"'There are always surprises,' that's one thing she taught me," said Faye, a CASA volunteer. “A case is going in a certain direction and suddenly it switches, sometimes for the better," she said.
Faye has volunteered at CASA for 9 years with Florencia as her Child Advocacy Specialist.
Nearly 10 years and 122 volunteers later, Florencia's advocacy has had lifelong effects on the individuals she has worked with.
"I think Florencia has been a big part of what's made my experience with CASA such a positive one and why I've wanted to do it for so long," said volunteer advocate Lori, who has also worked with Florencia for 9 years.
"I think Florencia has been a big part of what's made my experience with CASA such a positive one and why I've wanted to do it for so long," said volunteer advocate Lori, who has also worked with Florencia for 9 years.
If there is one thing that makes Florencia an incredible volunteer supervisor, it's that she empowers her volunteers to trust their own judgment. She offers her expertise in the child welfare system when needed. Then, she encourages the volunteers to use their own voice to speak up for the best interest of children.
When Florencia started at CASA in 2014, about half of her cases had volunteers, and the other half she worked on her own.
"Now, I don't remember the last time I didn't have a volunteer on a case. We have a lot more resources now," she said.
More resources aren't the only reason Florencia continually has her caseload fully staffed with volunteers. Nicknamed the "Queen of Volunteer Retention," Florencia has had 76 volunteers decide to take at least one more case with her after working with her — over half of all the volunteers she's ever worked with.
More resources aren't the only reason Florencia continually has her caseload fully staffed with volunteers. Nicknamed the "Queen of Volunteer Retention," Florencia has had 76 volunteers decide to take at least one more case with her after working with her — over half of all the volunteers she's ever worked with.
Over her almost 10 years, she has also used her skills to guide other staff members. She enjoys teaching and has formally mentored 15 CASA staff, some of whom took leadership positions in the organization.
Her ability to empower others through gentle guidance is part of what makes her volunteer supervision so effective. She has managed many volunteers through really challenging cases, many of them lasting years.
When she looks back at all the cases she’s taken on, the challenging ones stand out the most. In those instances, she said, she and her volunteers lifted each other up.
In one case, a child who was born with a rare disease passed away. Florencia and the volunteer had worked on the case for 5 years and supported each other at every twist and turn.
"Sometimes I cried calling [Florencia] and talking to her about the case," the volunteer said. "Florencia was so gracious and helpful. Thinking about it brings tears to my eyes."
Despite a devastating prognosis, the volunteer served the child in every way possible with Florencia's support: Visiting the child more than the required amount, advocating for expensive medical equipment to improve the child's quality of life, and supporting an incredible placement that was a great fit for the child's needs.
"I don't think the youth would've lived as long as they did if they weren't at that placement," the volunteer said. "The nurses took great care of the child, and the placement loved them like one of their own kids."
In cases involving complex medical care and beyond, Florencia's career in social services work and passion for using Spanish has strengthened the reach and integrity of her work. She approaches each case for its individuality and considers all relevant factors. When appropriate, her goal is always for the children to have a permanent home with family members.
In cases involving complex medical care and beyond, Florencia's career in social services work and passion for using Spanish has strengthened the reach and integrity of her work. She approaches each case for its individuality and considers all relevant factors. When appropriate, her goal is always for the children to have a permanent home with family members.
Her volunteers have adopted the same goal.
"All the cases I've had have turned out the best they could. Not perfectly, but there is no perfect family and no perfect situation. All the kids I've had ended up with a family member — whether extended family or immediate, they all ended up with relatives, which made me very happy," said volunteer Faye.
Her volunteers' approaches to serving children are formed after her own — that the most important task is to look at the totality of the case to determine what is the best for children. Even if it's not ideal, and even if compromises must be made.
Serving 443 children has brought plenty of compromises, challenges, and even good surprises. When Florencia thinks about her hopes for the future of the children CASA serves, her response is immediate.
"That they're able to have a permanent and healthy placement. Hopefully, with family."
Staff Volunteer Advocacy
