trying to grab at as many challenges as possible to tackle them in one session...... But it's just not practical. And this way it gets harder to remember how to prioritize what needs to get done first.

I listened and took down notes while my client talked. I asked her what she wanted to work with me on for our session. "I want to find a new doctor that accepts Medicare," she said, a topic that she interestingly had not brought up yet. We prioritized what she wanted to get done from what she had talked about. And talked about how to get her a doctor.

I was glad I that I was able to stay in the big picture mindset. My client and I knew what she wanted to get done and knew what the game plan was. Though the game plan may change and priorities may also, putting some structure keeps things organized.

To a happy, healthy, laughter filled new year and one where we challenge ourselves and one another. Throw some love in there too.

Rich People, Poor People All Got Dreams

A line in a song made me think about this. Simple and true. I felt like I hadn't reflected on it in some time.

As I work with my clients day to day we don't often talk about their dreams. More frequently we're dealing with a crisis, navigating benefits programs, or discussing resources for basic needs, like food pantries. Dreams are still there but we're focusing on what needs to get done. Many times this does mean the basics: Benefits stopping, client getting behind on rent, food insecurity, issues with quality of housing.

I do discuss long term plans with clients and these may include aspirations. A common one is finding subsidized housing. Two important steps are usually needed, in some combination, to reach long term goals. Planning and meeting basic needs. It's easier to plan when your situation is fairly stable and this, for a variety of reasons, is challenging for clients who are in situations of ongoing crises or have physical or mental health challenges.

Occasionally a client mentions he wants to complete the GED or college. Learn to play an instrument or a new language. I enjoy having these conversations with clients to understand better what makes them tick and to eventually discuss how they want to pursue them.