* “Stories of HOPE” feature real clients and their stories, however, we use a stand-in name and image to protect their privacy *
“Chloe,” an elderly client of HOPE’s food pantry, came to the resource center seeking financial assistance for a $500 water bill with service about to be disconnected. Our list of clients who needed financial assistance was so long that we could not address her financial needs as fast as was required. So, we scheduled an appointment with one of our case managers, Janine, for the next day.
During the appointment, Chloe expressed how overwhelmed she was by the unusually high bill. Janine called several partner resource agencies for assistance, but no one else could help in time either. Janine then contacted Seminole County’s water company to set up a payment plan for Chloe, since the disconnection was just a week away. A representative from the water company suggested the high bill was likely due to a water leak and advised Chloe to hire a plumber. The representative also said that after the leak was fixed, Chloe could be referred to a special program to pay the balance.
Janine found a plumber for Chloe, and she later emailed Janine, relieved and happy that the plumbing was fixed. She sent her receipts to the water company, which then enrolled her in the program to pay the balance.
Chloe shared that despite her resilience, her age and disability made it difficult to manage everything on her own.
By providing case management, Janine was able to collaborate and connect her with the resources needed to resolve the water leak and secure access to water and food to help stretch her budget further. The support helped Chloe regain financial stability, prevent her water from being turned off, and navigate a challenging situation with dignity. In case management sessions, clients are empowered to brainstorm solutions, make their own choices, and implement solutions, which allow them to overcome challenges and achieve their goals.
