By Linda King, Housing Hotline Supervisor
CFTH Housing Hotline Supervisor, Linda King, shares her insights and knowledge about how the Housing Hotline works behind-the-scenes to offer excellent customer service with skill and compassion. They answer, on average, 115 calls per day and are the primary access point for people who are experiencing homelessness or are risk of homelessness.
How does CFTH ensure a quality experience for people who call the Housing Hotline?
The Housing Hotline (Hotline) is dedicated to providing the most accurate, up to date and helpful information available. We use many different resources to obtain that information. Our constant collaboration with the shelters provides us with the most up to date information about availability, and as well as other resources provided by our many partner agencies. The staff in the Hotline meet daily to update and share information that often changes from one day to the next. We discuss and gather insight from previous calls which allows us to be better informed, and better prepared to address the needs of each caller. In addition, Hotline staff receive ongoing training in the areas of providing trauma informed care, customer service, conflict resolution, de-escalation, and crisis intervention training which helps prepare us for the various calls that come through the Hotline.
What does it mean to be trauma informed as it relates to the Housing Hotline?
Being trauma informed in the Hotline means to expect that it’s highly likely that every caller has experienced or is currently experiencing some level of crisis which is traumatic for them. It becomes extremely important that callers are treated with the utmost compassion, respect, and sensitivity in order to help provide empathetic guidance to address their needs. In the Hotline, being trauma informed also means that each one of the operators are aware of how crisis and trauma affect people. It often affects a person’s ability to comprehend, communicate, and respond to information. We recognize the importance of using active listening, and motivational interviewing skills so as to help minimize stress rather than add to it. We’re aware of the how difficult it can be to navigate systems when experiencing homelessness, so we work hard to ensure that our system is straight forward offering immediate information, and that our process for gathering information, providing services or resources is delivered with care. This means that we listen to people, review our processes to ensure ease of access, and make adjustments as needed. Our goal is to ensure that each caller feels heard, and knows that their needs are important, and being met to the best of our ability. We strive to ensure that every caller feels more informed after speaking with us as they were prior to calling, even when information is all we can offer at the time.
What type of information do people receive when they call?
We provide callers with a vast array of information. Callers request information about rent assistance, food, clothing and shelter, landlord tenant issues, utility assistance, basic housing navigation, and seek to understand the eviction process. People contact us hoping to locate affordable housing opportunities. Many seek information about mental health resources, and information to address addiction issues. We receive calls from health care providers requesting shelter and resources for patients they often have to discharge into homelessness, as well as information about senior care. People call for basic housing navigation, requesting help with understanding the conditions of their lease, and Landlord Tenant rules. We also provide referrals to many of our community partners to help people access services they may provide.
How is coordinated entry a helpful resource for the public?
Coordinated entry means one resources serves as the access point for services offered by multiple agencies. It is extremely helpful for the public because it eliminates the need for people to call multiple agencies, or sources in search of services to meet their needs. By calling the coordinated entry – in this case the Hotline – homeless system customers are able to have their questions answered quickly, and are often provided direct contact with sources to address their needs. When the Hotline is not able to address the specific need, and an additional call or contact is required, we provide a warm handoff so the person isn’t left on the line alone and trying to figure out the next steps. We feel confident that the coordinated entry helps minimize the frustrations and confusion people experience when trying to navigate a system they are unfamiliar with, and can be very confusing. The coordinated entry drastically reduces a caller’s need to dial number after number searching for the answer to their questions, no matter how simple or complicated they may be. It also reduces duplicated efforts among service providers.
Anything else you would like people to know?
I would like people to know that the Council for the Homeless is doing amazing work to help address the needs of the homeless population in Clark County. We have extremely dedicated staff working diligently to ensure that people feel confident in the information and resources they’re provided. It’s important to know that CFTH is dedicated to ensuring that people receive not only trauma informed care but also care that is equitable as well.
What is your background in this work? What do you enjoy about your role at CFTH?
I have spent over 10 years working in Housing and Homeless Services, and have worked in three different counties, Multnomah, Washington, and now Clark County. My background has provided me with a broad view of some of the root causes of homelessness, and has helped me understand the difficulties of properly addressing homelessness within our region. During this time I’ve collaborated with many of our partner agencies which has helped develop strong support networks, and aids in identifying resources, and possible funding opportunities for some of our customers. I’m also aware of the challenges that make it difficult to fully address homelessness. The lack of available affordable housing, increased rent, limited funding, and low occupancy rates only adds to the struggle. I feel very fortunate to have been giving the opportunity by CFTH to continue working in this field as it is my passion to help end homelessness. I feel very much supported in the work from everyone here at CFTH as the dedication and passion to make a difference is evident in all the work done here. I appreciate that much of the work being done is viewed from an equity lens which brings a deeper sense of satisfaction in the service provided because it is so very important to serve the most vulnerable. That practice is incorporated in all the work I do which I greatly appreciate and respect. I look forward to years of service with CFTH, and am excited for what’s ahead!