From Crisis to Stability: A Journey of Cultural Connection and Person-Centered Support
- Jackie
- Sep 21
- 4 min read
When My Right 2 Voice first began working with the an individual in need of support in September 2022, she was experiencing significant instability and crisis. She had just received her first NDIS plan, but significant gaps in linkage with supports left her struggling.
Living in a private rental with no running water or electricity, the individual was isolated, unable to access culturally appropriate supports, and deeply distrustful of mental health and emergency services due to significant past trauma.
A Community Treatment Order (CTO) was in place and the only professionals that could engage were mental health professionals, often whom she would request to leave. A Guardian was appointed with authority to make decisions about access to people and services and to make any decisions about accommodation.
Breaking Through Barriers
They faced multiple barriers that required urgent intervention. The living conditions posed a severe safety risk, leading to a referral to Fire Rescue Victoria (FRV), which deemed the home extremely unsafe. Safeguarding concerns regarding alleged financial exploitation by a family member added another layer of complexity. Meanwhile, the lack of culturally appropriate providers and services willing to engage due to the perceived risks left the individual with little to no support.
Establishing a person-centered approach was difficult, given the deep mistrust she held towards services. Recognising these challenges, Jackie (Specialist Support Coordinator & Team leader) took a proactive and strategic approach. Collaborating closely with the individual's guardian and care team, she developed an action plan to address the immediate risks while working toward long-term solutions.
Strategies for Meaningful Change
Jackie advises that 'Our first priority was ensuring the individual's immediate safety and well-being. Given her reluctance to engage with external services, we facilitated phone conversations in Greek through mental health professionals, the only team permitted to visit. This helped build rapport and establish trust.
Additional steps included:
Addressing the housing crisis: The individual had been issued a Notice to Vacate, which she was unaware of due to language barriers. We provided the notice in Greek, both written and verbal, ensuring she fully understood her situation.
Navigating mental health challenges: Following a deterioration in her mental health, the individual was admitted to the hospital. A carefully planned transition to Supported Residential Services (SRS) was arranged, providing a safer living environment. However, she initially returned to her rental despite the risks.
Applying a trauma-informed approach: Instead of forcing eviction through police intervention—given her past trauma—we developed a safety plan that respected her autonomy. Regular meetings helped her understand the risks, and with continued support, the individual made the decision herself to transition to the SRS.
Filling service gaps: Over a year and a half, we worked persistently to ensure the individual received an appropriately funded NDIS plan. We sourced Greek-speaking providers, developed person-centered plans, and personally attended initial meetings to facilitate relationship-building.
Safeguarding from exploitation: Concerns about a relative's impact on her safety required robust evidence collection and multi-stakeholder collaboration. Our documentation supported a guardian-led decision for the individual to move into secure accommodation, separate from her relative, while maintaining their connection through structured visitation arrangements.
Overcoming Crises and Establishing Stability
Throughout this journey, the individual faced multiple crises—from homelessness and financial exploitation to service gaps and mental health deterioration. Our team implemented harm minimisation strategies, developed escalation pathways for safeguarding concerns, and introduced culturally appropriate services to ensure sustainable, person-centered support.
Key achievements include:
The individual is now connected with all required NDIS supports and actively engaging with her community, reducing isolation.
She transitioned to safe accommodation where she feels happier and more secure.
She is exploring long-term Supported Independent Living (SIL) arrangements.
The CTO has been removed—she is now a voluntary mental health service user.
Her mental health has stabilised to the extent that case management is phasing out, with ongoing support transitioning to a community GP.
Behavioural challenges, including verbal and physical aggression, are no longer present.
The individual now takes pride in her self-care, dressing up, wearing lipstick, and even purchasing jewellery—a reflection of her regained confidence.
She has begun speaking both Greek and English again, a sign of increased engagement and well-being.
Persistence and Person-Centered Support
The individual's transformation is a testament to the power of persistence, creativity, and truly listening to the person. Jackie played a vital role in bridging the gaps between multiple service systems, advocating tirelessly to ensure the individual's voice was heard and her needs were prioritised.
Reflecting on this journey, Jackie shared:
"It's easy to look at a complex case and feel overwhelmed by the gaps and challenges. But at the heart of every case is a person who deserves to feel safe, heard, and in control of their life. By slowing things down, removing bias, and approaching the situation through a person-centered lens, we were able to help her regain her autonomy."
This journey has reinforced the importance of flexibility, adaptability, and thinking outside the box.
"Being part of someone's life in this way is an honour and a privilege."
The individual's journey is an example of the impact My Right 2 Voice strives to make. Ensuring that every person, no matter how complex their circumstances, has access to the support they need to live a safer, more independent, and fulfilling life.
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