Instructions: A customer makes an appointment with you to find work. The individual needs assistance with housing and meals.
You will make 1 original post and respond to at least 1 classmate’s post.
1. To whom in your local area do you refer them for this assistance?
2. What techniques have you found especially helpful to use in an intake interview to discover barriers that a customer might be facing?
3. Describe 1-2 techniques you use that work well for you.
Instructors Tips:
- For your original post, create 1-2 paragraphs in response to the 3 questions above.
- For the 2nd post, create at least 1 paragraph in response to another classmate
- Feel free to respond to more than one classmate!
Remember that our learning group works in a full-value environment: We treat our colleagues with respect and professionalism. Our comments should reflect this culture.
If the client needs assistance with housing and meals then I would refer them to The Cornerstone in Beaver County is a resource in Beaver County that provides emergency shelter, housing assistance, basic needs, and resources for individuals and families that are experiencing homelessness or housing- related crisis. Emergency food assistance along with local churches would be able to assist with food from their food pantry. If they were a veteran, I would also recommend calling Veteran Services. Once their basic needs were met then we could look at employment services that PA CareerLink as well as Job Training can assist with.
The technique I use in the OSY intake interview to discover barriers is the WIOA Youth Program Questionnaire which gives barrier questions and the WRAT test in case they are deficient in reading or math. If in doubt then I also ask my co-workers for their guidance.
In reentry work in California, intake interviews are often the first opportunity to build trust and begin uncovering the complex barriers that individuals face. Several techniques I’ve found especially helpful include informed interviewing. Many individuals returning from incarceration have experienced trauma, both inside and outside of the justice system. Try being nonjudgmental and allowing space for clients to speak at their own pace.
Asking open-ended questions helps shift the focus from “what’s wrong” to “what’s important to you,” which often reveals hidden barriers related to housing, substance use, mental health, or family relationships. I try to focus on what the top 3 things they are most worried about at the time being— key areas such as housing, employment, identification, legal obligations, health care, or transportation. Active Listening & Observation is a major must; pay close attention to body language, hesitations, and inconsistencies that might point to barriers the client is hesitant to share.
In my local area of Buffalo, NY, I would refer the customer to the Buffalo City Mission and the Matt Urban Center for immediate housing assistance, as both organizations offer shelter and transitional housing programs. For meals, I would connect them with FeedMore WNY, which operates multiple food pantries and meal programs throughout the city. These agencies work collaboratively to provide not only basic needs but also supportive services that can help the individual stabilize while they work toward employment.
During intake interviews, I have found that using open-ended questions and active listening are essential to uncover barriers a customer might be facing. I make sure to create a comfortable and nonjudgmental environment so that customers feel safe sharing personal challenges. One technique I use is motivational interviewing, which allows me to guide the conversation in a way that helps the individual reflect on their needs and goals. Another is the “barriers and supports mapping” method, where we visually list possible obstacles (such as transportation, childcare, or housing) alongside available resources. This not only identifies issues early on but also empowers the customer by showing them a clear plan for moving forward.
I think your response does a great job of identifying local, concrete resources that address both immediate housing and food needs while also recognizing the importance of agencies that offer wraparound support. Referring to organizations like Buffalo City Mission, Matt Urban Center, and FeedMore WNY shows that you’re not just thinking about short-term fixes but also about stability during the job search process. I also like that you mentioned how these agencies collaborate—customers benefit a lot when service providers coordinate rather than work in silos.
Your intake approach is strong, too. Using open-ended questions and active listening really does encourage customers to open up, and I like that you’re intentional about creating a safe, nonjudgmental space. The “barriers and supports mapping” method you mentioned is especially powerful because it gives a visual, concrete action plan—many customers respond well to seeing their challenges and solutions laid out side-by-side. Pairing that with motivational interviewing is a great way to keep the customer engaged and invested in their own progress. I can see how that combination would both build trust and move them toward actionable next steps.
Your post does a great job highlighting both the local resources in Buffalo and the practical techniques you use during intake interviews. I especially like your incorporation of motivational interviewing and the “barriers and supports mapping” method, as both strategies actively involve the customer in identifying and addressing their challenges. Creating a visual plan can be empowering, as it makes the next steps more concrete and less overwhelming. Your emphasis on a comfortable, nonjudgmental environment also aligns well with building trust, which is critical to uncovering barriers that might otherwise go unmentioned.
Hello,
I love that the resource you provided helps candidates with immediate needs because a lot of programs will offer assistance with things like housing but the set up of having to complete xyz before receiving assistance can lead to the process taking a month or two which could result in candidates losing housing or ending up in a more dire situation.
I definitely agree with the concept of using open ended questions because the candidates will let you know what is going on in their lives/potential barriers if you ask the right leading questions and once you add in the active listening piece you will be able to decipher what questions to add next, to ultimately result in a thorough analysis of their needs.
Great post!
In reentry work in California, intake interviews are often the first opportunity to build trust and begin uncovering the complex barriers that individuals face. Several techniques I’ve found especially helpful include informed interviewing. Many individuals returning from incarceration have experienced trauma, both inside and outside of the justice system. Try being nonjudgmental and allowing space for clients to speak at their own pace.
