20
Client and Worker Resourcefulness in Face of the System

Client and Worker Resourcefulness in Face of the System

Embed Size (px)

Citation preview

Page 1: Client and Worker Resourcefulness in Face of the System

Client and Worker Resourcefulness in Face of the System

Page 2: Client and Worker Resourcefulness in Face of the System

Introduction

• IFSO, The disability system & cases with complex needs

• Family Strengths- Clients continually amaze us with how they adapt to major barriers in the system

• Targeted surveys• How do families overcome “stuckness”, frustration and despair?• What do they see as the ideal system?

Page 3: Client and Worker Resourcefulness in Face of the System

Client Strategies • Belief in self• Self care• Get information• Manage Information• Get help• Decision Making• Advocacy• Lateral thinking

Page 4: Client and Worker Resourcefulness in Face of the System

Belief in Self

“ trust yourself, believe in yourself, you are not a bad parent, you are making the best of a very bad situation. You are a good parent even if your hair is a mess and you look like hell.”

“ I have learnt to distinguish between the child I have at home and the child in the reports…”

Page 5: Client and Worker Resourcefulness in Face of the System

Self care

• Exercise, go for a walk

• Use respite

• Pace yourself- you have a long way to go

• Stick to what works

Page 7: Client and Worker Resourcefulness in Face of the System

Getting Help

• Get a good case worker

• “Cut hostile people out of your life immediately…don’t let them wreck the joint before they go”

• Create a support system

• Be honest about desperation levels “If you put on a coat of armour no one is going to help”

Page 8: Client and Worker Resourcefulness in Face of the System

Decision Making• Pursue only things you have 80% chance

of obtaining “ditch the rest, by the time you get it you won’t need it and have learnt to do without it.”

• Filter Information “Beware of fancy advertising. All that people say their service does doesn’t always turn out in reality. All that glitters is not gold - or don’t believe

everything you read on the internet”.• Take your time

Page 9: Client and Worker Resourcefulness in Face of the System

Advocacy tactics• Persevere and persist: You are only answerable

to your own child “ ..you need to look your child in the eye and say I did my best”

• What wouldn’t you do for your child? • Read the people you are dealing with• Win people over “ you cannot change people,

they either get it or they don’t. No amount of argument will win someone over. Take cookies, not lawyers to meetings.”

• If all else fails keep an onion in your hanky • The power of letters, writing things down

Page 10: Client and Worker Resourcefulness in Face of the System

Advocacy tactics Cont..

• Play the game “ obtaining services is like a game- learn the rules and choose your weapons carefully. Most of your weapons will be emotional ones: use your words and your feelings carefully.”

• “Use your child’s disability label to your own discretion. No one will see you without a label.” The more severe the diagnosis, the more support available.

Page 11: Client and Worker Resourcefulness in Face of the System

Issues Faced Strategies Used Ideal System

Lack of knowledge

Obtain information

National data base, resource booklet,

Communication and documentation

Filing, notes, writing letters

Clear application process, centralised funding

Feelings of helplessness & frustration

Believing in self, getting help, decision making, advocacy

More resources

Page 12: Client and Worker Resourcefulness in Face of the System

Worker Strategies

• Begin with the end in mind

• Networking

• Be a clear communicator

• Act sooner than later

• Don’t Give Up

• Enjoy the challenge

                         

                      

Page 13: Client and Worker Resourcefulness in Face of the System

Worker Strategies

a) Begin with the end in mind ..ie be guided by clients goals; “Instead of trying to meet the families needs, in terms of what they are eligible for?, ask What do you need? and you might have to be creative to go about getting that need met.”

b) Don’t Give up and try a new way “There are different ways to fight not just being

aggressive, think and reflect with people and take a different approach.”

Page 14: Client and Worker Resourcefulness in Face of the System

c) Networking

• At every possibility • Gentle advocacy ie “Appeal to the humanity of

that service …I’m not expecting you to be able to do this but….”

• Brainstorming with other services about what they would do or recommend.

• Working in a partnership together ie having a 2-way relationship

• Compliment and acknowledge what a service does well

Page 15: Client and Worker Resourcefulness in Face of the System

d) Be a Clear Communicator • Discuss boundaries and expectations of

services for clients- be a service that is open about your criteria and processes

• Explain the system- “ like waiting lists and the process of getting linked in. See what support they have to manage the situation in the meantime.”

e) Enjoy the challenge• develop confidence and competence in dealing with complex situations

Page 16: Client and Worker Resourcefulness in Face of the System

The Ideal Service

Client’s Views• Early allocation of a

case worker• Funds allocated to

child• Clear application

process• More resources• Information

Worker’s Views Fast assessment

More flexibility Needs specified clearly Utilise Volunteers    Group work ST and LT solutions

Page 17: Client and Worker Resourcefulness in Face of the System

Differences Between Clients and Workers

• Not an extensive list of strategies – ones that stood out as useful ones.

• Workers are in a different place – proactive from initial contact whereas clients have to find a way into the system

• Workers have more resources & training yet clients and workers can be just as frustrated by the system and both have to learn new strategies to overcome barriers.

Page 18: Client and Worker Resourcefulness in Face of the System

Conclusion

• How do we help each other to do these?

• How can we be assured that our communication with clients is clear and understood?

• How do we link parents together to share their experiences and information ?

• Comments and Questions?

Page 19: Client and Worker Resourcefulness in Face of the System

Intensive Family Support Options Contact details:

• Don Coles – Clinical Co-ordinator Ph 02 9972 8177 [email protected]

• Pepi McIntosh – Family Therapist Ph 02 9972 8175 [email protected]

• Christine Castle – Family Therapist Ph 02 9972 8163 [email protected]

Page 20: Client and Worker Resourcefulness in Face of the System

The Questionnaire1. Can you tell us about your experience of negotiating with services?

2. What are the sorts of approaches you’ve found most useful?

Ie What has helped you? Worked for you?

3. Which approaches do you feel the most comfortable with?

4. How do you make a decision about which approach to take?

5. What feelings arise when you are faced with barriers?

6. What do you do to cope with the feelings that come with trying to get your needs met within the system?

7. Which approach is the least effective for you?

8. What networks are you using?

9. If there was an ideal service, what characteristics

would be the most crucial for meeting your needs?

10. What would you recommend to other parents to help

them negotiate the system (services) more effectively?