Hi,
I have assisted several clients with literacy issues. Once they state having an issue with reading and writing, I go the extra mile and allow them to spell out sentences on a notice they have received so I can
try and piece together what the notice says. Most times however if they can identify
letters and numbers and where to look on the DHS notice they have received that is usually enough for me to get their consent to pull the information up online.
My voice tone is key in reflecting compassion and helping the shame lift so I can help as well as getting information I need to help resolve their benefits issue.
Thank you,
Franchesca Montelaro
Benefits Hotline Paralegal Supervisor
Georgia Legal Services Program
104 Marietta Street, Suite 250
Atlanta, GA 30303
(404) 563-7710, ext 1698
Benefits Hotline 888-632-6332 X1631
“We are a non-profit law firm serving rural and small town Georgia. We offer free legal services in civil cases to people who cannot afford to hire a
lawyer.
We have 11 offices around the state to serve people where they live. Our clients have “high stakes” problems, such as domestic violence, eviction or foreclosure, denial of hard-earned benefits such as unemployment, inability
to get critically needed health care or food aid, and many more. Our work is to assure that low income people have access to justice and opportunities out of poverty.”
From: bec@lists.ncoa.org [mailto:bec@lists.ncoa.org]
On Behalf Of Genevieve Waterman
Sent: Tuesday, February 20, 2018 11:38 AM
To: bec@lists.ncoa.org
Subject: BEC Listserv: Working with Low-Literacy Population
Good morning BEC network,
We received a request regarding educating and helping individuals with low-literacy levels enroll in benefits. We are reaching out to you all for advice – please tell us if you have experience assisting this population enroll in benefits
and what you have found works with the population. For example, how were you able to reach this population? Did you spend more time explaining the application to the client? How did you gain their trust throughout the process?
I appreciate any advice you may have. Thank you in advance!
Best,
Genevieve
Genevieve Waterman, M.S., MASM
Program Associate, Economic Security
Phone: 571-527 -3918
National Council on Aging
Improving the lives of millions of older adults, especially those who are struggling
251 18th Street South, Suite 500
Arlington, VA 22202
ncoa.org | @NCOAging
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