We spoke with Kadija Still, a Shelter Support Team Member at New York Disaster Interfaith Services, about her day-to-day responsibilities, what brought her to this work, and what inspires her to keep going.
HSU: Can you share a bit about your background and how you became involved in working at the New York Disaster Interfaith Services?
KS: I began my career in the shelter system at Pam’s Place Women’s MICA facility, an all-women’s shelter serving clients with mental health needs. My first role was as a Residential Aide, where I assisted clients with their daily needs and provided on-the-ground support. While in that position, I noticed that many residents gravitated toward me, not just for practical assistance, but because they felt heard and seen. They came to talk, to share their concerns, and to seek guidance. That experience sparked something in me. I found myself going above and beyond, doing my own research to identify additional resources and support systems that could improve their lives.
Within a year, I was promoted to Case Manager Supervisor. In that role, I focused on quality assurance and staff development. I conducted regular chart audits to ensure that case managers were not only meeting documentation standards but also providing appropriate resources in compliance with DHS policies. I made it a priority to uphold a high standard of care across the board.
Most recently, I transitioned to NYDIS, where I now serve as the Director of Shelter Operations for the Asylum Seeker Program. In this capacity, I oversee 13 shelter sites, including four large hospitality centers. I continue to build on my foundation of compassionate leadership, operational excellence, and a deep commitment to serving vulnerable populations.
My journey has been fueled by a passion for helping others and a belief in the power of support, structure, and empathy to change lives.
What drew you to work in the shelter environment, and how has your experience been so far?
What initially drew me to work in the shelter environment was a strong desire to be a resource for people during some of the most challenging times in their lives. I’ve always been passionate about helping others, and I wanted to be in a position where I could offer not just support, but also real, tangible pathways toward stability and hope.
I believe that homelessness is often a temporary situation, not a defining one—and I was compelled by the opportunity to walk alongside individuals and families as they worked to rebuild their lives. Being able to help people navigate systems, access resources, and take meaningful steps toward independence has been deeply rewarding.
One of the most powerful parts of this work is seeing guests transition out of shelter and back into the community. Knowing that I played even a small role in helping someone achieve stability or fulfill a personal goal, whether it’s securing permanent housing, reuniting with family, or starting a new job, is incredibly fulfilling. Those moments are life-changing, not just for the individuals we serve, but for me as well. They reaffirm my purpose and make me truly grateful to do the work that I do.
Have you faced any particular challenges while working here, and how have you overcome them?
While working in this role with the asylum seeker population, one of the primary challenges we face is the limited access to certain resources due to documentation barriers. Many of our guests do not yet have the identification or legal paperwork needed to qualify for housing programs, employment opportunities, healthcare, or other essential services. This can be incredibly frustrating, not only for the individuals seeking support but also for staff who are committed to helping them navigate their situations.
Despite this challenge, we remain proactive and resourceful. Our team consistently seeks out alternative solutions and community-based programs that provide support regardless of immigration or documentation status. We’ve built a strong resource guide and continually update it as new options become available.
What does a typical day look like for you?
A typical day for me is quite busy and dynamic, as I currently oversee 13 different sites, four of which are large-scale hospitality centers, each with a capacity of about 150 residents. This level of responsibility requires consistent communication and coordination, especially with my team of overnight Operations Managers. I stay in regular contact with them to ensure operations are running smoothly, and I’m always ready to respond promptly to any incidents or emerging issues.
My mornings often begin with reviewing overnight reports and following up on any incidents or action items. Throughout the day, I participate in meetings with City agencies to stay informed about evolving protocols, regulations, and expectations. These meetings are essential to ensure our services remain aligned with citywide initiatives and compliance standards.
I also meet regularly with NYDIS executive leadership to provide updates on field operations, identify areas of concern, and discuss strategies for improving service delivery. I believe in maintaining transparency and open communication across all levels of leadership.
Site visits are another critical part of my routine. I make it a point to be physically present at different locations—not only to monitor operations but also to show support to on-site staff such as shelter coordinators, security personnel, and other team members. I listen to their concerns, address issues in real time, and make sure they feel heard and valued. My presence helps boost morale and reinforces a culture of accountability and teamwork.
Each day requires flexibility, problem-solving, and strong leadership, but I genuinely enjoy the opportunity to support both staff and residents in a meaningful way.
Are there specific tasks or roles within your position that you feel particularly passionate about or find most rewarding?
