WKA met with Care for Real volunteers:
Nicole– Admin data, shopper, packer; Eileen– Registration/direct client contact; Paula– Food packing/distribution
Kathleen-; Jim– Clothing closet, food distribution; Aidan– Food distribution and packing; Mike– van driver-food rescue/warehouse; Karen– Clothing closet volunteer

HOW DO YOU THINK PEOPLE SHOULD FEEL?

• Welcomed; Safe; Respected; Fun; Comfortable (staff, volunteers and clients); it’s the people not the space that makes Care for Real a special place;
• Registration is FUN; clients are open and want to share; we feel connected to our clients

1. HOW CAN WE IMPROVE CLIENT EXPERIENCE?
   – Privacy during intake (clients sometimes don’t want to provide important information during intake);
2. – Time to explain programs; quiet space or buffer between clients being served, intake and those waiting; flow is tough; Language issues/translation issues; barrier to elements but flow to inside/outside; lack of space in the clothing closet creates tension; speed of clothes shopping – 15mins requires organization and improved flow; better flow; streamline pet pantry process (include pet food distribution/locate it with regular food).

General conflict around yellow bins – bins are too close; there is no limit to “shopping time”. There are 11-14 stations for clients.

CLOTHING CLOSET RECOMMENDATIONS:
-Children’s closet – more rods less bins; closet designations should be limited to adults and children rather than gender. In general more hanging
-Sorting/Gleaning – more space needed
– Create a different checkin space for disabled clients
– Logjam getting food out to clients and returns
– Provide client’s access to the restroom; locate restrooms close to the door/waiting room
– Provide flexible exterior spaces; use landscape to organize distribution flow
-Dedicated area for sorting/gleaning separate from closet; provide more countertop space in the closet; provide storage separate from the closet

RECOMMENDATIONS FOR IMPROVING A VOLUNTEER’S EXPERIENCE
-Side (separate) entrance for volunteers
-Sign up station (not close to volunteer lockers)
-More space for volunteers to hangout/wait out of the way of stocking shelves and distribution
-A space for all volunteers (+/-30 volunteers on a Saturday)
-Coat closet for volunteers; lockers work but more lockers are needed
-Bike storage in a secure space (5-10)
-If the distribution model remains the same – get more carts

NEW SPACE
-Visibility; remain attached to the community; remain client centered; provide additional spaces to improve the client experience;
-Calm; CfR is client focused and must remain that way. Carry over the positive attitude and flexible mindset

DISTRIBUTION MODEL RECOMMENDATIONS
-More space at each station/more time at each station
-Move stations inside? Some dedicated space on the interior for clients
-Avoid clients seeing back of house i.e. seeing items they can’t have
-Provide more resources to clients i.e. information about shelter, etc
-Food distribution flexibility – different food packing areas; dedicated loading area (safety); dedicated areas; be sure to account for door clearances and space for carts
-Clear labelling; Connect registration to everything else
-Provide outside shelter from rain/snow/sun; Limit prep work outside before and after food distribution
-Inside waiting space