Communication is Key

Despite having different titles and working in different organizations, the work I’ve done has involved purposeful listening and communicating effectively. Through practice and training, this has been a useful tool in the workplace. I found it important to also be willing to learn & adapt in a world that can change rapidly. One of the biggest skills in each job I’ve had is effectively communication across the spectrum.

Being able to communicate clearly is a key part in any work environment. Not just being able to “speak well,” being able to convey messages to others so there is mutual understanding. This is important on how it impacts how we get through the work day. No matter what position I’ve had, I find it important to speak in a way that doesn’t require useless verbiage. “Keeping it simple” works wonders. Not every conversation or email requires me to use “$100 words” when “$5 words” does the same without unnecessary confusion.

Within my roles working with the youth and in a mental health hospital there is plenty of communication on multiple levels. When someone wants a need met, I will repeat back what they want or their concern in my own words. This way they can clear up any miscommunication on my end. During a moment of stress or in a crisis they may not say exactly what they need to help them. Or in the message maybe mixed in the middle of an outburst. Getting to the root cause of an issue is the best way to solve it. Especially when the alternative is hands-on intervention. As a means of last resort, I always rather solve the problem with words first if possible.

I make having conversations that don’t center around treatments and a person’s disability is important to showing genuine interest in a person. My part in someone’s care is showing I am here to be of help and getting to know each person is important. I haven’t been everyone’s cup of tea or “favorite staff.” I have always been someone who will help out and a person to talk to. Building that bond helps us both get to a place where we feel comfortable with each other. I will get to know the patient/student on a personal level and gain insight on how best to help them in their journey. They on the other hand get to know me as a person who wants them to succeed and is willing to work with them. Even if there are times it’s not what they want or in situations the answer is a “no.”

In my Professional Field Experience course at Morgan State University, we discussed how maintaining a clear boundary at work is important to keep an environment professional. With the youth this was very necessary, especially with working with youth who had various mental and emotional health issues. Knowing their back stories, there was never a time when I wanted to abuse that information or put blame on them for situations they have no control over. Holding them accountable is important, it’s never appropriate to diminish them on a personal level.

With that in mind, as staff we have to make sure that in sharing ourselves to them, we do not over share. One thing you didn’t want to happen is for a youth to use what you said against you in a conversation or argument. Additionally, keeping conversations age appropriate. Teenagers always attempt to push the envelope with each other and the adults they are around. Because of the more informal nature of the work, it could be very easy to “joke around” and that becomes a situation that leads to more serious consequences.  Finally, when reaching out to the young people when they discuss their issues, we should never turn it into a moment to "trauma dump” on them with our past or current issues. We are here for them, even if we share similar problems and trials, the focus should always be on them.

My current role as Museum Safety Manager at Port Discovery Children’s Museum requires a lot of communication both in person to staff & guests and via email and telephone as well. When people call the Museum, either my staff or I are the first point of contact. It’s important to make the best first impression you can over the phone. One of my roles is to  create and format emergency procedures for the Museum. I do my best to present everything in a clear and consistent format to make everything easy to follow. This is followed up with training and emails so we are all on the same page. This is a tool that needs constant practice and at times learning new techniques. 

Within Port Discovery, I am found assisting with finding separated guests, giving parking pass discounts, and occasionally resolving personal issues around the museum. While rare, I fall back to my time at Sheppard Pratt in handling and resolving situations without any need of escalation. We have people who may linger in the parking lot or smoke various substances near our entrance. Being able to calm in each situation and ask them to move along without vilifying them or coming off aggressive has served me well. When we have medical emergencies, keeping a level head while accessing the scene and addressing the problem is again a useful trait from Sheppard Pratt I am thankful to have in my back pocket. We are a much better society with great communication and being as fair as possible to each other.

Different but the Same

The work was never easy at Sheppard Pratt and some youth gave us a greater challenge than others. Using the strategy of “treat everyone the same, but differently,” my coworkers and I were able to be as therapeutic as possible. Building trust and meeting the youth in the space they are in, we were able to build a connection with them. Relationships we built with the youth were a key part of their success and helped them reach goals of leaving the RTC. 

When I approach anyone, my goal is to be my authentic self. Youth entering the RTC are coming from a wide range of backgrounds and with any number of situations going on. When you have a young person who is arriving via the Department of Juvenile Services, they may see the RTC as another “locked door” or a way to get back to the community and home. Assuming each youth is a hardened criminal because they come via DJS, or any of them for that matter, is a quick way to set your relationship back before it even begins.

Instead of treating the youth as if they are coming into the program to cause mayhem, I don’t want to make assumptions about them. It starts with greeting everyone warmly and with an even tone. Knowing that looking a person in the eyes, especially someone they just met and someone who could be a potential adversary, is difficult, I don’t take it personally.. Being a physically imposing person in size I don’t go out my way to make myself larger or intimidating. That sends the signal internally to them they should fear my presence. As a person whose job it was to defuse crisis situations before they happened, I want to be seen as a person who is here to help and not harm.

