Read the case study, then answer the questions that follow.

Case study $($questions $6-8)$

Maline $($a support worker$)$ receives an angry phonecall from Frankie, who has been trying to get an appointment for several weeks to discuss some changes she wants to make to her services. Maline had meant to get back to Frankie weeks ago, but got caught up in her busy workload. She thanks Frankie for the reminder and they make an appointment for the next day.

During the meeting. Frankie asks Maline about the research she was going to do about her options for training and employment, based on the email she sent last week. At their last meeting, they had discussed Frankie's wish to get back into employment after her injury, and she had compiled a list of ideas that she emailed to Maline. Maline had been so busy that she had not looked at Frankie's service. plan before the meeting, and although she had seen the email, her promise to do this research completely slipped her mind.

Maline sincerely apologises to Frankie for these omissions and thanks her for the work she's done in investigating ideas for training and employment. They agree to meet weekly for the next month to fully explore Frankie's options and to make sure she receives the services she needs.