In February, the Department of Social Services opened its doors at 300 E. Franklin Street. The building is now the primary location for Social Services. Southside Plaza will continue to offer application support and basic customer service, but the Marshall Street location is completely closed. 

The opening was years in the making. “The vision for a new location predates identifying 300 E. Franklin as our new space,” says Kelley Brown, the Trauma-Informed Care and Resilience Manager for DSS. “We’ve spent the last 2 to 3 years convening employee-led workgroups to ensure that all aspects of our relocation were informed by employee feedback, with client service at the center. [Director] Shunda Giles encouraged us to vision and dream big in terms of what the best solutions to our physical space needs and challenges were.” 

DSS staff conducted field visits to other spaces, researched best practices, and were closely involved in the planning and design process. Executive Assistant Linda Durant sums it up: “It has definitely been a very long journey.” Kelley and Linda share some of their favorite things about the new space:  

• The entrance is designed to feel welcoming . “The light and brightness of the space really make a difference, coming in and seeing our navigators right away creates a welcoming feeling.” Linda says. “DSS meets people in the most vulnerable points of their lives, and they might not be feeling good about the reason they’re here. When you come in and see a space that is thoughtful, open and bright it helps restore a sense of dignity; it helps people feel a little better about the reason they’re here. Our staff works hard to be welcoming and engaging. We want it to feel like a no judgment zone, where everyone is treated with the respect they deserve.” Kelley adds that the new layout is about efficiency in addition to warmth. The new set up helps the customer service process move more quickly!
• The visitation suite was designed to feel safe, warm, and welcoming for children and families. Kelley explains that DSS uses that suite for visitation and child welfare-related team meetings. “From a layout standpoint, that suite supports positive family connections and trauma-sensitive interactions,” she says. “And they’re really playful and inviting—we were able to work with designers to add touches that are child and youth-centered. Shunda’s vision was for some of the rooms in the suite to feel more like a living room, and less like a conference room, which enhances the visitation experience.”
• The space treats both clients and staff with dignity. Kelley is proud of the “staff-focused self-care spaces,” like wellness rooms where staff can attend to physical needs that crop up throughout the workday, including lactation-related needs. Staff also have access to Resilience Rooms, which are designed to support employee mental and emotional well-being in the workplace.
• It’s a testament to DSS leadership and philosophy. Kelley praises Shunda Giles for her vision and effort. “Our Director worked day in and day out to make this happen. She advocated for the needs of our clients and the department at every step of the process.” And because of Shunda’s vision, the move isn’t just about short-term change. “It’s cementing the vision that Shunda came to the department with: Build to Last. It’s not just about the building, it’s a promise. A promise to serve with compassion and to create an environment where everyone is respected, supported, and empowered to thrive.” 

Kelley and Linda encourage all residents to learn more about Social Services. “We can never anticipate when we ourselves or someone we know might need the support of a safety net, whether we’re raising a family, encounter adversities that impact our basic needs, or as we’re aging. We all need to know what DSS offers, both for ourselves and for others,” Kelley says. Explore more at the Department of Social Services webpage.