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Client Scenario: Peta
Initial telephone appointment
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Peta has an initial telephone appointment seeking urgent advice about a tenancy matter.
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When you request details about the legal issue Peta wants help with, she says “I can’t tell you now. They may be listening.”
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At one point when asking about Peta’s children, you hear Peta speaking to someone in the background in another language. She says, “Sorry, the family doesn’t like me talking about our problems with strangers”.
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When you try to provide information about the legal processes, she says “Sorry, I’m finding it hard to concentrate. I haven’t had breakfast. And I’ve been on hold for 20 minutes”.
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Before the end of the appointment, Peta’s phone runs out of battery and the call ends abruptly.
Second appointment in person
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Peta presents very differently in person. She speaks non-stop about losing tenancy and the impact on her children’s education, the pressure from her parents-in-law who live with her, and her concern that her partner visa will be cancelled if she upsets her partner. She cannot be interrupted. She mentions that she is worried all the time and cannot sleep.
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Peta refers to a document about a Tribunal hearing she emailed your office for this appointment, but you are not aware of this information. Peta becomes upset and emphasises how important the document was. She says “You’re just like Centrelink, they’re always losing my documents. They’re always telling me I’m wrong.”
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You ask about any support Peta is currently receiving for what you perceive as Peta’s anxiety. She says, “You’re not going to send me to the psychologist, would you? I’m not sick, I’ve just had a hard time. I’m tired of people thinking they understand.