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The experience of being homeless can lead to trauma and trauma-based responses. This page will help you understand trauma and trauma-informed care to best serve our guests. The ideas presented below are not comprehensive and there are always additional best practices to learn.
What is Trauma?
What is Trauma?
An isolated or reoccurring event that takes place in the home, in the community, in the world as a child and/or an adult that affects physical health, mental health, coping skills, and ability to access community resources.
Attachment Theory
Attachment Theory
As infants and children, we learn to navigate the world with secure attachments and a functioning personality through cues, communication, and our caregivers. Trauma can interfere with the ability to cope and interact appropriately.
Create a Safe Space
Create a Safe Space
Maintain safe boundaries
Be friendly, fair, empathetic
Be an active listener
Validate feelings & emotions
Be a role model
Say NO when uncomfortable
Rules for Safety
Rules for Safety
The WABWC is a safe space for all people, which includes volunteers. To ensure safety:
Follow center procedures & expectations.
Support the other volunteers, staff, & board members.
Work as a team.
Coping Behaviors
Coping Behaviors
The following are possible guest coping behaviors to watch for:
Emotional manipulation
Anger and/or crying
False statements
Demand for special treatment
Demand for attention
Boundaries
Boundaries
ALWAYS maintain appropriate boundaries with guests by:
acknowledging the power inequity of your position
adhering to center expectations (as seen in the next section below)
sharing concerns with a shift-lead
saying NO when you're uncomfortable with a request.
“No” is a complete sentence! It doesn't require an explanation or defense.
Establishing Clear Boundaries
Establishing Clear Boundaries
If you do not feel comfortable participating in a conversation, disengage.
Always make sure that you are in a safe space. If you do not feel safe find the shift lead.
Give guests plenty of emotional and physical space.
Avoid physical touch with guests and be aware of motives when physical touch is requested.
“No” is a complete sentence! It doesn't require an explanation or defense.
Do not have private conversations with guests away from others.
Do not exchange personal contact information with guests (including social media) .
Never give money or gifts to guests.
Never accept money or gifts from guests.
Never offer to take guests into your home.
Do not give guests rides.
Remember that Volunteering is Enough!
Below are 3 scenarios and suggested responses.
Scenario 1
Scenario 1
A guest asks for your personal cell phone number to update you on their housing situation, how to respond:
Politely explain that you're not permitted to share your contact information.
Promise that they can share the information in person in the upcoming days.
Suggest that they speak with the case manager.
Scenario 2
Scenario 2
During the night a guest states that they are suicidal, how to respond:
Immediately report the concern to a shift lead.
The shift lead will help the guest call 988.
The shift lead will report the concern to the case manager & on call shift lead
Do not share the guest's statement with anyone except the shift lead.
Scenario 3
Scenario 3
You see a WAB WC guest during the day and they ask you for money for food, how to respond:
Politely explain that you cannot give personal money to guests.
Suggest that the guest make an appointment to see the case manager.
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