How to Manage People in Community Shelters

Community shelters are often started by churches or concerned community groups and are generally staffed by volunteers with varying levels of training. Learn how to provide help to shelter residents, while still maintaining an orderly atmosphere and avoiding some common problems.

Instructions

Difficulty: Moderate

Things You’ll Need:

• Volunteers and staff
• Shelter residents
• Facility
• Areas for eating, sleeping, personal hygiene and recreation
• Furnishings and equipment that work

1. Create an admission form for each resident requesting basic information like name, date of birth and social security number. Do ask on this form or in an initial interview if residents are employed, or if they have problems with alcohol or drugs. Be ready with referrals to local alcohol and substance abuse programs for residents who need them. Also ask potential residents if they take any medication or have any physical or mental health problems. Knowing the people who are residing in a shelter is the first step in effective shelter management.
2. Establish basic amenities for residents such as showers, access to a washer and dryer and a place to sleep. Make sure these areas are clean, that any furnishings or equipment are working properly, and that any rules for using the facilities are clearly posted near the area and discussed with residents when they are admitted. Make sure that you respect the limits of your shelter, and don't admit more residents than the facility can support. Overcrowding can create tensions between residents and staff and can be a source of problems for everyone.
3. If the shelter is open during the day, it's important to have some activities available to help residents pass the time. A TV, board games, books and magazines, and an area specifically for these activities that is separate from eating or other area is helpful. Educational or health-related events like blood-pressure screenings or informational sessions on finding employment and other useful topics would also be great daytime activities.
4. Make sure that the staff, paid or volunteer, is adequately trained. Require that they complete a certain amount of training before they start, and periodically hold workshops to refresh their knowledge. Shelter staff should know basic first aid, have excellent active listening and assertiveness skills, and thoroughly know the shelter's rules and policies and how they are enforced.
5. Establish clear guidelines for residents, and post them in plain view. Provide copies of these rules to shelter residents at admission, and have copies available in case of a dispute or problem. Ask that residents sign a contract agreeing to abide by these rules during their time in the shelter. Also provide guidelines for staff and have them sign a similar document. Decide how long residents can stay at the shelter, ways to help while they are there (with cleaning, cooking, or maintenance), and help them decide on some goals to accomplish before or after they leave the shelter. Provide information and help to residents who are leaving the shelter, and follow up with them if at all possible to see how they are doing.

Tips & Warnings

• Have at least one professional social worker on staff.
• Develop working relationships with other community services programs.
• Treat residents as valuable people with feelings and opinions that do matter.
• Listen to your residents. They may have useful suggestions on ways to make the shelter better.