Case Management
In the past 4 months since I started as case manager at SYM, one of the main things I have learned is that case management looks different for every client. For some it may be overcoming the financial barrier of getting an ID card, for others it’s helping navigate often daunting systems like SSA and DSHS, and some clients just need someone to walk with them on their journey. Although all clients' needs and stories are vastly different, an experience that many share is feelings of confusion, frustration, and sometimes hopelessness as they navigate complex social systems. As case manager, my hope is to help provide support and resources to alleviate some of the burden that comes with finding a path to healing alone.
When working alongside clients, a common struggle that I have seen is the multitude of barriers and setbacks that build upon each other and create added uncertainty to the already overwhelming stress of housing insecurity and financial instability. Whether it’s sitting on hold for 3 hours to renew food benefits, actively applying for jobs and seeing no response, or being on a waitlist to get housing, I have seen firsthand how hope and optimism can quickly turn into restlessness and frustration. Without the time, resources, and/or mental capacity to take on these barriers, helping in seemingly small ways can be incredibly impactful.
For instance, a major resource that can open doors for clients’ is a $55 ID. An ID can help clients apply for jobs, open a bank account, and receive government benefits. In fact, an ID is required to access a majority of overnight shelters and day centers in Seattle. However, some common barriers that prevent people from obtaining an ID include cost, transportation, or lack of vital documents to prove identity. At SYM, we are able to help reduce these barriers by giving clients a ride to the DOL, helping them pay for their ID, and providing our mailing address for them to receive the ID. This is just one example of how SYM’s services can provide access to essential needs and reduce stressors in a clients’ life to help them make steps towards their goals.
The most important yet unexpected aspect of case management that I have come to understand is the importance of fostering connection, trust, and relationships with clients. At such a vulnerable, uncertain, and often scary time, people may reject the offer of help for various reasons. In my work, I have found that small gestures of kindness like remembering names and birthdays, serving food during Breakfast Program, or doing art projects during Drop-in can help develop relationships that are not merely transactional, but instead promote healing, well-being, and a sense of belonging. In this way, case management is not only about connecting clients to resources and responding to needs as they arise, but it is an ongoing process of listening, working towards goals, providing support, and, of course, celebrating achievements!
written by SYM Case Manager, Grace Zackula