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Lakeisha Smith is a Senior Housing Specialist at Providence House. We asked her about her experiences working in the shelter system, and what Lakeisha’s work means to both her and her clients. 

HSU: Can you share a bit about your background and how you became involved in working at Providence House?
Lakeisha Smith: I first came across a posting for a Resident Manager position and decided to apply. At the time, I was working in retail, but I had a friend who had experience working in shelters. Hearing their stories inspired me to explore this field.

After doing some research, I was deeply drawn to Providence House’s mission. I loved that it’s a women-focused agency offering trauma-informed care. I applied, got an interview, and was thrilled to be offered a position as a Resident Aide.

 

What drew you to work in the shelter environment, and how has your experience been so far?
I’ve always felt a calling to help people, and Providence House has been the perfect place for that. My experience has been incredibly fulfilling.

As a Resident Aide 10 years ago, I cherished building a sense of community. I loved helping clients, cooking for them, sharing meals, and spending time together watching movies. It was a very communal environment, and those connections were so meaningful.

Seven years ago, I transitioned to a Housing Specialist role, where I could make a bigger impact by helping clients secure permanent housing and stabilize their lives in the community.

Four years ago, I became a Senior Housing Specialist when we opened the Glenmore program. This role has its own unique challenges, especially as we now work with larger families. The focus has shifted to preparing residents for independent living, which has been incredibly rewarding.

 

Have you faced any particular challenges while working here, and how have you overcome them?
One significant challenge has been working with undocumented residents. When this population first started arriving, it was overwhelming because many of the systems and resources we typically relied on weren’t accessible to them. They faced unique barriers, such as ineligibility for certain government benefits, language differences, and a lack of documentation required for traditional housing applications.

We had to adapt quickly and learn on the fly. It required a lot of creativity, collaboration, and patience. For example, we worked closely with the city to understand the new voucher system that had been introduced for undocumented individuals. This process involved numerous trainings, consultations, and navigating evolving policies.

Additionally, it was essential to establish relationships with organizations specializing in immigrant advocacy and support. These partnerships helped us connect residents with legal assistance, language services, and community resources tailored to their needs.

Over time, we’ve developed a stronger framework to support undocumented residents. Now, we’re able to help them secure housing, access essential services, and build more stable futures. While the challenge was initially daunting, it has been incredibly rewarding to see how our efforts have directly improved the lives of so many individuals and families.

 

What does a typical day look like for you?
A typical day for me is anything but predictable, and that’s part of what keeps this job so engaging. My phone is constantly ringing with residents, landlords, or community partners needing assistance. Each day is a mix of juggling immediate needs and planning for long-term success.

For instance, today alone, I worked on arranging furniture vouchers for a family moving into their first apartment, ensuring a check was ready for a landlord, coordinating a key pick-up for a resident’s new home, and troubleshooting a document issue that could have delayed housing for another family. It’s a lot of back-and-forth, making phone calls, scheduling appointments, and solving problems in real time.

A big part of my day is being available to residents. They stop by my office or catch me in the hallway to share their concerns or ask questions. I thrive on building these connections, and it’sdeeply rewarding to help residents overcome the hurdles that stand between them and stable housing. While the work can be demanding, there’s no better feeling than when a family gets the keys to their new home and starts on the next chapter of their lives.

 

Are there specific tasks or roles within your position that you feel particularly passionate about or find most rewarding?
One of the moments I cherish the most is taking clients to view potential apartments. It’s an emotional experience watching them walk through the door, envisioning their new life in that space. Seeing their faces light up as they start planning where the furniture will go or imagining their kids playing in the living room is magical. It’s a turning point—a symbol of hope and stability.

Beyond the logistics, what drives me is the human connection. Every day, I’m reminded of how powerful it is to listen to someone’s story, validate their experiences, and reassure them that they’re not alone. Knowing I’ve played a small part in helping someone rebuild their life is the most rewarding part of my job.

 

How do you build rapport and trust with residents, especially in those first few interactions?
When residents first arrive, I start by introducing myself and walking them through an intake process. This includes reviewing their past experiences and discussing what’s available to them, such as vouchers and programs.

Many residents are understandably eager to leave the shelter system, so I emphasize that my role is to help them achieve that goal. I meet with them weekly, splitting the time between logistical work and relationship-building. By learning about their dreams and tailoring my support to their goals, I’ve found it’s much easier to build a strong connection.

 

What kind of positive feedback or reactions have you received about your role?
One moment that stands out vividly happened just today. A woman came to me in tears, overwhelmed because she had been denied SNAP benefits and was completely lost on how to navigate the furniture reimbursement program. She felt defeated and scared, but I sat her down, took the time to explain everything step by step, and helped her make the necessary calls. By the end of our conversation, she wasn’t just calmer—she was smiling, relieved, and genuinely grateful. She said, “I don’t know what I’d do without you.” Moments like that remind me why I do this work.

It’s not uncommon for residents to come to me when they feel like they’ve hit a dead end. They know I’ll listen, and I’ll do whatever I can to help them. Sometimes it’s as simple as sitting down with them to fill out a form they find confusing or making a call to advocate on their behalf. Other times, it’s much more complex, involving multiple agencies and a lot of persistence.

Hearing residents say, “I always know I can come to you,” is the highest compliment I could receive. It shows me that I’ve earned their trust, and that’s priceless in this line of work. Those moments of connection are the ones I treasure most—they remind me of the lasting impact we can have on someone’s life when we’re present, compassionate, and committed to their success.

 

What are your future goals or aspirations, both professionally and personally?
When I think about the future, I see myself continuing to grow with Providence House. This organization has such a vital mission, and I’m proud to be part of it. I want to be in a position where I can serve even more people—helping to expand our programs, improve our processes, and make a deeper impact on the lives of women and families in need.

As Providence House grows, I want to grow with it. I imagine us opening more programs, serving more communities, and becoming a model for trauma-informed, gender-responsive care. And I want to be there every step of the way, playing a key role in making that vision a reality.

 

What is the most important thing to consider when working in the shelter?
Empathy. Above all else, you need to understand that the people we serve aren’t just “clients” or “residents”—they’re people with dreams, fears, and stories that led them to where they are. It’seasy for society to label or judge, but when you take a step back and truly listen, you realize how much strength it takes to navigate the challenges they’re facing.

One thing I always remind myself is that homelessness doesn’t discriminate—it can happen to anyone. That perspective helps me approach my work with humility and respect. It’s about seeing the whole person, not just their current situation.

I also think it’s essential to create an environment where residents feel valued and heard. They need to know that we’re here not just to check boxes but to truly support them in rebuilding their lives. Small gestures, like remembering their child’s name or asking about how they’re feeling today, can make a big difference.

At the end of the day, working in a shelter isn’t just about providing housing—it’s about restoring dignity, fostering hope, and helping people move toward a brighter future.