Room Turning Guide

Project Background
During my role as a residential case manager at an emergency housing program for those affected by domestic violence, sexual assault, and stalking, I oversaw 9-12 part-time staff members. Some of their responsibilities included cleaning and preparing (“turning”) a room after a client exited the program. There was an existing checklist, but I quickly realized it needed to be improved to ensure that every room felt safe, clean, and comfortable upon arrival. I also noticed inconsistencies in how each staff member turned rooms, meaning extra time was needed to check rooms and verify the turning was complete. I redesigned the checklist to facilitate staff comprehension of what needed to be done and why we were asking for those things to be completed in a specific way and to a certain standard.

Research and Development
To build this guide, I drew on my expectations for the shelter space and our organizational guidelines for trauma-informed, client-centered service. In cultivating the shelter space and rooms, I emphasized a simple, coordinated, and soothing aesthetic that ensures each client feels instantly safe and comforted and that their immediate needs will be met. For the rooms, this was accomplished by updating room setting guidelines to ensure each room with more than one bed has matching bedding, furniture is coordinated and arranged in a pleasing manner, and toiletries and towels are immediately visible. In the instructions, I took extra care to explain the reasoning behind my asking for specific things. 

Project Outcome
Our part-time staff agreed the new guidelines were “awesome,” “super helpful,” and “easy to follow.” I saw an immediate improvement with two staff members who had previously missed small details or forgotten to check critical areas for left belongings. All staff reported having more confidence in knowing the expectations and appreciated the formatting. As a supervisor checking their work, I noticed much less work to be done fixing missed odds and ends. Overall, this provided clarity for our staff, consistency for supervisors, and a calming and clean environment for shelter guests.