The First Call: When a Family Member Doesn’t Know Where to Turn

(Part 1 of the “Moments That Matter” Series)

For many families, their journey with Meals on Wheels of the Greater Lehigh Valley (MOWGLV) begins with a moment of uncertainty.

Jane* had just brought her mother home from the hospital after a long and complicated recovery. Her mom, once fiercely independent, was now too weak to stand on her own, let alone cook. She was skipping meals, losing weight and becoming increasingly isolated. Jane, juggling her own job and caregiving responsibilities, was doing everything she could. 

But it wasn’t enough. Jane didn’t know where to turn.

A friend mentioned Meals on Wheels, and after a quick search, Jane picked up the phone. On the other end was someone who listened to Jane’s unique situation. They asked the right questions and helped her map out the next steps.

Jane’s initial call led to a home visit from a case manager. Then, meals tailored to meet her mother’s medical needs and personal preferences, grocery deliveries and a volunteer who would stop by five days a week to provide not just food, but a familiar face and a daily wellness check.

That single phone call became a turning point. 

And Jane’s story is far from unique. It’s the kind of call our team receives every single day.

When someone contacts MOWGLV, whether by phone, email, website form or referral from a hospital or rehab center, the conversation starts with one goal: understanding what’s going on.

At the center is our intake coordinator, who is often the first voice a client or family member hears. She asks questions and listens, because in many cases, the person reaching out doesn’t know what they need. They just know something isn’t working.

Is the client recovering from surgery? Living with a disability? Feeling isolated and struggling to cook for themselves? Our intake coordinator helps families discuss their needs and determines whether MOWGLV is the right fit for them. If not, they provide the person with resources that ensure they leave the call feeling heard, respected and confident that their needs can be met.

If a client is eligible, an in-home visit is scheduled within a few days. That’s where the MOWGLV case management team steps in. This is where a plan takes shape, and where the client’s journey with MOWGLV truly begins.

Stay tuned for the next chapter in our Moments That Matter series.

If you or someone you know is homebound and needs support, MOWGLV is here to help. Start the conversation today at mowglv.org.

.*Name has been changed for privacy