OF OAK RIDGE, TENNESSEE
Typical Monday Morning
It's 8:30 on Monday morning. Fifteen people already wait outside the locked door near the end of the long warehouse. Even though it is not scheduled to open until 9, they know that Saturday was pickup day and those who arrive first will have the best choice. About 15 minutes before 9, the first volunteer arrives, unlocks the door, and enters. He unlocks the waiting room door and invites those waiting to have a seat. Clients swarm in, hoping to get one of the nine chairs along the wall of the small room. He reminds them to get a number card in the order they arrived, as this will be the order in which they will be served. He then moves to the desk in the interview room and begins to transcribe the 17 messages on the answering machine--most are from potential donors, who will have to be called back to get additional information and to arrange a pickup. By 9 several more volunteers and more clients have arrived. He stands in the door to the waiting room and calls "One. Would number One please come in here with me." They move into the interview room. "Have a seat here please," as the volunteer moves behind the desk. He takes a pen in hand and says, "Let's get you logged in first. What is your last name and would you please spell it for me." He continues to print their name, the county they live in, and the number of people in their family. "Do you have a new referral with you today?" The client hands him the large yellow referral card, and he enters the referring agency on the form also. He then asks "Have you been here before?" "Yes, about six months ago." As the volunteer pulls the client's card from the file, he asks, "What can we do for you today?" A long and hectic morning has begun.