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) Whenever Maria paused in line (17), James responded by asking another question. Which of the following would have been a more helpful response?
A) ?"So, your husband died and you lost your home because you didn't want to work."
B) ?"Where did you work?"
C) ?"I see."
D) ?"Everything will work out."
C
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