Resiliency
The resiliency approach emphasizes the strengths of the client, and stresses the vital role that caring adults can play in a young person's life. A caring adult can be what is referred to as a "turnaround person" to the young person. A turnaround person can help a young person by showing them care, compassion, and respect; maintaining high expectations and encouraging them; and helping them feel needed by linking them to jobs, activities, and other interests.
Stages of the Relationship
Stage 1- Current State of Affairs - Clients tell the case manager their story. The case manager listens and assesses what the client believes the current state of affairs to be, how much insight and maturity they possess, who, if any, are their main sources of support, and any other information that could help to build a good relationship with the client.
Stage 2 - Preferred State of Affairs - The case manager assists the client in identifying their goals and developing hope that some of their problems can be solved.
Stage 3 - Strategies For Action - The case manager helps the client come up with strategies to meet their goals.
The First Meeting
It is important to make a good first impression on the client during the first meeting, as this will set the tone for the rest of your relationship. The case manger must build rapport with the client by making them feel understood and excepted. Show them you are genuinely interested in them by asking questions like: What do you do for fun? How do you spend your free time? What places do you like to go? Find out what you have in common with the client. Clients will also feel more comfortable if they have a good understanding of what your role as case manager is, and how the process works. So take time to explain, and make sure they understand these things.
Client-Centered Case Management
Start "where the client is", and try to see the world through the client's eyes. Do not give unsolicited advice, but rather help the client come up with solutions of their own. Try to understand the client in the context of their culture.
Self-Disclosure
Avoid expressing personal feelings that are not helpful to the client.
Stating Personal Opinions
Consider how your opinions might affect the client before you share them. Always allow the client to reject your opinions in favor of their own. The case manager may be an expert on the process of case management, but they are not an expert on anyone else's life.
For more information on this topic, read the article: 6 Tips for Building Lasting Client Relationships.
One question I had while reading this chapter was: What do you do if the client resists every effort you make to establish a good relationship?
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