Passive consumers or active customers?

By Marisa Geitner, president and C.E.O. 

It was the early 2000s when I first remember the use of the term “consumer” being confronted in the human service arena. Dr. Tom Pomeranz, a nationally known advocate for Universal Enhancement, shared that the word has had spotted past – a past associated with terms like squander and waste. From that day forward that word was not used to describe those who chose the supports and services of Heritage Christian Services. Like other misused or antiquated language, hearing that word was like nails on a chalkboard.

While the word is used less and less, I wonder whether the human service industry has truly made the transition. Do we respect those who choose our services knowing they have authority over their decision making? Authority in the investment of their resources? Are we accountable to meeting their individual outcomes? Do we fear that without innovative, broader support options, we may no longer offer what individuals want? Will they therefore take their business elsewhere?

I believe human service, of any kind, shifts when we see active customers versus passive consumers. Far too often, particularly with those with intellectual disabilities, we believe we know best.

Let’s be sure we are active along with our customers.  Let’s be sure we are bringing our expertise to meet them where they are, not where we believe they should be, and offering the support for them to direct and achieve what matters most to them.