By Charlene Welch, Council for the Homeless

Encouraging notes from iTech middle school students displayed at the Housing Solutions Center.

Have you ever visited an office that was drab, dark, or cramped? Have you ever described a problem you were having to a professional who was not paying attention? Have you ever arrived late to an appointment only to be turned away? These common situations often create barriers for people who are trying to access help to solve a problem.

At Council for the Homeless, we recognize that homelessness itself is traumatic. In addition to the reasons someone becomes homeless, they now face the lack of safety, stress, fear, uncertainty, and stigma related to experiencing life without a home. When we see people at our Housing Solutions Center (or at one of our outreach locations), they are coming to us during a very challenging time in their life. Two important aspects of work – the physical environment and staff training at the Housing Solutions Center– focus on decreasing barriers for people to access and obtain housing assistance.

Welcoming notes from local children for our clients, Housing Solutions Center.

Making a good first impression: The decor and floor plan of the Housing Solutions Center put our client guests at ease. A staff member greets clients, answers questions, and makes sure they know they are welcome. The lobby features a “community wall” decorated with inspirational messages, tips, and artwork. Clients may take what they need and share what they can. Water and healthy snacks are available, too. Artwork, toys, books reflect the diversity of the people we serve. There are private rooms for conversations and paperwork and forms are available in multiple languages. A phone and computer are available for client use and partner agencies, including YWCA-Clark County, WorkSource and the Area Agency on Aging have staff in-house once per week.

Building trust and partnership: Our services are only as helpful as the people who deliver them. Staff at the Housing Solutions Center receive ongoing training in how to assist and empower people to end their homelessness. The model, known as Trauma-Informed Care, makes a big difference in helping people know they have a partner in the journey ahead. Treating people with empathy, compassion, respect, self-determination, acceptance without judgement, and sensitivity are all part of trauma-informed care. Client Orah P. shared, “The HSC has some wonderful staff. They really care. They helped me make a great start. Now I’m able to go after things that I was unable to when I was homeless.”