ADvancing States is pleased to announce the release of a new issue brief “Responding to Challenging Client Contacts: Practices from the Information and Referral/Assistance Field”. Developed with support from the State Health Insurance and Assistance Program (SHIP) Technical Assistance Center, this brief includes information on policies, procedures, and other resources and support provided by Information and Referral/Assistance (I&R/A) agencies to assist specialists with challenging call situations. The brief captures responses to survey questions from the 2023 I&R/A National Survey that reflect I&R/A specialists' job responsibilities, demand for services, and agency or organization training on challenging client contacts, as well as information collected from interviews with select survey respondents. It draws on the experiences of I&R/A programs to offer approaches and practices for responding to challenging client contacts and supporting staff.
Team members who assist individuals seeking help with Medicare and related services can experience emotionally charged or complex interactions. Individuals contacting assistance programs may experience a range of emotions, including frustration and confusion. It could be that their provider is no longer in their plan’s network, or that they received a bill from a doctor for a service they thought was covered. They may be experiencing financial stress, health concerns, or difficulty navigating benefits, such as with Medicare and Medicaid. These circumstances can lead to difficult conversations that require strong communication skills, empathy, and clear professional boundaries. "Strategies for Managing Challenging Interactions" tip sheet highlights practical strategies for navigating difficult interactions, maintaining professionalism, and supporting well-being. The approaches outlined here draw on practices used across aging and disability network programs, including SHIP and SMP counseling programs, as well as community navigation services.
Click here for the tip sheet.