How to talk to caseworkers and advocates so you get the right kind of help

Introduction

If you are trying to get support for health care, insurance, home care, transportation, or community services, you may end up talking with a caseworker or an advocate. These conversations can feel high pressure because the help you need often depends on what you say, what paperwork you have, and what happens next.

This guide helps you prepare, communicate clearly, and follow through so you can get support that actually matches your needs.

What this guide covers

• How caseworkers and advocates can help, and how their roles differ
• What to do before you call, meet, or message
• Questions that uncover the right programs and next steps
• How to confirm understanding and avoid miscommunication
• What to do if you get stuck, delayed, or denied
• Tips for caregivers supporting an older adult

Know who you are talking to

Words vary by state, hospital system, and insurance plan. What matters most is what the person can do for you.

Caseworker, case manager, or care coordinator

A caseworker or case manager often focuses on connecting you to services, coordinating next steps, and reducing barriers like transportation, paperwork, and scheduling. In health care, care coordination often means organizing care activities across people and places, including you, to support appropriate care delivery.

Advocate, patient navigator, or ombudsman

An advocate or patient navigator helps you communicate, understand options, and move through a complicated system. In some settings, an ombudsman can help address concerns about care or services and guide you to the right process.

If you are not sure what someone’s role is, ask: “What kinds of requests can you help with, and what is outside your scope?”

Before you call or meet: get clear and get organized

Preparation is not about having perfect paperwork. It is about making it easy for someone to understand what you need and what should happen next.

Pick one main goal for this conversation

Choose the most important outcome you want from this specific contact. For example:

• “I need home support after a hospitalization.”
• “I need help understanding a denial letter and what I can do next.”
• “I need transportation to medical appointments.”
• “I need help coordinating multiple specialists and follow ups.”

If you have more than one goal, write them down and rank them. Start with the top one.

Gather a simple information set

Bring or have ready:

• Your full name, date of birth, and current address
• Insurance details (member ID, plan name)
• A current medication list if the request is health related
• Names of clinicians or facilities involved (primary care, specialists, hospital, home health)
• Any letters that triggered the issue (denial, request for more info, bill, discharge paperwork)
• A short timeline (what happened, when, what you tried already)

Prepare a “short story” and a “needs list”

Caseworkers and advocates often handle many cases. A clear summary helps them help you faster.

Your short story can be 2 to 4 sentences:

• What is going on
• Why it matters now
• What you need help with today

Your needs list can include:

• Medical needs (appointments, symptoms affecting daily life, mobility limits)
• Daily living needs (bathing, meals, safety at home)
• Logistics (rides, scheduling, forms)
• Financial or coverage needs (copays, denials, prior authorization questions)

Decide who can speak for you

If a caregiver, friend, or advocate will help make calls or attend meetings, plan ahead:

• Ask what the organization requires to speak with someone else on your behalf.
• In health care settings, privacy rules may allow sharing in certain circumstances, but some situations require a formal personal representative or written permission.
• If you want someone to handle an insurance appeal or claim, you may need an official representative form, depending on the program.

If you are supporting an older adult, it can help to clarify what the person wants shared, with whom, and for what purpose.

During the conversation: how to ask for the right help

A successful conversation usually has three parts: a clear opening, the right questions, and a confirmed plan.

Start with a simple opening

You can use a script like this:

• “I am calling because I need help with (main goal). I want to make sure I understand my options and the next steps.”
• “I have a few questions, and I want to confirm what will happen after this call.”

If you are a caregiver:

• “I am calling to support (name). They are here with me, and they want me to help ask questions and take notes.”

Ask questions that uncover the right kind of help

Use questions that reveal eligibility, options, and the process. These work in many systems:

• “What programs or services could fit my situation?”
• “What are the eligibility rules, and what documentation do you need from me?”
• “What is the fastest option, and what is the most complete option?”
• “What are the next steps, and who is responsible for each step?”
• “What is the expected timeline, and what could delay it?”
• “What should I do if I do not hear back by (date)?”
• “Is there a supervisor, specialist, or different department for this issue?”

If your goal is a specific service, ask for details that prevent mismatches:

• “What exactly does this service include and not include?”
• “How many hours or visits are typical, and how is that decided?”
• “Does it cover evenings or weekends?”
• “Will there be a care plan in writing?”