One of the most rewarding aspects of my role is the opportunity to interact directly with the guests we serve. I truly value the moments when I can engage with them, hear about their experiences at our locations, and understand firsthand how our services are impacting their lives. Listening to their stories not only keeps me grounded in the purpose of our work, but also provides valuable insight into what’s working well and where we can improve.
I also find great fulfillment in being present at the shelters and making myself available to guests. When residents approach me with questions or concerns, I see it as a chance to offer support and provide them with the information and resources they need. Whether it’s connecting them to essential services, clarifying processes, or simply being a listening ear, I strive to make their experience a little easier—especially knowing they are navigating a difficult and often overwhelming time in their lives.
Being able to offer reassurance, guidance, and practical assistance in these moments reminds me why I’m passionate about this work. It’s incredibly meaningful to be a source of stability and compassion for someone facing uncertainty or hardship.
How do you build rapport and trust with residents at the shelter, especially in those first few interactions?
Building rapport and trust with residents, especially during those first interactions, is something I approach with care and intention. My primary goal is to ensure that residents feel comfortable and safe in my presence. I make it clear from the beginning that I’m here to support them, not to pressure them or force trust prematurely.
I start by introducing myself in a warm and approachable manner, explaining my role, and reassuring them that I’m available to help with any concerns they may have. Rather than immediately diving into personal matters or pushing for engagement, I respect their pace and give them the space to come to me when they feel ready. This approach helps them maintain a sense of autonomy and dignity, which is often critical for individuals who may have experienced trauma or instability.
Over time, through consistency, active listening, and showing up when they need support, trust is built naturally. Residents begin to recognize that my presence is genuine and that I’m there to advocate for them, not judge them. This method has proven effective in creating meaningful, respectful relationships that support their overall well-being and progress.
What kind of positive feedback or reactions have you received about your role?
I’ve consistently received positive feedback about my ability to be an attentive and empathetic listener. Many have expressed appreciation for the patience I show in allowing them to fully express their thoughts and emotions, knowing they’re being heard without judgment. People often share that they feel safe and respected in my presence, which has helped build trust naturally over time.
In addition, my managerial skills have been recognized, particularly in how I lead with empathy while maintaining structure and accountability. Colleagues and employees have acknowledged my ability to balance being approachable and supportive with setting clear expectations and promoting team cohesion. These strengths have allowed me to foster a respectful and productive work environment where individuals feel valued and motivated.
What are your future goals or aspirations, both professionally and personally?
Professionally, one of my goals is to become an Executive Director. I want to be in a position where I can use the knowledge, experience, and leadership skills I’ve gained to guide and support other directors and emerging leaders. My vision is to create a culture of collaboration, continuous learning, and shared wisdom, where best practices are not only implemented but also passed along in ways that strengthen entire teams and ultimately improve the quality of care and services we provide to our communities.
I believe in developing strong, compassionate leaders who are equipped to make impactful decisions, and I hope to play a key role in shaping the next generation of leadership.
On a personal level, I’m committed to continuing my education. I want to show my children that growth doesn’t stop at any stage in life, that no matter what challenges you face, you can always move forward and better yourself. I want them to see that perseverance, purpose, and lifelong learning are powerful tools for creating the life you want. By walking that path myself, I hope to inspire them to pursue their own goals with confidence and resilience.
What is the most important thing to consider when working in the shelter?
The most important thing to remember when working in a shelter environment is not to take things personally. Many of the individuals we serve are navigating incredibly difficult, often traumatic experiences, and their emotions may come out in ways that are not always easy to manage. As shelter staff, it’s crucial to remain humble, grounded, and compassionate always.
Understanding that trauma doesn’t have a specific “look” is key. It can manifest in many ways, and often, you won’t know the full story behind someone’s behavior. That’s why it’s so important to approach every interaction with empathy and patience. You never know what someone has been through just to get to this point.
It’s also essential to be mindful of how you treat people and the perception you give off. The way you carry yourself, your tone, your attitude, your level of respect, can either create a safe, welcoming space or contribute to someone’s sense of instability. Our role is to create an environment where guests feel comfortable coming to us, knowing they won’t be judged or dismissed. That sense of trust and dignity can be the first step toward someone being willing to accept help and begin rebuilding their life.
Ultimately, working in a shelter is not just about providing services, it’s about meeting people where they are, with compassion and humanity.
To learn more about Kadija and New York Disaster and Interfaith work, visit nysidis.org
Are you an HSU member and want to highlight a staff member working in shelter? Please email Pepper Pavlish at ppavlish@hsunited.org
