I rated higher primarily because of Shani. After a 4-hour wait, I was properly helped and she made everything feel worth it in the end.
I'm making suggestions, because so much frustration from guests and employees can be avoided with a bit of stimulation.
Family Room: Is there one? A separate area that brings comfort & relief to parents and children. They can have toys and a kids show playing on a tv, make noise and run around freely. I don't ever mind kids being kids, but I know not everyone can sit through 4 hours of it. Mostly because there isn't anything there to help the parents, and the ones that have to bring their kids in the first place are in a tough spot in their personal lives. It feels cruel to not have a space for them.
People are also antsy/impatient because:
1. There's 0 stimulation -- There should be a tv in the waiting area.
2. There's 0 way to tell if you're next, if it's almost your turn, if it's okay to leave during the 3/4 hours waits -- There should be a screen, or text message system telling us who is up next. Even if we individually have pieces of paper with chronological numbers, it'd give us insight on when we'll be up. I'm sure it's not fun when people go to the desk multiple times asking "how much longer".
3. There's 0 food/drink inside the place -- People get hangry, thirsty, need caffeine, something. The ones that wait for hours are nervous to go next door because what if their name is called while they're out? The ones that have waited for hours are also the ones that wok up at the crack of dawn, and need energy/a snack to get them by. Have a vending machine or two.
I understand being short staffed. Been there. But please make it easier on the ones ACTUALLY showing up for work. Make it easier for people there to seek help, everyone is going through a lot already.
There's multiple security guards, to protect people inside. Avoid having trouble come through the doors. And to make sure nothing escalates inside. But if you, ya know, make it a smoother place to be people aren't going to bite each other's heads off as often.
This is truly unacceptable. I hope things improve. Thank you, Shani! I would not have been as collected if I had a negative experience in her office after these awful conditions.
p.s. i'm sure even having things donated would work out fine, there's people that would gladly donate kids toys or stuff for a food pantry read more