Kindness and empathy: how we’re helping clients in the most difficult times. CAEE Blog.
When our lead publicity adviser Jane took part in a recent advice session she was deeply impressed by the skills of an adviser colleague helping clients through difficult times: kindness and empathy, assembling the key information and problem-solving.
Jane Sheils is Volunteer Publicity Adviser at Citizens Advice Epsom & Ewell.
As a communications volunteer at CAEE, I do not get the chance to engage with our clients very often. Recently, however, I attended a local networking event at the Epsom Hub which had been set up to give local charities and organisations a central location for residents of our borough who were in need of advice.
I went along with my colleague Karen, a long-time staffer at CAEE who has a vast knowledge of how to help people in need.
At the event we saw a range of people from all walks of life with all kinds of issues that are affecting their lives in so many ways, emotionally as well as physically.
What impressed me was Karen’s ability to get to the nub of the issue and respond with information to help them move forward; it might be giving a website address to help find out about a pension or the contact details for an organisation offering advocacy help; or arranging an appointment to help apply for a blue badge online; or suggesting to a young woman who just could not gather the energy to tell us about her issue that she could attend a CAEE drop-in session when she was feeling stronger.
Strong emotions
In each case, the client was on the verge of strong emotions. The gentleman with the pension enquiry is reaching his 80s with no financial security but wanted to give up work. An advocate was needed by the mother for her son who was struggling with his mental health and very unhappy in his residential accommodation. (I have simplified these, there was so much more going on).
When clients are feeling so raw and emotional, their need is to tell it all to someone who is showing kindness and empathy. It is the skill of the adviser then to distil the information and work out what help is required.
During all these conversations the clients had with Karen, I was also feeling emotional and confused. But Karen, along with all our trained advisers, has the skill to make the client feel heard, calm and most importantly, able to find a way forward.