ADVOCATING FOR HIGH NEEDS CLIENTS · do not need to know the details) •Explain why you are asking...
Transcript of ADVOCATING FOR HIGH NEEDS CLIENTS · do not need to know the details) •Explain why you are asking...
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Riddhi Mukhopadhyay and Michelle Lucas
Statewide Legal Advocate Training
October 11, 2018
ADVOCATING FOR HIGH NEEDS CLIENTSTIPS & STRATEGIES
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Sexual Violence Legal Services
Holistic, trauma-informed, legal services for survivors of sexual violence through:
• Advocacy
• Education
• Litigation
• Resources
• Referrals
• A program of YWCA Seattle | King | Snohomish
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Sexual Violence Legal Services
Protection orders
Victim rights in criminal cases
Immigration
Employment
Education
Housing
Family law (hotline or consultations)
Other legal needs related to safety and
stability
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Trauma & High Needs Clients
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WHY IS A CLIENT HIGH NEEDS?
TRAUMA
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WHY IS A CLIENT HIGH NEEDS?
TRAUMA
Intersectionality
Polyvictimization
Cognitive barriers
Victim Blaming
Cultural Barriers
Lack of community
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WHY IS A CLIENT HIGH NEEDS?
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Trauma-Informed Advocacy
Attending to survivor’s legal needs, while considering non-legal needs:
• Adapting advocacy to survivor
• Affirming traumatized responses
• Awareness of systemic victimization and trauma
• Non-victim blaming language and conduct
• Resources and referrals
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Trauma-Informed Communication
• Set parameters (length of time you can discuss the case, types of information you can and can’t provide, etc.)
• Listen empathetically, but professionally• Reduce repetitive requests for traumatic narratives (you
do not need to know the details)• Explain why you are asking sensitive questions• Respect privacy, safety concerns• Remember/reassure that emotional responses are
normal, acceptable• Tell victim what to expect, as much as possible• Don’t be too hard on yourself (e.g., unexpected triggers),
an apology goes a long way
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High Needs Characteristics
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IMPORTANCE OF IDENTIFYING HNCs
“We are soft wired to
experience another’s plight as
if we are experience it
ourselves.”- Jim Rifkin “Empathetic Civilization”
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IMPORTANCE OF IDENTIFYING HNCs
Passion and dedication fuels
our work but can be a double-
edged sword with HNCs
▪ Brings us down
▪ Makes job more difficult or
ineffective
▪ Takes time and energy away
from other clients
▪ Source of additional stress
and burnout
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WHY IS A CLIENT HIGH NEEDS?
Difficult Personalities
▪ Creates conflicts with you
as an advocate
▪ Hinders your ability to do
your job
▪ Interaction is consistent
with other agencies and
individuals
▪ Can be because of the
trauma…but not always
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HOW TO IDENTIFY HNCs
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HOW TO IDENTIFY HNCs:FIVE STAGES OF HIGH NEEDS CLIENTS
DENIAL
“I don’t want to think about it”
“I’ll deal with it later”
▪ Protects us from being overwhelmed
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HOW TO IDENTIFY HNCs:FIVE STAGES OF HIGH NEEDS CLIENTS
ANGER
“It’s NOT FAIR!”
“What is it now?”
▪ When we start to face reality
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HOW TO IDENTIFY HNCs:FIVE STAGES OF HIGH NEEDS CLIENTS
BARGAINING
“What if I did this? Would that make you
happy?”
“Please, just give me a break!”
▪ Creates a temporary escape/hope for
us
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HOW TO IDENTIFY HNCs:FIVE STAGES OF HIGH NEEDS CLIENTS
DEPRESSION
“What’s the point?”
“I can’t do anything right in this case.”
▪ Reality starts to sink in for us
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HOW TO IDENTIFY HNCs:FIVE STAGES OF HIGH NEEDS CLIENTS
ACCEPTANCE
“How do I start dealing with this?”
“Ok, what do I need to do?”
▪ We start identifying solutions
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HOW TO IDENTIFY HNCs
FIVE CHARACTERISTICS OF HIGH NEEDS CLIENTS
▪ Multiple provider/agency failures
▪ High risk of violence
▪ High risk of abuse
▪ High risk of legal action
▪ High risk of suicide
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PREEMPTIVE STEPS
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PREEMPTIVE STEPS
▪ Explain Rights & Responsibilities
(orally and in writing)
▪ Client’s responsibilities
▪ Agency’s responsibilities
▪ Create clear expectations and boundaries
▪ How often you will check messages
▪ How often you can get back
▪ What will prompt you to make contact
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PREEMPTIVE STEPS
▪ Develop a Service Plan
(orally and in writing)
▪ Explain all options and procedures
▪ Client chooses best option
▪ Give client ‘homework’
▪ Demonstrates commitment to the case
▪ Clarifies client’s understanding
▪ Assign based on client’s ability
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PREEMPTIVE STEPS
▪ Maintain notes
▪ Conversations about next steps
▪ Balance with privilege/subpoena considerations
▪ Continue to acknowledge trauma
▪ Goal is to understand beneficial communication style
▪ Listen to the client
▪ Story and description of self
▪ Questions
▪ Humor and non verbal cues
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EXPECTATIONS OF HNCs
Most of us are good about managing client
expectations…
but some clients expect beyond what is
realistic.
