Trauma Informed Hull

"Everybody needs a Pam”

- Trauma-Informed Key Workers and Single Points of Contact

A frontline worker consulted as part of the report on multiple unmet needs discussed the value of having a single point of contact and why that ‘trusted worker’ can be so important to an individual -

“Are we overwhelming people with multiple workers? If you have one lead worker, everything should come through them, it should be done together but through the ‘trusted worker.’ That lead worker should coordinate the rest of the care, be aware of everything going on. Once the client is independent, they can back off on the wraparound care.”

The words from a client with multiple unmet needs add further weight to this. It really demonstrates the true value of a key worker -

“Pam was my key worker. Everybody should have a Pam. She listened. She let me cry. Without asking me to stop. She didn’t minimise my trauma. She let me have my trauma. She passed me the box of tissues. She let me talk myself into the methadone course, she let me think of possibilities of recovery as I walked out. There was never any judgement.”

Changing Futures have incorporated a model with a single point of contact, in which a holistic, strengths-based support plan is created for each individual.

This allows those living with multiple unmet needs to be able to have input and support from key partner agencies and services through one trusted worker.

Having a single point of contact that can liaise with other agencies and work across organisational boundaries may also begin to support those with multiple unmet needs navigate other important priority areas of need. For example -

• 'Somewhere I can call home' - Safe and Reliable Housing
• 'Someone’s got my back' - Advocacy, ‘Hand-Holding’ and Floating Support
• 'When I’m ready, support for my addiction is available' - Accessible Treatment for Substance Use and Dependence
• 'Someone helps me with my bills and my benefits' - Long-Term Financial Support

“I’ve got something to do”

- Non-Clinical and Holistic Approaches and Interventions

"All I want is a friend"

- Loneliness and Isolation

Staff felt that having purposeful activity and interests to enjoy can have a significant impact on individual’s confidence, self-esteem, and many other aspects of their lives. This also closely aligns with addressing the impacts of loneliness and isolation.