The Waitlist Dilemma: Are Waitlists Helping Or Hurting Your Clients And You?
Let’s Talk About Waitlists
With the volume of those in need of counseling increasing, it is more likely than not that you’ll run into the idea of keeping a waitlist as you build your practice.
The surge in the demand for mental health services has seemingly collided with the problem of having too many people and not enough room.
Now. You may be thinking, Whitney, that too many clients are a problem I want to have! Yes, I understand that, but what about the seasons when your clinicians and even you are feeling burnt out? What about the times when you want to keep the money coming in, but you are at a standstill with your body, mind, and soul being capable of such tasks?
That’s when it’s a healthy idea to keep a waitlist. Waitlists allow you to balance the amount of clients you and your clinicians are taking in without overwhelming yourselves. It allows you to set a boundary in your practice, without losing potential clients right off the bat.
However, there’s controversy about waitlists. Many argue about these topics:
Long wait times: With many practices having waitlists that stretch out for weeks or even months, many people believe this can delay people’s access to care
Duty of Care: Some people argue that we as therapists should never take on more than we can handle.
False Hope: Some believe that waitlists can create false hope in potential clients, which in turn could cause their condition to worsen. It’s also argued that individuals taking the step to reach out about their mental health, and then not receiving it, can cause discouragement or feelings of isolation
Priorities: Some question the priorities of some practices. The argument is that implementing waitlists shows how someone is prioritizing business interests over the wellness and welfare of a client.
Although these arguments are certainly worth considering, my perspective is slightly different on this topic.
Storytime: The Time A Waitlisted Client Was Saved
First, I want to start with a story. As we kept a waitlist at Water’s Edge Counseling, there was a clinician who had an unexpected cancellation one day, and we decided it was best we bring in someone on the waitlist. By the time that session ended, we were thanking God we took in that client. We found out that this client had suicidal thoughts and a gun at home. Who knows what could’ve happened if we didn’t take them in at the last minute?
I believe that was all part of God’s divine timing.
Addressing the Arguments
Yes, I hear all of the arguments listed above. It is so important as therapists to make sure we hold up our duty to take care of our clients the best we can. We are dealing with mental health for crying out loud! In a world filled with things that can rot our brains at our fingertips and environments that cause trauma for years to come, I can not agree more that we should never take on more than we can handle.
However, I believe it is essential to keep a door open that can possibly save someone’s life. It’s like that client we took in at the last minute. That day could’ve been their last chance to feel any sort of hope or get help, and they were already in a position to get the help they needed by God’s timing.
One thing I do suggest, however, is that you don’t make the client feel obligated to you and only you when you inform them that they are getting put on the waitlist. Whenever you put someone on there, you should first make it clear that you are unsure when and how often you’ll be able to meet. But, I would also suggest that you let them know that they should seek other help in the meantime if the wait is too long for them. Our clients and potential clients should be of the utmost value to us, so if it’s God’s will for them to go elsewhere, then that’s what’ll happen.
I believe it’s important for us to stay in prayer about our clients and future clients. We should pray that whoever walks in those doors will receive the counseling they need, when they need it, and exactly how they need it.
Why I Like Waitlists
Many of my clinicians have pushed back on me with this topic as they are worried about not being able to meet with that specific client again regularly. However, I say it’s important that we never shut down or turn away anyone willing to wait for our services, especially if we make it clear upfront. If God wants them there, they will be there.
I also like waitlists because the clinicians can see their ideal number of clients. For example, let’s say there’s a client that wants to see 20 clients per week. If they schedule 20 but 3 of them cancel, they are out that income for their needs. But, if they have a waitlist of 4-5 clients, they can pull people off the waitlist so that they do see 20 in total and reach their goals.
The Issue With False Hope & Priorities
Speaking on false hope and priorities, I believe that if you state what your intentions are from the beginning, you don’t have to worry about what others think about how you run your practice. God sees what you are doing and the lives that you are trying to help. It’ll be very hard to disappoint a potential client if you let them know ahead of time how the waitlist works. As far as others who have an opinion on whether you’re prioritizing business or the health and wellness of your clients, that’s between them and God. As long as you’re going to God on all your decisions, you don’t need to worry about if someone else thinks you don’t care about those who step into your sessions. You care, right? God sees you and is guiding you, right? Well, then that’s all that matters.
Do What God Is Calling You To Do
As I always say, the best thing for you to do is what God is calling you to do. I’m here to give my opinion that is attached to my real experiences. Take what I say with a grain of salt, go pray about it, and make your decision from there.
We are all just counselors who have the same goal: to help people. So, let’s all do that in the unique way that God has told us to do so.
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