In one of the last sessions of the day, Lynn S. Muller, JD, BA-HCM, RN, CCM, and Jayne Skehan, DNP, MSN, BSN, RN, shared their thoughts about how case managers can engage LGBT clients with dignity and respect. Muller began the session with a moment of silence for "those who have died from hate, gun violence, and terrorism, having been sacrificed for no good reason."

The presenters noted that "LGBT populations often don’t seek needed healthcare for fear of discrimination, mocking, bullying." As a result, they often go without much-needed healthcare interventions.

Muller stressed the importance of professional sensitivity. "We have to understand our own feelings – but guess what? None of us has the luxury of taking our personal feelings into the work setting."

Words matter, the presenters emphasized, stating that forms should make gender-neutral options available and case managers should be sensitive to word selection. At the same time, it’s important to do accurate assessments. They noted, "Assessment must be consistent with the actual body parts, no matter the stated gender preference, as health risks remain, even after outward appearances change and transitioning occurs."

They concluded, "Our job is to provide case management services to all who come before us without regard to gender, identity preference, outward appearance. Birth gender matters only as it relates to safety, illness or injury."