James Is a Case Manager for a Homeless Shelter

question 14

Multiple Choice

James is a case manager for a homeless shelter. His responsibilities include conducting intake interviews with applicants, identifying appropriate resources, and coordinating treatment team meetings for his clients.
Maria is a Latina woman who has been living in her car with her two children. She has just come into the shelter and meets with James for an intake interview.
(1) James:  Come in, Maria, and have a seat . (Extends his hand)
(2) Maria:  Thank you . (Shakes James's hand)
(3) James:  How can I help you?
(4) Maria:  Well, I need clothes for my two children, and we are hungry.
(5) James:  OK, we can help with that. Do you have a place to stay?
(6) Maria:  No .
(7) James:  Would you like to find a place to stay?
(8) Maria:  Yes .
(9) James:  Why are you homeless?
(10) Maria:  My husband died. (Looks down and is wringing her hands)
(11) James:  How did he die?
(12) Maria:  (Begins to cry) He had a heart attack.
(13) James:  When did he die?
(14) Maria:  (Visibly upset) Two months ago.
(15) James:  So, how did you lose your home?
(16) Maria:  (Crying) My two babies are so young, I didn't want to leave
(17) them alone, and I lost my job . (She pauses)
(18) James:  Ummm…what about other family?
(19) Maria:  They are all in a different part of the country.
(20) James:  Oh…
(21) Maria:  (Sits silently, crying, with her head down)
During the dialogue, James asked several questions. James's style of questioning was: ​

• A)harmful, because he focused Maria's attention in a particular direction.
• B)helpful, because he was able to elicit specific information.
• C)helpful, because he was able to fill silences when Maria was upset.
• D)harmful, because he placed Maria in a position of being interrogated.

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Definitions:

Suggestion Involvement

The act of making proposals or recommendations as a part of the engagement in a process or discussion.

Theory Y

A management theory that assumes employees are self-motivated, enjoy work, and will take responsibility if given the opportunity.

Subordinates

Individuals who are under the authority or control of someone else in an organizational hierarchy.

Empowerment

The process of granting individuals or groups more power and control over their lives, which includes improving their ability to make choices and transforming those choices into desired actions and outcomes.