Failure of Support Services – A Friend in Need.

I have a friend who has been put in a situation that is frightening and unacceptable. This friend is an adult with autism, who lives here in New Zealand. She qualifies for support to help her live independently. But that crucial support has been taken away with little warning and no replacement, even though her actual entitlement to it has not changed. Trying to deal with the situation has caused her great stress and anxiety, and is already impacting on her daily life, and continues to be unresolved. I want to share her story with you – with her permission of course – because I think it is important to understand how our support systems can so badly fail the vulnerable in our community, and because I hope someone who reads this can offer advice and perhaps even a solution.

To make it easier to write this post I will call the person “Jane” and talk about them as if they are female, but the real name is not Jane and I will not confirm their gender either, in order to protect their identity.

Jane has severe anxiety, sensory problems, and depression. Talking can be terrifying – she often uses computer-based communications instead – but when she is comfortable and feeling safe she can talk and enjoys it. She needs support twice a day to help with daily tasks such as showering, dressing, dishes, rubbish, and opening and shutting curtains. She also needs support twice a week for domestic chores. This support is what allows her to live an otherwise independent life. Jane regularly tries to learn new skills and try new experiences, with proper support she has been taking part in her local community. She doesn’t have the support of people close to her who could help her with these tasks, including family, so she is heavily reliant on consistent and kind carers. She is also one of the most unique, thoughtful, caring women I have had the chance to encounter online, there is no malice in her, just a kind soul that needs a bit of help to get by.

Jane was receiving these much-needed supports until a couple of weeks ago, when she was having concerns about one of her carers. As is her right, she requested for a different carer to take their place. The service provider’s response was to remove the carer at issue, but they were unable to replace them, and they then told her they’d have to take out the other carer who had been helping Jane too because they were having difficulty finding people to cover the hours. She was only given about a week’s warning that she was about to lose all her helpers, despite the agency claiming they gave her a full two weeks notice. In the time they’d given her to find new carers, the agencies responsible for helping Jane have failed to find replacement help, so now Jane is in the situation where she had no carer and it has already seriously impacted on her well-being, such as in the taking of her much-needed medication.

She has a friend from out-of-town who has very kindly agreed to come help her out for the next few days, but after that she will be back to no help, and still has no word on when such help will return. You can only imagine the enormous amount of stress this places on someone who already suffers from anxiety and struggles with changes in routine.

When Jane first told me about the situation, I desperately wanted to help her. So even though I am not in her city, I made calls to her local support service providers on her behalf to express concern and to ask what progress was being made. I did this with Jane’s full consent, and kept her informed throughout of my progress, or rather disappointing lack of progress and the barriers I encountered that she had struggled with too. When I was finally able to get hold of the person in charge of Jane’s funding and in charge of finding Jane replacement carers, I found myself talking to a rude and antagonistic woman who went straight into complaining to me about Jane. Let’s call this short-tempered woman, “Katie.”

Katie told me Jane wouldn’t stop contacting her about the situation (understandably surely), and that she was already doing everything she could to help Jane. As this was a couple of days before the long Easter break and we would later find out Katie was going to be on holiday at least a week longer than the break period, you’d have hoped Katie would show a sense of urgency and an understanding of how important the situation was. Katie not only failed to find replacement care for Jane, she failed to communicate this properly to Jane too, leaving Jane confused about if and when the situation would get resolved. It was abundantly clear from the way Katie spoke to me about Jane, that Katie does not appreciate or understand the relevance of Jane’s anxiety in their communications. Jane needed reassurance, comforting, and above all else support, she got none of those things from the people responsible for finding her a new carer.

By the end of the conversation I had with Katie, it was me doing the calming of Katie, who was so agitated and annoyed at Jane’s efforts to get the carer situation sorted. I considered Katie to be deeply unprofessional in that conversation, and in later talks with Jane my impressions of Katie as being unhelpfully impatient and rude towards Jane were further confirmed. I do not think someone who gets so annoyed and lashes out when being asked to do her job, should be in that line of work.

I have encouraged Jane to make complaints about the people and organisations that failed her after the situation is resolved – that list includes the fund holder and the person responsible there for Jane’s service provision, the care organisation that pulled her care with inadequate notice, and in all likelihood should probably include the carer who she had to request be removed in the first place.

The days went by getting closer to the complete loss of carers, and in that time Jane did everything she could to try to get replacement help. She saw her doctor, she requested an advocate from a mental health community group, and she asked whether I would be willing to contact a mental health crisis team if she got to that point. I only wish I could do more. The advocate is hopefully going to be coming to see Jane this week, but whether that will lead to a replacement of services and when remains to be seen.

In the meantime, Jane is not provided with adequate levels of care, care she is entitled to under our health system. The impact of the loss of that care is hard to fathom. Not only are there the necessary everyday task that she cannot do for herself, and the impact of the interruptions of routine on her physical health, there is also the enormous impact this is having already on her mental health. She feels abandoned and has even wondered whether she did something wrong to be treated this way. It breaks my heart that she’s going through this, that she would be made to feel that it’s her fault. I am scared for her well-being. And now I’m reaching out to you.

What else can be done to help Jane? What else can I do, what else should she do? Is there some agency I should be contacting that I haven’t already? I’ve tried citizen’s advice bureau, I’ve tried her fund holder, she’s seen her doctor, she’s requested an advocate, we’ve both tried to put pressure on the people responsible for making the care reappear, all of which shouldn’t have had to be done in the first place. It wouldn’t be tolerated if we left young children, the elderly, or the sick without care and without information on when care will be available, so why do we have here an example of a person with a disability and significant mental health needs who is in this situation? We listen to government rhetoric about how great it is to have people being empowered to live within the community instead of in institutions, and yet the short-fall of service provision to make that happen means they are endangering our most vulnerable citizens. Jane has the right to live independently, and it is the best option for her long-term due to the nature of some of her challenges, all she needs is support and understanding.

