We are one week away from Christmas and many of us still haven’t finished that last-minute Christmas shopping. As you run from store to store this week, I wanted to share a story that a fellow case manager recently sent me. Perhaps this will help us all remember what this time really is about.
Maura Lessard RN, BSN, CCM, CRRN is a case manager, educator and leader from the New England area. Her story reminds us of the importance of looking outside of ourselves, being aware of our environment and providing assistance to those who are in need. It begins at an airport where she recently found herself after attending the National Association of Managed Care Physicians Conference in Las Vegas:
“While I was approaching the security check point at the Las Vegas airport, there were hundreds of people standing in a zig-zag line that extended deep into the terminal. As I made my way through the maze, I encountered Danny, a distraught young man engulfed with anxiety and fear. He was talking on his cell phone loudly and in panic: ‘I’ve spoken with four security people and they just won’t help me! I’m going to miss my plane! This is my first real job and I am going to blow it!’
“It was obvious to me that Danny was not able-bodied, and most likely had experienced a head injury or similar neurological event. He had an obvious limp and all the typical signs of a neurological disability, right down to the organizer that was strapped over his shoulder to his hip so as not to get lost. Without hesitation I got out of line, approached Danny and asked if he needed my assistance. He immediately said to whomever he was speaking with, ‘There is someone here who will help me,’ and ended his call.
“After listening to his story, I led him up to a TSA representative whose name tag read Raymond. I introduced Danny, and told Raymond he was having a difficult time and needed assistance due to his disability. He has a flight to catch and needs your help to make it, but did not know where to go and could not find someone to help him. Raymond knew by my expression that I was not kidding, and tentatively asked to review Danny’s boarding pass which was difficult to unfold due to the dampness from the sweat from Danny’s palm. Raymond found all in order and took Danny to the front of the line so his bag could be scanned. Getting back in line, I watched Raymond walk Danny to his gate and smiled, but wondered what would have happened to Danny if I had not stopped to help.
“As I looked around at my fellow travelers, I felt saddened that so many people do not look outside of themselves to help someone in need. Being a case manager means being an advocate for those in need. I challenge each of you as case managers to think about how you can help change scenarios like the one I encountered. One way to do this would be to develop a program that can be used to educate employer groups in your local area to better understand how to identify and assist the non-able-bodied public. Let’s not let those in need down, because if you think about it, we are all only ‘temporarily abled-bodied!’”
Editor’s Note: I would like to thank Maura for sharing her experience and hope that her story motivates you to take the time to help those in need. If you have a story that you would like to share in Across My Desk, please feel free to email me at: allewellyn@dorlandhealth.com.
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Please note that Across My Desk will be uploaded to the site and sent out on Wednesday next week (two days later than usual) due to the Christmas Holiday.
To you and yours . . . Merry Christmas!
Anne Llewellyn, RN-BC, MS, BHSA, CCM, CRRN
Editor-in-Chief of Across My Desk, Case in Point magazine, and the Case Management Resource Guide
allewellyn@dorlandhealth.com
