The rising costs of living, the urgent lack of affordable housing, the influx of hard street drugs and the resulting strain on marginalized folks have led to unique challenges for retail spaces in downtown neighbourhoods like MCC Thrift on Kent in Kitchener. As incidences of theft and altercations increased, MCC decided that simply hiring a security guard was not the appropriate response.
“My official job title is Community Safety and Outreach Associate,” says Stephen Soucie. “It is a role that is trying to marry MCC’s values in terms of community building, relationship building and restorative justice with the realities of running a retail business [at Thrift on Kent].”
Stephen says that unlike many public retail spaces such as malls or big box stores, where street-involved people might be asked to leave, Thrift on Kent is a place where folks can escape that feeling of exclusion.
“A lot of street-involved people feel a sense of community here," reflects Stephen who is on a first-name basis with many of the marginalized folk who come through the doors. "MCC wants to make sure that they feel welcome here, but in a way that is safe for everyone—other customers, staff and volunteers.”
Thrift on Kent retail associate Eun Kyoung Park affirms the increased feeling of safety with Stephen’s presence and gives credit for his “soft and friendly” approach. “He tries to understand them rather than controlling them with power,” she says.
One recent incident exemplifies the fine line that Stephen navigates daily. Stephen saw a man walk off with a jacket without paying for it, but Stephen caught up with him near the exit. Calmly, Stephen explained that he would need to pay for the jacket, but if the cost was a challenge, they could work something out. Stephen acknowledged to the man that it can be difficult to ask for help or admit they can't afford an item, but Stephen was also firm that theft wasn't the answer. Stephen accompanied the man back to the cash register where the customer paid a reduced amount for the jacket.
Volunteer Sandra Hett shares a story (see video) of how Stephen helped to de-escalate a situation with a customer who was getting increasingly agitated when shopping for jewelry. "A couple customers [who had witnessed the interaction] commented on how well he handled it," remembers Sandra. "I think it's just a perfect alignment of his professional skill and values I see at MCC."
Stephen’s role has been such a resounding success that other MCC thrift shops in Ontario are planning to incorporate a similar position to ensure the safety and belonging of everyone who enters their doors.