Asking open-ended questions helps shift the focus from “what’s wrong” to “what’s important to you,” which often reveals hidden barriers related to housing, substance use, mental health, or family relationships. I try to focus on what the top 3 things they are most worried about at the time being— key areas such as housing, employment, identification, legal obligations, health care, or transportation. Active Listening & Observation is a major must; pay close attention to body language, hesitations, and inconsistencies that might point to barriers the client is hesitant to share.
I really connected with your point about “asking open-ended questions helps shift the focus from what’s wrong.” I’ve also noticed that when I asked simple questions like, “How are you doing?” I often got simple answers like “good” or “nothing,” even when more was going on. This course has opened my eyes to asking deeper, open-ended questions that create space for real conversation. Like you said, shifting the focus helps customers feel less judged and more supported with resources to move forward.
Your post touched on many key techniques to help set the foundation for reentry clients to speak openly about their barriers and other experiences in order to get the right resources and support services. Figuring out how to build trust with this group of individuals is very important because of all the distrust they have experienced, especially from “systems.” Thank you for bringing awareness or reminding those of us who do not work with the reentry population that these men and women have continued to experience unbelievable trauma during their incarceration, which are added layers, in which people, such as yourself, have to peel back in a slow, methodical way to help them to get back on their feet and become self-sufficient so they do not return to prison. I love how you framed how the open-ended questions shift from “What’s wrong?” to “What’s important to you?” That simple shift goes from negative to positive while also creating the space for the clients to be in control and identify their priorities. Lastly, being aware of clients’ non-verbal cues when you talk to them about certain things/topics, and recognizing the subtle changes is a definite skill and gift. Thank you for the work that you do with the reentry population.
I really like how you emphasized building trust during intake because I think that’s the foundation of everything else. If someone doesn’t feel safe opening up, it’s almost impossible to uncover the real barriers they’re facing. I agree that using open-ended questions and letting clients share at their own pace shows them that you’re listening and not just checking boxes. Once that trust is there, it’s easier to identify what’s really weighing on them whether it’s housing, health, or family and then work together to take on those priorities step by step.
If a customer came to me seeking employment but also expressed a need for housing and meals, I would connect them to local agencies that specialize in addressing these basic needs alongside workforce development. In my area, that might include referring them to organizations like the local Housing Authority for emergency shelter or rental assistance programs, and to the local food bank or community-based meal services for immediate food support. If they qualify, I would also consider referrals to programs like the Salvation Army, United Way’s 211 Resource Line, or Community Action agencies, which can provide wraparound services including case management, utility assistance, and connections to other supportive programs. Because these needs are urgent, I would prioritize making a warm handoff—either by contacting the agency while the customer is present or providing them with a direct point of contact—so they do not have to navigate the system alone. At the same time, I would ensure that these referrals are integrated into their employment plan so they can work toward stability while pursuing job opportunities.
In the intake interview, I have found that building trust and asking open-ended questions are the most effective ways to uncover barriers the customer might be facing. Many individuals are hesitant to share personal challenges right away, so creating a comfortable, nonjudgmental environment is key. I often start with broad, conversational prompts such as, “Tell me about your current situation and what brought you here today,” or “What’s been your biggest challenge in finding or keeping work?” This allows the customer to share their story in their own words and often reveals needs they might not have mentioned otherwise. I also practice active listening, repeating back what I hear to confirm understanding, and use gentle probing questions like, “How is your current housing situation?” or “Do you have reliable transportation to get to work?” These help identify potential barriers such as childcare, health issues, or lack of basic resources. Two techniques that work especially well for me are motivational interviewing, which helps customers feel empowered and engaged in setting their own goals, and the holistic assessment approach, where I address not just employment skills but also personal stability, well-being, and long-term self-sufficiency. This combination helps me build rapport, uncover hidden obstacles, and connect customers with the right mix of resources to support both their immediate needs and long-term success.
The local housing authority is definitely another valuable resource. I also really liked the fact that you included Community Action Agencies because I feel like people tend to forget just what CAP and CAA’s do!
In my local area of Long Beach, CA, I would refer the customer to the Long Beach Rescue Mission and Catholic Charities of Los Angeles for immediate housing assistance, as both organizations offer shelter and transitional housing programs. For meals, I would connect them with the Long Beach Community Table and Foodbank of Southern California, which operate multiple food pantries and meal programs throughout the city. These agencies work collaboratively to provide not only basic needs but also supportive services that can help the individual stabilize while they work toward employment.
Some techniques I’ve found especially helpful in intake interviews include using open-ended questions to encourage the customer to share their story in their own words, which often reveals barriers that may not come up in direct questioning. Practicing active listening maintaining eye contact, nodding, and paraphrasing what the customer shares helps build trust and ensures they feel heard. I also use a trauma-informed approach, being mindful that many individuals have experienced difficult circumstances, and allowing them to speak at their own pace without judgment. Additionally, asking exploratory questions across different areas such as housing, transportation, childcare, health, and legal issues helps uncover underlying challenges that might impact their ability to secure or maintain employment.
Two techniques that work well for me during intake interviews are using open-ended questions and practicing active listening.