Confirm understanding using teach back

Miscommunication is common in complex systems. One evidence based way to reduce it is the teach back approach: you repeat the plan in your own words to confirm you understood correctly.

You can say:

• “To make sure I understood, here is what I think the next steps are. Please tell me if I missed anything.”
• “What should I do first, second, and third after we hang up?”

Ask for language or accessibility support early

If English is not your preferred language or communication is difficult due to hearing, vision, or cognitive concerns, ask at the beginning:

• “I need an interpreter.”
• “I need written instructions in plain language.”
• “Please slow down and repeat key steps.”
• “Can you send a summary by mail or secure message?”

In many health and human services settings, language assistance may be available at no cost, especially for programs receiving federal funding.

How to make a plan that actually happens

A helpful conversation ends with a plan that is specific, documented, and easy to follow.

Turn the call into a written checklist

Before you end the conversation, capture:

• The name and title of the person you spoke with
• A reference number, case number, or call ID if available
• The services discussed and which one you are pursuing
• The exact documents needed and where to send them
• Deadlines and expected response times
• The next contact point and best way to reach them

If possible, ask:

• “Can you summarize what you entered in the system and what you will do next?”
• “Can you send me a written confirmation of the plan?”

Clarify what “approved” really means

Many people hear “approved” and later find out it was only a first step. Ask:

• “Is this a final approval, or does it still require review?”
• “When will the decision be official, and how will I receive it?”
• “If this is denied, what notice will I get, and what are my options?”

After the conversation: follow up without burning out

Following up is part of the process, not a sign you did something wrong.

Send a brief written recap when you can

If there is a portal, email option, or message center, send a short summary:

• The date and who you spoke with
• The problem you discussed
• The agreed next steps and deadlines
• The documents you are attaching or already sent

This creates a record and reduces “starting over” later.

Keep a simple log

A basic note on your phone is enough:

• Date and time
• Who you contacted
• What they said would happen
• What you sent and how
• Next follow up date

When you are told “no” or the help is not working

Getting the right help often requires one more question and one more step.

Ask for the reason and the rule

Stay calm and specific:

• “Can you tell me the reason for the denial or delay?”
• “Is this based on a policy, a missing document, or a clinical review?”
• “What documentation would change this decision, if any?”

Ask for escalation options

You can say:

• “What is the process to request a supervisor review?”
• “Is there an appeals process or reconsideration process?”
• “Is there an ombudsman or member services escalation pathway?”

Use formal appeals when coverage or payment is denied

If your issue involves Medicare coverage or payment decisions, there are defined appeals pathways and forms. In some situations you can also appoint a representative to help with claims, appeals, or grievances.

Tips for caregivers supporting an older adult

If you are helping someone you love, your job is often to reduce stress while keeping their preferences central.

Protect the person’s voice

Even if you do most of the talking, try to include:

• “Is it okay if I share this detail?”
• “What matters most to you here, the service speed or the service quality?”

Reduce cognitive load

• Keep questions short and one at a time
• Ask for written instructions
• Repeat the plan out loud before you end the call
• Schedule follow up tasks immediately

Plan for permission and representation

If you expect to coordinate care across multiple organizations, ask what documentation they need to speak with you. Some situations allow sharing with family or friends involved in care, but other situations require a more formal role.

Related Understood Care guides

If you want more step by step support for common situations, these guides may help:

• Advocates and support services: https://understoodcare.com/uc-articles/advocates-and-support-services
• Caregiver support: https://understoodcare.com/uc-articles/caregiver-support
• Understanding bills and statements: https://understoodcare.com/uc-articles/breaking-down-medical-bills
• What to do after a new diagnosis: https://understoodcare.com/uc-articles/got-a-new-diagnosis
• Understanding benefits and costs: https://understoodcare.com/uc-articles/helping-you-understand-your-benefits

Conclusion

You do not need to be an expert to get the right help. You need a clear goal, a short summary of your situation, the right questions, and a way to confirm next steps. When you document the plan, repeat it back in your own words, and follow up on a timeline, you give yourself the best chance of receiving support that fits your real life needs.

This content is for education only and does not replace professional medical, legal, or benefits advice. If you believe you or someone else is in immediate danger or experiencing a medical emergency, seek emergency help right away.

