Daily Operations
Five Success Factors for Resource Coordination
Creating a Welcoming Environment
Success Factor 01
Physical Setup
- Startup computers, lights, music
- Stock refreshments, clean surfaces
- Organize paperwork and lobby
Communication Readiness
- Check emails and voicemails
- Return calls promptly
- Prepare for incoming guests
Office / Public Spaces
- Professional environment or neutral locations(Starbucks, McDonald's)
- Reduces barriers to participation
Core Principles
- Greet everyone courteously
- Person in front is priority
- Offer seat and refreshments
Need Help:
- Provide BasicNeeds Assessment Form,connect with ResourceCoordinator
Spanish Speakers:
- Encourage English practice first, accommodate when needed
Remember
Every interaction is an opportunity to restore dignity and hope.
The First 15 Minutes
Success Factor 02
Essential Listening Principles
Active Engagement
- Listen without rushing
- Be a "loud listener" - nods, "mm-hmm"
- Reflect & validate feelings
- Don't share your own stories
Non-Verbal Foundation
- Conscious gaze - eyes speak first
- Smile and soften voice
- Take respectful notes
Quality Questions
Essential:
- "What brings you here today?"
- "What would be most helpful?"
Big Picture:
- "If these 5 years is a chapter, what's it about?"
- "What would you do if not afraid?"
Assess & Validate Emotions
Watch:
- Face, body, tone. Share what you notice.
- Validate: "That really sucks"
Reflect Strengths:
- "You're good at thinking before you speak"
- "Your courage is inspiring"
Remember
Participants may be in trauma. Make this experience different - more human, more dignified.
Hope rises when people are seen, heard, and felt.
Build Trust Through Clarity
Success Factor 03
Be Transparent About Services
- Explain CityServeX's services and process clearly
- Be honest about what you can and cannot provide
- Set realistic expectations about timelines and next steps
- Share relevant examples while maintaining confidentiality
Explain Your Role: Offer CityServeX services of connecting people with resources through creation of a Personalized Action Plan (PAP) Clarity
Follow-Through Commitment
- Document all interactions according to CityServeX protocols
- Follow up as promised to maintain trust
- Maintain professional boundaries while showing empathy
- Return all calls by end of day
If CityServeX services are declined: Welcome them to return in the future or direct them to
cityservex.help for self-service resources
Trust is Built on Clarity
When intentions are transparent, words are honest, and actions align with promises,
confidence grows naturally in the light of understanding.
Use Comprehensive Assessments
Success Factor 04
01. Basic Needs Assessment
Collects essential information about access to food, shelter, and transportation to identify gaps and connect with appropriate resources for immediate assistance.
02. Care Plan
Client-centered documentation tool capturing identifying information, personal story, and circumstances for developing personalized intervention strategies that honor each participant's unique journey.
03. Care Subcategories
The CityServeX Care Subcategories classify support services across seven domains: Basic Needs, Community, Health, Wellness, Education, Financial, and Other. This helps providers identify needs and develop targeted interventions.
04. Community Connections Assessment
Maps individual's existing support network by identifying family, friends, and community groups that serve as reliable safety net during times of need.
05. Education & Vocational
Systematically collects information about educational background, job skills, employment history, and career aspirations to identify suitable pathways toward stable employment with livable wages.
06. Financial Stability Assessment
Documents income sources, debt obligations, banking status, credit history, and financial goals to create comprehensive picture of economic situation and pathways to stability.
07. Homeless Service
The CityServeX Homeless Services Assessment documents participants' living conditions, barriers, and support networks. This tool helps teams prioritize needs and create personalized housing plans.
08. Housing Needs
The CityServeX Housing Needs Assessment collects participant information about living situations, income, documents, and housing history. This tool helps providers identify barriers, determine program eligibility, and develop tailored housing plans.
09. Housing Readiness Checklist
The CityServeX Housing Readiness Checklist verifies participants have essential documents and income proof required for housing placement. This tool helps coordinators identify gaps and ensure housing preparedness.
10. Physical Health Needs Assessment
Complete health profile including mobility capabilities, cognitive functioning, nutrition status, dental health, insurance coverage, and legal disability status.
Additional specialized assessment forms will be developed as new
service needs are identified within the community
Create Personalized Action Plans
Success Factor 05
Honoring Individual Journey
Personalized Action Plan (PAP) Components
PAP Implementation Strategy
Personalized Action Plan (PAP) Components
Assessment results from comprehensive evaluations
Specific, actionable goals tailored to individual circumstances
Realistic timelines and milestones
Resource connections and contact information
Follow-up schedule and communication preferences
Meeting Location Flexibility
"The secret of getting ahead is getting started. The secret of getting started is breaking your
complex overwhelming tasks into small manageable tasks, and starting on the first one."
