Unsheltered Outreach: What I Learned in My First Year

My First Week

I thought I was prepared. I'd read the training materials, shadowed experienced workers, studied motivational interviewing. Then I met Gerald.

Gerald had been on the streets for six years. He knew more about the homeless services system than I did. Every shelter I suggested, he'd already been to. Every program I mentioned, he could tell me why it hadn't worked.

"You're new," he said. Not mean—just factual. "Come back when you've been here a while."

What I Learned

Gerald taught me to listen before I problem-solve. Most people on the streets have been offered solutions by dozens of well-meaning workers. What they haven't had is someone who really hears their story first.

The documentation software we use now has a field for "client goals in their own words." That exists because of conversations like the one I had with Gerald. His goals weren't my goals. Once I understood that, we could actually work together.

Other Lessons, Shorter

• Carry snacks and water. Conversations go better when nobody's hungry.
• Remember names. Write them down if you have to.
• Don't promise what you can't deliver. Ever.
• Follow up when you say you will. Every time.
• Celebrate small wins. A person agreeing to talk is a win.

One Year Later

Gerald is in transitional housing now. It took eight months of weekly visits before he trusted the referral I made. Some of my colleagues would call that inefficient. I call it the job.