Engagement and Case Management
Engaging Clients Who Decline Services
How outreach workers and case managers can stay engaged with people who say no to shelter, housing, or services.
The phrase "service resistant" puts the problem on the person. More often, a "no" is a reasonable response to past experience or to what is being offered. Understanding the no is the first step to a different answer.
Why people decline
- Past bad experiences in shelters or programs
- Fear of losing a partner, pet, or belongings
- Rules that do not fit their life, such as curfews
- Symptoms of mental illness or substance use
- Distrust of systems and paperwork
- Feeling safer in a place they know
Ask, do not assume
Ask with real curiosity: "What didn't work for you last time?" The answer often reveals a specific barrier that can be solved, such as a pet, storage, or a couple wanting to stay together.
Keep the door open
A no today is not a no forever.
- End every contact on good terms.
- Say when you will be back, and come back.
- Avoid ultimatums and pressure. They tend to end the relationship.
Offer something small
Trust is built on usefulness. Water, socks, help replacing an ID, or a ride to an appointment may matter more today than a housing application.
Follow the person's priorities
Start with what the person wants help with, even if it is not what the program measures.
Bring in the right people
Some barriers call for partners: a medical provider, a mental health team, or a peer worker with lived experience. Our Health Referral Services help connect clients with medical professionals who treat them with dignity and respect.
Respect the right to say no
Adults can decline services. Staying respectful preserves the relationship, so you are the person they come to when they are ready.
Look after yourself
Hearing no repeatedly is discouraging. Measure progress in trust built, not only placements made. Our Engagement Training prepares staff for these conversations.