Council Member Wilson questions DHS on de-escalation and trauma training

Moving on to Councilmember Wilson.

Thank you, Chair.

Hello, Commissioner.

From the testimony we heard in the first panel, there were many instances about conflicts that they're having with staff in the shelters.

So does DSS...

Have rules around de-escalation and sensitivity training for providers, staff, and how is that, how do you conduct oversight to ensure that those are happening?

Yes, and I mean, while my colleagues look up the actual numbers, perhaps, I mean, yes, we do have training and support for those very kinds of efforts.

And I think I testified, too, that we saw increases in those kinds of complaints.

So we're seeing it not just in hearing it, not just from the people who testified today, but seeing it across the board.

And it may be an area where we need to do more, but I will let my colleagues speak to the specifics there.

Thank you, Commissioner, and thank you for the question.

And I think you're hitting on a good point.

We can train.

We have to make sure that the training is in.

Implemented on the ground.

So related to trauma-informed training as per local law 49 of 2023, we've trained in the last two years over 15,000 staff around customer service with a focus on what we call HEARTS.

So that stands for healing, equity, accountability, respect, transparency, and services.

And this is really

to make sure that we have a holistic trauma-informed approach to the work that we do.

This is every level of staff.

This is every day of the week.

And we really want to make sure that everyone is implementing the training.

And while they may be contracted provider staff at the shelter, it's DHS's responsibility to make sure that that ethos is permeated throughout the shelter.

Are the trainings, is it up to the provider to do the trainings or implement the trainings, or does DSS do those?

DHS offers the training and requires staff to take it.

We then follow up, and I think it's part of the review of complaints and incidents to the point the commissioner made about what we're seeing the increase in.

That says something to us.

So we say, listen, we implemented HARTS.

What's going on at your facility?

Is it staff-related?

Is it facility-related?

Is it related to a particular client or clients?

So it allows us to dig into what's going on at a particular site.