Improving the experience of using a food bank

[356t653t]

I've NC'd for this.

I run a food bank. We pack food parcels and deliver them (to many, many people) but also ask people who are able to, to collect from us. The model we have is that people come in during one morning a week, and we go along our shelves and ask them if they'd like... whatever item. We buy in a few items (we're grant funded) but most of what we have is supermarket excess, esp fresh produce and dairy. So someone saying yes to everything would get beans, tinned toms, pasta, rice, oats and (this week) toothpaste, 6-7 different types of fruit and veg, oat milk, mince.

We're in a deprived part of town and serve people from this postcode and the neighbouring one (where there isn't other provision), as well as people who are from further afield but where we're really the nearest realistic option. Most of the people we serve are very local.

We ask people to pay £2 towards their shop if they can. This is voluntary.

Our premises is quite small, and I worry about ventilation as the weather turns.

At the moment a queue starts to form outside several hours before (our commercial neighbours grumble a bit but broadly are sympathetic). Most people are probably queuing for 45m to an hour to get in. We don't really have seating - certainly not for everyone, but even for more than 2-3 people. It's just too cramped and crowded.

We serve a person every two minutes from the moment we open our doors to when we close.

We have enough for everyone, so arriving early doesn't give an advantage in terms of what's on offer.

We have children's books and toys on offer if people are coming along with their little ones.

I can't really ask my incredibly dedicated volunteers to stay longer / come in another day, they're already giving up so much of their time.

We don't really have capacity to do more deliveries, because that also relies on volunteers.

I wonder about some sort of ticketing system, but then I think we'll still have people hanging around waiting for their number to be called.

We at some point tried to let people help themselves to one of each item and it was an unmitigated disaster - some people were just tipping whole containers of things into their wheely bags.

I'm not happy with the experience we're offering, basically. The whole point of our kind of setup is that there is dignity in people choosing what they'd like for themselves. But if you have to queue for an hour and occasionally get into a bunfight with a queue jumper (it's been known to happen) a lot of that dignity vanishes.

How would you do it, if you were me? Yes I have trustees etc to speak to but I'm interested in others' opinions.

Unfortunately there are always some who will fall through safety nets, such as the alcoholics you mention. Twenty odd years ago I worked for a Labour Council, under a Labour Government. We had available accommodation, support workers, and there was generally more money, but we were doing referrals even then for free food to a charity serving meals

Identifying the reasons why people are using foodbanks should be very helpful in knowing the exact cause. Short term income loss, not eligible for public funds (benefits), benefit delays, addiction, high cost debt, high cost housing. Added to the recent increases in just about everything, the numbers must be escalating.

@Cait73 how is entry managed, if at all? How many hours a day/week is it open, are there queues, do visitors sign in at all, do organisers care if you visit more than once a week?

Could you do an app type thing and book slots to collect the goods? Like supermarkets

OP, I have no suggestions beyond what people have already said but just wanted to express my admiration for what you do. It's clear that you care very much about your clients, and I dread to think what their lives would be like without the service you and your volunteers provide. Sincere thanks.

blue
Reported. Disgusting comments.

Do you have enough time to serve everyone even if they're not queueing early? It sounds like there may be a constant queue the whole time you are open, but I can't tell - if there is what happens to the people in the 45 minute queue when you close? Or does it thin out over the hours?

If it would be better for more people to come later then I would wonder if people are aware that you don't run out of food no matter what time they arrive and know they will always be able to get the same things? Might people be queueing very early because they are worried you'll run out and don't realise you always have enough?
Or does the food quality diminish over the hours? For example the best is all picked at the beginning and at the end of the session the fresh stuff is not quite as good?
Or are people queuing early because they are having to be at a job or elsewhere at a later time and just can't come later - if you don't already know then finding out why people are queueing so early is important I think.

