James Is a Case Manager for a Homeless Shelter

question 15

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)
When working with clients who have a background of Spanish language and customs, such as Maria, questioning should be: ​

• A)direct and oriented toward future circumstances and possibilities.
• B)used to elicit specific details about the problem or problems.
• C)used only after a rapport has been established.
• D)used to place the client in a dependent role.

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Definitions:

Entire Task

involves assigning a complete unit of work to an individual, rather than dividing the work into smaller, fragmented tasks, to enhance job satisfaction and performance.

Rapport

A close and harmonious relationship in which the people or groups involved understand each other's feelings or ideas and communicate well.

Audience

A group of individuals who receive and interpret a message, attending a speech, presentation, or performance.

Oral Style

A manner of speaking or writing that mimics natural speech, often used to make information more accessible and engaging to listeners or readers.