Chapter Five:  The Client

 

  1. Human Services recipients may be called a client, a __________ or a customer; each term has a slightly different connotation.
  2. The textbook uses the term “_______” because it is the term most used in agency settings.
  3. There are several ways to look at the problems for which clients seek service:
    1. The developmental theory approaches problems from a life span perspective; problems are defined in terms of life _______ or tasks that occur during the ___________.
    2. The situational perspective describes problems that have developed as a result of accidents and other ___________ points in life.
    3. Problems can also be viewed as a part of meeting human ________.
    4. ___________ change has also been suggested as having a primary effect on the problems that individuals experience.
    5. __________ may also be a critical factor in understanding the problems faced by an individual or family.
  4. Clients can be individuals, families, small groups, communities, geographic areas, etc.

The Whole Person

  1. The “________________” refers to viewing an individual, including looking at the following perspectives: psychological, biological, cultural, social, financial, educational, vocational and spiritual components.
  2. Problems are a _____________ part of life.
  3. Problems in living can be seen as having two components: a _________ of the problem and a course of ____________ leading to its resolution.
    1. Problems can be described as a situation, event or condition that is ____________ for the client
    2. The course of action may be differently perceived by the ________ and the client.

Understanding Client Problems:  Four Models

  1. A Developmental Perspective
    1. Individuals are seen as engaging in certain _____________ tasks at certain points in their lives
    2. Erikson describes eight stages that individuals may complete:

                                                               i.      Basic Trust versus Basic Mistrust – In this stage, ___________ learn that they will consistently have their needs met; a person who does not experience this will have difficulty _______ others in later years.

                                                             ii.       Autonomy versus Shame and Doubt – At this stage, toddlers are adventurous but also unsure of themselves and they do not know the alternatives and _________ of their actions in trying new things. If the child does not get both encouragement and protection from the consequences during this stage, he may later be reluctant to try new things and __________ his or her abilities.

                                                            iii.      Initiative versus Guilt – At this stage, the child can define a ________ and work to complete it; this includes demonstrating cooperative effort, enthusiasm and acceptance of responsibility; Successful completion of this stage generally leads to an adult who will accept _____________________ and find pleasure in developing his abilities.  If a child does not master this stage, she will become an adult who is unable to take _________ and doubts her ability.

                                                           iv.      Industry versus inferiority – This is when the child begins to experience life as a worker and provider, and starts to develop good work skills.  If the child does not develop a sense of being ____________, he may later have a fear of inadequacy, which may result in poor performance, low expectations, or both.

                                                             v.      Identity versus role confusion - The adolescent in this stage begins to combine the identity formed in the previous stage with what she must accomplish in the next stage, complicated by physical growth and _____________.  This is the time when adolescents struggle to make sense of the adult world in terms of ____________ experiences.

                                                           vi.      Intimacy versus Isolation – Young adults in this stage desire to establish ___________ relationships that may include mutual love, sexual intimacy and parenting.  An inability to establish intimacy may result in _____________

                                                          vii.      Generativity versus Stagnation – This is the stage in which the adult assumes responsibility for ___________ the next generation, guided by the children’s needs.  All adults, even those who are not biological parents, have such responsibilities.  Acceptance of this role helps the adult avoid stagnation and loss of purpose.

                                                        viii.      Ego Integrity versus Despair – To maintain ego integrity, an individual should have successfully completed the previous seven stages.  During this stage, the older adult understand and accepts life as it has been experienced, assumes responsibility for that life, and accepts __________ as the final part of the life cycle.

    1.  These stages are considered a ___________, and are experienced in different ways by different people
    2. A developmental stage begins when the tasks of that stage are of __________ importance and it ends when the individual’s focus has __________.
    3. Even if a task is finished, it is not necessarily finished __________, and may impede the individual’s ability to successfully complete other stages.
    4. There are factors in Western culture that are affecting the stages, including earlier puberty, extended ____________, extended middle age, and longer late adulthood
    5. The developmental model may be helpful for the human services professional to assist him in having a basic understanding of the _______________________ and the changes that a person normally experiences; this model may help the human services worker determine whether the problem occurring is a problem in living that might be expected or a departure from the _______________.
    6. The perspective from several ____________ may be necessary to fully understand an individual’s situation.
  1. A Situational Perspective:
    1. Situational problems usually occur because an individual was at a certain place at a ____________ time; they are viewed dissimilarly to developmental problems as they are not seen as a result of __________________ to complete tasks, and in fact may have little to do with the actions of the individual experiencing the problems.
    2. The client’s responsibility in these situations begins once the situation has occurred and has been identified as a _____________.
    3. Situational problems may be linked to other _______________ problems but the focus can begin on the situational problem.
    4. Situational problems can lead to short or long term difficulties, or both.
    5. Individuals experiencing situational problems are often seen as ___________

                                                               i.      One of the first responsibilities of the helper is to move the client from the role of victim to the role of taking ____________ for personal actions and thoughts.

