The Welcome Specialist Training is a foundational course designed to prepare volunteers for one of the most important and compassionate roles within We Are The Others. As the first point of contact for individuals seeking help, Welcome Specialists serve as the comforting doorway into WATO’s Client Action Team (CAT), creating a safe, supportive, and dignified experience from the very first interaction.
In this course, volunteers will learn how clients reach out to WATO, how to monitor and respond to incoming requests, and how to gather the essential information needed to begin the case management process. Participants will gain a clear understanding of WATO’s volunteer‑led model, the purpose of staff partners and mentors, and the collaborative structure of the CAT Team.
The training also covers essential skills for creating and managing Support Tickets and Need Help Tickets, using the appropriate boards, and supporting smooth case progression. Special attention is given to handling sensitive situations, including SAFE Clients, confidentiality expectations, and compassionate communication practices that make every client feel seen, safe, and supported.
By the end of this course, Welcome Specialists will feel confident, knowledgeable, and equipped to fulfill their role with empathy and clarity—helping ensure that every person reaching out to WATO experiences kindness, hope, and timely assistance.