Q&A WITH CLAUDIA VILLEGAS-AVALOS, PATIENT NAVIGATOR
Q: What is the Patient Navigator at the House Children’s Hearing Center, and what does that role entail?
A: The patient navigator guides and supports children and families navigating the hearing aid or cochlear implant process. I provide individuals in need of advocacy, mental health support,
and access to resources with a safe space and a trusting professional to share their emotions and thoughts regarding their child’s diagnosis.
Q: The family services program at the House Children’s Hearing Center provides support beyond medical care. Can you share how these services benefit families?
A: The family services program is about “hearing with the heart.” Providing families with information, services, and support as necessary can help them accept their new diagnoses. The family services program embraces them with a circle of support so that they can digest the information and move forward armed with tools and resources to maximize success.
Q: What inspired you to become a Patient Navigator?
A: I read about the Family Education and Well-Being in an email and knew I wanted to
participate in it. A service like this was not available when I was diagnosed with hearing loss. I saw this as an opportunity to combine my education, counseling, social work, and administration skills in one role. It gives me immense joy and pride to be able to give back to others struggling with hearing loss.
Q: Can you share a bit about your personal journey with hearing loss and how it has shaped your life?
A: I was diagnosed with hearing loss in college. I wore hearing aids for 25 years before receiving a cochlear implant at the House Institute. I had a great deal of support along the way from my family, friends, and mentors at work, but mostly, I learned that we are not defined by our challenges but rather by how we rise to meet those challenges. It made me stronger and braver.
Q: How do you think the pediatric hearing care and family services field is evolving? What excites you about the future?
A: Every step we take towards the future, every breakthrough in research and audiology,
is a win for a child and their family. I am excited about
new community outreach opportunities through public health initiatives and awareness campaigns, because information is power. Everyone should have access to the same information regardless of their circumstance
Q: What do you find most rewarding about your work?
A: The most rewarding thing for me at work is having a platform to make truly life-altering services accessible to the neediest and most vulnerable people. It is an honor and a gift to be able to help a child or family tap into valuable services and facilitate the process of resilience.
Q: What common concerns or challenges do families face, and how do you help them navigate these?
A: Our families are often faced with a multitude of challenges, including poverty, trauma, immigration difficulties, domestic violence, homelessness, medical issues, developmental disabilities, and mental health concerns. When a family enters my office, I let them take me in the direction they need to go. It is a very fluid process, different for each family, but the goal is always the same. The goal is to ensure that everyone who walks through the door feels a little better, wiser, and more equipped to deal with their new reality. And, of course, I want them to know that at that moment, their needs are being met with compassion and the utmost respect.
Q: If you could share one piece of advice with parents of children newly diagnosed with hearing loss, what would it be?
A: Ask a lot of questions. Ask questions until you are satisfied, and do not waste precious time. Act quickly because your child’s future depends on what you do now.