She knows I have written this post and it is only being shared with her approval. She says she is OK today, because the aforementioned friend from out-of-town is with her right now. She will see your comments, so please offer her your love and support and reassurance, she needs it and she deserves it. And if you can help her, or help me to help her, please reach out and let us know.


Brief update (30th April): The situation remains unresolved and has taken some upsetting turns. Both I and another friend of Jane’s continue to keep in contact with those who are in a position to help, and to advocate for Jane. We’ve had small successes in terms of making those contacts and trying to get people to share the concerns and work towards fixing the situation, but nothing is yet resolved. I just want to again thank all of those who have made suggestions and tried to help, it has been very useful.

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20 Responses to Failure of Support Services – A Friend in Need.

  1. Deidre says:

    “Jane” I do not live in your country so I can not speak to how the government works there. I do know here in the states, pressure can most always get the job done. If someone could do some research on who Katie’s superiors are and simply go up the ladder. Sometimes a kind, quick daily call to all that have a hand in Jane’s care, will get the ball moving.

    Is there something like a help line, not specific to Jane’s needs, but an all around information help desk?

    What about legal aid? Often times there is free legal aid who will get involved to keep the pressure going.

    Check with some advocacy groups, they have legal aid as well as volunteers who have handled this sort of thing.

    Jane I want you to know this is what happens. It happens here in the States all the time, it’s under paid government workers who would be better suited working an all night shift at a diner. Actually that is not even true, some ladies working the night shift are perfectly lovely. You didn’t do a thing to deserve this and you are obviously loved and cared for by your fellow humans. I imagine you are using every bit of the courage you have to get through this, and you will. Perhaps it will even help you in the future to face difficulties, I will be thinking of you and I do hope we get to hear a happy resolution soon.

  2. Hilary Stace says:

    I have posted this on the Facebook pages Autism in New Zealand and Aspergers Syndrome New Zealand and there are some useful comments there.

  3. Kathy D says:

    Jane I really do feel for you, how frustrating and disappointing our health agencies are. I work for a branch in Christchurch and the only reason why I am still working for them is because of the family and child I work for (who are amazing) while I study. I have to work under coordinators who have no idea about people with special needs it really seems to be about them and their workloads. I have heard them moan and groan with no empathy whatsoever. I would suggest getting hold of Manawanui incharge they are in Albany village in Auckland. Their minimum wage is $3 more than a lot of places for their carers. This suggests a higher quality of care from what they have told me. I put my family I work for onto them and they instantly received an extra 4 hours a week on top of what they were getting, even better the family was able to employ me under Manawanui. Keep persevering….good things will happen. Take care Jane

  4. Daena Dixon says:

    I would see about approaching your local MP

    • Daena I’m not sure whether I should be getting Jane to approach her own MP (which poses problems), or approach my MP, considering our regions are completely different. It’s a good suggestion though, I’ll see what I can do with it.

  5. Joye Martin says:

    Jane Have you considered or looked into Individualised funding? that way you are not tied to an agency who decided who you can have as a carer but you choose them yourself or get someone to help you choose there are places out there that can look after the payroll side of things I would talk to your NASC to see about switching, seriously get someone to call the Needs Assessment People (NASC) and ask for an urgent needs assessment get them to come to your home or meet somewhere you are comfortable and tell them the issues

    • Excellent suggestions Joye. In a recent communication with Jane she was telling me that Individualised Funding is something they are now looking into, hopefully it can resolve the issue and avoid it happening again, though I suspect the change wouldn’t come in fast enough to help her at this point. She’s in regular contact with her NASC, who say they are trying their best to resolve the issue but haven’t been successful yet.

  6. rachel says:

    Jane and friend, if you are either a) in the greater Wgtn region or b) eligible for support from IDEA please get in touch with me at

  7. Elizabeth says:

    From the other side of the world you have my good thoughts for a quick and happy resolution. Please keep us posted as appropriate.

  8. Kiri says:

    Would you mind sharing the location with us.

    Also, have you filed complaints with the Health and Disability Commissioner ( and the Ombudsman ( and Jane’s MP?

    I find that IDEA (formerly the IHC) in our area the most clued in and sensitive of all the agencies we deal with, so I would suggest contacting them also (

    I hope this dreadful situation is resolved soon.

    • Thanks Kiri. I’ll follow up those options with Jane. I’ll ask how she feels about me sharing the location, if she’s OK with adding in that information I will comment here again and update the post accordingly.

  9. Shirley says:

    Dear Jane,
    Remember this is not your fault. I hope this gets sorted soon.
    Take care Shirley

  10. Michelle says:

    Dear Jane,

    I really sorry to hear and read about experience what low quality shocking service which is of high priority. I know and understand how it is and it is system that failing badly it sure is very exhausting and breach of rights. Individualised Funding is better as you have more control. Miranda Homecare has been great for me. Email If you are Auckland I am happy help out or if anything I can do even if need support person when talking with them. Take Care.

  11. Catherine says:

    Jane, just to say I am thinking of you. Really hoping this gets sorted for you. And thank you to the author of this blog for making us aware of this issue. The support services in this country for autism are so piecemeal and uncoordinated it’s depressing. Hence why I’ve tried to keep away from official ‘help’ as much as possible.

  12. Hi Jane, I really hope that you manage to get this sorted soon…. I see that I was in New Zealand while this was happening to you. I was pondering if it would be better for me to live in New Zealand (my son is autistic, non verbal and academically challenged), however, after speaking to various people and reading about your story I can see that the move would be a difficult one for us. Good luck, Jane. Go well. Di

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