Your post does a great job highlighting both the local resources in Buffalo and the practical techniques you use during intake interviews. I especially like your incorporation of motivational interviewing and the “barriers and supports mapping” method, as both strategies actively involve the customer in identifying and addressing their challenges. Creating a visual plan can be empowering, as it makes the next steps more concrete and less overwhelming. Your emphasis on a comfortable, nonjudgmental environment also aligns well with building trust, which is critical to uncovering barriers that might otherwise go unmentioned.
In my area of Carter County (Olive Hill, KY) I would refer them to our local HUD office or our CSBG Program within our Community Action Agency umbrella. Depending on age, if they are in need of meals and they are 65 and older, I would refer them to Meals on Wheels as well as the Bethany House and Northeast Kentucky Community Action Agency commadeties as well as local church pantries. We are fairly limited when it comes to homeless shelters close to this county, however, we do have landlords that are willing to accept vouchers from a Community Action Agency, to insure that a homeless person is housed for a least a month if not more, depending on the need.
2. The technique that I have to figure out any barriers for in-school youth clients would be the intake forms that we have, such as the self-attestation form as well as the intake interview itself. Most of the time, while staying within confidentiality, guidance counselors are able to provide information if the student agrees to a referral from them to us, especially me, since I work in a Community Action Agency that can help provide them with services.
3. One technique that works best for me would be active listening and asking open ended questions. I am a person that likes to figure out the why to the what? I do it respectfully, of course. When a student seems to shut off or shut down, I know to give them their space and try a different day.
In one of the 24 jurisdictions in the State of Maryland, Anne Arundel Workforce Development Corp staff identify barriers that affect job seekers almost daily. When housing instability and/or food insecurity come up in my discussions with employment seekers, I refer them to trusted community partners who provide these essential support services. The Community Action Agency of Anne Arundel County (CAAAC) offers a range of services and programs (such as food, housing, and utilities assistance) aimed at helping people living in poverty become self-sufficient and economically mobile. The Anne Arundel County Food Bank works to alleviate food insecurity by partnering with the community to obtain and distribute nutritious food to those in need. It also provides an interactive map to help residents locate food pantries, baby pantries, and soup kitchens. Harvest Resources offers additional food and support resources for those in need. These agencies play an important role in helping individuals and families stabilize their lives so they can focus on training and employment opportunities.
During client intake interviews, I use specific techniques to identify barriers to employment: building trust and rapport by creating a safe, respectful environment for open conversation; using open-ended questions to uncover challenges without judgment; normalizing the discussion so individuals feel comfortable sharing sensitive information; creating space for reflection and silence; and summarizing and prioritizing needs, which helps ensure they feel heard and supported. Additionally, we have an intake form that allows individuals to check which presenting issues they identify as barriers to their employment goals. I use the information from the intake form as a baseline for the interview. By pairing these thoughtful and intentional intake practices with community resources, Anne Arundel Workforce Development Corp has been able to help individuals overcome barriers, access much-needed resources, move forward with their career plans, and secure meaningful employment.
1) When this customer visits the Anne Arundel Workforce Development Career Center, I would connect them with services through the Department of Social Services, which provides shelter, transitional housing, and case management. In addition to Social Services, I would also refer them to Arundel House of Hope for housing support. Since the customer also needs assistance with meals, I would recommend local organizations such as the Salvation Army of Annapolis, which operates food pantries, as well as the Anne Arundel County Food Bank, which provides a variety of food resources to individuals and families in need.
2) One key technique that has helped me during intake interviews is using open-ended questions. In the past, I often asked simple questions while expecting a more detailed response. For example, I might have asked, “Are you good?” and hoped the customer would share more. After learning proper intake techniques, I understand why I usually received only a “yes” or “no” answer.
Now, I focus on asking questions that invite customers to share more, such as: “Tell me how you’re feeling today. Are you feeling good, excited, or maybe something else? What’s making you feel that way?” This approach encourages deeper conversation and gives me insight into their experiences.
Lastly, I’ve realized it’s not enough to assume customers know I understand them based on my actions or body language. I make it a point to reassure them verbally, restating what they’ve shared so they know I’m truly listening and understanding.
3) Now that I have a deeper understanding of intake techniques, I begin by asking customers about their skills, past successes, and goals. Because there are already so many stigmas in the world, I make it a priority to start from a positive foundation that allows the customer to feel confident and not defined by their challenges. While customers may be aware of the stigmas they face, I want them to leave our interaction feeling supported and equipped with resources and steps to improve their situation.
To create that supportive environment, I ask questions in a way that feels natural and nonjudgmental rather than sensitive or intrusive. For example, instead of directly asking about hardships, I might say: “Many people have experienced housing or transportation concerns. Are you currently navigating either of these? If so, please know we have resources to help.”
Thank you for the insight! I know what services/resources are available within my current area but it is very refreshing to know what other types of services are within other locations. When speaking about different techniques that you utilized I feel very validated because I was always trying to figure out how to expand on asking more open ended questions but I would usually not accomplish that. I have tried to incorporate more open ended questions within intake because like you mentioned it provides more insight and gives clients more ability to elaborate. I love what you said about creating a supportive environment for the client because that really is the number 1 priority. Clients come and ask for your assistance when most of the time a lot of clients say “I don’t like asking for help” so usually that means that are in desperate need. Thank you for doing that work you do!
