Silence can be an incredibly powerful tool in any conversation, and this rings true for investigators, counselors, and skilled listeners alike. As an advocate for the Orange County Council on Aging’s Long-Term Care Ombudsman Program, Amy Huff understands the power of silence like the back of her hand. On a typical day, she can be found using this tool to her advantage, waiting patiently for her clients to open up to her about their concerns and grievances.
Take her latest encounter, for example. Huff and her client were standing in a parking lot on the outskirts of town, where the first stop of the day was a large assisted living center in Anaheim. Her client, a woman in her late fifties, seemed a bit hesitant to speak at first. As they waited, Huff used the silence to her advantage, letting the conversation hang in the air for a moment.
Eventually, the woman gave a light-hearted response, dismissing any concerns she may have had. But Huff recognized that this could be a pivotal moment. If the woman were to speak up about any issues she was experiencing, Huff could use her position as an ombudsman to help in any way she could. Whether it be filing paperwork, contacting the proper authorities, or even just having a conversation with the management, Huff has the power to make a real difference in the lives of the people she serves.
Despite her power and authority, however, Huff recognizes the challenges that come with her job. Her clients must clearly state their grievances, and those grievances must be deemed legitimate by her before she can take any action. Furthermore, her clients must give explicit consent before she can act on their behalf.
This final rule can often be a deal-breaker for many of Huff’s clients. They may be scared of being labeled a troublemaker or being shunned by the community, making it difficult for them to come forward with their concerns. As a result, Huff doesn’t actively encourage complaints. Instead, she focuses on empowering her clients by making them aware of their rights and helping them understand that they still have agency over their own lives.
Conflict isn’t always easy to navigate, but Huff’s approach to her work is a testament to the power of kindness, empathy, and understanding. Through her advocacy and hard work, she continues to make a real difference in the lives of those she serves.
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