Meeting people where they are: the power of outreach at Open Arms free clinic

At Open Arms Free Clinic (OAFC), the core of our mission is to better understand the needs and challenges of the people we serve. Gaining this understanding helps us earn trust and develop relationships so that we can walk alongside a person during the most vulnerable moments in their lives. Our outreach work brings our mission beyond the walls of our clinic and into the communities we serve, ensuring that no one is left wondering where to turn for help.

Through community partnerships, like the one we share with The Community Space in Whitewater, our outreach team is able to meet people where they are—physically and emotionally—and start the process of healing, one person at a time.

The First Step: Listening

Carmen’s* story is a perfect example of how this compassionate model of care begins. Even though her husband worked full time, his income wasn’t enough to meet their basic needs—food, clothing, and stable housing. On top of that, Carmen was dealing with a serious health issue that she couldn’t ignore any longer. But without health insurance, she didn’t know how to afford a doctor’s visit. She wasn’t eligible for public assistance programs, and she was out of options.

That changed when she came to The Community Space for assistance. Every Wednesday, the Open Arms outreach team comes to The Community Space to build relationships and provide healthcare resources to people who need help. On the Wednesday Carmen came for help, her friend connected her with Viviana, a Certified Community Health Worker and OAFC Community Programs Manager.  

Viviana took the time to sit down,  listen to her story, and understand the challenges she was facing. This is how we begin—with listening. We believe that when we truly hear someone, we can respond not just with resources, but with care that’s personal, relevant, and empowering.

After learning more about Carmen’s situation, Viviana knew the clinic could help her with her health issues. She helped Carmen complete the OAFC intake form right then and there, explaining the process and making sure Carmen understood what documentation was necessary to qualify as an Open Arms patient. 

The next day, the Open Arms Clinic Services Manager and Intake Coordinator worked quickly to schedule her intake appointment. And when transportation became a barrier, we were able to provide Carmen with a free ride through our partnership with Uber Health.

On the day of her appointment, Carmen came to the clinic with fears and unknowns.  She left with relief and a personalized care plan that was created to help her manage her condition—without worrying about the cost. What started as a conversation at The Community Space led to life-changing care, because someone took the time to listen and respond with understanding and compassion.

Crossing Language Barriers with Compassion

Another Wednesday brought another person who needed help into The Community Space—a Haitian immigrant who appeared to be impaired or confused. He wasn’t familiar with the area and was trying to find the location of his health care provider’s office in Williams Bay. The staff at The Community Space sensed that something was off and connected him with the Open Arms outreach team.

Once again, Viviana took time to sit with him and listen. His name was Claude*, and as she pieced together his story, it became clear that he wasn’t impaired—he was suffering from physical and cognitive health challenges. He also spoke very little English. His native language was French, and this language barrier had made accessing care incredibly difficult.

Despite the communication challenges, Viviana learned that Claude actually wanted to go to his provider’s office near his home, which was more convenient and familiar for him. He simply didn’t know how to make the change.

Viviana made a phone call on Claude’s behalf to confirm some details. Then, together they logged into his online patient account, messaged his provider, and requested to transfer the appointment to a location closer to his home. She also made sure the clinic knew Claude would need a French interpreter at the new appointment.

A week later, Claude returned to The Community Space with a huge smile and an update for the outreach team. His provider had responded to his request. His appointment had been changed, he was able to meet with his provider in his hometown, and a French-speaking interpreter helped him through the visit.

What could have been a missed opportunity for care became a moment of empowerment—because someone took the time to slow down, listen, and advocate on his behalf.

Healing Begins with the First Step

Not all outreach encounters begin with medical needs. One woman, who recently came into The Community Space, was seeking safety. She had experienced domestic violence and sexual assault and was traumatized and afraid.

She approached the OAFC outreach team with hesitancy and fear. Once again, Viviana listened without judgment, offering space for the woman to share her story.

The woman wanted to report the abuse to the police but was too afraid to make the call on her own. Viviana sat by her side and made the call with her. The police responded, and that first brave step toward healing was made.

Sometimes, the hardest part is taking the first step. And at Open Arms, we don’t just walk alongside people—we often hold their hand and take that first step with them.

By the time the woman left The Community Space that night, the fear on her face had softened into relief. The journey ahead was still long, but she was no longer walking it alone. The outreach team connected her with additional community partners who could support her specific needs and help her continue healing.

Why We Do Outreach

Stories like Carmen’s, Claude’s, and this woman’s are why outreach is a core part of what we do.

Outreach allows Open Arms to build trusted relationships outside the clinic walls—with individuals, families, and community partners who are also doing vital work to support people in crisis. Our presence at spaces like The Community Space helps us identify unmet needs, offer immediate assistance, and connect individuals to long-term, sustainable care.

But more than that, outreach reinforces the core of who we are. We are here to care for human beings—each with a unique story, circumstance, and need. Our care is not one-size-fits-all. It’s personalized. It’s human. And it starts with listening.

Whether it’s finding a ride, navigating a healthcare system in another language, or simply offering the strength to make a phone call, our outreach team is there—to offer support, dignity, and hope.

Because healthcare doesn’t start with a stethoscope. It starts with connection.

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*All patient names have been changed to protect patient confidentiality.

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