While working at an organization supporting those affected by domestic violence, sexual assault, and stalking, I evaluated and created documents to support the intake process for the emergency housing program.
Project Background
A brain dealing with high stress or trauma greatly reduces a person’s ability to understand and retain information- rendering the organization’s lengthy and paperwork-heavy intake process ineffective at setting up clients for a successful stay. As a result of the information overload, clients frequently did not remember most of the basic information they needed to contact staff, understand safety protocols, or navigate communal living. For a program striving to provide a place of safety and security, the intake process was causing chaos.
While our client services team worked on restructuring the entire intake process, I created two documents to support client comprehension.
Research and Development
I consulted with all stakeholders, including full-time and part-time client service advocates and executive leaders, to identify the most critical information to include. Both documents are available in English and in Spanish. They are created in Microsoft Word and printed on standard office paper sizes to facilitate ease of updates, printing, and cutting. All fonts and colors are reflective of the current brand and style guidelines of the organization.
Project Outcome
The introduction of the Intake Handout had an immediate and positive effect on reducing stress for both staff and clients. Staff felt more confident completing intakes, knowing that clients had a physical copy of the most pertinent information. Clients experienced less confusion and had fewer questions about contacting staff and general guidelines. The accidental triggering of the alarm after hours was also significantly reduced.
Intake Handout
The intake handout was created to be a direct supplement for clients after completing their intake process. It provides essential information needed to acclimate to the program quickly.
Intake Installation
The Intake Installation is a large-format document that is framed and permanently installed in each room of the emergency housing program house (shelter). This document contains nearly the same information as the handout but in more detail and with information for other local community organizations.
Click to enlarge.
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What’s Next?
This project was intended as temporary support for a process that needs deep restructuring—essentially, a band-aid. After experiencing its results, however, it became a permanent part of the intake process. While there is still much work to do to develop a simplified, trauma-informed intake process, this project enabled clients to have more successful stays in the emergency housing program.
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