Who does it?

The client's case officer normally has the task of advocating for his/her client. Case officers might need specialist advice for difficult or non-routine cases, but they are responsible for finding out what kind of advice they need and getting it.

If it involves lobbying government, advocacy might involve professional advisors, professional associations, industry groups, or government consultations. It usually also requires the cooperation and approval of the case officer's supervisor.

But in most cases, you may be discussing a need or right in relation to:

• other organizations
• the client's family or friends
• their employers
• other health services/professionals
• police or courts
• legal organizations/persons
• government departments
• educational institutions
• financial institutions
• utility companies (electricity, water, telephone, gas, internet service, etc.)
• another worker
• management

A question

What's the difference between negotiation, advocacy, mediation and conciliation?

Watch your ethics

Advocating for people brings up lots of ethical issues:

Be empathetic and don't judge people. Clients spot a superior attitude very quickly. They need to know you care and are working in their best interests.

Be client-centred. It's not about you; it's about what benefits your client.

Actively uphold your clients' rights even when you come up against obstacles.

Keep information confidential unless the client has authorized otherwise.

Identify potential conflicts of interest and resolve them. You could have a conflict of interest if, for example, you are working with family members, being paid for advice, or are a member of another organization with incompatible purposes.

You are often in the position when you are recommending courses of action to clients. The choice is ultimately theirs, and you need to respect it even if it would not be your choice. Your role is to make sure that the choice is well informed.

• You should give equal weight to equally good options, although you should conceal options that are unethical.
• If you give a recommendation, separate your recommendation from the information.
• In some cases, the legal onus might be on you to ensure that clients understand their options, for example if you are dealing with the elderly, the young, or the mentally impaired. It is good practice to have a responsible family member present as well.