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Feature story <strong>Issue</strong> 01 / 2011 Wintalyka In the centre: setting the scene Sue Atkins Picture this. An older woman walks into a small clubhouse to attend a lunch club for the first time. The room is a bit chilly, has slightly dull lighting and is extremely quiet. A few people are sitting around quietly chatting. She stands at the door unsure what to do, no one approaches her, she becomes anxious and really just wants to turn around and leave. This is a scenario we never want to have at our centres, but it actually happens. Think about when you go out to a cafe or a social gathering. What attracts you to your surroundings? Is the light, the smell, the colours or the atmosphere? Is the fact that someone greeted you as soon as you entered the room? Most people make up their mind within the first minutes of entering a new space whether they like it or feel comfortable, or want to be in that space. There is nothing more important in centres than setting the scene. Making people welcome, and giving people a place to be. This is 16 www.nswmealsonwheels.org.au
Wintalyka <strong>Issue</strong> 01 / 2011 Feature story the essential process of social inclusion. The first steps into a centre can be very daunting for clients, especially if approaching it alone, or if they are socially isolated and not used to going out by themselves. The process can be more difficult for women, or for people who relocate to a new area and don’t know anyone. Many people feel uncomfortable walking into a new place, unknown territory. This article is aimed at services that have their own premises, but you can still set a scene in a non owned premise or public place like a club. Let’s talk about setting the scene – what’s important? Tip No1 Put your brightest, happiest person out front, just like a restaurant would. There is nothing better than being welcomed and guided. Make sure clients feel comfortable, know the procedure, and get introduced to others. As a worker what would you do to make their first steps much easier? How would a staff member or volunteer assist a new person ‘fit in’? By being near the entrance, ready to greet and helping clients acclimatise to the new surrounding and new people is an essential part of the process. Imagine how different our potential client will feel if greeted by a happy smiling reassuring team member who encourages them to stay and introduces them to the centre. Tip No 2 Make your centre inviting. Heat it, cool it, light it and make it accessible. Have comfortable seats or cushions, a mixture of seating arrangements and uncluttered walkways. Use colour – tablecloths, flowers, cushions, paint or curtains. Avoid what one client told me “it’s all institution colours” Tip No 3 Make it sound and smell good. Smell is a major sense and entering a centre that is fresh and appealing is most important. Good food smells, room vaporizers and flowers are all terrific. Soft music, appropriate to clients can make a huge difference playing in the background, it “fills up” a centre and can make entering far less awkward. All staff members and volunteers undergo an induction process; they get an orientation kit. But do you do this for your clients? There needs to be an induction process for clients, and acceptance of their new environment. Think about it, this is a normal process. Make a small booklet giving information on times, address, contact details, cost, types of activities available, outings, toilet facilities, food available and a broad profile of other clients. Different cultures have different customs. Be aware of the process of receiving and accepting social invitations in the cultures you are providing services for. A flyer might not attract a potential client; going to a place uninvited may not be acceptable. Use appropriate music, decorations and colours. For mobile centres, take a box of tricks with you. A portable CD player, some bright tablecloths, table decorations or flowers. Allow a little extra time to set up and create a space. Remember there is no substitute for a smile and a genuine ‘welcome’. www.nswmealsonwheels.org.au 17
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