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Riddhi Mukhopadhyay and Michelle Lucas
Statewide Legal Advocate Training
October 11, 2018
ADVOCATING FOR HIGH NEEDS CLIENTSTIPS & STRATEGIES
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
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
Trauma & High Needs Clients
WHY IS A CLIENT HIGH NEEDS?
TRAUMA
WHY IS A CLIENT HIGH NEEDS?
TRAUMA
Intersectionality
Polyvictimization
Cognitive barriers
Victim Blaming
Cultural Barriers
Lack of community
WHY IS A CLIENT HIGH NEEDS?
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
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
High Needs Characteristics
IMPORTANCE OF IDENTIFYING HNCs
“We are soft wired to
experience another’s plight as
if we are experience it
ourselves.”- Jim Rifkin “Empathetic Civilization”
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
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
HOW TO IDENTIFY HNCs
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
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
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
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
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
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
PREEMPTIVE STEPS
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
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
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
EXPECTATIONS OF HNCs
Most of us are good about managing client
expectations…
but some clients expect beyond what is
realistic.
HIGH NEEDS PERSONALITIES
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’
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
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
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
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
HIGH NEEDS DOs and DON’Ts
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
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)
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
TEAM APPROACH
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
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
TRUST YOURSELF
REMEMBER: You are the professional.
THANK YOU!
Clients need your:
▪SKILLS
▪HELP
▪EXPERIENCE
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
