Q & A with Terri Lawson

Terri joined Homeward in October 2018 and over the past four years she has been an integral part of Homeward’s ability to serve more of our most vulnerable neighbors. Given her role and insights, we thought it would be great to ask her a few questions.

Question: What is your role with Homeward?

Answer: As Homeward’s Access Programs Director, I manage teams for both the Homeless Connection Line (HCL) and Access Navigation. For the HCL, I supervise an incredible team of Diversion Specialists and manage collaboration between the various agencies that support the HCL for the community. I also provide support for the HCL team and ensure that they’re well equipped and prepared to help people in crisis. Our team’s top priority is to handle all calls with compassionate care and then really help folks problem solve and walk through options that can be beneficial for them. With Access Navigation, I am a liaison between our system’s referral process and agency partners. Our Access Navigator handles all shelter referrals. That team must understand our region’s policies and procedures to ensure that our system is fair and equitable. Our team works to connect people with the services and supports that will best help them succeed. We work with the partners in the Greater Richmond Continuum of Care (GRCoC) to ensure that we are maximizing limited local resources. Using what we learn from callers, the GRCoC develops these local policies to meet federal requirements and ensure equity, fairness, and transparency. It’s not just what services might be available, but that a person is connected to with the services that are most appropriate for their needs and will best help them succeed.

Q: How does the HCL help individuals who are experiencing or will soon face homelessness?

A: The HCL is one of the key pillars people use to access our homeless services system. Most importantly, the HCL provides compassionate conversations for people in crisis. We offer a listening ear and help individuals problem solve and strategize, tapping into their natural resources. As you can imagine, people who call the HCL are often in crisis and feel panicked. Our team’s experience helping others means that we can better assist callers in navigating their situation. We work with callers to identify potential solutions and connect them to the appropriate resources and services for their needs. It’s important to note that each conversation is geared to the specific and unique needs of the individual person who calls. We also help people think outside the box and consider alternative options and possibilities that may not have come to the forefront, so we can support them in planning and strategizing a solution. Calling the HCL isn’t just about trying to get access to a shelter bed. Our Diversion Specialists are trained to help people who are within 3 days of homelessness to maintain their current housing, if they have housing, and think through a path to more stable housing. Sometimes the conversations focus on where to find hot meals, job training, improving relationships with a roommate or family member, and other strategies to get on a path to stable housing. Ultimately, the HCL uses trauma-informed care to help guide conversations and to equip callers to become as self-sufficient as possible.

Q: What are some common misconceptions about the HCL?

A: Two common misconceptions come to mind immediately. First, many individuals who call the HCL believe that by calling that number they’ll be placed in a shelter program immediately. That’s not how our system works. Rather, our Diversion Specialists help them problem solve and then connect them with appropriate community resources. This process ensures that we can serve as many people as possible and maximize our region’s limited resources for homeless services. Second, many people who call imagine the HCL as a massive call center with hundreds of people working. We’re a lean and strong team of 10 people (five full time and four part time Diversion Specialists as well as one Access Navigator). The HCL is set up to maximize our time and resources to help as many people as possible.

Q: How has the HCL evolved over the years?

A: In the four years that I’ve been working with HCL, our team has worked to consistently improve our quality of work. Homeward and our partners have invested in HCL staff through professional development, the development and use of best practices, and a focus on diversion—or helping people to tap into their natural support systems to avoid homelessness. This focus on diversion has been significant because it allows us to help people in crisis identify potential solutions and find the resources that are the best fit for them.



Q: What are you most proud of about the work of the HCL?

A: I’m so proud of the work that our team has done and their ability to offer compassionate support to so many. Teamwork is important to me as well as the environment and morale for the staff who take hundreds of calls every day from people in crisis. The HCL staff and the Access Navigator work together to support each other through difficult, heartbreaking situations so that we can all continue to provide the best, most compassionate service we can for our neighbors. I’m honored to be a part of this team! I’m also proud that we get to see the impact of our work. It’s uplifting when you receive calls or letters from someone you’ve helped. The HCL is real people who are dedicated, committed, and accessible to others in need and here to help them. That personal connection makes a difference and is so meaningful.