I like how you connect the customer to real resources for housing and food while also focusing on how you ask questions during intake. Switching to open-ended questions really helps build trust and gives you a better picture of what they’re going through. I also like that you start with their strengths—it makes the customer feel supported and encouraged instead of just focusing on the challenges!
I really like how you highlighted the importance of starting intake interviews from a positive foundation by focusing on skills and past successes. I agree that this approach helps clients feel empowered rather than defined by their challenges, which is especially important for building trust. in our role. Your example of using open-ended questions to encourage deeper conversation is important, and I liked how you also verbalize understanding to reassure the customer that they are truly being heard.
Even though most of my work is with high school students in the classroom, I sometimes discover that their families may need support as well. When parents are looking for employment or training opportunities, I direct them to my colleagues in AAWDC’s Adult Services department. That way, the whole household can benefit from workforce development resources—students can focus on career exploration and readiness, while parents can access job search assistance, training, or other services that help stabilize their family.
In my intake conversations with students, I’ve found that asking open-ended questions and really listening helps uncover barriers that might not come up right away. Sometimes a student will casually mention transportation challenges, after-school responsibilities, or worries about money at home. By creating a safe and supportive space, they are more willing to share those details. From there, I can either connect them with school-based supports or, when it involves family needs, guide parents toward the right adult services.
Two techniques that work especially well for me are using a strengths-based approach and rephrasing what the student shares to show I’m really listening. Focusing on strengths helps students see that they already have valuable skills and abilities, and reflecting their words back builds trust. Both approaches make it easier for students to open up about challenges, which then allows me to connect their family with the right resources.
As your colleague, I couldn’t have said this any better. To me, this should be a coaching tool for anyone who desires to become a career counselor.
If an individual is looking for assistance with housing I usually refer individuals to the CES Directory. CES is the Coordinated Entry System which is run by the Los Angeles Homeless Services Authority. The CES Directory is split up by SPA (Service Planning Areas) all over LA County. I would follow up with the individual and figure out their whereabouts to be able to refer properly and send them to the closest CES site to the client. That would be an immediate referral that would provided. Alongside that I would have the client apply for Public Housing (since this usually takes a really long time to hear back). I would also have reach out to any organizations that I have specific referrals to that have housing embedded into their programs ( A New Way Of Life, specific programs). These programs would also help out with food assistance. I would also provide LA Food Bank website and research the closest food bank that is to the participant. I would also have the participant apply for CalFresh in the interim.
Whenever I have an intake with an individual the first thing I do is try and be super open and indicate that all the information that I am trying to obtain is to help provide as much information to the client as I can. I utilize humor as a disarming tool which I have noticed it really works with individuals. They start to feel more comfortable and they start to open up more. I also try to lead with honest and indicate that all information that is provided to myself will be confidential which allows that client to feel even more comfortable. All in all the clients being comfortable is the main priority. I feel like clients usually talk to so many different service providers and they tend to have their guards up because of previous experiences but I would want them to know that this experience is completely different. I believe active listening is one of the main keys when conducting an intake because again a lot of clients believe that services providers aren’t really listening to them. Another technique that I have utilized is providing support and encouragement to these clients. The main objective with this is to create a supportive environment that will allow clients to feel at home.
When a client comes to me needing employment support along with basic needs like housing and meals, I make immediate referrals to local partners who specialize in these areas. In my community, organizations such as the local housing authority, shelters, and food pantries serve as the first line of support. I also connect individuals to resources through SC Works, which collaborates with agencies like Temporary Assistance for Needy Families (TANF) and the Department of Housing and Urban Development (HUD) to address housing and nutritional needs. These partnerships ensure that the customer’s immediate barriers are stabilized while we work toward long-term employment goals.
In the intake process, I have found that open-ended questioning and active listening are essential techniques to uncover barriers. Asking questions that invite the customer to share their story, rather than simply filling in checkboxes, often reveals needs they may not initially express. For example, instead of asking “Do you have transportation?” I might ask, “What does a typical day look like when you’re preparing for work?” This encourages conversation and helps me identify challenges like childcare or transportation. I also use motivational interviewing strategies to create a safe, judgment-free environment where customers feel comfortable disclosing sensitive information. These approaches allow me to build trust while gathering critical details needed to create a comprehensive support plan.
1. In my local area I would refer the client to Gateway Community Action Agency where they can receive help with rental assistance, utilities support, housing stabilization, and job and community services. I would also aid the client in looking into availability of the several income-based apartment complexes in the area. These two housing solutions would provide the client with not only housing, but also a way to afford the housing.
For food assistance, I would refer my client to the local food pantries in the area such as Christ’s Pantry of Morgan County. This particular food pantry not only provides food, but will also deliver the food to residents that do not have transportation. I would also refer my client to the local food stamp/family support office. I would offer assistance in aiding my client to apply for any of these programs.
