Homeless Austinites report conditions improving at shelters

Results from a recent client survey indicate that the new operator of the Austin Resource Center for the Homeless is making progress in efforts to turn around the downtown men’s shelter.

The December survey of ARCH and Southbridge shelter residents found that strong majorities feel safe, that their needs are being met, and that staff members are responsive and respectful while providing services. The city’s Downtown Commission heard the results from Austin Public Health during a presentation on the ARCH and its new operator’s progress at the commission’s regular meeting on Feb. 15.

Urban Alchemy took over operations of ARCH in October after the city ended its longtime contract with Front Steps. Urban Alchemy was the sole bidder on the city’s contract, and therefore won despite concerns surrounding its experience, as well as complaints from homeless clients about its operations in California.

The surveys were conducted in person via tablets and paper surveys and online via Google Forms. Respondents include 74 ARCH clients and 65 residents of Southbridge. The surveys will be conducted quarterly to monitor client satisfaction with the new California-based service provider.

Seventy-seven percent of ARCH client respondents and 91 percent of Southbridge respondents indicated they feel safe at the shelter. Eighty-one percent of ARCH clients reported their basic needs were being met at the shelter, compared to 91 percent of Southbridge respondents.

Asked whether staff members were pointing them in the direction of housing, 65 percent of ARCH respondents and 72 percent of Southbridge respondents agreed that was the case. More than 88 percent of respondents in each facility report that the staff was treating them with respect, kindness and professionalism.

Akeshia Johnson Smothers, a program manager for Austin Public Health, explained that due to the starting date of the Urban Alchemy contract, the first quarterly report from the new operator isn’t yet available. However, Austin Public Health is meeting with Urban Alchemy by phone biweekly and the service provider has proven “very receptive” to collaboration with the city.

“Based on those calls, I really think we are transitioning into a different direction,” Johnson Smothers said, adding that Urban Alchemy has thus far heeded most of the city’s recommendations regarding operations and has expressed a willingness to partner with the city on emergency response.

“I haven’t gotten the data; however, just this input that I’ve been getting, from business partners as well, and as you can see from the survey, we’ve been getting really positive outcomes from the services that they have been rendering since Oct. 1,” she said.

In December, the Downtown Austin Alliance similarly praised the “transformation” of the ARCH, in particular Urban Alchemy’s efforts to power-wash and keep the exterior of the building clean.

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