The vital role of our client liaison managers

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Under normal circumstances, suffering a life-changing illness or injury can have a devastating impact on everyday life. Then factor in COVID-19. The role of our Client Liaison Managers (CLMs) become even more crucial in providing practical and emotional support to our clients every step of the way.

Throughout the legal process, our medically trained CLMs, Caroline Trinder and Gill Webber, are in constant contact with the clients and their families, assessing their individual needs and liaising with, among others, rehabilitation organisations, NHS teams, charities and therapists.

The pandemic has left many of our vulnerable clients needing additional support. Treatments have been cancelled, services overstretched and face-to-face contact severely restricted. Our CLMs have adapted their working methods to ensure our clients receive continuous assistance. Although they have been unable to carry out their usual home visits, these have been replaced by telephonic support, advice and referrals to local services and charities. Zoom sessions with the CLMs have been greatly appreciated by many clients and families, particularly those struggling mentally or living alone.

How our CLMs have recently helped

  • Helping a father find a suitable home for him and his young son who has cerebral palsy
  • Obtaining a Disabled Facilities Grant for a client which allowed him to have a fully adapted kitchen and a powered wheelchair
  • Helping a severely disabled client move from a basement flat into a fully adapted property with a garden
  • Liaising with social workers to ensure respite care is being offered to families in need
  • Helping families to have their child’s care package increased
  • Speaking with NHS occupational therapists to help secure funds for a ceiling track hoist to be installed which previously had been refused.


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