Making an Impact: Lack of Trust is a Barrier to Needed Services

Making an Impact

In the Making an Impact series, clients and services are featured to expand awareness of the wide array of help available at JFS and to ensure donors understand the lives they touch and the difference they make throughout the community. Client names have been changed to protect their confidentiality.

One of the common challenges our case/care managers face is earning the trust of a new client. Whether they have experienced failure from previous case managers or difficulties and trauma in their life, it is very common for clients to be frustrated, non-compliant and unwilling to share details necessary to accurately assess their needs.

Jack greeted his new JFS case manager with a raised voice and complete lack of believe in her desire or ability to help him. He hung up on her, but she took a deep breath and called again a bit later and was able to schedule an assessment. His daughter joined them for the initial assessment.

The case manager learned that Jack’s primary health concern was pain. He explained that it usually took him about two hours to warm up his stiffened limbs in order to get out of bed each morning. She listened intently and tried to demonstrate her sincere desire to get him the supportive services he needed. He began to warm up to her a bit and shared additional health concerns, allowing her to identify all the services he needed and could qualify for.

Personal care assistant (PCA) services were provided to help him with his activities of daily living. In subsequent interactions, Jack seemed to welcome talking with his case manager and continued to open up about his health concerns. With additional information, the case manager was able to add homemaking services for him. Jack’s pain has not diminished, but he has a healthier, more contented outlook on life.