Page 39 - 2021 MHA Start-up Guide

Warmth is critical, but there is a point at which excessive friendliness can negatively affect client
experience . Setting appropriate boundaries can actually make community members feel more at
ease . Many marginalized populations have limited ability to control personal boundaries . From
homeless shelters to jails to foster care, clients often don’t get to determine when and where they
have privacy . Maintaining a professional demeanor with these individ-
uals can show your commitment to their retaining ownership of their
bodies and experiences . A collaborative spirit,
warm welcome and
A common example of this is the physical examination . The med- respect for privacy are three
ical provider usually wants to hear the history of the current
problem before conducting an exam; the client on the other ways mobile programs can restore
hand will often expose an ailing body part as they describe a sense of autonomy to community
the problem . This may come from their experience of having members, but there’s a fourth
to expose their bodies on demand for corrections officers, their
clients, etc . By simply saying “I want to help you with your prob- element that’s just as
lem, but I’d like to hear about it before I see it, and I want you to important: respecting
have as much privacy and control in how you show it to me as you client priorities.
want,” you can provide quality medical care and convey your com-
mitment to the client’s agency .

A collaborative spirit, warm welcome and respect for privacy are three ways mobile programs
can restore a sense of autonomy to community members, but there’s a fourth element that’s just
as important: respecting client priorities . Because the people who will use your program may
have had limited access to care, they may have many needs when you first meet them. When
presented with someone in need, you may want to help them as much as possible and as quick-
ly as possible . It’s a wonderful instinct, but without close monitoring, it can end up alienating
vulnerable clients. Remember that no matter how extensive their list of needs is when they first
approach you; chances are they have one or two that is most urgent to them . Your initial job is
to identify and attend to those . By doing so, you’ll build the trust necessary to address all their
issues later on .

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