This is part of a series that highlights the work of those who stepped up to help others during the difficult days of 2020. To read other articles in the series go to theday.com/brightlights2020.

On a cold, overcast Wednesday afternoon on the grounds at the Homeless Hospitality Center in New London, employees and volunteers were using two-wheelers to distribute supplies and contributions to appropriate departments within the facility's two-building campus. A transport van was leaving the parking lot, taking guests to various medical or permanent shelter appointments.

Inside the facility was also busy. Along with the routine, 24/7 activities required to keep the place running, it was time for one of the ongoing series of thrice-weekly COVID-19 tests for personnel and residents. At that moment, three of the center's workers were in quarantine after being exposed to someone with the coronavirus.

Oh, and a blizzard was scheduled to arrive in a few hours, heightening the sense of energy and purpose throughout the property. It's as though the storm was officially announcing the dawn of winter, when the agency relies on additional shelter space from New London's All Souls Unitarian Universalist Congregation.

"We have 35 beds and they're always full," said Catherine Zall, executive director of the center. "Our core mission is to meet the emergency needs of people experiencing homelessness. I think it's important to acknowledge that I have the ability to go or stay at home — and we need to keep highlighting those who don't have that option. Shelters — and the people who work for us — can't shut down any more than a hospital can, or police or fire departments."

They're essential

"Homelessness workers are essential workers and I'm not sure they're recognized for that," said Kate Griffith, shelter manager at Homeless Hospitality Center. "We're so blessed to have the staff we have here. From the start of the virus, the goal was to keep staff and residents safe, and we've gotten really good at taking care of one another. We have about 20 front-line workers, and they're constantly juggling resources between case working and cleaning rooms and so much more — and maybe taking care of their own families. Some of our staff have been here as long as 13 years. That says a lot."

In addition to Griffith, front-line personnel at the Homeless Hospitality Center include Barbara Montrose, Alexis Mootry, Andy Nobles, William Cancel, Russell Robinson, Barbara Perkins, Celida Baez, Lania Harris, Coleman Wallace, David Young, Marita Johnson, Lisa Russo, Malik Correia, Mark McQuillar, Rachael Perkins, Seretta Stilley, Mark Peake, Don Morris, Rana Hamlin and Tori Bulted.

A homeless shelter is a complex network of ebb and flow rhythms: the gathering and allocation of resources, the distinct qualities and situations of each guest, and efforts to not only house the needy but help them return to society. There is an absolute reliance on teamwork and cooperation between staff and the residents, and the front-line folks, who respectively focus on or specialize in one or more duties, are all adept at jumping in anywhere in the constantly evolving environment.

"We work very hard," Zall said. "At least half the people who work with us have experienced homelessness. Some have criminal backgrounds. But all of them care and it's tough work. It doesn't pay as much as it should. Generally, they're paid $13 to $15 an hour for amazing work. We're trying to make it better but, ultimately, the people who work with us do so because they believe in it and want to give back."

Not about money

"Not a single person who works at the shelter does it for the money. Not a single one. There's some compensation because we have to live, but that's not why we're here," said Tori Bulted, a five-year front-line veteran at the shelter. She became familiar with the facility through interaction while working as a church secretary. "I was really shocked to learn of the lack of services available for the very mentally ill. I didn't expect that in society. I thought it would be people experiencing hard times — and that's a big part of it and of course they need help — but there's much more to what we do. It's heartbreaking and it's why I'm here. That's why all of us are here."

A typical work week for Bulted and her front-line colleagues might include one-on-one meetings to help procure permanent housing for an individual transitioning back to society; or taking guests for treatment; finding a bus ticket home for someone; overseeing virus quarantine areas and arranging for places to send a guest if he or she tests positive; or anything else that needs doing at any time.

There are almost 20 departments at the HHC that keep things going, and though many are staffed by only one person, all are essential. They range from the administrative to such areas as coordinated access for new people experiencing homelessness, to health services and the mental health waiver program.

"There are 1,001 scenarios and a lot of them you can't plan for," Bulted said. "We just roll with it and you learn to trust and rely on the teamwork. It's amazing what we can come up with. It's really stressful, but you know what? That's what I love about it. We're helping people change their lives and ultimately that's very empowering."

Year of the plague

Since March, front-line workers across the public service and health sectors have responded in myth-making fashion, and those working in shelters are similarly heroic. The transient nature of shelter guests is something that adds to the sense of cautiousness and awareness — not just because of the interactive nature of the work but because, at the end of their shifts, the shelter workers return to their own homes and families knowing the tricky and insidious nature of the virus.

"This year, with COVID has been particularly demanding on the shelter staff," Zall said. "They are constantly meeting individuals who are experiencing homelessness. They're here every day in PPE (personal protective equipment), cleaning and interacting or maybe driving a revolving number of guests ... what they do is amazing. ALL of our people deserve recognition, but we have about 10 people on our (front-line) staff and their efforts throughout this have been just outstanding."

"Things do not always go smoothly," Griffith said. "That's part of the job. There is always a small percentage of guests who have mental health issues, or maybe someone who's been experiencing abuse, or is maybe intoxicated. But you can clearly see the danger in those situations. With COVID and asymptomatic carriers, you don't know. That weighs heavily when our staff members come on for their shifts because later they have to go home to children or elderly parents who have health issues." She paused, thinking. "What's also important is: the guests get it. We're all scared and there's repetitive testing and protocol, but our guests rarely complain and are appreciative. Hardly anyone bucks the system because they realize we're working FOR them."

Lania Harris of New London is one of those full time on the HHC front lines. She acknowledges the additional level of concern about the virus. "The first thing I noticed was that the volunteers — who obviously don't have to be here — kept showing up anyway," she said. "That tells you something about our commitment. We care. The whole team cares. We want our guests to know we're here for them, that we're going to get them through this. Yes, the virus is scary, but I honestly feel we're all doing a great job. We take care of our guests and each other. In a big way, I feel blessed to do this. There's a whole shelter culture; a culture world that's about commitment and we all thrive in that."

Harris has a background in working with the disabled and grew up in a house with her elderly grandmother. Of those experiences, she said, "I just really enjoyed getting to know them all and seeing their progress. Sometimes the elderly or disabled are seen only through one perspective and there's so much more. Working with them gave me joy. I realized early on that I love talking to people. And when I saw an ad with a job description for (the Homeless Hospitality Center), I told my mom, 'I can do that. I WANT to do that.' And I'm gratified now more than ever." 

Bulted agreed and expressed hope for societal awareness of their mission. "What we do is important," she said. "We're dealing with the pandemic, too. We get people that no one wants, and it's heartbreaking. This is a bad illness and people are out there in the cold and vulnerable and we do our best to take care of all of them. We are so appreciative of those who remember us and help out, particularly at the holidays, but it's a year-round struggle to have the resources to help people change their lives. We can't do it for them; they have to do it. But we're here to help get them in the driver's seat."

In appreciation of their work, a fund has been established to help support the front-line workers at New London's Homeless Hospitality Center. Donations can be made at bit.ly/HHCfrontline.

r.koster@theday.com