A Provider’s Story – From Summer  2007 Newsletter

I received a referral for an adolescent male who was in the legal custody of the Department of Social Services. We will call him Sam. Sam was living in a therapeutic foster home when I began working with him. Sam was undiagnosed and; therefore, had not been treated for the abuse of prescription medication. He did, however, have a diagnosis of Conduct Disorder and Mood Disorder NOS.

First Encounter: Assessment
The young man presented to the living room. He immediately stated, “I don’t want to do counseling. I have received counseling since I was two. What are you going to do?”

I responded to the young man with, “I don’t know what your past experience has been with professionals or adults but I am willing to do my best. If I don’t help you within two weeks then fire me.”

What I heard from this young man was, “can you really help me and that other professionals may not have helped as much as they said they would?” Mistrust and disappointment had defined his prior experiences with human service professionals. It is important to help consumers understand that there is something in this process for them. Professionals have to sell services in a manner that lines up with consumers hopes and dreams.

I started the assessment and within the first 45 minutes I had hit a sore spot for the consumer. I mentioned his cuts on his arms and he responded in a rage. I immediately stated, “It’s apparent that I have offended you in some way. I’m sorry, I have no intent of hurting you. I don’t know you yet. You will have to teach me how to communicate with you.” I pushed the assessment to the side and from memory re-engaged Sam in the assessment until its completion.

Second Encounter:
The consumer asked, “Do you really want to know me?” He took me down to his room in a finished basement. He dimmed the lights and played a song that was cold and dark in its content. The song spoke of evil, blood, and the dark side. Within I was moved and disturbed. I made a conscious effort, however, to maintain a neutral disposition. I thanked the consumer for allowing me to experience his world and help me gain a greater understanding of who he was.

Third Encounter:
I received a call from Sam’s Social Worker reporting that Sam’s placement had been disrupted, and he had to be moved to another home outside the county. I was invited to the team meeting. I believe that providers should find a way to be a part of the team meeting process.

Despite Sam’s initial unwillingness to receive services, he stated that he wanted me to continue working with him. He was able to get beyond my unintended offense at our first meeting. He engaged in the therapeutic relationship quickly and seemed to find value in our sessions.

I asked myself the question, “What are the common elements that consistently engage, empower, equip consumers and that get optimum outcomes that move children and families closer to recovery and wellness?” I have found the following keystones to be reliable skill sets that often yield desired outcomes for the professional and the consumer:

7 Keystones by Michael Kendrick
A commitment to know and seek to understand.
A conscious resolve to be of genuine service.
An openness to being guided by the person.
A willingness to struggle for difficult goals.
Flexibility, creativity, and openness to trying what might be possible.
A willingness to enhance the humanity and dignity of the person.
To look for the good in people and help bring it out.1

~Submitted by Christopher Townsend LPC, LCAS, CCS, NCC

1 Kendrick, Michael. When people matter more than systems. Keynote presentation for the conference “The promise of opportunity,” Albany, NY, March 27-28, 2000.