Delivery of Social Services stymied by stubborn independence of would-be clients

In January of 2026, Thetford began its arrangement with a part-time Community Social Services Coordinator, Liz Carey. Her contract, through Senior Solutions for 10 hours a week, costs the town $25,000 for this year. The fee is split 50:50 between the Town and the Anna Poore Farm Trust, a private foundation dedicated to the well-being of Thetford and its residents.  

The need seemed obvious. According to Jessica Eaton, the Town Service Officer, people would come to her with urgent needs like fuel assistance or as a last resort to pay their rent or utility bill. Jessica could tell from interviewing them that their immediate crisis had roots in an unstable lifestyle. Engagement with a Social Services organization would go a long way toward fixing this before the situation spun completely out of control. But giving out social services contact information met with no success. People just didn't follow up.

The Town felt that the answer was a Social Services Coordinator, someone dedicated to directing people to the appropriate social services and then following up to make sure clients actually got the help they needed. 

A "Social Services stakeholder meeting" on June 5th convened the Social Services Coordinator, the Director of Senior Solutions, the Town Service Officer, the Town Nurse, Town Clerk, Recreation Director, Library Director, and some selectboard members and residents. Discussions revealed that things weren't working quite as hoped. 

At the start, Liz expressed some frustration, citing that she had made six follow-up visits to one client's house. At every visit the client assured her they would connect with social services, but they never did. She also reported that some potential clients just refuse to acknowledge their problems, leaving her unable to make any headway. For instance, one man "who has nothing" also "does not want anything" and declines to act on any offer of assistance. It is the client alone who can obtain social services for themselves by filling in the requisite paperwork. The Social Services Coordinator cannot act on their behalf to obtain assistance.

The Director of Senior Solutions voiced similar experiences. People refuse to sign up for Meals on Wheels, telling Senior Solutions to "save it for someone who needs it more." There is a constant process of waiting for people "till they are ready."  People have to be willing before they will accept assistance.

Jessica observed that people only seek help when the situation has grown dire. At that point, they come to the Town Service Officer needing a larger sum in financial assistance. Jessica applies for this to the Trustees of the Anna Poore Farm Trust, who make the final decision.

Pat Pisano of the Thetford Elder network reported that some residents refuse to set foot in the Food Shelf to receive food assistance. Instead they remain in their car and ask if they can "just hand over a list" of their needs. Many are embarrassed to be seen going to the Food Shelf and also consider approaching a State Social Services agency to be a humiliating experience.

Liz commented that she works closely with Clay Odell, the Community Nurse, who refers clients to her. Without Clay there "wouldn't be enough clients" for her to work with, in spite of her regular presence at the Food Shelf. All of the success stories so far involve clients over 60 years of age. While younger people do reach out, they have never followed through.

The group discussed what it would take to encourage more clients to overcome their reluctance. Liz thought that a group of residents who had already obtained assistance could encourage others in their peer group through their example. Pat Pisano thought that this could work if it were a one-on-one meeting. Library Director Holly Lague suggested there could be group meetings at the library and informational flyers on the library bulletin board. Others noted that the Social Services Coordinator has been publicized on the Thetford ListServ and the Elder Network newsletter.  

Other suggestions for publicizing the Social Services Coordinator included  inserting a flyer with every Meals on Wheels delivery, postings at veterinary clinics, and a flier in every Green Mountain Power electricity bill. Selectboard member Steve Tofel suggested that information could reach families via the school nurse. In that context, Liz said she had sometimes met with kids in the library after school hours. The drawback was that the school bus departed, leaving the kids without transport to get home. By law she is not allowed to transport kids from school. While Tri Valley Transit offers a program for rides on demand, there are limitations: the client has to be 60 years of age or more and receiving Medicaid.

The Senior Solutions Director expressed his interest in giving a quick informational talk after the church services on Thetford Hill and in North Thetford. He also noted that posting information at the Bugbee Senior Center probably would not be effective because it could seem like "another state agency"  and would not overcome “the public level of mistrust.”  He thought working at the town level and peer-to-peer might more effectively encourage people to register for a social service. Liz cautioned that residents referring other residents to her didn't always work out. One woman was deeply offended at being portrayed as needing a social service and was emphatic that she did not wish to be contacted.

Pril Hall, former Trustee of Trusts, thought that contacting caregivers and soon-to-be caregivers of aging parents could reach potential clients. Liz agreed.  

A coffee klatch for caregivers of aging parents might be in the works.