Making a Connection

Recently, I went out in the outreach van with staff at the shelter where I volunteer. The night van operates more like a taxi service than an actual outreach service. They drive around and pick up people who are called in, either by themselves or by hospitals, police, and storekeepers. One of our pick-ups on this evening was at a local hospital. A 21-year-old man that had come in earlier that day was being discharged and since he didn't have anywhere to go they asked him if he wanted them to call us.

A common topic in homelessness literature is how difficult it is to engage people and get them to come into services. Not this guy. Speaking fast enough to impress the most talented speed talker, he was quick to tell us that this was his first shelter visit, even though he had been homeless before. This was the first time I had ever been a part of someone's first night, and the first night is often important to get people to come back for more services. I followed the lead of the program staff and kept quiet while the boy rapidly asked a string of questions. To me, the staff seemed distant and preoccupied with driving the van and filling out paperwork but every once in a while they would interject with the questions that I have read about but never really saw in action.

"What do you do? Do you drink..."

They created a nonjudgmental environment by normalizing substance use.

"I'm glad that you went to the hospital to get checked out"

They showed that they were concerned with his safety and that they recognized the importance of his decision to seek help.

"Do you know where you need to go to get benefits?"

They were knowledgeable and knew exactly where to send him to get an ID, section 8, and other benefits.

I have done so much reading about intakes and first time interactions with people but watching these two seasoned outreach workers was a unique experience. There was this flow to the conversation and it worked. I know it worked because before we got to the shelter the young man said "You guys are good people." I'll never know if he was trying to make a good impression or if he was being honest but it will be a while before I forget how seamless that that interaction was.