2. In an intake interview, I’ve found that using open-ended questions and active listening are especially helpful in uncovering barriers a customer may be facing. Creating a comfortable, non-judgmental environment allows the customer to feel safe sharing personal challenges such as housing instability or food insecurity. Asking questions like, “Can you tell me about your current living situation?” or “What support do you feel you need right now to be successful?” encourages the individual to open up beyond just employment needs.
Another effective technique is to practice reflective listening, repeating back or summarizing what the client shares, to show understanding and ensure accuracy. This often leads the individual to share more details about hidden challenges. Additionally, using a holistic approach by asking about transportation, childcare, health, or other basic needs helps identify barriers early, so resources can be connected right away.
3. One technique I use that works well is motivational interviewing, which helps clients feel heard and supported while also encouraging them to identify their own strengths and goals. Instead of focusing only on challenges, I ask guiding questions that allow them to recognize what they’ve already accomplished and what steps they feel ready to take. This builds confidence and keeps them engaged in the process.
Another effective technique is using resource mapping, where I help the client visually connect their needs to local services and supports. By laying out available options for housing, meals, transportation, and employment, the customer can clearly see a pathway forward. This not only reduces feelings of being overwhelmed but also empowers them to take active steps toward stability and job readiness.
I really like your approach and the way you connect clients to several different community resources instead of just one. Referring them to Gateway Community Action Agency and the local food pantries shows that you understand the importance of meeting basic needs first. I also like how you use open-ended questions and reflective listening, it helps clients feel comfortable opening up. The idea of resource mapping is great too; it gives people a clear picture of what help is out there and helps them feel more in control of their next steps.
If a client in Anne Arundel County, MD, came to me, I would refer them to the Anne Arundel County Department of Social Services (DSS) for emergency housing assistance and benefits. Additionally, Arundel House of Hope is a community resource that provide shelter, transitional housing, and daily meals. For immediate food needs, Anne Arundel County Food Bank is another vital resource. A client can also visit Anne Arundel Workforce Development who can assist with connecting a client to these partnering agencies to ensure they are receiving additional services to help eliminate their barrier to employment.
When working with a middle school student during that initial meeting, I focus on creating a safe and comfortable environment so they feel supported in sharing their needs or career ideas. I use simple, age-appropriate language and ask open-ended questions, giving them the space share what they are thinking. I also pay close attention to nonverbal cues, as middle schoolers often have a hard time verbally expressing what they are trying to say. Two techniques that work especially well are building trust through small talk about their interests (like sports or hobbies) and allowing them to express themselves in different ways such a checklists and ice breakers.
As someone who previously worked with middle school students in a different setting, your focus on creating a safe and comfortable space for them is so important. Many youth struggle to feel like they belong or are safe to express 1) exactly what they are experiencing and 2) how that experience is impacting them personally. Knowing that they have a safe and trusted adult is vitally important, and connecting with them on their level (sports, hobbies, music, theater, etc) is such a wonderful way to connect. Thank you for the work you are doing with our youth and the difference you are making!
1) In our area of Anne Arundel County, Maryland, we have a multitude of agencies that we work closely with and can provide those resources to potential clients and their families. In terms of any housing assistance and additional benefits such as SNAP (food supplementation) the Anne Arundel County Department of Social Services (DSS) is our primary resource that we would connect families to. Specifically, the Arundel House of Hope is a community resource that provides help with shelter, transitional housing, and daily meals for individuals and family members. Anne Arundel County Food Bank along with local churches are great resources for immediate food needs. For career exploration, apprenticeships, skills training, resume writing and job searches, Anne Arundel Workforce Development can assist with connecting a client to partnering agencies to ensure they are receiving additional services to help potential satisfy any employment needs.
2) One of my Go-To techniques that has brought me success when conducting intake interviews with students/clients is asking “open-ended questions. In the past, I often asked simple questions while expecting a more detailed response. Using this technique eliminates the avenue for students/clients to simply give a “yes” or “no” answer and it forces conversation and open dialogue between the parties.
Using prompts such as, “Tell me how you’re feeling today. Are you feeling good, excited, or maybe something else? What’s making you feel that way?” This approach encourages deeper conversation and gives direct insight into their life experiences.
A key indicator that I use to deepen my understanding of the student/client is focusing on “non-verbal communication” or “body language” There are times when people will tell you everything without saying a word. It’s a matter of being in-tune and paying attention to subtle movements such as direct or indirect eye contact. With that, I will ask those open ending questions with the goal of finding the appropriate solution(s).
3) A technique that works especially well for me is using a strength-based approach where I am focusing on the strengths that help students to see and understand that they currently possess the necessary skills and abilities that prove valuable in the classroom and the workplace. This approach makes it easier for students to be more comfortable with sharing and be more open about any challenges that they may be facing, at which point I use that knowledge to connect them to resources that will make them better.
I am so happy to read your discussion of a strength-based approach. Seeing the client’s strengths enables them to see it as well. Too many times when people are down on their luck, they only have a negative view of themselves. Client’s who have already experienced many negative focus on what they can’t do or can’t do correctly shut down instinctively in fear of failure again. Bravo to you! I know that your client’s are better off from having met you.
