A terrified resident barricades himself inside his apartment. Another, irate over the endless barking of dogs through the night, angrily confronts a property manager.
In each scenario, trainers at the sixth annual Supportive Housing Boot Camp explored how National CORE and Hope through Housing team members can de-escalate conflict, especially when it involves residents who have experienced the trauma of being unhoused.
About 90 employees attended the boot camp, held Aug. 31 in Rancho Cucamonga at the Inland Empire Health Plan headquarters. Employees discussed trauma-informed care, harm reduction and the importance of meeting residents where they are.
The event’s keynote speaker, Amelia Broadnax, discussed her experience living on the streets and now running GLM House Inc., which provides transitional housing to the unhoused. She reminded attendees that they need to consider the challenges faced by residents during their interactions.
Sandra Bowers, a Hope through Housing regional director, said Broadnax challenged her to think differently about how she responds to residents.
“It really opened my mind and my heart to think of different ways to reach out to our residents,” Sandra said. “I think having those crucial conversations, connecting with the resident and removing the barrier is important.”
National CORE property manager Abraham Abrams said the boot camps have taught him to be patient and attentive when discussing resident issues.
“I’ve learned to meet residents where they’re at,” Abraham said. “Some residents are thriving and some of them are surviving.”
The boot camps are organized by AJ Galka, Hope through Housing’s assistant vice president of operations & supportive housing.
“Working in supportive housing means serving residents with a wide range of needs, and sometimes those situations can be challenging,” Galka said. “The boot camp gives teams an opportunity to practice how we respond, communicate, collaborate and ultimately execute with greater confidence, compassion and intention.”
“At its heart, the boot camp reminds us that serving our residents well starts with having the right tools in our toolkit and the self-awareness to know how and when to use them,” she said.
