Some clients will arrive with urgent issues, some that you can assist with directly and others that may take longer to find solutions, for example: A person has received an eviction notice and is finding it hard to secure some affordable accommodation, they may have 30-60 days to do that. Suggest some options and some steps that they can take:
- Register with Community Housing
- Apply for Rent Bond Assistance
- Gain quotes from removal companies
Research alternatives - Rentals in another suburb, share accommodation, temporary housing such as with relatives and friends, caravan parks or camping (if possible)
As you assist the client, seek consent to work with them, offer the use of Computer to research rentals and other information, as well as applying for Bond loan if needed.
As your experience grows with assisting people in need, you will gain knowledge on the types of assistance available, use a checklist or take notes as what has already been completed and what options have yet to be explored.
TASK Work with another volunteer and discuss what they do in certain circumstances and share ideas, if you have not experienced a client with similar issues it can be challenging. Many workers and volunteers have developed a resource folder of information and contact details of services that can help. There are brochures and lists of services under issue headings such as: Legal, Financial, Housing, Food and Mental health - to name a few.
Another scenario is: A client arrives in distress, they had just received an extra large electricity bill, they already have too many financial commitments - they don't know how they can manage it!
Some options to suggest would be an appointment with a budget counsellor who can also ring up the Energy provider asking for an extension. Other welfare services such as Salvation Army and St Vincent De Paul may help with a voucher towards this bill, and food or other support which may help. If the client also has fines to pay, you can suggest that there are other possibilities to assist them with paying off their fines.
Use your listening skills and clarify your understanding, if needed ask the client to repeat it. Confirm with them if their needs have been met, if it is not possible, give them direction and information on the next steps to take, which may include: Appointment time and date with a service worker, a form to complete, information the client needs to gather before they can gain assistance.
If a clients needs are various and complex, try to give direction on some, refer to your supervisor if you feel overwhelmed or to confirm the steps you have suggested for the client to undertake. Someone who is under stress and unsure what to do, your direction and understanding will ensure that you care and are trying to assist them. Offer them information and state what you can do today, and what will need to wait until they have an appointment with a service provider.
If your client is from a Non English Speaking Background, be patient, they may need an interpreter, which can be arranged if needed. Write important information down, such as appointment time and date, sometimes a client might have the ability to read English, better than understanding the spoken word. You can ask them to write down their name, and contact details to ensure you have them correctly listed. Ask a co-worker or supervisor if needed to confirm you have the details correct.