By Marie-Christine Gauthier
Lowertown Community Resource Centre
You might think that working at reception at the Lowertown Community Resource Centre just involves answering calls, responding to emails and managing appointments, but I could write a novel about working there. The thing about it is that every day is different. Technically, the days all start off the same: unlock the doors at our offices at 40 Cobourg, unlock the grill around the reception desk, set up the laptops for public use, check phone messages and make a list of which staff are on site. Then, the day takes on a life of its own …
Being a receptionist at a community resource centre actually involves wearing many hats: technical trouble-shooter, problem solver, compassionate listener, stand-up comedian, traffic controller, resource navigator, translator and advocate. You get to help people in concrete ways.
Sometimes, it’s the small things, like looking up a number or address, printing off forms, or directing people to a resource. But often, it’s something bigger like translating a government letter into words that people actually understand or listening to someone who really needs to talk because they are lonely or having a really bad day (or week).
There are the stories that break your heart: people who are hungry and can’t access enough food for themselves or their children; the ones who can’t access stable housing or whose housing is inadequate or have problems like bedbugs or rats; the parents who can’t find resources for their disabled children. There are also the enquiries that are quirky: the person who asked for help with a haunting in their building; the client who wanted to set up a meeting with Stephen Harper, the Pope (not the current one, the one before him), and Barack Obama (when he was President); the caller who asks for the cinema show times for Fifty Shades of Grey.
You quickly develop the art of listening with intent and a straight face, no matter what people tell you. You also learn to listen for the more subtle meaning behind the initial request. It is often difficult for people to ask for the help they need; it can take time to get to the real issue. When they do, it is important to respond with respect, tact, discretion, and compassion.
I love working at reception because I really enjoy being around people. Over the years, I have developed relationships of trust with many residents. I know them from our kids attending the same schools, from running into them at the Lowertown pool or the Rideau library or the grocery store or at community meetings because I live in the area. But mostly, I get to know them from chatting with them while they wait to meet with one of our social workers or community organizers.
Being a receptionist is a bit like being a bartender; people tell you things. They tell me about their families, their work, their studies, and other things that are going on in their lives. We talk about health-care issues and resources for a child who is having problems at school. We trade folk remedies for minor ailments, and cooking tips.
Working as a receptionist at the Lowertown Community Resource Centre challenges my skills and my creativity on a daily basis. It gives me a sense that I am giving back to the community and making a difference. I consider myself privileged to do meaningful work, in my community, with people that I respect, for an organization whose mission and values I believe in.