Your job is to notice what a guest needs and get it to the people who can help.
4.1 · referrals
How a need gets met
1
Listen
Hear what she's asking for in her own words.
2
Tell staff
Share it on the same night with her permission.
3
Staff connect
Case managers and staff match her with the service or do the troubleshooting.
✓
She gets support
The goal is the right service. Sending people to an organization without proper assessments and fit can do more harm than good. People don't have time to waste or the capacity to be mistreated more.
Not your call to make
Well-meaning advice can be wrong, out of date, or risky for her situation. Route these to staff.
medical
Medications, symptoms, whether to see a doctor.
legal
Warrants, custody, court dates, evictions, ID.
housing
Programs, waitlists, applications, where to stay.
personal
Relationships, family, what she "should" do.
what to say instead
instead of"You should apply for that housing program."
try"Would it be okay if I let staff know you're interested in housing?"
instead of"Just take half your pills tonight."
try"I'm not able to give medical advice. Let's get staff so you can talk it through."
instead of"If I were you, I'd leave him."
try"That sounds really hard. Staff can help you look at your options when you're ready."
4.2 · getting to services
Getting her there is a team job
staff
Coordinate transportation
Staff arrange how a guest gets to an appointment or service or which transportation services to call.
case managers
Handle appointments
Scheduling, paperwork, and follow-up stay with the case management team.
you
Pass along the need
Tell staff what she needs and when.
‼️Volunteers may not drive guests.
🪞 Follow-up Reflection
Get curious
Think of a time someone gave you advice you didn't ask for. How did it land, even if they meant well?
When you want to fix a problem for someone, what would help you stop and ask instead?
If a guest needs to be across town at 8 a.m., what has to happen the night before for her to make it?
