By Janet Coulter, MSN, MS, RN, CCM, FCM
Every now and then, a holiday story comes along that captures the true spirit of the season. The Best Christmas Pageant Ever is one of those rare gems. This is the next holiday classic! Both funny and heartwarming, it reminds me of the importance of kindness, inclusion, and looking beyond surface impressions—a valuable lesson for the holidays and case managers year-round. This powerful message centers on the Herdmans, a notorious group of unruly siblings who have earned a reputation as "the worst kids in the world." With their rough attitudes, constant mischief, and tough exteriors, the Herdmans are the last people anyone expects to see involved in the church Christmas pageant. Yet, they surprise the entire community by bringing an unexpected lesson in empathy and compassion.
The Herdmans' disruptive behavior—stealing lunches, smoking cigars, and bullying others—had cast them as misfits and outcasts. It's easy to judge them based on their actions, much like the townspeople did in the story. But as case managers know, there's always more beneath the surface. Each Herdman child has their own burdens, shaped by a lack of resources, hardship, and unmet needs. In many ways, they reflect some of the clients we, as case managers encounter—individuals who may be difficult on the outside but are carrying unseen pain, trauma, or distress.
Watching the movie, I couldn't help but be reminded of Bob, one of my own former clients. Bob, an injured worker, was at first abrasive, yelling, cursing, and resisting any offers of help. He reminded me of the Herdman children. Beneath his tough exterior, however, were layers of physical pain, financial instability, and fear. Like the Herdmans, Bob's actions didn't truly reflect who he was. His actions were expressions of his inner struggle. Working with Bob was challenging, but as I slowly earned his trust, I discovered a person in need of compassion, understanding, and support. In helping him, I saw the value of patience, empathy, and looking beyond appearances—a theme that resonates throughout The Best Christmas Pageant Ever.
The Herdmans, despite their rough demeanor, end up giving the town a profound gift: the realization that compassion and inclusion benefit not only the recipients but also the community itself. This story highlights the importance of seeing beyond actions and behaviors, looking instead at the person underneath. As case managers, this is a core part of our work, whether managing complex cases or advocating for resources. Each client has a unique story, and by extending kindness and grace, we can help them on the path to better health and healing.
Without spoiling too much, the story of The Best Christmas Pageant Ever culminates in a heartwarming lesson for both the Herdmans and the townspeople. There's joy, laughter, and an unexpected understanding that reminds us of the true meaning of Christmas. As I left the theater, I hummed Christmas songs and felt inspired to carry forward the message of kindness and inclusion into my case management practice.
Let's all take a page from the Herdmans' story this holiday season: sometimes, the most meaningful gifts are those we give through empathy and understanding. The most transformative gifts we receive as case managers come from our clients whose tough exteriors often conceal deep, unseen pain.
May your holidays be filled with warmth, joy, and acts of kindness that make a difference.
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Bio: Janet S. Coulter, MSN, MS, RN, CCM, FCM is a Fellow of Case Management and a board-certified transplant case manager with a large health plan. She is currently President of the Case Management Society of America National Board of Directors. She has held positions as a nurse educator, administrator, team leader, and Director of Case Management. Janet holds a Master of Science in Nursing from West Virginia University and a Master of Science in Adult Education from Marshall University. Janet has been a recipient of the CMSA National Award of Service Excellence and Southern Ohio Valley CMSA Case Management Leadership award.