Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36 Page 37 Page 38 Page 39 Page 40 Page 41 Page 42 Page 43 Page 44 Page 45 Page 46 Page 47 Page 48 Page 49 Page 50 Page 51 Page 52 Page 53 Page 54 Page 55 Page 56 Page 57 Page 58 Page 59 Page 60 Page 61 Page 62 Page 63 Page 64SETTING THE STAGE First impressions begin forming even before guests arrive at your door, espe- cially if your first contact with them is over the phone. “We recognize that a first impression takes place during the initial telephone call that someone makes when requesting a place in our program. A welcoming telephone conversation offers the woman the opportunity to share her needs and affords us opportunity to offer a glimpse of what her initial stay will entail,” says Chuck Wingate, executive director of Bethesda Mission in Harris- burg, Pennsylvania. “During the intake process for the Hope Program, the Women’s Team gives several first impressions of making the student feel like they are making the right decision for their life,” explains Jena Taylor, executive director of Faith City Mission in Amarillo, Texas. “We do a preliminary qualifica- tion interview over the phone. This allows the team to make sure we are able to meet the needs of the potential student. If we are not able to meet the needs of the student, then we give her referrals to other programs.” Interviews, paperwork, and facility tours can form the foundation of first in-person meetings, but that doesn’t mean the experience needs to be clini- cal. “Upon completion of this session, the program director prays over the guest and his situation,” William says. “We consider this one-on-one session very critical to the operation and for- ward movement of the guest, and we make it a point to ensure that all guests feel welcomed, as well as understand the way services are provided here at Wheeler Mission Ministries.” Bethesda Mission’s initial meeting pairs the new guest with a counselor and the house supervisor, who address immediate needs of food, showering, caring for their children, drug testing, and a time of conversation and coun- sel. “All staff and residents make a point of welcoming each new person as soon as possible,” Chuck says. “Beds are pre-made and a small gift, journal, and Bible are on their beds upon arrival, along with small toy for each child. A resident who has been in our facility for some time is assigned to walk alongside the new guest to help acclimate them.” RADICAL HOSPITALITY One of AGRM members’ core values is offering “radical hospitality” to those who come to our doors. “We believe God has called and commissioned us to be ministers of His radical love, grace, and mercy, and we demonstrate that by treating those we serve in a way that honors that calling. We make God ‘visible’ through hospitality,” says Nashville Rescue Mission’s Senior Director Eric Grindeland. “We understand that the check-in process is overwhelming for new resi- dents. In order to make their transition less stressful, we make sure that we are gentle with them—we make sure they know they have entered a house of love. Of course there is required paper- 44 WWW.AGRM.ORG JULY/AUGUST 2016 “We consider this one-on-one session very critical to the operation and forward movement of the guest, and we make it a point to ensure that all guests feel welcomed, as well as understand the way services are provided”