About the webinar

Level: Introductory

Front desk, facilities and office staff provide key services to supportive housing tenants and play an important role in setting the tone for the program. Take this training to learn how to provide good customer service, foster an inclusive community, collaborate with service providers, and work with tenants who may experience episodes of mental illness or struggle with substance use.

Learning Goals

In this webinar you will:

  • Learn how to provide good customer service using a trauma informed approach

  • Learn strategies for successfully interacting with someone who is experiencing symptoms of mental illness or is intoxicated

  • Learn how to set boundaries and respect confidentiality

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Lead Program Coordinator Rachel Matthews

Rachel Matthews serves as CSH's Lead Program Coordinator and has 15 years of experience in nonprofit program management. Rachel shares her expertise on topics related to maternal family and child health, housing case management supervision and program development/implementation. Rachel enjoys building trainings that provide foundational knowledge on complex topics in a manner consumable for all audiences.

Senior Program Manager Emma Chapple

Emma Chapple (she/her) is a Senior Program Manager with over five years of experience in supportive housing. She is a passionate trainer on Housing First and Working with Tenants and helps facilitate our series on Managing Supportive Housing Teams. Emma loves trainings that foster peer-sharing and connections with supportive housing professionals across the country.