  1. Meeting Human Needs:
    1. Human problems can also be defined by identifying basic human needs and determining which needs are not being __________.
    2. Maslow’s Hierarchy of Needs is helpful in the problem identification process.

                                                               i.      Maslow believes that needs exist in a _____________and individuals cannot address higher order needs until their most basic needs are met.

                                                             ii.      Others have suggested that needs can be divided into two categories – Deficiency needs and Being needs, with __________ needs encompassing the first four levels and being needs encompassing the top level.

1.      There is a debate about how to best ensure that abused children’s needs are being met

2.      There is a similar debate with natural disasters such as hurricane Katrina

  1. Social Change and Its Effect
    1. Social change, the breakdown of many traditional forms of        society, and ___________ between old and new values create problems for many people

                                                               i.      An example of these problems is the experience of  homelessness, particularly for children

    1. Rapid social _______________ leaves many people in unfamiliar situations, often without the skills and support needed to navigate these changes.
  1. Environmental Influences

                  a.  Factors or individuals closest to the client have a ___________ impact

                       (primary)

                  b.  Neighborhood, social organizations, and faith-based       organizations are

                       _________________ influences

c.       Factors with the _____________ influence are international or global

      changes

  1. Defining Strengths
    1. This is included in ____________ the nature of problems
    2. Building on ______________ can help clients approach their problem areas by using their past successes.
    3. Identifying strengths can help a client develop a new _____________ on their problems

Clients as Individuals, Groups and Populations

  1.  Clients may be thought of as individuals, groups or populations.
    1. Individuals are usually worked with one-on-one; however, there are usually several ___________ in the situation.
    2. Clients may also be perceived as a group.  This can include a couple, a family, or several individuals with a __________situation or problem.
    3. Larger groups may be considered a population, including neighborhoods, cities or counties, problem populations, or geographic regions – the problem may be seen as a community, national or ___________ problem.

Getting Help

  1.  People do not always get the help they need for several reasons.
    1. Ways of Getting Help

                                                               i.      Individuals may get involved in the system through self-referral and by ___________of others

                                                             ii.      Clients may also be ___________ into services

                                                            iii.      Clients may also receive services ______________, as part of a larger population

    1. Referral

                                                               i.      Self-referral generally occurs when individuals have tried numerous ways of __________ but have not been successful in addressing their problems.

                                                             ii.      Friends, neighbors and acquaintances may also make ______________

                                                            iii.      Another professional may make the referral

1.      In this situation it is most helpful if the other professional has ___________ the problem and begun to provide some alternative solutions; referral may be one of those alternatives.

                                                           iv.      When making a referral, it is important to provide the potential client with as much _________________ as possible about the agency to which the referral has been made.

    1. Involuntary placement in the system

                                                               i.      Involuntary clients are referred from other agencies or persons of authority and may present more ____________ because they have not chosen to receive help.

    1. Inadvertent services

                                                               i.      These are clients who are part of a larger population that is ______________ for services.

1.      For these clients, getting services does not depend on the individual’s need or ______________________ for services.

2.      These services may provide help but they also may have limitations and the consumers often do not have ___________ into the services provided.

Barriers to Seeking Help

  1. There are often barriers to people seeking professional help
    1. Clients believe problem is too difficult or too _________________
    2. _____________ factors may prohibit seeking help
    3. Clients may not wish to _____________ to a stranger
    4. Client may be unable to________ for services or lack time or _____________
    5. Clients may fear a loss of ___________ or may be reluctant to change
  2. There may be barriers to friends as helpers
    1. Clients want people to think __________ of them
    2. Clients often do not find family and friends to be ___________
  3. The Reluctant Client
    1. Client reluctance should be _______________
    2. Client’s reluctance at the beginning of the helping process is often ____________________

The Client’s Perspective

  1. Clients often come in for services with ____________ ideas about what will happen.
  2. Client Expectations:
    1. Clients come for resources or to ____________ problems
    2. Clients expect helpers to __________, help them decide what to do, and help them do what needs to be done
    3. Clients want __________ solutions and quick answers
    4. Satisfied clients cite positive concrete outcomes such as better living conditions, food, or _____________ of skills
    5. Clients may be reluctant to define something as a problem if they do not believe it can be ______________.

Client Evaluation of Services

  1. Clients nowadays are more ____________ about what they expect and what services will satisfy them.
  2. Client’s view of  services after receiving the services are often consistent with prior ______________
  3. Client satisfaction can be linked to the following factors –
    1. The client’s______________ of the helper.
    2. Having a good _______________ with the helper.
    3. Client’s participation in the helping process, including the ___________ they give and the accuracy of the information they receive.
    4. Clients are more satisfied if the helper has an ability to ________________ and by the amount of change that clients think occurs during the helping process.
    5. Clients also feel positive when there is a _____________ environment.
  4. Client dissatisfaction can be linked to the following:
    1. When the client wants concrete, material help and the helper wants to focus on ______________ and personal problems
    2. Clients receiving unwanted help and _______________may be very dissatisfied.
    3. When there is a lack of _______________ about the problem and the intervention or plan to solve it.