Clients may feel overwhelmed by the benefits process, not confident that they will get the benefit, or alone and frustrated. Your staff can act as cheerleaders, providing encouragement, and empathy to clients throughout their journey to access benefits.
There are many ways to provide support to a client, including:
- Checking in to see how someone’s application for social assistance is progressing
- Helping a client to set goals and supporting their next steps, including keeping them accountable
- Actively listening and acknowledging what they are experiencing as they navigate the systems
- Encouraging them to appeal if they are denied the first time
- Being there as they make a phone call or review an email for them before they send it
- Checking in to see if they have mailed their application