It’s happening at the front door

By Michaela Franklin
Our front desk has evolved into more than a place to check in. It’s become a connection point, a resource hub and sometimes even a lifeline.

We see between 30 and 50 people a day, a number that has grown significantly in recent months. That’s partly because the other navigation center is about an hour and a half walk from here. Most folks only have their shoes. Access to transportation and bus passes are hard to come by.

They come here for a cup of coffee or hot water for noodles, for hygiene kits and supplies to stay safe, for a spot to get warm and dry when it’s pouring rain and freezing cold.

Recently, our community opened applications for a new round of emergency rental assistance. Because we had the front desk open, and we had computers and staff support, many individuals were able to apply. Six people who had been living outdoors were accepted into the NeighborWorks Alaska program. They now have support through case management — and housing. While this rental help will be short-term, the case management provides a foundation for long-term stability.

Michaela at the front desk.

Every day, people come to use the phone to call their families. They ask for help getting into treatment or connecting to mental health support. One man told us the staff makes him feel comfortable no matter what’s going on in his life. “They don’t judge.” He stopped by that day to do a job interview over Zoom. Another day, a veteran walked through the front door. We immediately connected him to veterans’ services. That very night, he got off the street.

This front-door support mirrors and supplements street outreach in the field. Whether in the office or at a camp, we build significant trust essential for the deeper work to change lives and systems. People provide more accurate personal information and keep us updated on their situation. We can keep track of where people go as they move from camps to shelters all around town. We know who is actively experiencing homelessness, where services are needed most, and how we can respond quickly and appropriately.

What we offer isn’t just a physical place. It’s dignity, access and a chance.

And it’s all happening at the front door.

Michaela Franklin, BSW, is a Coordinated Entry specialist for the Anchorage Coalition to End Homelessness.