At Volunteers of America–Greater New York, we meet individuals and families at some of the most challenging moments in their lives — whether they’re experiencing homelessness or facing its imminent threat. Each person comes to us with a unique story and a complex set of needs. Through our programs and services, we work to provide the support and resources they need to move forward and build a more stable future.
Social workers are a crucial part of this work and we’ve been steadily growing our team of social workers to better serve our clients. Their role is both broad and tailored to meet individual client needs, which is why it can be difficult to pinpoint a definition of what it is social workers do — but that’s also what makes them so valuable.
So, what exactly is a social worker?
Broadly speaking, social workers are trained professionals who help individuals, families, and communities navigate life’s challenges — from mental health and addiction to housing insecurity to elder care. They work in schools, hospitals, government agencies, and nonprofits like VOA-GNY, advocating for social justice and connecting people with the resources they need to thrive. Social workers are the bridge between people and the support systems that can change their lives.
Jonita Wooten-Michel, Director of Social Workers at VOA-GNY, oversees a team of social workers at our family shelters and women’s employment shelter. She describes their work as “providing compassionate, non-judgmental support that empowers people to regain stability, independence, and dignity in their lives.”
Jonita explains that VOA-GNY social workers tackle the root issues that cause homelessness.
“The roots of homelessness often lie in poverty and other complex factors,” she says.
With this framework in mind, what exactly do social workers at VOA-GNY do?
During an initial intake, social workers at VOA-GNY get to know a client’s personal history and life challenges. Based on what they observe, they can identify the unique needs of each person and make recommendations to help them achieve stability, with the ultimate goal of helping clients secure permanent housing.
Social workers at VOA-GNY may help clients with gaining employment, accessing healthcare, addressing mental health needs or substance use issues, and intervening in a crisis that involves domestic violence or medical emergencies.
For example, if a client is looking for employment, a social worker may refer them to a resume writing workshop, a local job fair, or Workforce1, a city-funded job search assistance program. A social worker can make sure a client has applied to benefits they are entitled to like food stamps, Medicaid, or Social Security.
While case managers can help clients connect to services like this too, social workers — additionally — can provide behavioral health support. Social workers are required to get a Master of Social Work and license to practice, which allows them to provide counseling and mental health assessments. They can determine if clients are struggling with PTSD, anxiety, depression, etc. and give a referral to a therapist or psychiatrist for further treatment.
Stephanie Lopera Guerrero, a social worker at one of our family shelters, has worked at VOA-GNY for seven years in different roles. She ensures each of her clients are progressing on their monthly treatment plans and following up on referrals she’s made.
“I feel like we dig deeper into the emotional needs of the client,” Stephanie says about social workers.
In addition, they can advocate for various social services on the client’s behalf. For example, Stephanie has a client who was granted a home health aide through a state agency but for only 19 hours a week. Based on staff observations and the client’s medical needs, Stephanie knew the client needed more hours of help. The client cannot bathe herself or keep up with cleaning her space.
As an advocate for the client, Stephanie called the agency and asked what the evaluation was based on and when her client could be reevaluated. The agency said they’d reevaluate her in 45 days, at which time Stephanie made sure to call the agency again to schedule the evaluation and ask follow-up questions.
“What advocacy looks like for me is asking the right questions to get the information you need to make the difference,” she says. “And just being persistent.”
Outside direct client services, social workers help improve policies and fight stigma that affect people experiencing homelessness. Our social workers provide critical insight to our public policy team to help shape recommendations on how to improve services for our clients. They have presented at conferences, testified before state and local representatives, and shared best practices with policy makers that informs legislation.
For Stephanie, she feels connected to her clients. She understands them because she’s experienced similar situations with her personal family. As a social worker, she wants to make a difference.
“To be a social worker, you have to care,” she says. “It has to come from within.”