Before I go any further in the Waiver Series, I want to pause for a minute and recognize the people who are in the middle of all of this every single day.
The service facilitators, the case managers, the coordinators—the ones answering the calls, returning the emails, and trying to keep everything moving.
I see how much you’re carrying. The caseloads, the deadlines, the constant changes, the expectations coming from every direction. You’re expected to know the system, explain the system, and fix the system, all while still showing up for the people who rely on you. That’s not small work.
It would be easy to look at everything that’s broken and assume it’s the people. But it’s not. It’s the weight being placed on them.
I’ve seen the extra time you take, the calls you didn’t have to return—but did, and the way you try to make things work, even when the system doesn’t. A lot of what does work… works because of you. Not because the system is perfect, but because you care enough to keep showing up inside it.
So this is just to say thank you. For the work you do, for the patience it takes, and for the way you keep people moving forward—even when it’s not easy.
And this matters too—when I talk about the system, I’m not talking about you. I’m talking about the weight being placed on you and the people you serve.
Because the truth is, a lot of people are still getting what they need today because you’re willing to stand in the middle of it all and keep going.
I see you.