1-If a customer who is justice-involved comes to me seeking assistance with housing and meals, I would first connect them with reentry-focused housing and supportive services. In Los Angeles, this could include programs like Amity Foundation, Volunteers of America Reentry Services, or The Fortune Society (if they have ties outside of California). These organizations specialize in transitional housing for individuals on parole or probation and understand the unique barriers they face. For meals, I would refer them to food banks and meal programs that partner with reentry services, such as Homeboy Industries or LA Regional Food Bank. These programs not only address immediate needs but also create supportive environments where returning citizens can begin to rebuild stability.
2-During an intake interview with someone recently released, it is critical to create a non-judgmental and supportive space. Many clients carry stigma from their past and may hesitate to disclose barriers. I’ve found that asking future-oriented questions like, “What are your goals for the next six months, and what do you feel might get in the way?” helps identify challenges in housing, employment, or transportation without making the client feel labeled by their past. Additionally, I explore whether probation/parole requirements create barriers (curfews, mandatory check-ins) since these often impact job and housing options.
3-Strengths-Based:Rather than focusing only on deficits, I highlight transferable skills from their past experiences (including work done while incarcerated, such as warehouse, kitchen, or maintenance jobs). This builds confidence and helps us frame those skills when looking for work.
Reentry-Specific Needs Assessment: I use structured tools to cover critical reentry areas housing, employment readiness, legal obligations, mental health, and substance use. By identifying these systematically, clients can see a clear path forward and feel supported in addressing multiple needs at once.
Thank you for sharing such a thoughtful and well-informed approach to working with justice-involved clients. It’s clear that you have a deep understanding of the specific challenges they face, and I really admire how you’ve built a strong network of reentry-focused resources to meet both their immediate and long-term needs. Programs like Homeboy Industries and the Amity Foundation do incredible work, and it’s great to see them included in your referrals. I also appreciate the way you structure your intake interviews to be future-focused and supportive. Asking questions that encourage clients to think about their goals rather than their past is such a powerful way to help them feel seen for who they are today. Highlighting their strengths and transferable skills is another great way to build confidence, and it shows how committed you are to helping them move forward. Your work clearly makes a big difference in creating a safe space where people can begin to rebuild their lives with dignity and hope.
If while completing an intake interview of a client looking for work, I discover their need for food and housing, I would work with other agencies in our Eastern Kentucky area. The Letcher County Food Bank stocks emergency supplies for individuals in extreme need. Local churches provide free meals and food supplies as well. I would refer the client to the Whitesburg Housing Authority to apply for low-income housing. This usually has a long waiting list so I would also refer them to the local emergency housing program within our LKLP, Community Action Council. The Mountain Mission in Perry County, offers free and low cost clothing and basic hygiene needs. Grace’s closet is also a local resource for free clothing. Social Services for Family Affairs, offer SNAP benefits as well as medical insurance.
Active listening is a technique that I find useful in helping a client elaborate during an intake interview. Active listening takes practice to make sure that you are focused on what your clients are telling you. Rephrasing the client’s concerns or responses helps ensure that you understood the content of the discussion and enables the client to understand that you are focused on them and their concerns. Body language is an important technique to put the client at ease and to ensure them that you are focused and paying attention to them. Limiting interruptions is very important during an intake interview. Causing the client to pause may make them uncomfortable in sharing more or make you lose focus and not fully understand their concerns.
As a former educator and now an In School Youth Career Development Specialist, one technique that I find useful and am pretty good at is open-ended questioning. I have never liked the idea of leading a client to say a correct response. I am more interested in viewing their thinking process and how they choose to convey their message. It is important to me to make the client feel comfortable and safe. Growing up, my family experienced many hardships. Some were caused by employment decline and others were because of family health related issues. I can remember experiences where the interviewer made me feel not valued and looked down upon. It is important for me that my clients know that they are of value and no judgement is passed on their behalf. I want them to leave an interview with me feeling better and more hopeful that when they came to me.
Sandra,
Thank you for sharing your experience and approach. It’s clear that you really care about your clients and are committed to meeting them where they are. I appreciate how well you know your local resources and how you don’t stop at just one referral, especially when waitlists or delays can get in the way. Your personal story adds so much depth to the work you do, and I’m sure your clients can feel that honesty and empathy. The way you focus on active listening and open-ended questions shows a real dedication to making people feel heard and respected. I also really liked what you said about helping clients leave feeling more hopeful than when they arrived. That kind of care makes such a difference, and it’s inspiring to see how you carry that into your work every day.
It is essential to understand the full scope of barriers that clients may face so that we can connect them to the right resources and support systems. One organization I frequently refer clients to is the Capital Area Food Bank. Although it is headquartered in Washington, D.C., the food bank serves the entire DMV area, including communities throughout Maryland where I work. It operates through a wide network of community partners, such as local nonprofits, schools, and faith-based organizations, to distribute food at no cost. These partnerships make it easier for clients to access nutritious groceries, fresh produce, and meal kits, which are critical for individuals and families experiencing food insecurity. In addition to providing emergency food support, the Capital Area Food Bank also offers nutrition education and helps individuals to longer-term services.
