Spectrum Educational Services

Another government agency has changed its policy to be more efficient. An  AISH  client can no longer email their worker. For example, instead of forwarding an appointment confirmation email from my specialist in Calgary, I now have to print it off and hand deliver it to the AISH office downtown. This adds many layers of cost: paper and ink travel my time to deliver another level of AISH administration Unfortunately arriving at the office does not simplify the process. Or personalize it.  Previously  I wrote about ways staff can humanize the experience of needing to access support services. As I was waiting for an appointment, a man went to the counter and asked to see his worker. PAD (person at desk): She isn't available. You can see the walk in worker. Man: When will my worker be available? PAD: I don't know. You need to make an appointment to see her. You can see the walk in worker. Man: How do I make an appointment? PAD: She makes her own appoi...

A parent requests the disability supports a family member needs. A person on fixed income applies for increased rent subsidy to match increased expenses. Access to mental health services is required. "No" is a word heard repeatedly by people accessing social assistance. As I waited in line to pick up a cheque that could not be mailed because of the current postal strike/lock out in Canada, I heard many forms of "no". I believe it is time for a vocabulary makeover: That's not our mandate:  This response tells me the service provider is system oriented, not client oriented. The potential client is dehumanized as their needs are externalized into a checklist. It is emotionally easier to say no to a piece of paper than a person. For the applicant, it is challenging to not take the rejection personally. Your friend gave you the wrong information:  This typifies the mistrust service providers can develop towards their potential clients. It also undermines the soc...