Paola Fernandez joined the Human Services Department’s Aging and Disability Services division in 2024. As we celebrate National Hispanic Heritage Month, Paola writes about her passion for guiding clients—many of whom have language barriers—and helping them believe in their own power and potential.
What is your role at Seattle Human Services?
As a Counselor/Case Manager who is bilingual in Spanish and English, I support older adults and individuals with disabilities, many of whom face complex challenges such as limited mobility, chronic health conditions, language barriers, or social isolation. My work involves conducting home visits, assessing needs, coordinating care, and connecting clients to essential services that help them live safely and independently. I also advocate for clients who may have difficulty navigating systems on their own, making sure they are treated with dignity and respect. For me, it’s not just about providing services, it’s about building trust, empowering clients, and ensuring that every person receives the care and support they deserve.
What made you want to work in Human Services?
I have always been passionate about helping others, a commitment that began at a young age. I earned my bachelor’s degree in social work from the University of Cartagena in Colombia. I have worked in this field for more than 14 years in roles providing direct support to immigrant and refugee families, and later as an advocate for survivors of domestic violence, sexual assault, and human trafficking. I’ve also served as a member of the Washington State Coalition Against Domestic Violence, and I currently work with the Seattle Fire Department as a Community Educator, Outreach Advocate, and Certified CPR Instructor, a job that I have been doing on weekends for the past six years.
At Aging and Disability Services, we serve some of the most vulnerable and marginalized members of our community — individuals who are often too overwhelmed or fragile to advocate for themselves. Helping them navigate systems, secure resources, and regain stability is at the heart of what we do. I am fortunate to work with an amazing team led by an outstanding supervisor, Nate Adams. Our team is incredibly supportive of one another. When working with a vulnerable and often unstable population, having a reliable, collaborative team makes a tremendous difference — it ensures that no client falls through the cracks, and no worker feels alone in the process.
Paola and her HSD team.
On a personal note, my commitment to this work grew even stronger after my mother experienced a devastating fall at home, resulting in paralysis from the neck down. That experience gave me deep empathy and first-hand insight into the fear, helplessness, and complexity that so many of my clients’ face. It reminded me of the human side of every case — and the power of advocacy, compassion, and support.
What do you love about your job?
What I love most about my job is the opportunity to build real, meaningful connections with my clients. While I’m there to help them, I also learn so much from their experiences, perspectives, and resilience. Every interaction helps me better understand how to support them in ways that truly matter. I also love bringing a smile to their faces, especially when they realize they can speak to someone who understands their language and culture. That moment—when they feel heard and seen—is incredibly powerful.
One of the most rewarding parts of my work is helping clients become self-advocates. I love guiding them to recognize their rights, use their voice, and feel confident navigating the systems around them. Watching someone go from feeling powerless to feeling empowered is what makes this work so meaningful to me.
How do you contribute to HSD’s overarching goals related to racial equity?
As a Counselor and Case Manager, I work with a vulnerable and often fragile population—many of whom face barriers like limited literacy, language challenges, and fear of navigating unfamiliar systems. During every visit, I take the time to explain my role and what support is available. I always ask, “Do you understand what’s happening?” because I believe that true empowerment begins with understanding.
For me, contributing to racial equity means more than offering services. It means creating space for trust, respect, and voice—so that every client, regardless of their background, feels seen, heard, and capable of shaping their own future.
What motivates you or keeps you going?
As an immigrant who has faced many challenges, I know what it means to survive and fight for your rights. My personal journey has made me stronger, more resilient, and determined to be my own voice—not only for myself, but for my children and my family.
I’ve overcome difficult situations by refusing to give up and by believing that no one can stop you from achieving your dreams if you stay strong and focused. That’s the message I passed on to my kids: You can succeed anywhere—with no fear—because your voice matters. Being able to accomplish things I once thought were out of reach motivates me to help others do the same. I know how hard the journey can be, and that’s why I’m passionate about guiding others, being a support system, and helping them believe in their own power and potential.