In Louisiana’s Medicaid waiver system, trust is everything. Families look to their case managers and support coordinators to help them navigate convoluted processes, access services, and advocate for their loved ones’ needs. But trust is not a given. It’s built through daily communication, one interaction at a time.
Read on to learn how language, tone, and empathy work together to build trust in Louisiana’s waiver system, despite the challenges behind the scenes.
Why Words Matter
When it comes to Louisiana Medicaid case management, exchanging information is just not enough. It’s important to build a connection. Case managers can easily offend, frustrate, or ostracize a member by:
- Rushing the member off the phone – “Okay, I really need to move to my next call – bring it up next month if you still need help, alright?”
- Using confusing jargon – “Your ISP revision won’t process until after the SIS reassessment window closes”
- Giving a dismissive response – “There’s nothing I can do about that.”
On the other hand, patience and clarity can make families feel both supported and understood.
Every word you choose shapes how families view the system, and whether they believe their support coordinator is truly on their side. When a support coordinator says, “I don’t have the answer now, but I’ll look into this and call you tomorrow,” it makes a recipient feel supported. And when they follow through on that call, it sparks trust.
Language That Builds Confidence
The Louisiana waiver system serves thousands of individuals with diverse needs, backgrounds, and experiences. Many families enter the system already feeling overwhelmed or unsure. For them, the right language can make a huge difference.
Phrases that Break Trust vs. Phrases that Build Trust
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Break Trust |
Build Trust |
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That’s not my job. |
Let me see how I can help or point you to the right person. |
|
You’ll have to call someone else. |
I can connect you to the right person and then follow up with you. |
|
I don’t know. |
I’m not sure, but I’ll find out and call you tomorrow. |
|
You’ll just have to wait. |
Here’s what we can do while we wait. |
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There’s nothing I can do. |
Let’s explore what options are available. |
|
That’s not my problem. |
I understand that you’re frustrated. Let’s find a solution. |
Case managers who use clear, respectful, reassuring phrases can help families feel more grounded throughout their waiver journeys. Tone also matters; a calm, steady voice comes across as professional and caring, even in tough situations.
Build Connections and Make an Impact
Public trust grows when families know what to expect. These simple practices go a long way in helping you grow credibility:
- Following up when you say you will
- Clearly documenting all conversations
- Explaining next steps
Transparency is equally important. When there are delays (which is very common in the LA Medicaid waiver system), be upfront about it. It’s much better than leaving a recipient waiting in limbo.
So, there you have it – the basics of building trust in the LA Medicaid waiver system. We hope you found all the information you were looking for, and we wish you the best as you work to strengthen relationships and make a real difference.
