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HSU: Can you share a bit about your background and how you became involved in working at CUCS?

Paula Laidley: In early 2014, I moved to NYC from Miami, FL with my bachelor’s degree in psychology. I’ve always had a passion for mental health and awareness, so naturally I wanted to work within the field. I got my foot in the door at CUCS as a front desk attendant at Harlem Transitional Services, which is now known as The Kelly Safe Haven Program. As soon as the opportunity presented itself, I applied for a case manager position within the program. Later, the Program Director and other members of the management team encouraged me to apply for the DOHMH scholarship with Hunter College. I applied and was accepted! After graduating in 2018, I progressed into management and now I am the Program Director at Washington Street Safe Haven, a new transitional housing site that opened in September 2024 in New York’s financial district.

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

I’ve always wanted to work in what I call, “the helping field.” My focus has always been working with individuals with mental health conditions. Individuals in shelter often have mental health conditions and need our help to achieve their goals. At Washington Street, I get to see those goals be met in a short amount of time. The best feeling is seeing a client move out of the shelter into their own apartment. I do not think I will ever get over that feeling!

Have you faced any challenges in your work, and how have you overcome them?

Washington Street is a new program. One notable challenge I faced was working to build this program and culture from scratch in a well-established community that had not previously had a city-funded shelter like ours. Our goal is to work with the community and that takes education and understanding of our client population. That means giving clients and the community education about what CUCS has to offer. We work to break stereotypes about shelters and help the community understand that CUCS offers many more services beyond shelter and housing placement. We’ve also established programs to help clients acclimate to the community. Overcoming challenges is a team effort and we have had strong support from the CUCS management, DHS/DSS, community volunteer groups such as Open Hearts Initiative, and the Community Board 1 members.

What does a typical day look like to you?

The Program Director position involves a lot of meetings. So usually, I am in a meeting or two for the day. However, I always make it my business to check-in with the staff and interact with the clients. I call that, “checking the temperature.” I ask, “Is there something I can assist with?” I make myself available and answer a lot of questions. I meet with my management team regularly, so we are on the same page. When I’m not in a meeting, I don’t stay in my office. I like to visit my staff around the program or in their offices. I also spend a lot of time in the cafeteria, speaking to clients and staff and just making myself available.

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

I’m passionate about developing my team and encouraging career growth. During my time at CUCS, I have had amazing management and teammates. There has never been a time when I was not encouraged. In my role, I can be that source of encouragement for my team. I want them to be better than me or reach goals faster than I did. I see it in them, and that is most rewarding.

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

Listening is very important. I have conversations with clients and learn about who they are as a person, what they want, and what their passions are. From those conversations, we discover how we can assist. We’re always honest about expectations. Achieving goals can take time and we explain all the steps involved. As we have these conversations, we follow through with what we say. In my staff meetings, we check in to see how things are going. Clients often don’t have trust for others, and we consciously rebuild that. Sometimes it’s just about being real with people. That builds trust.

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

When a client says, “Thanks for listening,” a lot of them haven’t been heard in a long time. One of my missions is to allow them to have a voice and be heard.

For example, I was helping a client apply for a phone, and because I do not work as closely with clients anymore, I enjoy taking opportunities to interact. On a particularly busy day, I was chatting with a client, and he said he needed a phone. I was able to make some time for him and assisted him with the process of getting a new phone. He was so happy! 

Recently, a client thanked me for being present in the shelter community. That was amazing to hear because it means I’m building strong connections with the clients.

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

One day, I would like to be the founder of my own wellness center, to be opened in a community that may not have a place for people to go. It would include therapy, meditation, grounding exercises, light therapy, yoga, Pilates, and more. Maybe even a little shop where people can buy health-related items. My vision for a wellness center stems from the same passion that brought me to CUCS: expanding access to holistic care for underserved populations.

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

Clients are diverse and live dynamic lives before coming to us. We cannot assume they all lived the same lives. Their journey out of the shelter is also unique and will be different for everyone.