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Consider emotional, social, and health-related needs.

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Share sample opening lines or approaches grounded in empathy.

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Reflect honestly on your personal response to the article.

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What is the line between “helping” and “overstepping”?

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What personal biases might arise in this situation?

How does the CHW Code of Ethics help guide your response?

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Emotional Support for frustration related to communication with the bank - Kate

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I am in awe of your resilience throughout this whole situation. I would love to get to know more about your story so that I can identify the best ways that I can support you.

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Hi Seth, my name is Kate and I am a CHW. I heard that you are going through a lot right now trying to find housing and recover stolen money. Can you tell me how you are feeling today? - Kate

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I understand that you have a million things to worry about right now but let’s just take things one step at a time together.

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He could have benefitted from financial support to pay for his ticket to Albuquerque when he couldn't get his money from Social Security.

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Seth needs both emotional support and financial support while trying to figure out his situation with the bank and lost social security - Seth

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As I was reading the article, when I thought the bad news was over, it kept coming. I was frustrated with Seth's bank and confused why they would not return the stolen money even though Seth took all the necessary steps. I also was surprised and thankful that the airport personnel allowed him and Conley to stay at the airport. - Kate

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Budgeting the remaining money and helping communicate with the bank about his current situation.

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I think this is mainly about meeting Seth where he is. This conversation should be grounded in OARS techniques that seek to explore Seth's needs and allow him to guide the conversation about next steps. - Kate

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I understand how frustrating all of this can be. I really admire how strong you have been while dealing with all of this uncertainty. Is there anything I can do to support you in figuring out this situation?

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This article made me feel pretty frustrated and defeated at the way that so many systems designed to help people fall short, such as the inaccurate police report or slow moving Social Security Department. I felt badly for Seth, who was trying his best to do everything right but was still facing hardship for things he couldn't control.

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He needs someone to talk to. He needs an advocate to be in his corner and explain situations and be the feet on the ground that he can't be. It would help to have 2 people on the phone, someone to call about the police report, someone to explain to the section 8 housing what's going on, try to maybe even help with epilepsy medication options (his condition wasn't really explored much throughout the 8 months he was at the airport in the article). Beyond that its sad that there isn't much more to do.

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Help rebuilding stability, trust, and hope after losing his home and income, after not getting help from bank/airport

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His situation was very bad and the decisions that were being made on a federal level were impacting him in real time. I empathize with him.

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I think the CHW Code of ethics allows us to recognize how our own emotional reactions to a situation may impact how we approach a client case. It reminds us to take care of ourselves as we help manage complex patient cases. - Kate

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After introductions, something like "I know things have been really hard, and you’ve had to handle so much on your own. If it’s OK with you, I’d like to listen to what you need most right now, and we can talk about what’s possible together."

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This story gutted me as I was reading. It was one thing after another that Seth dealt with throughout his life. I was frustrated for him because it was not like he was doing anything wrong. It was just bad luck that seemed to snowball into bigger issues. I could not imagine if one of my family members had gone through something similar to this.

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Seth went through a lot of ACES: divorce, sexual abuse, and losing his mother. These likely inform his behaviors and what he is comfortable with. These could make it difficult for him to trust other people, so it may be important to spend more time on rapport building. - Kate

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Remember to allow for clients to express their feelings and have them share their thoughts. A CHW should have some control.

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I was concerned for how easily someone like Seth can fall through the cracks when support systems fail.

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I would say honestly I can't imagine what you're going through but I'm in your corner. I'm here to try getting through this a little easier. I would ask questions about what it's like living at the airport, try to get some information on where I could help. I would share my Covid story and how I use to also help with the hotlines. Try to show that he is not a burden but a part of what I want to do to help, and someone other people are going through this.

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I can imagine in this situation, Seth would feel incredibly frustrated and disenchanted with the systems that he was working with to help him. I would strongly emphasize with him in this situation regarding his frustrations, but would need to be careful not to go too far as to make Seth feel like he should give up on seeking this kind of external aid, or that his situation is unsolvable.

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I was sighing deeply while reading this article. It was truly so sad and one bad thing happening after another. I was often thinking can this man get a break.

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I think the difficult part about helping Seth in this situation is knowing where he wants help. As CHWs we can know where we would like to help, but if he is capable of contacting the bank and handling all of this on his own, and just wants someone to talk to, it is our job to let him. Asking what we can do for him is the easiest way to not overstep and do too much.

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They show genuine compassion but set clear limits to protect their own well-being and ensure they can support clients effectively and safely.

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I think I immediately am like I wish I could help him directly get out of the situation. Give him money to get back to North Dakota. But I also don't want to build a unhealthy relationship where he would come back to me for more money. I have to show that I'm there as much as I can be, but can't overextend myself. I think being the connector/mediator is my job not the main character doing the things.

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In this situation, personal biases might arise against Seth based on generalizations of homeless individuals or neurodivergent individuals. CHWs would need to be sure to be aware of their own biases against these groups of people to ensure that they are not making assumptions about Seth, treat him as an individual, and to provide him as much autonomy in the situation as they are able to.

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A CHW might feel frustrated or judgmental because for them going home might be easy and they might not understand how Seth's complex situation is preventing him from going home. I think the CHW code of ethics would remind us to respect each person’s unique story and focusing on empowerment and respecting the client.

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Biases: He may want to feed his dog first, while I want to feed him first. I might find an option in a different state, but he wants to go to a different state. He may want to spend his money in one place, and I think it's better in another. I have to put my own ideas aside and let him take care of his own life. I can say a little of my side but thats it.

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Some of the ACEs I could identify Seth having gone through are: divorce, parental loss, and sexual abuse. It is also said that Seth receives some social security benefits through his father, which may indicate possible financial instability growing up. Because of these ACEs, we would have to take extra considerations into how Seth may respond to us as CHWs, putting in extra time to build rapport so that Seth feels as if he can trust us.

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Just by looking at the aces he experienced at least 6, if not more. It is important to consider the molestation of his past, the death of a parent, the divorce when understanding his decision making, priorities and his behavior.

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Empathy I feel is the most important as well as physical and mental support all around. I feel the first step is to identify and build rapport with him. starting off with the core of the issue.

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Since we are aware of his past traumas, we approach Seth with patience and respect, creating a safe space where he feels in control and not judged.

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I think initial biases for a CHW might be towards Seth living in an airport and being homeless. I personally also tend to have biases toward homeless individuals owning an animal because it is hard to take care of yourself let alone another person or animal. I would quickly realize that this was a unique case because Seth was stable before missing the flight due to a police report. The Code of Ethics for CHWs would help remind me that this bias should not guide my decisions in helping.