Case Manager Caroline understands better than most how important it is to truly be there when a family reaches out for help. In her role as a Case Manager at Yes We Can Youth Clinics, she supports families and young people during what is often one of the most difficult periods of their lives. With her openness, compassion, and personal experience, she creates a genuine connection from the very first moment.
“When parents contact us, it’s often the worst day of their lives,” Caroline explains. “Their child may be at rock bottom.” What they need most in that moment is someone who listens without judgment. Someone who helps them feel they are not alone. “Many parents carry a lot of guilt or shame. I try to help them see that asking for help is actually one of the strongest expressions of love.”
In her role, trust is everything. She is often the first point of contact for families and supports them throughout the entire process. From that first call through to intake and admission, or helping them find alternative support if Yes We Can is not the right fit. “You build a relationship, sometimes over weeks or even months. It starts with listening, but also with showing: I’m here for you, whatever is going on.” Part of this process also includes working closely with the treatment team to assess whether the program is suitable, ensuring that each person receives the care that best matches their needs.
No two days look alike for Caroline, and that’s exactly what she values most about her work. “As a Case Manager, my day begins by reviewing any new intake or contact forms submitted overnight. We make it a priority to respond within 24 hours, ensuring timely outreach and support as early as possible.”
From there, her day fills with conversations with new families, guiding them through the process, as well as ongoing contact with young people who may still feel unsure about entering treatment. “Those motivational conversations can vary hugely. Sometimes one call is enough for someone to feel ready. Other times, it can take months before they’re able to take that step.” Alongside this, Caroline gathers information needed for suitability assessments, supports families with practical steps such as financial arrangements, and remains closely involved until a young person is ready for intake and admission. “It’s a busy role, but that variety is what makes it so rewarding.”
“Asking for help is one of the strongest expressions of love.”
For Caroline, everything comes down to authenticity. “Young people don’t respond to authority, they respond to authenticity. If you present yourself as the expert, you lose them straight away.” That’s why she isn’t afraid to share parts of her own story when it helps to build trust. Her background lies in trauma and mental health challenges, including depression. Having grown up as an expat and moved around the world from a young age, she also understands what it means to feel unsettled, to adapt constantly, and to search for a sense of belonging.
“I often say: no one here is perfect. I’ve struggled too, and sometimes I still do. But that doesn’t mean you have to go through it alone.” By being open, she creates space for others to do the same. “It gives them hope. That sense of maybe things can be different for me as well.”
Opening up to someone you don’t know is never easy. Caroline is very aware of that, which is why she chooses to lead by example. “How can I expect a young person to be vulnerable if I’m not willing to be?” At the same time, she respects each individual’s pace. “If someone doesn’t want to share anything yet, that’s completely okay. It’s about gently opening that door.”
Working with young people who struggle to trust can be one of the biggest challenges. “Sometimes you can clearly see how much someone could benefit from treatment, but they can’t see it themselves yet. That can be difficult, not because I’m frustrated with them, but because I know what’s possible.” Still, she remains patient. “The fact that they’re even on the phone with me, after everything they’ve been through, is already incredibly brave.”
“Young people don’t respond to authority, they respond to authenticity. If you represent yourself as the expert, you lose them straight away.”
For Caroline, an intake is successful when both the young person and their parents feel safe enough to take that step. “By the time they arrive, there have often been dozens of phone calls, messages or video calls. That means trust has been built.” During the intake, her focus is on empowering the young person. “It’s their choice. We don’t force anyone.”
The most difficult moments in her work are when someone refuses help, even when the situation is critical. “When someone has reached a really low point and still says they don’t want to change, that’s hard. Especially when you hear how desperate their parents are.” At the same time, she understands that change has to come from within. “If someone isn’t ready, we can’t do it for them.”
Since joining Yes We Can Youth Clinics, Caroline has grown both professionally and personally. “I’ve learned to accept my own experiences more. Things I once questioned – why is this happening to me? – I can now use to help others.” She has also learned to embrace the unpredictable nature of mental health. “It’s not linear. It’s complex and ever-changing. Accepting that has been a big part of my own development.”
One of the most valuable lessons she has learned from fellows is that everyone needs something different. “Sometimes a gentle approach doesn’t work, and you need to be more direct. It’s taught me to really listen and adapt, rather than assuming one way works for everyone.” She is continually inspired by the resilience of young people. “When a sixteen-year-old says, ‘I want help’, that’s incredibly powerful.”
If she had to describe herself in three words, Caroline chooses warm, authentic and dependable. But what defines her most is her consistency. “For me, it doesn’t stop at five o’clock. If a family in crisis reaches out and I’m able to answer, I will.” In moments where everything feels uncertain, Caroline chooses to remain steady. Present. Honest. Human. Because sometimes, that first conversation where families feel heard, understood, and not alone, is where everything begins.
As an Expert by Experience Case Manager at Yes We Can Youth Clinics, you use your personal story to support the road towards recovery of our fellows. You build trust, see beyond the masks, and make a truly meaningful difference. Curious which roles at Yes We Can Youth Clinics allow you to have real impact? Explore all our vacancies.
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