Listening That Leads to Change: Supporting Clients to Find Their Voice
In this reflective article, originally written for NR Times, ILS Case Manager Imelda Molloy shares her insights into one of the most vital—and often underestimated—skills in case management: active listening. Drawing on her transition from paediatric physiotherapy to case management, Imelda explores how empowering clients to express their own voice can transform the support they receive, especially during key life transitions such as adolescence.
Through real-life examples, she highlights the delicate balance between family dynamics, professional advocacy, and client autonomy. The piece offers a thoughtful look at how listening isn’t just about hearing—it’s about creating space for clients to be understood, involved, and truly seen.