It Takes a Village

• Collaborate w/ Care Team: HSSP/FSP, ECM, Caregiver, BC, PCP, IH
• Involve friends and family wherever possible to build community
• By engaging more in their community, others engage more with you

All Action Steps Should be Participant-Centered

• You don’t know where someone’s at until you actively listen to them
• Speak to someone eye-level; don’t stand over them
• Believe participants and try to validate what they are saying
• No shame and no blame
• Focus on participant self-care
• Ask how you can help rather than assuming what the participant needs
• Put yourself in their shoes—What would I need in this situation?
• Regularly check your own motives

Be Transparent, Genuine, and Clear

• Make it clear what you can and can’t do in your role
• Operate with emotional intelligence and care
• Be concise and avoid using words people may not understand
• Emphasize importance of mutual respect and set boundaries
• Create an agreement each of you sign and can refer back to
• Post agency mission and code of conduct in common spaces

Don’t Overpromise and be Consistent with Meetup Schedule

• Establish a meeting schedule early in the relationship that works for the participant and then stick to it
• Always follow through—Consistency builds trust over time
• We’re tasked with making up for broken promises from the past—Keep asks and offers limited
• Always confirm the date and time of the next scheduled meetup
• Important to date notes and to monitor if they are piling up on the door
• I can’t guarantee the future, but I’m here for you today
• If you’re planning to be out from work, try to let participants know
• Participant circumstances can change quickly, keep regular contact

Stay Present as Much as Possible

• Don’t open what you can’t close—avoid triggers and past trauma
• Try not to trauma-bond

Start Simple and Layer Things on Over Time

• Surface level interactions, with consistency, can lead to deeper conversations
• Prioritize safety and comfort, then work on more later

Collaborative Care Planning

• Support participants with taking an active role in their well-being and empowering themselves to make informed decisions
• The participant is the best at driving their care plan, and you’re just along for the ride—respect individual choices.
• A good mix of care plan goals might include a housing goal, an income goal, a health care goal, and a fun goal
• Offer a range of options whenever possible
• Foster a sense of hope—celebrate accomplishments and progress

Offering Items and Basic Needs Resources

• Use Participant Support Funds when available
• Hygiene kit, bottle of water, hand warmers, blanket, bag of chips, socks, goody bag, clothes, laundry money, food from food bank
• Notebook, clock/watch, pens
• Harm reduction: naloxone, pipe tips, needle exchange

Offer to Gather Resources for Children or Pets

• School, supportive services, clothes, supplies, toys for children
• Pet food, vaccinations, spay/neuter, grooming, adoption, collar/leash

Problem Solving

• Many cases are complex and no one approach fits all

Be Open to Learning from Participants

• Participants have lived expertise
• Ask participants for feedback about your service