A Day in The Life: Texas Caseworkers Share Challenges and Successes
 

Interviews with Melody Mead, Joseline Hernandez, and Gisele Ivy

June 2025

Adult protective services (APS) caseworkers are arguably the most vital component of programs. They work day-to-day investigating cases and supporting older adults and people with disabilities across the country. National Adult Maltreatment Reporting System (NAMRS) data for fiscal year 2022 reported 8,364 intake or investigator full-time equivalent positions nationwide who completed over 800,000 investigations. 

At the Texas Department of Family and Protective Services, APS works with adults age 65 and older as well as adults with disabilities. In fiscal year 2024, APS completed more than 88,000 investigations with about 574 full-time equivalent caseworkers. Three veteran Texas case workers offered their insights into the day-to-day work of APS across the state. Melody Mead and Joseline “Jo” Hernandez have been with APS for five years while Gisele Ivy has worked in APS for nine years. While the three work in different regions of the state, there are clear similarities in the core components that make a caseworker successful regardless of their location.
 

Starting off, what would your typical plan for the day be as an APS caseworker? 

Jo shared that her ideal schedule would start with pulling up newly assigned reports and reviewing cases. She is then able to go out on visits and follow-ups. After visits she returns to the office to work on calls to collaterals, notes, and other items. Melody agreed and she likes to use the end of the day to plan her visits for the next day. Since she lives in a different county from her region this helps her plan the most effective route. All three caseworkers agreed that a day rarely follows the ideal. Gisele summed it up, noting that her perfect day would be getting everything done that she has planned from documentation to visits and calling resources. But in her years working with the state, she does not think this has ever happened!

All three of you noted changes and emergencies are part of the day-to-day work of a caseworker. How do you manage interruptions to your plans?

According to Gisele, a caseworker has to be well organized. They need to be able to adapt to changing situations and take care of the new priority to get back to other goals. She keeps a schedule and lists of clients to see, from the need to make collateral calls to other priorities. If an emergency comes up that throws off her schedule, Gisele has found that the lists help her get back on track more easily after addressing the issue.

Jo agreed that organization is essential. She is very particular about computer organization and ensuring everything is filed in its place. Each client has a folder that is structured with places for intake information and other resources. Melody added that this organization can be especially important in rural areas where the internet does not always work. Having an organizational system helps both Jo and Melody quickly access client information.
 

As you have mentioned, collaborating with partners is often part of your day. Are there partnerships you particularly rely on and how can others build these partnerships? 

All three agreed that building relationships is key to partnership. Jo has found that community engagement and introducing herself as well as educating others on APS is most effective. She presents during lunch and learn sessions with community agencies to share about APS’ authority, criteria, and policies. This education also helps address complaints that APS is not taking action on a case or closed it for no reason. She has found building these connections encourages partners, such as hospital social workers, to reach out to her with questions or clarifications around if a patient should be referred to APS. 

Jo also shares her contact information with others for direct outreach. Melody agreed that building hospital relationships is important and helpful to address unsafe discharges. Melody noted that a partnership with the San Antonio Fire Department’s Mobile Integrated Health Division and other accessible health care services has been important. Despite covering a more urban area than the other two caseworkers, the need to build relationships is still important. 

As part of a rural region, Gisele noted a challenge can be the lack of resources for partnership, but she engages in the same rapport building and collaborative process as her counterparts. Because the community is small, Gisele can easily reach partners such as the local sheriff, police chief, or medical providers. She gave an example that when she calls a client’s doctor, she is generally able to speak directly with the doctor quickly rather than going through an assistant or nurse aide. Gisele noted the importance of being there for each other and the reciprocity and mutual support in smaller communities. 
 

Being an APS caseworker is not easy. What do you see as the biggest challenge and how do you approach these challenges? 

The three caseworkers agreed that family dynamics is a top issue that can make work harder. Melody highlighted that some families would have arguments or make accusations between each other, but her focus is on the client. Gisele agreed that family dynamics is a challenge regardless of where you are in the state. Family members often want what is best but have different ways to get there and lack communication. Having a clear list of questions that are not wide open helps Gisele build connections.

In addition to family dynamics, Gisele highlighted that the client themselves can be difficult. As in APS nationwide, Texas APS works to support self-determination and use the least restrictive alternatives. For the most part, an APS client can refuse services. Gisele noted that a hard part of the job is when there are resources and you can help a client, but they still refuse services. Jo noted it is important to balance advocating for acceptance of services and not ruining rapport. She highlighted that maintaining rapport may help the client move forward with services if another report is made.

Moving past challenges, what does success look like for you at the end of the day? 

Jo, Melody, and Gisele agreed that the ability to advocate and give a voice to clients is part of success. As a caseworker, Jo noted that there is not always a lot of time in the day but taking the time to sit with a client and letting them know they are being heard and recognized is important. Melody added that being a voice for nonverbal clients and clients with intellectual and developmental disabilities is a success. Gisele also highlighted the need to celebrate small steps as well as the more infrequent big successes.

Finally, what advice do you have for APS across the country?

For APS programs and partners, the caseworkers recommend engaging in training opportunities, like the Texas APS conference, and including mentoring during training. The group highlighted the importance of being able to reach out to more experienced workers with questions. All three caseworkers felt it was a strength of the program that they are comfortable reaching out to higher level supervisors with questions or for support.

For current students, Jo recommended pursuing internships and gaining exposure to APS as a potential field. There are many opportunities and job areas in APS that students may not know about and could benefit from just putting their feet in the water.
 

Thank you to Jo, Melody, and Gisele for sharing your daily experience as APS caseworkers. Find out more about Texas Adult Protective Services online.

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