2. Myths & Facts
There are many stereotypes about people who have mental health and substance abuse issues.
What are some stereotypes that you have heard about these types of clients?

3. Myths Mental illness does not affect the average person.
Most people who struggle with mental illness are homeless or in hospitals.
People who have mental health or substance abuse issues are dangerous.

4. Myths
People with mental illness are poor and/or have less intelligence.
Mental illness and/or substance abuse is caused by a personal weakness.

5. Facts
In 2014, the National Institute for Mental Health reported an estimated 43.6 million adults in the U.S. with mental health issues.
About two-thirds of Americans with mental illness live independently, with family, or friends.
People with mental health or substance abuse issues are no more violent than someone suffering from diabetes, cancer, or HIV/AIDS. More often, they are victims of violence.

6. Facts
In 2015, the Lawyer Assistance Program reported 35% of diagnoses were mental health issues only, 41% were substance abuse issues only, and 24% were dual diagnoses (self-reported by participants).
A mental health and/or substance abuse issue is not a character flaw, it has nothing to do with being weak, or lacking will-power.

7. CA Rule of Professional Conduct
California Rule of Professional Conduct Rule 2-400(B)(2)
In the management or operation of a law practice, a member shall not unlawfully discriminate or knowingly permit unlawful discrimination on the basis of race, national origin, sex, sexual orientation religion, age or disability in accepting or terminating representation of any client.

8. Communication Assessment
What is your communication style?
Are you a good listener?
Take the self-assessment to find out!

9. Communication Assessment
RANGE
EXPLANATION
29-32
Outstanding; truly attentive; trying to listen. Probably have the reputation of being a good listener.
24-28
Very good; with some effort, you could move into the upper range/ probably need more effort put into attention and judgment evaluation.
19-23
Needs work. Identify your lowest self-ratings and ask why you see yourself that way? Does it interfere with your job? What would the payoff be if you could improve?
18 or below
Look at your lowest scores. Examine your behaviors with others? How are your communications with others? How could it improve? Set a goal to improve your score and re-take the assessment in 1-2 months.

10. Communication
Communication is key when talking with clients who have mental health or substance abuse issues.
Practicing attentive listening will allow you to fully hear your client’s story.
There are verbal and non-verbal signs of attentive listening.

11. Communication Attentive listening is listening with all senses.
Using both verbal and non-verbal cues such as maintaining eye contact, nodding your head, smiling, and asking questions allows the other person to feel at ease and communicate openly, honestly, and more effectively.

12. Meeting with Clients Set a clear date/time for an appointment.
Be flexible to your client’s schedule.
Encourage an in-person meeting.
Ask if there is a preferred time/place to meet.
Ask if the presence of others will be helpful.

13. Meeting with Clients
Place yourself into the client’s shoes to understand their anxiety level.
Develop a clear timeline of the case and share that with the client.
Answer their questions without condescension, but with patience.

14. Meeting with Clients Treat All Clients the Same
Talk to people as adults, do not yell, be condescending, or use “baby-talk.”
Offer to shake hands.
Offer water, coffee, or tea, if available.
Listen to what your client wants.

15. Meeting with Clients Take the Other’s Disability into Account
Leave enough time to proceed slowly and to repeat information as needed.
Give information in manageable chunks.
Encourage questions.
Have the client summarize the information presented to him/her.

16. Meeting with Clients Allow client to vent.
Remain calm, do not interrupt, and be patient
Be sympathetic.
Do not allow client to “bad mouth” other co-workers, attorneys, social workers, etc.

17. Know Yourself Do not argue or yell with your client!
Consider placing call on hold or leaving the room briefly.
Explain the need for sensitive information.
Give the client copies of documents.

18. Key Tips Set boundaries Safety and comfort of staff.
Know and explain your role.
Be clear and concise about what you can do.
Communicate regularly.

19. PAUSE P: Praise A: Acknowledge Client’s Situation
U: Understand Your Role
S: Set Boundaries
E: Expect Disagreements