Advocacy approaches

We know many people refuse the support of an advocate simply because they are overwhelmed by the number of professionals in their lives.

However, we also know that sometimes people just need us to approach them in a different way.

Ava's story is an example of this in action and of how we use different communication styles and methods to engage the people who need our support.

Ava's story - I need this to begin in a different way

Ava had recently come home after a stay in hospital. In just a few weeks, she had spoken with her social worker, a district nurse, an occupational therapist and someone from housing. Everyone had a reason to be involved but to her it felt like a stream of new faces, questions and appointments.

Her social worker, Amina, talked to her about advocacy. She explained that an advocate would be independent and could help Ava understand what was happening, say what mattered to her and make sure her views were heard. Amina left some information for her to read.

Ava’s answer was clear: “I don’t want anyone else coming here. I’ve had enough of meeting new people.”

Amina didn’t push. She also didn’t assume that Ava was saying she never wanted advocacy. She had noticed that Ava often found conversations tiring, especially when she was given lots of information at once. But Ava usually replied to text messages. Text gave her time to read, think and respond when she felt ready.

Amina asked a slightly different question: “Would you be comfortable if an advocate sent you one text to introduce themselves? You wouldn’t have to reply.”

Ava agreed.

John, the Care Act advocate, sent a short message: “Hi Ava, my name is John. I’m independent from the council and the health services. My job is to help make sure people understand what matters to you. There’s no pressure to reply or meet me.”

Ava didn’t respond that day. Four days later, she sent a message: “Do you work for social services?”

John explained that he didn’t. Ava asked another question. Then another. Over the next couple of weeks, they exchanged short messages. John didn’t send too much at once, and Ava decided when she wanted to reply.

Eventually, Ava told him that she felt people were making plans before asking her what she thought. She wanted fewer appointments in the same week, one person to contact when she had questions and text reminders instead of unexpected visits. There was a review meeting coming up, but Ava still didn’t want to attend or speak on the phone.

John wrote down what he understood Ava wanted to say and sent it to her by text. Ava corrected a few things and approved the final version. She asked John to share it at the meeting for her.

Afterwards, John texted Ava to explain what had been discussed and check how she felt about the proposed next steps.

Ava’s plan was updated. She was given one main point of contact, appointments were spaced out where possible, and her preference for text communication was recorded.

Ava and John never met face-to-face. That didn’t mean advocacy hadn’t happened. Ava received information in a way she could manage. She had time to work out what she wanted. Her words were shared with the people making plans alongside her, and she stayed in control of how the relationship developed.

Sometimes “I don’t want to meet another person” doesn’t mean “I don’t want an advocate.” Sometimes it means: “I need this to begin in a different way.”

For more information about our advocacy services, visit www.yvc.org.uk/advocacy.