Inside the Open Door
As the name implies, Open Door Social Services is a program where people who are homeless can walk in to a welcoming and friendly atmosphere. Open Door lends people a helping hand when they most need one.
The first greeting people receive is a cheerful one from Rosa Dones, our intake worker. Rosa is full of compassion and is ready to help however she can for anyone who visits. Rosa recently spoke with me about some of the people she sees regularly at our front desk.
"Robert has mental health problems, but I can see that he really tries," she remarks. "He comes in even when he can't remember if he has an appointment, just in case." Rosa explains how Robert appreciates that Open Door is a place where he can connect with people who care.
Rosa observes people as they experience both good days and bad days. She's always ready with a response, be it "Congratulations, I'm proud of you" or "Some days are tough, you just have to hang in there. We'll help."
"Marion has been going through her ups and downs," Rosa relates. "On good days, she comes in happy, smiling, and teasing. When she says, 'I love you,' I can tell it's a bad day for her. I can tell by the expression in her eyes."
Rosa explains that there are many differences among the people who come in. She treats them all as individuals, remembering something special about each one. That's how trust is generated, she believes. "I talk to them individually and try to give them good advice. I tell them, 'one day at a time.' And they tell me the good things that happen to them also. They tell me everything that goes on at the parks and the shelter. If they are going through really serious times, I tell them to talk with their case manager." Rosa listens, asks questions, and is deeply interested. She sees her job as sometimes blending the roles of counselor, mother, and friend.
The phone rings. It's Sammy, complaining of migraines and wanting to see if any mail arrived for him. Two minutes later the phone rings again. "Hey Elizabeth. How are you? What's up?" Rosa's warmth and concern are evident. The steady, supportive interest she takes in the lives of people who are homeless, the people who use our services, hopefully acts like a mirror in which our they can see their own individual value and worth.
This is what a person can expect to find inside our Open Door.
By the way, Rosa is not one to always be behind her desk. She is also the star pitcher of the Open Pantry's Eagles Softball Team.
Submitted by Theresa O'ConnorAll names (except Rosa) have been changed for confidentialitity.