Care Stories — Teen Support
Clarity and support in a moment that couldn’t wait
When her teen came out as transgender, Alejandra was overwhelmed navigating mental health needs, school challenges, and unfamiliar care systems, impacting both her child’s wellbeing and her ability to stay focused at work. Here’s how Family First stepped in to stabilize both her child’s support system and her work life.
Employer Profile
Employee Profile
Industry: Transportation
Caregiving Role: Caring for a Teen
HQ: Mexico City, Mexico
Benefit Referrals: EAP
Size: 1,500
Experience Enlisted: Complex Medical Needs, Legal Support, Family Dynamics, Educational Supports, Emotional and Mental Health
The Situation
Alejandra is a communications director at her firm's Mexico City office. She called Family First after her 16-year-old came out as transgender. She wanted to support her child but was overwhelmed trying to find the right medical and psychological help. Her child was dealing with depression, had been targeted by classmates, and was refusing school.
Alejandra was spending work hours looking into healthcare options, the legal name change process, and school intervention. Her productivity had dropped sharply and she had missed a major client event.
"I wanted to fight for my child but did not know where to start. The school was not helping."
— Alejandra V., Caring for her Teen
How We Work
From first conversation to ongoing support, our Care Experts don’t just guide. They do the work, solving care needs and staying with caregivers every step of the way.
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Engage, Listen, Understand
We start by listening. Employees are matched 1:1 with a Care Expert to understand what's really going on, not just the immediate issue.
Do the Work
Proactive planning, coordination, coaching and advocacy. We make the calls. We navigate the systems. We take what we can off caregivers' plates.
Ongoing Support & Outcomes
Support continues until goals are outcomes are achieved and stress is reduced. We stay with caregivers until the work is done.
Working with a Care Expert
A whole-person assessment that standard healthcare misses
Family First paired Alejandra with a Care Expert who understood adolescent mental health and LGBTQ+ support in Mexico. The initial assessment uncovered that her child's depression had worsened and there were signs of social anxiety beyond just the school bullying.
The Care Expert also found that the member had no idea about Mexico City's progressive legal framework for gender identity changes or the specialised clinics available. The Care Expert then built a care plan grounded in what was locally available.
How We Helped
One Care Expert. Six coordinated moves.
Connected Alejandra's child with a psychologist at a clinic specialising in gender identity and teen mental health
Walked her through the legal process for gender marker and name change in the civil registry
Set up a meeting with the school's guidance team to put an anti-bullying and attendance plan in place
Provided resources from family and youth support organisations for the whole family
Arranged family therapy sessions to strengthen communication and support at home
Put an ongoing monitoring plan in place with regular check-ins on mental health and school
"Family First knew the system in Mexico and helped us navigate it with compassion. My child has their name, their therapist, and their confidence back."
Measurable results — for the caregiver and the employer.
66% Caregiver Burnout Reduction
10/10 Employee Satisfaction
8 Solutions Secured
105 Hours of Productivity Regained over 8 Weeks
Member Re-Engaged Fully at Work without Missing Additional Client Events
Child resumed school within 5 weeks and engaged in therapy. All report feeling supported and hopeful
This is what championing caregivers looks like
See how Family First can deliver meaningful outcomes for your employees across every life stage of caregiving.