Way before taking the Introduction to Critical Thinking, we had training and attended various workshops on applying facts when working with the population we were trusted with. We handled situations that may seem unreasonable or irrational normally. To make sense of them and working with a youth in crisis or on the verge of one, I relied on clear facts and observations at the moment. Being able to trace the steps let me guide the resident to see where there might have been problems with their behavior or where the misunderstanding started.

I made sure to apply this in ways each young person would understand. For those who were higher functioning, I could take the time to break down the situation and move step-by-step in great detail. Meanwhile those who weren’t I made sure they were able to get what I was saying without insulting their intelligence. The best part was teaching them how to do this analyzing and self-reflection without the need of staff’s direction. This mastery allows them to move freely and gets them closer to discharge of the program and living the life they want.

This doesn’t mean I won’t keep myself ready for what may happen. Because of the population I worked with, I know a smile two minutes ago doesn’t mean things can’t turn south quickly at the third. We are trained to deal with any number of scenarios and still find ourselves saying, “Well, that’s new.” Being in a constant state of “ready” can  lead to burnout. We balance that by taking space and time to unwind. When it appears you are always ready for a physical or verbal confrontation, it sends a sign to the youth that we want conflict and rather be physical than therapeutic. That is not what I want to be to them or be for myself.

“Differently but the same” played a huge part in my interactions with youth on the Autism spectrum. As the name implies, Autism is not just one type of condition but can be many different types and play out differently depending on the person. Working with this population, I handled things differently than someone not on the spectrum. The rules of the program and the classroom applied to them the same for their peers. However I may have a specialized treatment program for one student and for another it may be giving one direction at a time instead of a list of things to do. “Can you pick up the trash in your room” will work better than, “I need this room cleaned up.” After the trash is up, then I can move to the next direction.

Using this method outside of just with the youth has changed and helped my interactions with coworkers and people I supervise as well. Being able to adjust and pivot how I work with others lets me play on people’s strengths. I have an employee who does well with positive motivation and asks many questions, often wanting verification on work protocols. Giving them space to speak has opened up lines of communications so we can work better as a team. Because I don’t shut them down for “asking too many questions,” I give them the confidence to do their job at a high level. My other employee is quite the opposite, they don't ask many questions after getting the directions the first time. And like the first example, they are very good at their job. Because I know who they operate, I don’t worry if they know how to do their job well. 

Using the “different but the same” idea, I am able to help others to be at their best. It allows people to be themselves without having to fit in a box to get their needs met. It’s a win-win for everyone. Now more than ever, we should be willing to reach people in the moment and space they are in.

Meet Them Where They Are

Long before I worked with young people, I remember hearing the phrase “meet them where they are.” One time I vividly remember it was from an English teacher explaining how great writers and speakers reach their audiences. Before and since then I would hear this when people were talking about reaching and teaching people. Since then I’ve found this philosophy works well with working with young people as a way of getting to know them and helping meet their needs.

The point of being at Sheppard Pratt is to come get help and leave going home or back into the community. There is a process to coming into the program and leaving, different expectations have to be met and goals are in place to serve as benchmarks. It is completely unrealistic to believe people coming in seeking help are “there” already. This is why we come in ready for them as they are and help them move forward.

The goal wasn’t to “fix” anyone, I was there to help. Many times people look at this kind of work as “fixing a person” or “solving their problem.” I didn’t look at anyone as “broken,” and I’ve had some serious cases and moments when my faith was tested, I used the insight of years of experience, thoughtful training, and guidance from senior staff to see each person as an individual who had their own needs and should be treated, “the same, but differently.

I have been able to develop lengthy and personal, while professional, connections with the youth and patients by meeting them where they are at that moment of time. By allowing us time and space to get to know each other and meeting them first where they are, I was able to develop quality care for their personal journey. When working with a vulnerable population, it is extremely important they understand you are there for them. I found that my interpersonal connections helped avoid restraints and we found other ways to handle crisis moments.

Something as easy as finding out what their favorite sports team is, favorite type of music, and general conversation outside of treatment plans and "therapeutic talk” goes a long way to set up a meaningful connection. Working with young people I made sure to center them and their interests as topics. This would lead to many, “Oh you old” or “You are old-school” moments. And that was fine by me. Had I attempted to relate to some of their interests at my age, I would seem ingenuine or me lacking a level of maturity for my role. And for those things I could bond with, like mutual love of videogames, films, comics, or film, my age and experience gives a different viewpoint from theirs.

