Several weeks ago, Arab American Family Services elderly department caseworker Wafa Zegar, received a frantic phone call from a case manager at Managed Care Organizations (health and home service).
She was having a hard time getting in touch wit with an elderly couple who she needed to meet and complete their annual assessment for services. The couple spoke limited English.
The case manager had even gone to their house and they would not open the door for her. Feeling frustrated and overwhelmed with them not being able to earn their trust and cooperation, she reached out to us.
“She thought maybe I maybe able to help with the language barrier and convincing them to have the case worker allowed to go over there to complete the services reassessments,” said Zegar.
“To my surprise, I called this couple and was received with such a relief and welcoming attitude,” she said. “I explained the importance of the visit by this and the importance of the overall reason of the case manager needing to come to their home and I assured them that I will be present and translate on their behalf,” Zegar said.
“The language barrier was very damaging to both parties, as these seniors were losing out on vital benefits and medical care,” Zegar said.
“I was able to understand their reason for not trusting her and why they did not allow her to come in,” she added.
The couple was under the impression that the case manager was the reason for them not receiving medical services and other needs.
“They actually thought she was taking away their services and this was the main reason they didn’t allow her in the home or sign anything,” Zegar said.
After the visit, everyone was happy and services were renewed and even established more services that they were in need of.
The case manager finally understood the reason for their unfriendly behavior.
It turned everything around into understanding, welcoming, and educating one another on the cultural differences and everyday struggles that our elderly community faces.
The case manager left with a smile on her face as well as the seniors being relieved everything is okay and that no services were taken away from them.
Our job of expertise is to bring people together of all walks of life, giving them the respect, dignity, and compassion they deserve.
