Meeting Clients Where They Are

It was a common expression in social work school to "meet a client where they are" or "start where they client is". What does that really mean though? I used to think it refer to our language and how we spoke to those we worked with. We want to avoid professional jargon and use words that are readily understood. It also meant something else that I am struggling to find words to explain. This seemed to be an idea that was more assumed than practically taught. Over the years, I believe I've developed a more practical understanding of what it means to meet a client where they are. 

Home

This seems to be the most logical place, but it didn't dawn on me until I was in training supervision with a social worker who really believed in and practice home-based therapy. She explained that a client's home was really the place to get a better understanding of the client in their environment. It also cuts down on transportation issues which always seems to be mentioned as a top barrier to treatment. We can meet a client where they are by physically going to their home (however they define it). 

At least in my community, we seem to have a philosophy of build it and they will come. As we now see this does not work when their is a national pandemic. We need to be more mobile and flexible in how and where we meet clients. Telehealth has been great, but it's not for everyone. There are accessibility issues around technology that 

Then there is the ongoing issue of social workers just not wanting to do home-based. We need better advocacy and attention in getting social workers out into the community. 

Office 

Sometimes the home is not a space place for clients so they need to go to the office for services. We need places where we have control so we can make them safe for our clients. Not everyone client will feel comfortable with a social worker in their home. There is definitely a balance of home-based and office-based that needs to be made. 

But, can our offices meet clients where they are? I believe so. 

Include things in your office that reflects an element of the personal. Your office shouldn't be cold and sterile, but should help a client connect with you. It doesn't have to be a complete disclosure of your life, but some element that helps reflect who you are as a person. 

There are some cultural considerations to make here as well. If you work with a lot of Latinx clients, consider having some cultural elements reflected in your office. If you work with a lot of LGBTQ folx, consider having elements that reflect this group. Having elements in your office can help clients connect with the space and with you. 

Presentation

Recently in a supervision group I lead, a social worker said that we need need to present how the client feels comfortable. This makes total sense, but I don't think we often consider that in meeting a client where they are. Obviously, well maybe obviously, presentation includes our body language and attitude. We want to present in a way that is open and warm, and gives our full attention to the client in the moment; really to be present with that client. However, it could include the clothes we wear. Wearing clothing that reflects the client's comfort. If the majority of your clients are business professionals and wear that type of clothing then a social worker may do better in a suit and tie, but if the clients a social worker is working with are not wearing what society deems as professional attire then the clothes social workers wear should be more reflective of what the clients they are seeing wear. 

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Starting where a client is and meeting them where they are has to be more than lip-service. It is a multi-faceted approach. Social workers need to consider all they ways this can be done. I've listed a few here that just gives a deeper perspective than the often overused phrases. Social work schools need to consider how they are preparing the workforce to go out into the community and see clients in their homes. Insurances need more robust reimbursement so social workers can go out into the communities where their clients live. We have to move beyond office-based and utilize all the ways to meet the client where they are.