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

YC: I started at Project Hospitality in January 2023 during my time as an undergraduate student. I was balancing a full-time academic schedule and needed a job that would fit around my classes. At that point, I was already working two jobs; one as a Registered Behavior Technician and the other as a sales associate at Marshalls. I honestly just needed a part-time position with hours that worked for me, and the Friday-Saturday overnight shift (11pm to 7am) seemed like a good fit.

What began as a scheduling convenience quickly turned into something more meaningful. I fell in love with the job and became genuinely interested in the mission and the people we serve. Which got me promoted as the LGBT case manager and my heart grew to help the homeless population. 

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

What really drew me in was the vulnerability of this population and how overlooked they often are despite their deep need for support. From the outside, many people have a preconceived idea of what someone experiencing homelessness looks like. But the reality is much more complex. There’s no single story or stereotype that applies.

My experience so far has been incredibly rewarding. There are days when I can see the impact we’re making, and other days when I feel like we could be doing even more. But overall, it’s been a journey of growth and purpose.

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

Yes, I’ve faced several challenges. One of the most difficult has been working with the migrant population. It’s a bittersweet role to be a source of hope while also sometimes having to deliver hard truths. For example, our TIL (Transitional Independent Living) program only has so many beds available, and when a client ages out, their only option might be the men’s shelter. I’ve never been there myself, but based on stories I’ve heard and the very existence of youth-focused services, I know it’s a big transition.

Seeing the fear in the eyes of clients facing that move was hard. It motivated me to create systems and plans to better prepare them mentally and emotionally. I also networked with other organizations, one in particular helped provide safe transport, which brought our clients some peace of mind.

Another major challenge was when I stepped into the role of LGBT case manager. Initially, there was a clear disconnect: clients were afraid to come out or even show support as allies. To create a more welcoming environment, I reframed our workshops to feel more like casual hangouts. We’d meet on Fridays, have pizza, and slowly, the group grew. We even celebrated Pride together: my favorite event was our Pride barbecue.

What does a typical day look like for you?

These days, I’ve returned to the youth worker role as I pursue my master’s degree. A typical day might start with a client asking for help finding a job or chatting about a new hobby. I try to serve as a positive role model for our youth, knowing that they already have many goals and expectations to meet.

My role involves making sure they stay connected with their support network including their case manager, housing navigator, financial advisor, and supervisor. We work as a team to uplift and guide each client. Sometimes, they just need a reminder that they’re part of that team too.

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

I’ll give two examples.

First, as a youth worker, one of the simplest yet most fulfilling tasks is giving out food. When I first started, many clients would skip meals and rely on snacks or ramen. Now, it’s become a daily routine for them to come down and ask for food and it’s made a real difference. Something so basic has become a meaningful part of their day, and I’m glad to be part of that.

Second, as a case manager, I loved facilitating the workshops. We covered a wide range of topics, and the discussions often taught me just as much as the clients. It was a space where they felt relaxed and open and where their voices could truly be heard. Seeing that side of them was always rewarding.

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

I focus on being a role model and maintaining clear, consistent boundaries. I believe that setting boundaries helps create a safe and predictable environment, which naturally builds trust. Clients never have to question my intentions; they know my priority is their safety and well-being.

When working with homeless youth, I’ve found that what they want most is someone who will listen, support them, and guide them without judgment. That’s exactly what I strive to do. I help prepare them for the next steps in life, because the ultimate goal is not just to get housing, it’s to help them get their own apartment and stay there successfully.

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

I’ve received a lot of meaningful feedback, particularly from clients who have been inspired by my role in their life. Some have shared that they now want to become case managers or work in the social services field themselves. It’s incredibly rewarding to hear that they saw value in my role and felt supported enough to want to pay it forward. Knowing I’ve made that kind of impact is one of the best parts of this job.

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

Professionally, my goal is to earn my MSW and eventually obtain my LCSW. I see myself one day becoming a program director or even running my own private practice. I’m passionate about continuing to grow in this field and creating spaces where people feel seen and supported.

Personally, I want to focus on gaining more knowledge and carving out more time for myself to learn new things, enjoy hobbies, and find more balance in life.

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

The most important thing is not to take things personally. I once read a quote that stuck with me: “You are not bad, you’re just going through a hard time that made you do something bad.” I think about that often when a client is aggressive or struggling to follow the rules.

Homelessness brings a heavy emotional and psychological burden. Many of our clients are already on their second or third shelter by the time they arrive. I always try to acknowledge the weight of what they’re going through and remind them and myself that their frustration is about the situation, not about me. More often than not, after a moment of reflection, they’ll calm down, apologize, and confirm exactly that. It’s about meeting people with compassion, even when it’s hard.