“I just wish I could get an actual human being on the phone,” my clients sometimes say to me in moments of frustration. It’s a frustration I share at times. When you call a doctor’s office to schedule an appointment or to discuss a concern you want your physician to be aware of, it can seem to take ages of endlessly being asked to press the right number and then asked to wait some more before a person answers the phone. This is also true- probably more so- when someone is on the phone with Social Security or other government agency. Once a person is in a doctor’s office, the check-in process can involve using a tablet or other automated system. Technology, as wonderful as can be, can unfortunately also be a barrier in the daily lives of some older and disabled adults.
As a social worker, I am here to help people in need navigate complex situations to help them live as stable a life as possible. Many times, this also involves assisting someone when technology contributes to feelings of being overwhelmed or anxious. I sometimes make phone calls with clients when they need to schedule appointments or speak to someone from Social Security. I will also provide support to those I work with when information about their appointments is shared through online portals and through text messages. This is a far cry from the world many older adults remember from their past. What we as CJFS social workers bring to the community we work with is that “personal touch” in situations in which that can seem hard to find. On a human level, we provide support, guidance and understanding to our clients in a way that we hope helps them feel seen, heard and valued.
This type of support will be especially important in the coming years as artificial intelligence advances and expands into more aspects of our lives. Increasingly, the voice you are likely to hear at the end of the line when calling to schedule an appointment or request a service may in fact be AI-generated. Whether we like it or not, sometimes we have no choice but to work around and with this technology to get the help we need. At CJFS, the emphasis on providing services to the community in a warm, professional way has left a big impression on me. So many aspects of navigating healthcare and daily living can feel out of our control. There are many people at CJFS and in other organizations who are passionate about helping bridge those gaps. As the world continues to change, our belief in the importance of the “personal touch” will remain.
If you or a loved one are in need of assistance navigating the complexities of life, contact CJFS at 205-879-3438 or jfs@cjfsbham.org.
