Many food pantries are familiar with the concept of referring their clients to other nonprofits that can help meet needs beyond food.
Brochures, business cards and flyers are among the mechanisms used to execute referrals, even though these methods often fall short in ensuring that clients actually follow through. More Than Food Consulting, sensing an opportunity to improve upon the typical referral, has introduced a universal guide to “warm referrals” – a personalized approach based on trust that’s expected to lead to more successful hand-offs.
Its “Referral Ready” online course debuted this week on the learning management system of Leah’s Pantry. The three-module course covers how pantries can build capacity to implement warm referrals, develop and find connections to potential community resources, and engage with guests compassionately.
“We know that food is often the tip of the iceberg, and there are many organizations that exist within a community,” said Katie Martin, CEO of More Than Food Consulting and author of Reinventing Food Banks and Pantries. “We want to make it easier for neighbors to take advantage of those community resources.”
Warm referrals may look different from pantry to pantry, but at the heart of these personalized handoffs is an aim to make programs, government services and community organizations less intimidating and more approachable for clients.
“Food is important and we want to meet that,” said Jessica Sanderson, a consultant at More Than Food Consulting and Associate Executive Director of Programs for Urban Alliance. “But pantries have an opportunity to go beyond just the food and provide support like warm referrals, coaching, and even classes or educational opportunities because they have the relationship and proximity to neighbors.”
Gunnison Country Food Pantry in Colorado is easing into warm referrals with the help of a Community Coordinator, who was hired to speak with guests, understand their needs and find tangible ways to help. Through the Community Coordinator position, the pantry aims to have a friendly, approachable staff member on hand to guide the referral process.
While tabled events where representatives from local organizations and government agencies co-locate under one roof are helpful for clients, “what is really valuable is having a person who our guests are familiar with, who they have a rapport with – not someone new sitting in a suit and tie trying to talk to them about their really intimate financial situation,” said Jodi Payne, Executive Director at Gunnison Country Food Pantry.
Under the guidance of More Than Food Consulting, the food pantry adopted a community-first perspective, leading to significant and positive changes. For instance, after noticing how many Gunnison County locals were piling up hospital bills, the Community Coordinator helped enroll eligible clients into a little-known financial aid program that covers medical costs.
“I think they’ve really helped us think hard about, ‘Are you involving and including the folks that you serve into this process, first and foremost?’ said Payne, referring to More Than Food Consulting. “And that’s very much a pillar of the work that they do, and that you do it in collaboration with your clientele.”
Data collection is another important component to warm referrals. At Pa.-based Lebanon County Christian Ministries, guests are asked during the intake process about their demographics, household size, income and expenses, giving staff a concrete understanding of the common issues clients face. The top three resources most in demand include housing, employment, and clothing/furniture.
At the heart of the pantry’s warm referrals and its other coaching programs is an intention to boost self-sufficiency for guests. “We’re trying to create an environment that’s empowering, encouraging, loving and warm,” said Bryan Smith, Executive Director. “And part of that has to be like, ‘There’s more out there than just this resource, and we want you to go do that so that you don’t need to keep coming back here.’”
Martin noted the value of an online program to meet growing interest around the country in consultative work that goes beyond food. “Offering an online program we feel is important to reach a broad audience and so that people can learn at their own pace,” she said.
Along with the course materials are tools for motivational interviewing, practical action steps, printable resources, and information on the federal referral program. For one individual learner, the three-hour, asynchronous course costs $100. Pantries can buy “Referral Ready” for up to 10 learners for $500. Another option is a $1,000 package for up to 15 learners, which includes individualized technical support and a network of peer learning with other pantries enrolled in the course. – Gabriela Flores
Gabriela Flores is a graduate student at the Craig Newmark Graduate School of Journalism at CUNY. She is interning at Food Bank News for the summer and has previously reported for Mott Haven Herald, The Rockaway Wave, City Limits and Queens Daily Eagle.
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