Did You Build Rapport or Just Make It Weird?
This is one simple thing staff can do when greeting a guest to help build rapport.
What is say hello, use their name, and acknowledge them respectfully?
When a service provider arrives on site, this is the first thing staff should do.
What is greet them professionally and find out who they are here to see or support?
This is the person who should be at the centre of a guest’s case plan.
Who is the guest?
his is the number staff should call in the event of a fire or serious emergency.
What is 911?
This should be used when staff need to share information with the next immediate shift.
What is the shift report?
A guest is upset and raising their voice. This is one thing staff should avoid doing.
What is matching their tone, arguing, or escalating the situation?
Before sharing guest information with a partner, staff should make sure this is in place.
What is consent?
A good goal plan should include small, realistic steps instead of only this.
What are big/general goals with no plan?
This is where guests and staff should go after evacuating the building.
What is the muster point?
This should be completed when information needs to follow a guest over time.
What is a Tenant File Note, or TFN?
This type of language helps guests feel respected, supported, and less judged.
What is trauma-informed language?
This helps build strong relationships with community partners over time.
What is communication, follow-up, and professionalism?
This is why staff should document meaningful guest goals and follow-up steps.
What is so the support can continue across shifts and over time?
The staff member assigned to take charge during a fire evacuation is commonly known as this.
Who is the RED Hat or Red Dot?
If staff have an issue, concern, or question about a shift, this is better than gossiping or assuming.
What is communicate directly with the appropriate staff or manager?
A guest tells you they are struggling but does not want advice. This is often the best first response.
What is listen, validate, and ask what support they need?
A partner asks for information staff are not sure they can share. This is what staff should do.
What is pause, check consent/confidentiality, and ask a manager if needed?
A guest says they want housing, treatment, ID, income support, and medical care all at once. This is what staff should help them do.
What is prioritize goals and break them into manageable steps?
During an evacuation, this is one important item staff should bring if safe to do so.
What are keys, phone, guest list, radio, first aid kit, or fire safety plan?
This is why documentation should be factual and objective.
What is because it may be reviewed later and should clearly show what happened without opinion or judgment?
A guest repeatedly breaks expectations, but staff still need to interact with them in this way.
What is with consistency, respect, clear boundaries, and support?
A guest is connected with a service provider, but no one follows up afterward. This is the likely problem.
What is the referral may not be effective and the guest may lose support or trust?
This is the difference between doing something for a guest and doing something with a guest.
What is supporting independence instead of creating dependency?
Staff should not re-enter the building after evacuating unless this happens.
What is fire department or emergency personnel say it is safe?
A staff member hears important guest information but only tells one coworker verbally. This is the risk.
What is the information may be missed, forgotten, or not passed on to the team properly?