A Message from Penny Forward Founder and CEO, Chris Peterson

Hello Penny Forward Members and Supporters,

Today, I want to talk about something fundamental to all of us: trust. Trust is the foundation on which we build our financial health, our relationships, and our sense of security in the world. When it’s there, things run smoothly; when it’s broken, everything can quickly fall apart.

Let’s start with the basics. We trust our schools to teach us the skills we need to know to live and work independently as adults. That’s a big one, right? From reading and math to life skills and socialization, we count on our education system to prepare us for the world. As people with blindness or low vision, we also trust our rehab counselors and other professionals to help us navigate the barriers we face in finding and keeping employment. We depend on them to understand our unique challenges and provide the resources and support we need to succeed.

But trust doesn’t stop there. We trust the companies we do business with to sell us products and services that are safe and effective. Think about it—whether we’re buying assistive technology, using transportation services, or ordering groceries online, we assume that these businesses have our best interests at heart. We even trust our friends and families to give us advice that is in our best interest, and in turn, they trust us to do the same for them.

Sounds pretty simple, right? Well, in theory, it should be. But trust isn’t something that happens automatically. It’s something that we all need to work on, day in and day out, to cultivate. Whether it’s personal relationships, professional interactions, or financial decisions, trust is something we have to nurture. And unfortunately, I believe we’ve lost sight of the importance of trust in many areas, especially when it comes to supporting the blind and low vision community.

The Erosion of Trust in Support Systems

Let me give you an example. Here at Penny Forward, we’ve been working hard to establish strong, trusting relationships with state rehabilitation agencies. Our goal is to serve more people with blindness and low vision at no cost to them. It’s a worthy mission, and we’re excited about the progress we’ve made so far.

But here’s the problem: our clients don’t trust their rehab counselors, and that’s become painfully clear. This isn’t an isolated issue. Many people with blindness or low vision have shared similar experiences of mistrust with these agencies. Why? It seems like there’s a widespread belief that their counselors don’t have their best interests at heart, or worse, that the systems in place are designed to make things harder rather than easier. People feel like they’re being pushed through a bureaucracy, with rigid rules and cost-cutting measures that don’t leave room for personalized support.

This is troubling because trust between clients and counselors is essential. Rehab counselors are supposed to be our allies, guiding us through the challenges of finding employment, gaining independence, and navigating life with a disability. But when that trust is broken, the whole system starts to crumble. I urge counselors and agency staff to work hard to strengthen the trust between themselves and their clients. It’s not just about following rules and ticking boxes; it’s about genuinely caring for the people they serve.

The Mistrust of Social Security

Now let’s talk about another area where trust has been shattered: the Social Security Administration. If you’ve ever received benefits through Social Security, you probably have a story to tell. And, unfortunately, it’s likely not a positive one. Over 40 percent of Social Security recipients have received at least one overpayment notice at some point. That’s a staggering number! Imagine being told that the money you’ve been relying on to live was overpaid and that you now owe it back. That kind of experience can really shake your faith in the system.

Even worse, many people have reported that they’ve given the Social Security Administration accurate information, only to have it ignored or misinterpreted. When I was receiving Social Security during college, my local representative, Denice, treated me terribly. She acted like I was a subhuman animal. I’d ask about programs that could help me, like Ticket to Work, and she would outright lie to me, telling me they didn’t exist. I can’t even express how frustrating that was. It made me feel powerless, like I couldn’t trust the very people who were supposed to help me succeed.

This kind of behavior—whether intentional or accidental—destroys trust. When representatives provide false information, refuse to provide information, or treat people with disrespect, it erodes the faith we have in these systems. And rebuilding that trust is not easy.

Building Trust at Penny Forward

At Penny Forward, our number one goal is to build and maintain your trust. We’re a small organization with big ambitions, and we know that sometimes things might fall through the cracks. But here’s the thing: if that ever happens to you, we need you to tell us. We’re not perfect, but we’re committed to making things right whenever we can.

We’re working hard to grow and build the capacity to do everything we want and need to do. But with so much need in our community and so few resources being directed toward addressing it, we sometimes bite off more than we can chew. That’s the reality. Still, we’re always striving to improve, and your feedback is a crucial part of that process.

I also want to say this to any agency representatives reading this: ask yourselves how you can build greater trust in your agencies. How can you show your clients that you genuinely care about their success, not just about meeting quotas or cutting costs? Because in the end, that’s what it’s all about—trust.

Trust and Financial Health

For all of us, trust is a key component of financial health. Without trust, it’s hard to make confident financial decisions, whether it’s choosing a new job, starting a business, or investing in your future. So ask yourself: what have you done to build trust with your employers or customers today? Are you living up to the promises you’ve made? Are you doing your best to deliver on your commitments?

And if you’re struggling with trust, know that you’re not alone. At Penny Forward, we’re here to support you, to listen to you, and to help you navigate the challenges you face. Building trust takes time, but it’s worth the effort because it’s the foundation of everything else.

Let’s work together to rebuild trust in the systems that are supposed to support us and in the relationships that matter most. Whether it’s with our rehab counselors, Social Security representatives, or the businesses we interact with, trust is something we all need—and deserve. And it starts with each of us, one step at a time.

Sincerely,

Chris Peterson, AFC®
Founder and CEO, Penny Forward