I recently had a food pantry visitor tell me, “It’s embarrassing enough to be here, but you are so welcoming and friendly that it makes it better.” We can’t take away the need to use emergency food services, but there are many things we can do to make it as positive an experience as possible.
Even though the worst impacts of the pandemic lockdown are (hopefully!) behind us, hunger remains a serious problem for many Americans. Inflation, supply chain interruptions, and cuts to SNAP benefits make finding affordable and appropriate groceries more and more complicated. This means that individuals and families who have never previously needed help are finding themselves lined up outside of their local food pantry.
Getting your groceries at a food pantry for the first time can be overwhelming and intimidating. It’s a scary and humbling place to be, and it’s important to prioritize the humanity of this experience.
I’m going to share the techniques we use to ensure that our clients feel welcome and respected on their first visit and help know they are welcome to come back as long as they need our assistance. Although this may look like a simple list of changes to make, successful implementation depends on a genuine belief that everyone deserves to eat which will be entirely determined by the mindset and culture of your food pantry.
Help your clients feel seen.
Find your bubbliest volunteers and put them in charge of making sure every client is personally welcomed to the pantry. I am that person at my pantry, and I keep up a near-constant stream of chatter with whomever is in earshot. I reflect on the weather, eggplant recipes, and how I’m so excited about the latest delivery of sweet potatoes. If you have regular volunteers, help them learn client names so that they can welcome them on repeat visits. If you can remember their food preferences, or the story they told you about their child the other day, it feels so much more welcoming and comfortable.
Make check-in as simple as possible.
Food pantries have lots of reporting responsibilities, which can lead to an excess of bureaucratic processes. See if you can reduce the amount of data you gather. Evaluate what you REALLY need to know about your clients, and what you might have fallen into the habit of gathering for other reasons.
Don’t let your language get too clinical or formal.
Ask for their birthday instead of their date of birth. Don’t talk about their “eligibility” to get food- you’re going to get them food! Be as casual and carefree as you can about processing whatever intake information you need. You never want people to worry that they won’t receive food due to administrative complications.
Let clients make their own choices.
Food choice is important. Everyone knows their own needs best. I certainly would not be comfortable with someone making my grocery decisions for me! Letting shoppers decide what and how much food they need is empowering and dignified. Not everyone likes or eats the same food- so make your pantry reflect this. If you have the capacity, get rid of limits. Data shows that no-limit pantries actually often give away less food, since they increase client confidence that there will be more food on their next visit and reduce waste by letting clients target their specific needs.
Prioritize abundance.
Let clients know what items you have in plenty. Even if it’s something not everyone eats, let them know that you’re swimming in water chestnuts and tell them they should grab a few cans.
Don’t focus on what foods are running low; prioritizing abundance helps your clients develop confidence that you have what they need. It also naturally encourages people to take the appropriate amount for them rather than hoarding or being too frugal.
Celebrate when someone gets lots of food.
You should be proud you had the items that families needed to feel secure! Make check-out as easy as possible, so that no one feels guilty about the amount of food they take. Focus on the fact that you made sure they won’t go hungry tonight.
No one wants to get their food from a food pantry, and far too many people go hungry rather than risk the humiliation they anticipate. Surprise them, and food pantries will see happier clients, greater volunteer satisfaction since they can focus on helping people, and help you explore your next opportunities for building the best, most well-respected food pantry in your community.
Reintroducing justice and dignity to the fight to end hunger 