The other thing IMO is that while having a prepacked bag is seen as less dignified in an ideal world, I'd say for me at least much more dignity would be lost by having to stand in a queue in the rain and cold for 45 minutes while people walk by and stare at you queueing for the food bank. I know I'd much rather nip in, grab a bag and be gone. To say any other is just wokeness gone mad to me and a refusal to look at the bigger picture and individual situations.

I wonder if you could have two queues? One for people who find more dignity in nipping in quickly getting a prefilled bag and leaving and another queue for those who prefer to choose their own? Much. much better to give people their own choices than to tell them what's going to make them feel dignified based on a study of random other people. You could have prefilled bags that are gluten free and others without some of the items that are long life ie no pasta or no rice or no oats. The idea of having a return area for unwanted items is a good idea too.

I do think you really need to find a way to prevent the long queues if at all possible but I think if you start making it more complicated then that might end up making it worse. Maybe tell people you want to address the issue of queuing especially now it's turning wetter and colder and ask them if they were aware that if they came later they would get just the same food because you always have enough for everyone - but not have to queue (assuming that's the case!).

@356t653t the food hub is only open once a week it's managed by the community who man doors, help put food in to bags and take money

Oh and for those that are ESL maybe you could have some notices translated by bilingual volunteers or service users?

Thank you very much cait.

Thank you for the thoughtful comment @Choconut . Do you have enough time to serve everyone even if they're not queueing early? It sounds like there may be a constant queue the whole time you are open, but I can't tell - if there is what happens to the people in the 45 minute queue when you close? Or does it thin out over the hours?

We do have enough time to serve everyone - we close at noon (on paper) and serve the last person in the queue around 12.10. Though the (very few) people who turn up at 13.30 get a Paddington stare from me along with whatever we can find to give them. We don't turn people away.

The food quality really doesn't diminish over the morning. It's hard to explain if you aren't in this world, but if we get (say) 100 packs of Waitrose strawberries to distribute that day, all 100 will be in the same condition - whether that condition is pristine, fine, good for that day, one dodgy berry per pack or whatever else. And I run around like a mad woman to ensue we have the right quantity of other things. I was escorted from Lidl this week for trying to buy too many baked beans .

Apps etc - we could probably pull it out but it would be exclusionary for some.

Also not uk here. We have similar to what someone above mentioned. Basically a ‘free’ shop, with donate what you can. It’s supposed to cover those in need to can take what they like for free or tiny donation, and tackle food waste as locals also go and leave larger donation.

People just go in and use basket or bag to choose whatever they like. Free or donation. I don’t think anyone just takes all of one thing, so there seems to be enough around.

It’s open twice a week, one morning, and one afternoon/ evening to hopefully cover people’s various working hours or free time.

The charity shops are the same also ( everything free if needed, give donation if you can) and often have some food inside donated by local supermarkets.

Haven’t quite read the full thread, sorry.

From what you’ve described, the actual food handing out experience is fine, it’s the queuing that’s the problem. I feel like you need to define more what the actual problem is - do you not want people to have to wait at all, do you not want them outside, do you not want neighbours inconvenienced, etc? I’d not mess with the bit that’s working if you can avoid it.

You say you have permanent premises, but are they actually fit for purpose? Our local town food groups have all got together - the food bank, fridge and larder - and use the same, larger, premises (football club) on different days. It’s meant they can afford commercial style fridges etc. and manage food between the different groups to maximise availability and limit waste. Do you need to look at moving?

Or for managing the physical queue, a ticketing system could help in part. You could give people different time slots to arrive (people with children in tow in first hour, people without in second, lots of emphasis on there being plenty of availability for everyone). Could you approach your neighbours for an agreement to (for eg) use their car park, and find someone to loan you a couple of big pop up gazebos?

From what you’ve described, the actual food handing out experience is fine, it’s the queuing that’s the problem. I feel like you need to define more what the actual problem is - do you not want people to have to wait at all, do you not want them outside, do you not want neighbours inconvenienced, etc? I’d not mess with the bit that’s working if you can avoid it.

It's a good question @SettingPrecedents . I suppose I'd word it as - we're set up the way we are so that people have as much dignity and agency as possible despite being in poverty. But an hour-long queue strips that away (in my opinion). How do we minimise queuing?

