Behind the Scenes of a New Beginning

The soft scent of lavender from a nearby diffuser drifts through a brightly lit bedroom as staff members work, changing lightbulbs, mopping the floors, folding freshly washed towels, and making the bed with new sheets. Just down the hall, the lingering smell of fresh paint hangs in the air from the communal bathroom being prepared for use. Soon, a new client will move into this room.

While her move in may officially mark day one of her time at Red Oak Hope, this moment has been months in the making. One of the questions we are most often asked by donors, volunteers, family members, and friends is: “How do clients find you?”

While it may sound like a simple question, the answer tells a much deeper story. Behind every move-in day is a long process shaped by thoughtful planning, courageous conversations, careful discernment, and an incredible amount of bravery on the part of the survivor taking the next step forward.

This month, we want to pull back the curtain and share what happens long before a client ever walks through our doors, highlighting the intentionality, collaboration, and compassion that shape every step of the process of moving someone into our Transitional Housing Program.

To Start at the VERY Beginning: The Referral

Typically, a survivor or their advocate reaches out to our team online, often by email or a form on our website. Our Case Manager, Emily, receives the inquiry, follows up with questions to better understand the need, and provides information about our Transitional Housing Program. She candidly sets the expectation that our waitlist is often lengthy, usually over 12 months, but provides a path forward to add a potential applicant to our waitlist. If we are unable to meet their immediate housing needs, we also offer referrals to other community resources and programs that may provide more immediate support. There are a few other housing programs like ours throughout Texas, as well as a national referral network.

She sends the application via email, but if a potential client does not have access to a computer or printer, she offers to help complete it over the phone. She also supports the clients with the application if they need assistance answering questions or navigating the process. Once the completed application is received, the applicant is officially placed on the waitlist.

Reaching Out & Preparing for the Interview:

When a potential client reaches the top of the waitlist, Emily contacts them to understand their current needs. If they are still interested in the program, she schedules a short phone call to learn more about their current situation. During this conversation, she may ask questions such as: “Are you in a safe place?” or “What are you hoping to gain from a program like ours?”

Life Domains poster that hangs in Emily's office highlights all the areas that Case Management provides support for clients.

She also takes time to remind them who Red Oak Hope is, explain the program's structure and purpose, and answer any initial questions they may have.

On this call, it’s important for Emily and the applicant to walk through their current goals and needs in a variety of domains (health and development, education and employment, etc.). She is also evaluating whether they would be a good fit for our program's supported independent living model, which includes on-site staff support during the week, independent nights and weekends, independent medication management, and working toward self-identified goals.

If the program and client seem to be a good fit for one another, she schedules an interview within the next two weeks, preferably in person at a safe, comfortable location for the client, often at one of our church or community partner offices. We also work intentionally to eliminate barriers that might prevent someone from participating in an in-person interview. For example, if a client has children, we choose a location where they are welcome to bring them and provide toys and supplies to help alleviate stress during the interview. If needed, we will also conduct a virtual meeting for clients outside the Austin area.

Once the interview is on the calendar, Emily and our Restore Director, Anne, meet to review the client’s application in depth. Together, they discuss prior communication with the client, identify any gaps in the application, and determine which areas to explore further during the interview.

The central question guiding their preparation is: “What would be helpful to know more about?”

Interview Day

On the day of the interview, our team arrives early to thoughtfully prepare the space. Anne takes particular care in selecting a location within the building where the client can immediately see all exits and doors upon arrival. Seating options are arranged so the potential client may choose a seat near the door and within view of it if that feels most comfortable for them.

Restore Director Anne and Case Manager Emily before meeting with an applicant for an interview.

The team lays out snacks, drinks, paper, pens, markers, and fidget toys to create an environment that feels welcoming, safe, and relational rather than transactional.

To help establish comfort and connection, the interview begins with a Restore activity tailored to the client’s potential needs or disabilities, informed by previous conversations and their application.

This activity serves several purposes at once:

• Creating a safe therapeutic moment and opportunity for connection

• Allowing Case Management to assess the client’s willingness to engage in curiosity and self-discovery

• Giving Restore insight into possible disabilities or additional support needs

  
  

This Restore activity typically lasts about 15 minutes before transitioning into a conversation about the applicant's application.

Because Emily has already had multiple touchpoints with the client leading up to this meeting, the interview itself is intentionally conversational and relational. Applicants are encouraged to ask questions about Red Oak Hope and the program throughout the conversation.

The interview process generally lasts around two hours. At the close of the interview, our team informs the client that the Direct Service Team (DST) will meet to discuss next steps and that they can expect to hear back within a week with a decision.

Moving Forward to Moving In

Direct Service Team meeting to discuss the applicant's application and interview.

Following the interview, the DST meets to discuss the interview and check the applicants' references. If the team believes the applicant is a good fit for the program, Emily calls the applicant to offer them a room and a spot in our program.

Depending on the client’s situation, Emily may continue working closely with them leading up to move-in, helping coordinate travel, navigate current housing situations, secure documentation, or address other practical needs.

During this transition period, our Residential Support Coordinator, Heidi, begins preparing for the client’s arrival. Over the phone, Heidi introduces herself, explains what move-in day will look like, and asks simple but meaningful questions, such as the client’s favorite color and foods.

Although she takes each client on a large grocery trip during their first week in the program, she wants move-in day itself to feel as easy and welcoming as possible. When the client arrives, their favorite snacks and foods are already waiting for them. For our most recent move-in, Heidi prepared her homemade spaghetti and meatballs (the client's favorite meal) to heat up for the client upon her arrival after a long day of travel.

Decorating the client's room with new personalized items based on the client's preference.

With the help of our incredible volunteers, the client's room has already been cleaned and furnished, ready for Heidi to decorate. Once the Direct Service Team determines which room will best fit the client’s needs, she shops for personalized items, including pillows, sheets, comforters, towels, and curtains, all chosen in colors the client has shared they enjoy.

She also ensures the room is stocked with everyday necessities so the client can comfortably settle in on day one, from hangers and a new shower curtain to a toothbrush and toothpaste. Once everything is prepared, Heidi sends the client a video tour of their room so they can begin to envision the space as their own before they arrive.

Move-In Day

And then… it’s move-in day!

The DST either picks the client up or welcomes them to the property that morning. From there, it becomes an all-hands-on-deck effort to help them unload and settle into their new space.

Move-In Day Checklist.

Once everything has been moved in, the Red Oak staff shares lunch with the client in the living room, and if a local advocate or partner has been supporting the client as well, they are invited too! The meal is chosen by the client and is intended to create space for conversation, relationship-building, and a sense of safety and belonging from the very beginning.

After lunch, the client meets with Emily for their first case management session to review the Move-In Day Checklist. This includes practical items such as receiving their room key, learning about the property, and setting up their schedule for the first few days.

Following this meeting, the client has the rest of the day to rest, unpack, and settle in.

While there is a great deal of preparation leading up to this moment, move-in day is still only the beginning: day one of walking alongside each client on their path toward healing, restoration, and hope.