Case Scenario #2: Dealing with an Unsatisfied and Disruptive Client

Setting

You work as a support coordinator at a community service provider for people with disabilities. One of your clients is Karen, a 52-year-old woman who lives with a mental health condition and early onset osteoarthritis. She recently started receiving support services at home and in the community through your organization.

Scenario

Karen has been openly expressing her dissatisfaction from the start. She frequently changes her schedule, cancels appointments at the last minute, and gets upset when staff are unavailable with short notice. She has raised her voice at support workers, saying they are unhelpful and uncaring. She has also begun posting negative comments about your organization on social media, tagging your service and claiming she has been neglected or treated poorly, even though records show she has received consistent support. Two of her regular support workers have asked to be removed from her roster because they feel emotionally stressed and unsafe working with her.

You tried to hold a care review meeting, but Karen refused to have her advocate or case worker present. She accused the organization of trying to “gather support against her.”

Complicating factors include the following:

• Karen does not have a formal behaviour support plan in place.
• Her benefit plan is under review, and she fears her services may be cut back.
• Staff morale is low, and you are worried about keeping experienced team members.

Your challenge: As the support coordinator, your goal is to find a way to accomplish the following:

• Make sure Karen gets the help she needs safely and respectfully.
• Protect staff from emotional harm.
• Avoid escalation that could lead to complaints or legal issues.
• Rebuild trust with Karen without allowing abusive behaviour.