Along with meeting them at their present moment, I also have to make sure that I am checking any biases that I may have. For example I have often had young people dismiss my “old school” music or phrases I use. It would be wrong of me to assume to use what they listen or how they express themselves as a measure of their intelligence. The same way that I had adults who accepted me as I was as a teenager and did not believe I was “lesser than” for not being where they were, it is my time as an adult to continue the circle.

This goes back to conversations had in the Professional Field Experience course. When speaking with people, it doesn’t make sense to speak “above people.” Meaning, using words and phrases that only you will get or only serves to show how much you know. I like to address people comfortably in whatever will best help them. I could use the SAT words that look great in academia with middle schoolers. It won’t allow me to connect with them and assist us moving forward. I would rather use my “old school words” that they are familiar with and allow us to build than even putting them in a situation where they feel intellectually insecure. 

In a Digital Storytelling class I took at another school, I had an assignment to create a story for others. With my love of superheroes and comic books, this was a project I leapt into with a lot of passion. I went back to when I first started reading comic books, the titles weren’t “mature” in the way we often think with graphic violence or adult situations. However they had a level of maturity that a 10 year old could enjoy without ever feeling I was being talked down to. I reflected on this when I did my assignment, remembering the early “Uncanny X-Men” stories that mirrored the real world bias of Black people and others in marginalized communities. When I think about it, this was the start of me understanding how to reach people.

Meeting people where they are should be used anytime you want to connect with people. At work I could very easily talk about safety and security issues using certain terms that only professionals may know. It would be a great way to show off my vocabulary and set myself apart from my coworkers. And it’s also true I would fail to reach them on a tangible level and may even distance myself when I should be doing the opposite. There is a time and place for everything. When it’s time to strengthen bonds with others, we should build bridges and not create distance. Additionally, one of the benefits of this was making a safe environment for everyone.

Safety in the Workplace

When I took on the role of Museum Safety Manager in 2023, I felt a great weight on my shoulders. Yet it wasn't uncomfortable. It is a great responsibility, I am the point person for the security of Baltimore’s Children’s Museum. Each person that walks through the doors, the children, parents, & caregivers, look to my team and I to provide a safe space for fun times. It is a lot of work and moving pieces to make this happen. I feel comfortable knowing we provide this for our guests.

“An ounce of prevention is worth a pound of cure” is not just great advice for one’s health. I can’t prepare for every situation, I do make sure the Museum is at its best for what may happen. Making sure the staff is trained in things like first aid, active shooter, and “Stop the Bleed” training are ways to have employees ready for various emergencies. I created a packed dubbed “Hot Sheets” that covers all our emergency scenarios. From fire evacuations and earthquakes to what staff should do in case we have a separated child to first aid, it is vital we are all on the same page when it is time to move into action. 

Speaking of first aid, another one of my duties is to make sure we have all the first aid supplies ordered and ready to use if needed. Throughout the building there are first aid kits that remain stocked with supplies. With so many people that come through the doors, it’s important to be ready for any first aid needs. In the Introduction to Nutrition class, we discussed how the human body is able to handle many situations depending on the health of the person and the environment it’s around. When dealing with a health issue, something as small as a bottle of water could make a huge difference in how a situation can go. Being ready for things such as this is important to the safety of our guests and staff.

Just like my time at Sheppard Pratt, much of my job is heavy on interpersonal interactions. Each day I come across a wide range of people and navigate working with them and getting their needs met. Working with the youth, it is important that I am seen as a figure of authority & safety while being approachable as well. From my body language, tone, and my title (with my job title being “Safety” versus “security”), I am here to be a welcoming presence and watchful eye for our guests and staff.

Having a strong comfort with using technology is vital to my work. As we learned in the Intro to Computing course, we are surrounded by computers and they are vital in our jobs and navigate in our day-to-day lives at work. When not watching the cameras, I am sending emails and reports using the office desktops. Each month I review the AED machine to make sure it’s ready if needed. Even my personal smartphone has uses. I can check work email as needed when away from the office and stay in communication with my staff via text messaging/phone calls. And we always carry our radios with us at work so we can assist in anything that needs our attention.

When I am credited for any accomplishments at work, I first credit my small team. With these ladies and gentlemen, I would not be able to be at my best. As their team lead, it is my responsibility to make sure they have all the resources and tools at their disposal to be successful. Beyond any physical tools for the job, I have to make sure that their training for the tasks are adequate as well. Things like operating the closed circuit television camera system, what our roles are in emergencies, radio protocol, and more are part of my duties.

I believe in keeping work & home life separate, I don’t believe in being distant and cold towards my staff. I make it a point to get to know each person and remind them that if they need anything to let me know. Also, as parents I believe that your family is important and if needed, take care of them first. “The building will be still here” is one of my favorite quotes.

These four examples of communication have helped me greatly in life and I’m a better employee, supervisor, and more than that, a better person for it.