Homeless hostels are a vital resource for people who are experiencing homelessness. They provide a safe and secure place to sleep, as well as access to essential services such as food, showers, and laundry facilities. However, homeless hostels can also be challenging places to work, as staff are often faced with antisocial behaviour and challenging behaviour from residents.
Night concierges are particularly vulnerable to this type of behaviour, as they are often the only staff member on duty at night. This can be a daunting and stressful experience, and it is important to empower night concierges with the skills and knowledge they need to deal with these situations effectively.
There are a number of things that can be done to empower night concierges to deal with antisocial behaviour and challenging behaviour. These include:
- Provide training. Night concierges should receive training on how to deal with antisocial behaviour and challenging behaviour. This training should cover topics such as:
- De-escalation techniques
- Conflict resolution
- Assertive communication
- Active Listening
- Non-Physical intervention
- Create a safe working environment. Night concierges should feel safe and supported in their work environment. This means providing them with adequate resources, such as:
- A well-lit and secure building
- Access to emergency alarms
- A clear reporting procedure
- A Lone Working Device
- Build relationships with residents. Night concierges should build relationships with residents in order to better understand their needs and concerns. This will help them to de-escalate situations more effectively.
- Advocate for residents. Night concierges should advocate for the rights of residents and ensure that they are treated with respect. This means reporting any instances of abuse or neglect through the appropriate channels
By taking these steps, we can empower night concierges to deal with antisocial behaviour and challenging behaviour more effectively. This will make it a safer and more welcoming environment for everyone.
In addition to the above, it is also important to remember that night concierges are human beings too. They should be treated with respect and compassion, and they should not be expected to put themselves in danger. If a night concierge feels unsafe, they should have the right to call for backup or leave the situation.
By empowering night concierges and creating a safe working environment, we can help to ensure that homeless hostels are a safe and welcoming place for everyone.