FAQ

• How do I talk to a caseworker to get the right services? Start with one main goal, share a short summary of your situation, then ask what services fit, what documents are needed, and what the timeline is. End by repeating back the next steps in your own words.
• What should I say to a patient advocate or health care navigator? Tell them what outcome you want, what barriers you are facing, and what you have already tried. Ask them to help you clarify options, prepare questions, and confirm follow up steps.
• What questions should I ask a case manager about home care or community support? Ask what the service includes, how eligibility is decided, what documentation is required, how many hours or visits are typical, and how quickly services can start.
• How can a caregiver talk to a caseworker for an older adult? Ask what permission is needed for you to participate, keep the older adult involved in decisions when possible, and request written instructions. Confirm the plan using a repeat back summary.
• What is the teach back method and how do I use it with a caseworker? Teach back means you repeat the plan in your own words to confirm you understood. You can say, “Here is what I think the next steps are, please correct me if I am wrong.”
• Can I appeal a Medicare denial and have someone help me? Medicare has a formal appeals process for coverage or payment decisions. In some situations you can also appoint a representative to act on your behalf.
• Can I request an interpreter when talking to health or benefits programs? Many programs and providers offer language assistance, and certain federally funded programs must provide language access services.

References

• MedlinePlus (NIH). Talking With Your Doctor. https://medlineplus.gov/talkingwithyourdoctor.html MedlinePlus
• Mayo Clinic. How to make the most of your Mayo Clinic appointment. https://www.mayoclinic.org/patient-visitor-guide/how-to-make-the-most-of-your-appointment Mayo Clinic
• Cleveland Clinic. Your Guide for Talking with a Health Care Team (PDF). https://my.clevelandclinic.org/-/scassets/files/org/patients-visitors/information/how-to-talk-to-your-doctor.pdf Cleveland Clinic
• AHRQ. Teach-Back: Intervention. https://www.ahrq.gov/patient-safety/reports/engage/interventions/teachback.html AHRQ
• AHRQ TeamSTEPPS. Tool: Teach-Back. https://www.ahrq.gov/teamstepps-program/curriculum/communication/tools/teachback.html AHRQ
• AHRQ. Health Literacy Universal Precautions Toolkit, Third Edition (PDF). https://www.ahrq.gov/sites/default/files/publications2/files/health-literacy-toolkit-third-edition.pdf AHRQ
• CDC. Health Literacy: Communication Strategies. https://www.cdc.gov/health-literacy/php/research-summaries/communication-strategies.html CDC
• Indian Health Service. Teach Back. https://www.ihs.gov/healthcommunications/health-literacy/teach-back/ Indian Health Service
• PLOS ONE. Teach-back: A systematic review of implementation and impacts. https://journals.plos.org/plosone/article?id=10.1371%2Fjournal.pone.0231350 PLOS
• HHS Office for Civil Rights. Limited English Proficiency (LEP). https://www.hhs.gov/civil-rights/for-individuals/special-topics/limited-english-proficiency/index.html HHS
• HHS Office for Civil Rights. Sharing Health Information with Family Members and Friends (PDF). https://www.hhs.gov/sites/default/files/ocr/privacy/hipaa/understanding/consumers/sharing-family-friends.pdf HHS
• HHS. HIPAA Privacy Guidance: Personal Representatives. https://www.hhs.gov/hipaa/for-professionals/privacy/guidance/personal-representatives/index.html HHS
• CMS. Care Coordination. https://www.cms.gov/priorities/innovation/key-concepts/care-coordination Centers for Medicare & Medicaid Services
• AHRQ. Care Coordination Measures Atlas Update, Chapter 2: What is Care Coordination? https://www.ahrq.gov/ncepcr/care/coordination/atlas/chapter2.html AHRQ
• National Cancer Institute. Definition of patient navigator. https://www.cancer.gov/publications/dictionaries/cancer-terms/def/patient-navigator Cancer.gov
• Medicare.gov. Filing an appeal. https://www.medicare.gov/providers-services/claims-appeals-complaints/appeals Medicare
• Medicare.gov. Appeals forms. https://www.medicare.gov/basics/forms-publications-mailings/forms/appeals Medicare
• CMS. Appointment of Representative (CMS-1696) (PDF). https://www.cms.gov/medicare/cms-forms/cms-forms/downloads/cms1696.pdf Centers for Medicare & Medicaid Services

This content is for education only and does not replace guidance from your local SNAP agency or EBT customer service. If you believe you’re experiencing active fraud or feel unsafe, contact local authorities right away.