Specific Challenges Discussions 1

2. Challenges to Establishing Trust Our assumptions that they have every reason to trust us and our good intentions. They may have had experiences of people like us treating them poorly or without respect (or as part of bureaucracy). They do not know us or why we are helping them. We do not have a lot of time to establish a relationship. 2

Strategies for Establishing Trust Introduce yourself and why you are there to help. Eye contact, delay note taking until client is comfortable. When ask questions, tell them first why you are asking them. Use “every-day” words. “Let me know if I’m not making sense.”) Review written documents orally. Even if they are unable to read, write down your instructions. Even if they can read, review your instructions orally. Review expectations about frequency of contact. Be clear and up front about how long you will take to get back to them. Return calls promptly; it shows you care. 3

3. Challenges to Engaging in the Legal System Prior bad experiences (may have taken their kids or, if immigrants, worse). Not understanding the legal system (or legalese) Different value given to expressing emotions Confusing facts and arguments Hesitancy to be forthcoming Thinking it’s like Judge Judy 4

Strategies for Engaging in Legal System Acknowledge negative experiences in the past and explain that you are trying to make this positive. Acknowledge the imperfections of the justice system. Assure them you will do your best in acting as a liaison. Explain confidentiality and that you’re more prepared if they tell you everything. Review with them (practice) questions they may be asked. Forewarn them that, in court, each person gets a chance to speak and that you and the client will not be speaking during the other person’s turn. Emotional outbursts are usually harmful. 5

Explaining the Legal System It’s NOT like Judge Judy! Explain how the legal system uses different rules (baseball vs. hockey) than the street. Explain behaviors that promote success in the legal system (not interrupting, being on time, certain clothing, etc.). Explain what to expect (e.g. can be really frustrating to listen to other side w/o interrupting). Explain the difference between facts and arguments, and that they are heard at different times. Go early to court so they can observe what it’s like. 6

4. Challenges to Keeping in Touch Our assumptions that they have the resources to keep in touch the way middle class does Frequent moves Phone – no phone, unreliable service, privacy issues, phone stolen, temporary phones Internet access – if available, may not be as convenient Fax – costly Mail – may be (or become) homeless, in transition, may want privacy regarding financial matters 7

Strategies for Keeping in Touch “Is there a phone number I can reach you at? Can I leave a message on this phone?” “Is there anyone else I can call (or mail) in case your number doesn’t work?” “What is the best way to reach you?” “Do you have an address? How regularly do you check it?” Business card on magnet Social worker with messaging system or voice mail box? “If you know you will be moving or your number will be disconnected, please let me know.” Do not assume you will be able to contact your client on short notice. 8

5. Challenges to Keeping Appointments (on time) Our assumptions they know the importance of the appointments Little flexibility (low paying jobs) No “reasonable” transportation Little sense of direction Lack of childcare Last minute crises (theirs or loved-ones) 9

Strategies for Keeping Appointments Transportation-specific If they’ll drive: – Validated parking if available – Easy to follow directions over the phone – Give a number they can call en route if get lost – Offer to travel to a location near them 10 If they’ll take the bus: ―Look up how – if more than one transfer, consider alternatives. ―Look into free or reduced bus passes

Strategies for Keeping Appointments (cont.) “What is the best time of day to meet me?” “I have other clients – when we make an appointment, if you can’t keep it, please call me to let me know, or if you are running late. This is really important to me and if you miss appointments, I may not be able to continue helping you. Does this make sense? What is the best way for you to reach me?” (Give a number they can reach you en route if something happens.) “When there is a court date, you must come, otherwise we may lose. If it’s a bad time, let me know as soon as possible and I’ll try to reschedule it.” “Do you have children? Can you get care for them for our appointments? (I can’t focus as much on you and the issues if children are present.)” 11

6. Other Social/Legal Issues Arise Social – Connect client with social service organizations that can address specific problems (“211”) – Encourage client to consider financial or other counseling services – Stop credit card solicitation, as provided by the FCRA – call consumer number OPTOUT ( ) Legal – Acknowledge issue, explain you cannot help with that issue, but you can look into services for the client – LawHelpMN.org factsheets – Referrals to different agencies and social services 12

Useful Resources to keep learning Working with Pro Bono Clients, By Martha Delaney and Scott Russell Navigating Public Interest Law, PowerPoint Presentation prepared by Minnesota Justice Foundation Where We Stand: Class Matters, Bell Hooks See Poverty…Be the Difference!, Dr. Donna M. Beegle A Framework for Understanding Poverty, by Ruby Payne, Ph.D 13