Homeless Shelter A
I know a homeless shelter that ran background checks on every person who walked through the door. Any criminal record at all? Denied. Say a cuss word? Out.
They didn’t want “those kind of people” in their building.
The place ran like a dream. Quiet hallways. Calm nights. Happy staff.
One problem: for every person sleeping inside, ten were sleeping under a bridge.
Homeless Shelter B
I know a homeless shelter that refused to turn anyone away or ask anyone to leave. Ever. For any reason.
They didn’t want to be like “those other shelters.”
They opened their doors to some of the most traumatized people in the city. It was beautiful.
One problem: A resident stabbed another resident and the shelter closed for good.
Two sins
Every organization that serves the community—nonprofits, libraries, community centers—faces the same tension. There are two ways to get it wrong.
Sin # 1 – “Too Comfortable”
Some organizations forget who they exist to serve. It happens slowly. Without anyone noticing, the mission drifts. Instead of serving the community, the organization starts serving its staff.
The jobs become pleasant and the building stays calm. But the people who need the most help don’t get it.
Sin #2 – “Too Dangerous”
Other organizations swing the opposite direction. They put an idealistic vision of “serving everyone” ahead of the safety of their staff and the survival of the organization.
Sometimes that means taking on people the organization simply isn’t equipped to serve safely. Sometimes it means serving so many people that the money runs out.
Either way, the doors eventually close.
The Sweet Spot
The best organizations serve the most difficult people they can—without putting their staff or their mission in jeopardy.
They push staff into discomfort, but not danger.
They stretch their budget, but they don’t snap it.
This is incredibly hard to maintain.
Some staff will always pull towards comfort. Others will pull towards chaos.
The organization will drift a little too far one way—and then the other—and have to course correct. Again. And again. And again.
But working to maintain that tension—uncomfortable, but not dangerous—is where the real magic happens.
Have a great week!
Peace,
Ryan