Top Tips for Prioritizing Clients at Your Food Pantry

Food and hunger are deeply complex issues, and ones which carry a lot of emotional weight. Especially in America, there are strong cultural ideas about hunger that heavily influence how we view it and impact the policies we make to address it. Solutions crafted to end hunger are often ineffective because they address our assumptions rather than the reality.

Luckily, many food pantries have significant autonomy, which means they have the authority to make organization-level policies that address hunger as it is rather than how we feel about it. However, as small nonprofits that may not have a strong social justice foundation that depend upon volunteers to survive, there are just as many opportunities for food pantries to prioritize things other than hunger and the people we serve.

Every food pantry should aspire to be client centered. Client-centered food pantries focus on the needs and experience of the people seeking their services.

Although this may require a significant change in mindset, client-centered food pantries do better helping meet their shoppers’ needs, provide volunteers with more meaningful opportunities for service, and offer a more comfortable environment for everyone.

What are the characteristics of a client-centered food pantry?

• Services are designed to fit the needs of the clients rather than clients fitting into service model. That means that every pantry should be individualized. What works for one community may not work for another.
• Assume that the client knows their own needs best. If we are not living in their house with them, then it is impossible for us to judge what foods will best help them celebrate their culture, be healthy, and feel secure.

• Generosity. Food pantries should not just give clients enough food to fill their bellies- they should give enough to provide emotional security. A full kitchen provides a sense of security as well as many days’ worth of meals. No one walks away with too much food from a food pantry.
• Be open to criticism. Given the quality of food pantries generally receive, it is inevitable that a loaf of moldy bread occasionally makes its way to a client. A client-centered food pantry recognizes that no one likes being given food that’s gone bad and vows to do better. Even though mistakes are unavoidable, getting defensive only increases animosity and demeans the client.
• Who is the intended audience of the pantry’s public outreach efforts? Looking at websites and social media, do they target clients, volunteers, or donors? What information will these other demographics be deprived of if outreach efforts focus on clients, helping them access information about your services and resources? Probably very little.

• Close attention to the use of language. A volunteer once observed that she had never heard me say “no” to a client. If we do not have an item they need, I always try to offer an alternative, even if it isn’t very similar. This prioritizes a sense of abundance that helps our visitors feel like we have enough for everyone.
• Prioritize client needs. Although food pantries would not function without the community members who donate their time, it’s important to remember that our mission is to serve clients with the help of volunteers rather than using clients to provide volunteers with a meaningful experience. Ideally this is a mutually beneficial relationship, but it is easy for food pantries to emphasize volunteer needs over those of clients.

There has been a transition in the food banking world in the last decade. Food justice advocates are learning that the most effective way to end hunger is to engage with and empower those with lived experience.

Adopting a client-centered pantry model is more dignified for the user, allows the organization to build stronger relationships, and disseminates the idea that everyone deserves to eat good quality food, no matter what.

The opinions expressed here are solely my own and do not express the views or opinions of my employer.

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