Q: What does the Family Services Department do and what does the process look like when they first arrive at one of our family residences?
A: After checking in with the Safety department for a tour and personal hygiene kit, families meet with their case manager for a comprehensive assessment. Every situation is different. Some families come in crisis and need immediate intervention. Some come in more stable. The assessment helps us learn where families are at and address their needs right away, whatever that may look like, and move forward.
Q: What goes into creating a plan for a family?
A: We start with a conversation identifying what the family hopes to achieve and how we can support them. Every family receives an Independent Living Plan (ILP), created together with their case manager to outline their goals and the steps to reach them. Every ILP is different, because every family’s needs are different.
Q: How does your team collaborate to create a holistic support plan for each family?
A: I like to look at us as being a care team for the family. When you arrive, you’re assigned a case manager, a housing specialist, and a client care coordinator. We all service the family in different ways but with the same goal—to move them out of shelter and back into their community. We meet to review cases, share updates, and find the best strategy for each family. It’s a collaborative effort.
Q: What are some of the key challenges that families face when they arrive, and what helps them move toward stability?
A: I would say fear of the unknown. Being in shelter can be a traumatic experience, so part of what my team does is try to make families feel comfortable and at ease. During that first engagement, we want them to know that we are not here to judge or criticize—we are here to offer support and solutions and to be their advocate.
Q: In what ways do you help clients build long term stability beyond housing?
A: Everyone in shelter comes from different walks of life. The common denominator is that they are currently in shelter, but they may have other concerns that need to be addressed. We teach skills like budgeting and managing income so families can stay stable once they exit shelter. Whatever the need is, we work with them so that it is no longer a barrier for them when they leave.
Q: How do you define success for a family?
A: Success is not always about moving out. Yes, that is the end goal, but we also celebrate the smaller milestones that get them there. Maybe a client has struggled to maintain employment, and now they have had a job for the past year. That’s success. That’s progress. Maybe a client has been difficult to engage, but now they’re coming regularly for their appointments. Success can come in different forms.
Q: Can you share an example of a client who made a significant transformation and what helped make that possible?
A: Yes, we had a family come in without much employment history. We gave them referrals, and they were able to find a job, save, and qualify for a housing voucher. They moved out, then eventually earned more at their job, and became financially stable to the point where they no longer needed the voucher.
Q: What is a story that captures what this work is about for you?
A: I had a client that was hard to engage and build trust with at first. Eventually we were able to work with her to get her permanent housing, and she maintained contact with us after she moved out. About a year later, she called to inform me that she had returned to school and was pursuing social services. I was so shocked. I was so happy. To see the progress that she made—it’s awesome. It just goes to show you don’t know the impact that you have on people. Being in shelter didn’t stop her story, it was just a hurdle. She was able to move forward to the point where she wants to return and give back in the same field. That’s incredible.
Q: What motivates you and your team to keep doing this work?
A: For me, if you can help just one person, you’re doing a lot. It could be making a phone call for a client. Anything that can be done to ease any anxiety or stress that a client might be having. That’s what we’re here for—to let them know that there are people here to help. That’s what keeps me going.
Q: What has been the most rewarding part of leading your team?
A: Seeing how everyone has a different approach to doing the same work. We all bring different strategies. It’s not all about them learning from me—I learn from them as well.
