“At the end of the day, our work with individuals starts with forming a relationship. That relationship begins when we show up day after day, meet each client where they are, take time to hear their unique story, and earn their trust to help them begin the journey toward permanent housing. People have to believe that you actually care and that you can help.”

As part of her Christian faith, Rebecca has always made service to others — particularly vulnerable populations — one of her core values. Her interest in learning about homelessness began as a college student when she decided to spend a night out on the street with a homeless person she had befriended. It opened her eyes to the many challenges that people encounter living on the street – including finding a place to rest for the night and a place to relieve yourself – and the overall mental stress of having insecurity about your basic needs. What she remembered the most was how no one who passed by her that night wanted to make eye contact. The only person who engaged her was her homeless friend.

She began her work at Union Station as the Mental Health Specialist on a Multidisciplinary Outreach Team. One of her fondest memories during this time was working in collaboration with the Department of Mental Health HOME Team to find a permanent home for a very vulnerable client with significant mental health issues stemming from trauma. It took a lot of trust building, advocacy and collaboration, but the client eventually was able to be housed at a housing site for people who need a higher level of care. 

She also shared that not all stories end up with a happy ending. She also worked with a wheelchair bound man who was living on the street. He had significant health issues which prevented him from being able to use the bathroom on his own. He was suffering from open sores and some of his bandages were soiled in urine and feces. The man was transported to the hospital where he was able to get cleaned up and receive care for the infections. Unfortunately, on her way to her next visit with him at the hospital, Rebecca received a phone call that he passed away.

Today, Rebecca works with the Permanent Supportive Housing team which provides intensive case management for individuals who are housed after being chronically homeless. She is grateful to be on a team with incredibly hard working and committed case managers. “Our staff are constant problem solvers. It takes a lot of heart, tenacity and resilience to do this work. They face many situations that are outside of their control, but they show up every day and help their clients take the next step toward stability.” 

Having worked from outreach to permanent supportive housing, Rebecca’s vision is to see a variety of housing types that are suitable for the different needs of clients, especially for those with disabilities. Rebecca hopes to see the client to staff ratio become one that gives space for trust and collaboration to blossom. She also wants to see an increase in investment by community members, civic leaders, and funders in helping individuals maintain housing. “We forget that the work of ending homelessness doesn’t end with getting someone housed. Getting someone housed is just the beginning to ending homelessness. There is a lot of work that is involved in helping someone maintain their housing after many years of being on the street.” 

“I have two basic guidelines for both my personal and professional life… Show up!  And bring the love!  We are on the right track with Housing First, Trauma Informed Care, and Harm Reduction practices.  But we have to remember, people who have been marginalized and traumatized need ongoing support, and reinforcement of their life and resilience skills.  It’s an incredible privilege to share their journey as they move forward.”

Back in 1985, Liz read an article about how Union Station Homeless Services needed volunteers for the new overnight shelter.  When she told her parents, her father was vehemently against the idea.  In response, Liz wrote a passionate letter to her father about why volunteering was important to her. She remembers telling him she would be working with people who were exhausted individuals who needed a place to sleep, not criminals.  Ultimately, her father was convinced and told her to “give it a try.”  She is still with us 35 years later. In fact, Union Station is such an integral part of her life, that Liz even met her husband, William Shelby, at the organization. 

After three years of volunteering, Bill Doulos, then Executive Director, offered Liz a job as an administrative assistant.  Liz is proud that Bill has remained a mentor and friend to this day. In her new role, she answered phones and assisted the Development and Volunteer departments.  During this time Union Station began holding 12-step meetings which were open to all who wanted a safe place to share their stories.  Liz made lasting connections with many of the clients, some she still calls every year on their sobriety birthday.

When Union Station and Passageways were housed together in the same building, the then Program Director Gregg Von Fempe moved Liz from backroom administration to sitting at the front desk. She greeted people and helped them complete their intake paperwork.  She remembers one tall teenager coming in, tired, dirty and with no shoes after everything he had had been stolen.  When she offered to share some clothes and shoes, he said that his feet were so large that he doubted she had anything he could wear.  Luckily, Liz’s brother had donated two pairs of his size 14 shoes.  

“Later, I saw the young man sitting outside the office in the sun.  He was wearing one pair of shoes and hugging the other pair to his chest, with the biggest smile on his face.  It is a memory I carry with me and always makes me happy when I think of it.”

In the late 1990’s, Union Station changed its approach. Instead of asking people to come to one centralized location, the organization began to outreach and bring services to where the people were.  Liz moved to the administration team of Holly Street Housing team.  One day a distraught client came into the office.  Liz sat down with her and listened to her concerns.  Shawn Morrissey, Holly Street Housing Program Manager, saw her compassion and empathy while interacting with the woman and asked Liz to become a Care Coordinator.

Today Liz is a Care Coordinator at Holly Street Housing. Over the last seven years, she has been housing people and contributing to our amazing 97% retention rate.