To effectively identify needs like food insecurity or other challenges during the intake process, I use a combination of open-ended, strengths-based questions and motivational interviewing techniques. Asking open-ended questions allows clients to share their experiences in their own words, which helps uncover barriers such as housing instability, lack of childcare, or transportation difficulties. Motivational interviewing is also helpful because it builds rapport and encourages clients to reflect on their goals and the obstacles they may be facing. By using reflective listening and maintaining a non-judgmental tone, I am often able to learn about concerns that clients may not feel comfortable bringing up on their own, such as mental health struggles or previous involvement with the justice system.
Building trust early in the intake process is essential. When clients feel heard, respected, and supported, they are more likely to share honest information and stay engaged in planning their next steps. This allows me to provide more targeted referrals to community resources that address their individual needs. A thoughtful and compassionate intake process lays the foundation for a strong working relationship and increases the likelihood of successful outcomes in workforce development.
Thank you for sharing! I really appreciate how you emphasized the importance of building trust early in the intake process — that’s something I also find essential in my work with high school seniors. I agree that open-ended questions and motivational interviewing create space for clients to share more than just surface-level needs. I also love that your local food bank provides nutrition education along with food access; it’s such a great example of meeting both immediate and long-term needs. In my area, I refer clients to our local Community Action Agency, which offers food boxes, housing assistance, and other wraparound support. Like you, I’ve found that creating a safe, judgment-free space often leads to conversations about barriers like housing, mental health, or justice involvement that might not otherwise come up. It’s encouraging to see how we’re all working to meet clients where they are and connect them to the tools they need to move forward.
1. To whom in your local area do you refer them for this assistance?
In our local area, there are several local organizations that would do wonderful work with this customer. First, I would direct them to Water Street Mission, likely the largest shelter and source of meals available. We also have the Lancaster Food Hub which helps meet the needs of food-insecure individuals. I would also consult with my supervisors to see what direct supportive services we may be able to offer to help meet other needs that are likely present.
2. What techniques have you found especially helpful to use in an intake interview to discover barriers that a customer might be facing?
Asking good questions (and follow up questions!) is vital in allowing people to talk about themselves and their barriers. As part of our initial paper form application, we also have a question that allows them to check boxes next to barriers that they feel are applicable to them. Even if I am asking them questions and filling out the paper myself, I do my best to shift and allow them to check their own boxes while I work on something else. I find that they are able to specify direct barriers without having to immediately verbalize them. Then later in the process when I need to confirm what they checked, I will ask “so tell me about why you chose “________” as a barrier. They’ve already had the space to admit it is a barrier in a more low stakes setting, and later in the conversation after I have built more rapport, I can have them fill in the blanks a bit more.
3. Describe 1-2 techniques you use that work well for you.
For better or worse, I often don’t cognitively prepare or intentionally use specific “techniques”. I don’t prepare for a meeting or intake and think, “Okay I have to remember to ask more questions than I make statements” or “Don’t forget to use active listening techniques when they are speaking.” I just approach each meeting with the understanding that I am meeting with a unique individual at a very vulnerable point in their lives in which they are asking for help. I try to inherently treat them with dignity and respect as I would any other interaction.
Your post reflects a strong, compassionate approach to working with individuals facing multiple challenges. I really appreciate how you mentioned giving clients the space to identify their own barriers through a check-box form—what a thoughtful way to lower the emotional pressure early on. It’s also great to see how you use that form later as a tool to deepen the conversation once trust is built. That method respects their pace and comfort level.
When a customer comes to KCOEC seeking employment assistance but also expresses a need for housing and meals, KCEOC has a community shelters, food pantries, and transitional housing program all in house.. At KCOEC, we take a holistic approach to employment readiness, understanding that stable housing and access to meals are foundational to a person’s ability to focus on and maintain employment. Our goal is to ensure the customer feels supported in all areas of life that impact job readiness.
During intake interviews, I use open-ended, empathetic questioning to gently uncover any barriers the customer might be facing. For example, I might ask, “Can you tell me about anything that’s been making it difficult to focus on finding or keeping a job?” This approach allows them to share freely without feeling judged. I also use a strengths-based technique—acknowledging what they’ve already accomplished despite their struggles—to build trust and rapport. These methods help create a safe, respectful space where individuals feel heard and supported.
When a customer comes to me needing help finding work but also expresses concerns about housing and meals, I begin by connecting them with KCEOC Community Action Partnership, which provides housing assistance, emergency shelter, food boxes, and referrals to other local services. If they are eligible, I also refer them to WIOA supportive services for temporary aid and, if appropriate, to local food pantries like First Baptist Church of Barbourville or the Knox County Housing Authority for more direct support. These partnerships are critical in helping clients stabilize their basic needs before we can focus effectively on employment.
During intake interviews, I’ve found that using open-ended questions and a calm, nonjudgmental tone helps clients feel more comfortable sharing their real challenges. I always ask questions like, “Is there anything going on outside of work that might make it hard to keep a job right now?” and “What kind of support would help you stay focused on your goals?” Two techniques I’ve found especially helpful are motivational interviewing—to help the customer explore their own goals and barriers—and the barrier identification worksheet, which walks them through categories like transportation, childcare, housing, and food. These tools allow me to build a full picture of the client’s situation while also reinforcing that I’m here to support them, not judge them.