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HIGH NEEDS PERSONALITIES
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HIGH NEEDS PERSONALITIES
The Hostile/Aggressive Client:
▪ Confrontational and pushy
▪ Belittling of you in front of others
▪ Makes you question the quality of your work
▪ Possible Responses:
▪ Anger is acceptable, abuse is not
▪ Tell them you cannot help when abusive
▪ Set limits, step away
▪ Rely on the facts, not emotion
▪ Allow them to ‘save face’
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HIGH NEEDS PERSONALITIES
The Know-It-All Client:
▪ Low tolerance for contradiction/correction
▪ Dominates conversation
▪ Imposes opinion and knowledge on everything
▪ Possible Responses:
▪ Know your facts and be prepared
▪ Listen carefully and paraphrase
▪ Use questions to raise issues
▪ Stay issue focused
▪ Use their names in the conversation
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HIGH NEEDS PERSONALITIES
The Yes WoMan Client:
▪ Agrees without thinking through
▪ Wants to please and not disappoint
▪ Seeks approval
▪ Possible Responses:
▪ Empower, do not decide for them
▪ May need time to come back/think
▪ Remind them their opinion has value
▪ Give them permission to say ‘no’
▪ Have them talk through pros and cons of options
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HIGH NEEDS PERSONALITIES
The Nonresponder/Staller Client:
▪ Hopes a better choice will present itself
▪ No verbal or non verbal feedback
▪ Uncertain and timid, difficulty speaking honestly
▪ Possible Responses:
▪ Ask them what is preventing action
▪ Don’t fill the silence
▪ Hold them to deadlines
▪ Provide resources and may need time to comeback/think
▪ Ask open-ended questions; start with non-threatening topics
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HIGH NEEDS PERSONALITIES
The Pessimist/Whiner Client:
▪ No idea works or is fair
▪ Avoids taking responsibility
▪ Everyone else needs to solve the problems
▪ Possible Responses:
▪ Don’t respond if they are blaming you
▪ Don’t sympathize if they are at fault
▪ Make them propose solutions
▪ Make sure their presentations of the facts are correct
▪ Set clear boundaries, individually and as an organization
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HIGH NEEDS DOs and DON’Ts
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HNC DOs
▪ Choose your words and your battles
▪ To escalate or deescalate?
▪ Assume positive intent
▪ Less “but,” more “and”
“I feel your are angry but…” v. “I hear you and…”
▪ Default to transparency
▪ Be clear about other clients you are serving/budgeted time
▪ Admit limited knowledge or mistakes
▪ Acknowledge being treated disrespectfully
▪ Avoid “I feel” with overly emotional clients
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HNC DOs
▪ Propose reasonable fixes
▪ Should be attainable but does not have to be perfect
▪ They may bring up potential obstacles
▪ Acknowledge, but stand strong
▪ Respectful interruptions
▪ Use their name
▪ Use precise language in response to exaggerations
▪ Summarize
▪ Be clear in your role
▪ Develop concrete objectives/steps (provide in writing)
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HNC DON’Ts
▪ Do not take it personally
▪ Do not circle talk
▪ Do not try to solve every problem
▪ Do only “what is needed” to help client feel more secure
▪ Be effective and functional, not client’s everything
▪ Do not accept verbal abuse
▪ Step away from shouting/insulting/blaming
▪ Respond to conflict but avoid baiting/presupposition
▪ Do not default to savior/rescuer mentality
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TEAM APPROACH
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TEAM APPROACH
Key principle: You do not have to be alone
▪ Venting is self-care▪ Let team know you’re overwhelmed▪ Ask for input/assistance
▪ List or staff cases of high needs clients ▪ Without preemptive steps, takes much of their time▪ Develop response plan with staff (interrupting
meeting or being nearby)▪ Create agency/team wide notification system for
hostile situations
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TEAM APPROACH
Integrity of the agency and team comes first:
▪ Sometimes the best decision is to walk away▪ Sometimes you may have to terminate the client
relationship▪ Does not prevent the agency from providing
services in the future▪ Even in client-centered services, cannot work with a
client who is unwilling to work with you
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TRUST YOURSELF
REMEMBER: You are the professional.
THANK YOU!
Clients need your:
▪SKILLS
▪HELP
▪EXPERIENCE
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Need Technical Assistance?
Email us
Send us a referral by email. Copy of referral form attached to the end of handout:
Call us
Encourage self-referral through our legal line. If you are not sure if the client needs a referral, call to staff a case with us:
(844) 999-SVLS (toll free)
(206) 832-3620
Find us online
See if the resources on our website are helpful:
www.svlawcenter.org