I thought this speech would be simple to prepare until I actually got started. I soon realized that there was no single all-encompassing answer to the problem. There are just too many variables to consider: abilities, attitudes, aptitudes and just personal interest to name a few, in order to be successfully covered by any generalization.

As a consumer I have never understood how a bureaucratic policy could be used to evaluate the success of a consumer or set realistic goals. No one has the same desires and ambitions as someone else and there is no situation where the needs and goals of one person can satisfy those of another.

#1. Bolster and support the confidence of the consumer without setting up shortfalls or undermining the consumers’ ambition.

When assessing the outcome of any program we should avoid any method that could damage, undermine or abridge the consumer’s ambition or confidence. Only the consumer can be the final authority in judging the success or failure of a program. This is because the success or failure is directly related to the degree of satisfaction, or despair, that is received by the consumer.

EXAMPLE: One consumer’s workshop placed him in a position where he had to do things he shouldn’t be doing and had no desire to do. He now ignores or rejects all efforts to involve him in workshops of any kind.

#2. Listening to your consumer will help you capitalize on strengths and minimize weaknesses.

Take the time to listen to your consumer. You will be amazed at how seriously they take life when given the chance to express themselves. Use what they tell you to their best advantage and capitalize on success to create more success. Remember that the more successful a consumer considers his/herself to be, the better equipped they are to deal with life.

EXAMPLE: One ill prepared consumer whose cries for help were ignored came to my home numerous times crying about the situation and the apparent lack of concern by his Independent Living Counselor.

#3. Set up realistic and attainable goals according to the needs, desires, abilities and aptitudes of the consumer.

The best way to measure successful outcome is by the increase in personal satisfaction a consumer obtains from involvement and completion of a project or activity. Satisfaction with achievement is central to continued interest and ambition. Never set any goal that borders the higher limits of your consumer’s abilities because you only run the risk of causing failure by doing so.

EXAMPLE: El Camino and Widney High School classmate observation: top students get little satisfaction because it takes little effort; students that are struggling to succeed get great satisfaction from the smallest success; students are devastated by the slightest failures when they have unrealistic goals.

#4. Broaden the definition of success for your consumer and allow the advantages of diversity to assist in the setting and realizing of goals.

We cannot adopt blanket standards for consumers unless we intend to broaden the opportunity for failure. The consumer group is as varied and diversified as any other racial, ethnic or religious group. We must respect and protect those diversities to have any positive effect on a consumer’s life. The setting of goals without regard to this is always counter-productive.

EXAMPLE: One minority consumer was abused and assaulted by his personal attendant, a person of another racial minority, because of the extent of his dependence and race. Children, myself included, were denied confirmation due to our disabilities. This was unconscionable and devastating for each one of us. It was one of the worst days of our lives at the time. We finally received confirmation due to a little slight of hand from our favorite priest, a person whose memory I’ll always cherish.

#5. Respect and validate the emotional needs of the consumer by attending to those needs in an involved and caring manner.

When dealing with any combination of ability/disability and parent/ child, your focus should be on how to make sure the child in the situation has a proper foundation. This includes proper education and activities to reinforce self-image. You may use any of the recreational, developmental, or instructional activities in providing the reassurance of a solid foundation. I remember too well though what it was like to have to be an adult in the body of a child, and I know the importance of having a "normal" childhood. If you provide this for a child they will have the solid foundation and self-image they need to succeed. The same also holds true for all parents because in all of us, disabled or not, there is still a child within.

EXAMPLE: Even professionals still talk to those with me, about me and my needs without acknowledging my presence or asking my opinion.

#6. Because of most consumers’ need for assertive advocates, you should try to develop the kind of relationship that enhances the consumers’ ability to communicate with you.

The last thing I would like to address is the unassertive nature of most consumers. There is a lack of self-confidence for consumers that is universal but in varying degrees. It’s rare to work with a consumer that will take the initiative to make major lifestyle decisions. Keep in mind that this is a part of consumer life and do your best to engage the consumer as a peer.

Don’t present yourself as the robotic abstract employee of an agency but as the friendly and concerned human being that the consumer needs. As you build that relationship you will be viewed as a peer and that relationship will be a great tool. Both of you will gain rewards from this type of relationship.

EXAMPLE: One counselor ignored the need for a friend’s independent living arraignment. He became so despondent that he considered moving back into a group home when he began getting cut off notices from the utility companies.

In closing I would like to thank each of you for your attendance and participation today. If anyone cares to discuss this with me further, feel free to contact me in any way available. Addresses and numbers will be made available to those that are interested by leaving your e-mail address, postal address, phone numbers or other means at the main desk. You can also contact me through my website at www.susiecphome.com/.

Hopefully we have started a process that everyone can benefit from and help close the gap of understanding between those people with abilities that are challenged and those with abilities that are not challenged. As consumers we only ask for the vowels: A,E,I,O,U & sometimes Y:

A for ACCEPTANCE

E for EMPLOYMENT

I for INCLUSION

O for OPPORTUNITY

U for UNDERSTANDING

And sometimes Y for Y NOT?
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