Section outline

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      section 1 · meeting people where they are at

      Just Listen to people instead of asking "What's wrong with you?"

      We don't need to interview people. We are there to give them a safe place to sleep.

      trauma-informed care & communication
      Many guests have lived through violence, loss, or long stretches of not being safe.
      Trauma changes how people react to noise, rules, crowds, and people in charge. You don't need to know anyone's story. You need to keep the space calm, predictable, and respectful, and to speak in a way that doesn't add more harm.
      1.1

      Trauma-Informed Care

      How trauma shows up overnight, what helps guests feel safe, and how to look after yourself when the work is heavy.

      1.2

      Destigmatizing Language

      Person-first words, and the small moments where dignity is given or taken away.

      1.3

      De-escalation

      Spotting tension early, staying calm, giving space, and knowing when to step back and call staff.

      How trauma can show up at night

      These behaviors are survival responses.

      sound
      Startling easily
      A slammed door, a raised voice, or a radio can set off a strong reaction.
      space
      Needing to see the way out
      Choosing a spot near the door, or not wanting anyone standing behind her.
      sleep
      Restless or hard to wake
      Some guests stay awake all night on guard. Others sleep so deeply they wake up confused. (me too)
      rules
      Pushing back or shutting down
      Rules and authority can feel like past systems that hurt her. Expect frustration or silence.
      what helps

      Safety, choice, trust

      Safety
      Calm voice, steady routine, no surprises she didn't see coming.
      Choice
      Offer options when you can: which blanket, which seat, now or in a minute.
      Trust
      Say what you are going to do, then do it. Explain the why behind a rule. If you can't help with something, say so plainly and tell her who can. Keep small promises to build more trust than big ones.
      words matter

      Lead with the person

      A few swaps you will practice in this section.

      instead of"the homeless"
      try"our guests" or "women experiencing homelessness"
      instead of"addict" or "junkie"
      try"a person who uses drugs"
      instead of"She's crazy" or "she's difficult"
      tryDescribe what happened: "She was upset about the lights and raised her voice."
      de-escalation preview
      Lower your voice, slow down, and give space.
      You are not there to win an argument or enforce a rule by force. Your job is to bring the temperature down and get staff involved early. If anyone is in danger, step away and follow Section 2.
      say something like
      "I can see this is frustrating. Let's figure out what you need."
      then
      "I'm going to get staff so we can sort this out together."

    • 🪞 Trauma Reflection

      Get curious
      • Think of a time someone in charge spoke to you in a way that made you feel small. What exactly did they say or do?
      • What does your body do when you feel tense or cornered? How might you notice it in yourself during a shift?
      • Which words about homelessness or drug use did you grow up hearing? Which ones would you want used about someone you love?