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HSU: Can you share a bit about your background and how you became involved in working at Homes for the Homeless (HFH)?

CT: I’m originally from Georgia and moved to NYC as a child to live with a relative but then was placed into foster care. Before starting at HFH, I worked as a security guard for almost 10 years. Security became all I knew for a long time, but after working for three different security companies, I decided it was time for a change. While I enjoyed working security at the sites where I was placed (all supportive housing buildings), I also wanted to grow as an employee.  

 What drew you to work in the shelter environment, and how has your experience been so far?  

Growing up in the foster care system is what automatically drew me to working in the shelter environment. Although I was first hired as a security guard, it still gave me the opportunity to help people, as that is something I really enjoy doing.   

Since starting at HFH as a security guard at Prospect Family Residence, I have held four different positions with increasing responsibility, including a promotion to shift supervisor within the security department. I was then offered the opportunity to work within the social services department at Allie’s Place Family Residence, where I was later promoted to housing specialist, which allowed me to assist families experiencing homelessness to obtain permanent housing. Then, as a case manager supervisor, I was able to learn a lot more about all the things social services does for the families who enter shelter. In my current position as Director of Family Services at Allie’s Place, I manage the social services department and still get to work with clients on a daily basis. 

My experience so far has been very rewarding—on a personal level, as well as a professional level. Like all things in life, working in shelter has its pros and cons. I’ve experienced a lot of different things which, in turn, taught me things that have helped me in the next position. I guess you can say I’ve taken a little something from each one and applied it. 

Have you faced any particular challenges while working here, and how have you overcome them? 

The very first challenge I experienced once hired as a security guard was a physical one, as my body was not used to the patrols that I was tasked to do. It did take a toll on my body so much that I was considering leaving the company after only being employed for two weeks at the time, but I decided not to give up. I needed to make a change for my health. HFH provided me with the opportunity to have a life saving surgery that has turned my health around 100% (having a job with health benefits matters). The biggest challenge as a shift supervisor that I faced was learning to manage other guards. With the help of Mr. Gonzalez, who was my director at the time—and applying myself—I was able to grow and improve as a supervisor, which then allowed me to do my job to the best of my ability. The challenges I faced as a housing specialist include getting the clients to see the importance of obtaining permanent housing since shelter is temporary housing. Also, getting the clients to understand that what they want is not always what their family may qualify for, can make the client very difficult to work with. But I am not a person who gives up. I believe in assisting the clients with weighing the pros and cons of all housing options, which made it a little easier to help them with successfully exiting shelter.   

What does a typical day look like for you?  

A typical day as the director of family services depends on how the clients wake up feeling that day. We are dealing with people, so understanding that they could be having a good day, or a bad day, or dealing with lots of things that have nothing to do with what we are trying to help them with, is important. I meet people where they are at, but I also am honest about the hard work that they need to put in. I know from my own experience that you have to do all the work even when you are getting help. Some days I can assist my housing staff with housing applications, viewings, or lease signings. Other days I can spend the day responding to emails from DHS or aiding the safety staff with any incidents that may take place during the hours that I work.  

Are there specific tasks or roles within your position that you feel particularly passionate about or find most rewarding? 

I think just being a director overall is very rewarding in itself. Not only am I able to aid the clients that live here, but I am also able to teach and learn from the staff that I have alongside me.  

How do you build rapport and trust with residents at the shelter, especially in those first few interactions?

It is always important to first remember not to take things personally. The clients all come from different walks of life—with different experiences—and have unfortunately ended up in a place that they don’t want to be, in shelter. Also, I allow the client to speak, to talk as much as is necessary for them, and I listen. I also remind the client that we are all adults and must show respect for each other, regardless of which side of the table or desk we are seated at. Doing this shows the client that you are not the enemy, and you are simply trying to assist them the best way you can. While this may not always work the first time around because some clients put up barriers, it will eventually work itself out in the end. Lastly, I try to keep my office door open and lights on to provide a more welcoming space for the clients.  

What kind of positive feedback or reactions have you received about your role?  

I’ve been complimented by a lot of people for how hard-working and dedicated I am to my job and to the organization. I’ve been told that I am an inspiration to many.  

 What are your future goals or aspirations, both professionally and personally?

Professionally, my goals and aspirations are to go further in the organization. I am a person of growth. It is very important to me to be able to grow and learn new things both personally and professionally. My personal goals for myself are the same as my professional goals.  

What is the most important thing to consider when working in the shelter?

It is very important to always consider that not all days will be good days! But if you really love to help others, the end will always be rewarding for both you and the client.