I really like the way you outlined the process of addressing both employment needs and basic living concerns. Referring customers to KCEOC Community Action Partnership and WIOA supportive services shows a strong understanding of how stabilizing housing and food security is essential before employment goals can be realistic. I also appreciate that you included specific local resources like the First Baptist Church of Barbourville and the Knox County Housing Authority—it makes your approach both practical and community-centered.
Your examples of intake questions stood out to me as well. Asking, “Is there anything going on outside of work that might make it hard to keep a job right now?” really opens the door for clients to share personal barriers without feeling pressured. I also like how you pair motivational interviewing with a barrier identification worksheet. That balance between guided reflection and structured assessment is a great way to uncover challenges while also empowering the customer to take ownership of their goals.
I really like how you outlined the local resources in your area—it’s clear you’ve built strong partnerships with organizations that address both immediate needs and longer-term support. I especially like your use of the barrier identification worksheet; I haven’t tried that yet, but it seems like a really organized way to make sure nothing gets missed during intake.
I also agree that using a calm, nonjudgmental tone and open-ended questions is key. I’ve found that sometimes just giving clients a little space to talk before jumping in with questions can help them open up even more. Your use of motivational interviewing sounds like a great way to guide clients toward finding their own solutions while still feeling supported.
1. Local Referrals for Housing and Meals
In my local area, I would first connect the customer with **community-based organizations that specialize in housing stability and food security**. These may include:
*Housing Assistance**: Mountain Comprehensive Care Center, LKLP Community Action Agency, or the local Housing Authority for emergency shelter and long-term housing programs.
*Meals and Food Resources**: Harlan County Community Action’s food pantry, local churches (such as First Baptist or Harlan United Methodist), and statewide partners like **God’s Pantry Food Bank** that serve Eastern Kentucky.
*Other Support Services**: If the customer qualifies, I would also refer them to **Kentucky’s SNAP program** for ongoing nutritional assistance and to *Homeless and Housing Coalitions of Kentucky** for coordinated housing referrals.
2. Techniques in the Intake Interview
During the intake process, I use techniques that allow the customer to feel comfortable sharing their full story without judgment. Specifically:
*Active Listening and Open-Ended Questions**: Instead of yes/no questions, I ask, *“Tell me about what’s been most challenging for you recently,”* which often reveals barriers like childcare, transportation, or housing insecurity.
*Barrier Identification Framework**: I walk through structured categories—housing, food, transportation, health, family responsibilities, financial stability—to uncover hidden challenges.
* Trauma-Informed Approach**: I make sure my tone and body language communicate empathy and patience, recognizing that customers may have faced difficult or unstable experiences.
Two techniques that have consistently helped me:
1. **Goal Mapping with Supportive Services**
After identifying barriers, I help the customer map out goals that include both career and life stability. For example, we create a plan where housing assistance and meal access are the first steps, followed by employment training or placement. This shows the customer that their personal needs are just as important as their career goals, and it builds trust.
2. **Warm Hand-Offs to Community Partners**
Rather than just giving a phone number, I directly connect customers to service providers—sometimes making the call with them, walking them to an office, or emailing the provider to introduce them. This reduces intimidation and increases follow-through.
If a customer came to me needing help with housing and meals, I would first connect them to local community resources. In Baltimore, I’d refer them to organizations like United Way 211 Maryland, which has a wide network of food, shelter, and emergency assistance programs. I’d also look at local shelters, food banks, and church-based programs that provide daily meals. It’s important to make sure they know about immediate resources while also helping them move forward with their job search.
When I’m doing an intake interview, I’ve found that asking open-ended questions works really well to uncover barriers. Instead of just checking boxes, I’ll ask things like, “What’s been the hardest part about finding work right now?” or “Are there any personal challenges you’re dealing with that might make it harder to focus on work?” This usually opens the door for clients to share things like housing, childcare, or transportation struggles without feeling judged. Two techniques that work well for me are using active listening—making sure I repeat back what they’ve said so they know I understand—and giving them space to talk without rushing. Sometimes just sitting in silence for a moment encourages them to share more.
When someone comes in looking for work but also needs help with housing and meals, I start by connecting them to local resources that can meet those basic needs first. In my area, I usually reach out to the Department of Social Services for emergency housing or rental support. I also share contacts for places like Sarah’s House or Catholic Charities, since they offer shelter, food, and other assistance. Making sure someone has a safe place to stay and food to eat is an important first step before focusing on job goals.
When doing an intake interview, I try to make the conversation feel comfortable and open. I ask simple, honest questions and let the person talk about what’s really going on. Sometimes people don’t share everything right away, so I use a calm tone, listen closely, and take my time. This helps me understand what barriers they might be facing, like transportation, child care, or stress, and how I can best support them.
Two things that work well for me are active listening and building trust early. I make sure to repeat or restate what they say so they know I’m paying attention, and I always reassure them that my goal is to help, not judge. When people feel seen and respected, they open up more easily, and that helps us move forward together.