We're on the high street so options for seating, gazebos etc are limited.

We have our premises for free (long story) so moving would be a nuclear option I'd think.

if you have regulars give them a 10 minute time slot to arrive at each week. That will reduce the queue

split the queue- people who want whatever you have and people that prefer to choose.

set up a fb group- do the voting option with what you have available and do a selection- people pick from that selection.

I get wanting to let everyone choose what they want but is there a way to offer the option of a pre packed bag to people coming to your premises? Just as an option rather than compulsory.

You might find quite a lot of people would prefer to save the time and just have a pre packed option to collect quickly which would reduce the queuing time for those who want to wait and choose for themselves.

Otherwise some kind of booking system for most the time with the last hour reserved for walk ups maybe? I think you're right that if you're using a ticketing system it's likely people will just wait around anyway once they are already there.

This definitely do up bags. I have experience of a similar set up our people queue up because they like a chat and it's now a social event .you can only ask them not to queue up but run it as usual but with pre made bags . Also can you take a note of what your regulars usually have so give your volunteers an idea what to put in the bags.

From the bottom of my heart, thank you, and your team, for what you're doing. I love that you're thinking about the best experience for your clients and helping them keep their dignity. I hate that you're having to do this in 2022.

I don't think anyone has suggested the following in the thread? Could you spare a volunteer working inside the building to instead go and walk the queue taking pre orders so that a bag can be mostly packed and ready for when they enter the building to pick up? Clients can self select what they'd like. You can overcome language issues, as pictures of different food items can be shown to help the selection process.

Just another idea to add into the mix

I'd do appointment slots. So for example 8 to 10am slot, 15 people. 10 to 12 another 15 people. 12 to 2pm another 15. Or whatever number of people you can have in at once, 15 just an example, you could do however many an hour you want and put please do not arrive early as we cannot accommodate a large queue.

Would at least stagger the arrival times and avoid long lines forming.

I truly think folk will still gather and wait for their alloted time slot.

I would time slot then. Then even if only 80% adhere to time slot, it should reduce queues of people.

Could you do a note to Pop in the bags saying it isn't "ideal" to queue as the weather is starting to turn. How long are you open for ?

And yes, I would just print some posters and notes asking to try and come as close to slot as possible to reduce people having to wait in cold and rain etc.

You are better off with queues than giving people zero choice. That is my bugbear with Trussell Trust who I did volunteer with for a while. Obviously they cater to allergies but I do hate how when putting in cereal for instance there was no choice at all. I’m not saying people should be able to demand co co pops.

The op Is just giving what she's got and I think she is worrying about the people in the queues and the possible impact on surrounding neighbours I.dont think she is wanting to strip people of dignity or choice. As I said people are probably queuing for social reasons you cant actually stop that but it is preferable that they don't queue up .

I think the answer is probably more volunteers/longer opening if you can manage it. Obviously you help everyone, but if in their heads people think there's a chance they might not get help if they arrive at say 11.45, then for some that may create a bit of a mindset where they feel they need to get to you early and queue. Equally, less frequent users seeing the long queue may feel the same when they need to use you.

If you were able to offer some more hours, initially you might get the same people turn up each time, and long queues, but if it became a regular thing perhaps the sort of "panic" that you are only open for this brief time and if they miss out they may go hungry or hungrier might reduce.

If you are able to proactively recruit from among service users, that would be good. This would also give them dignity and perhaps purpose and skills? I don't think you'd have to give people an incentive- I think people would want to help if they can.

And also just see if you can recruit volunteers more widely?

I think if you feel filling in a form would be a barrier for too many users, then booking a time to come would be a barrier also? So I think the only other option is to open for longer/more often if you possibly can?

As you can't move premises is there another very local premise which can be set up as a waiting room?
Could be set out cafe/school canteen style and serve hot drinks and biscuits etc.

I mean, I know that's a whole additional project, but just throwing it out there?