top of page
About the Course
This session equips frontline staff with culturally responsive strategies that improve client retention and build relational trust at every service point. It focuses on reducing drop-off among African American and Hispanic clients through affirming language, trauma-informed responses, and attention to the behavior cues that signal mistrust. Participants leave with practical tools, including a Trust Touchpoints Checklist, Language Swaps, and Pocket Scripts.
Learning Objectives
1. Apply trust-first behaviors across intake, service, and follow-up.
2. Respond to client fear or defensiveness with clarity and compassion.
3. Use equity-centered language that builds safety and belonging.
Top of Page
bottom of page