Angels Among Us
Recently, we received an email complaint from a BPNN guest. Call her Jane to protect her privacy. Jane reported that her experience at BPNN had left her feeling disrespected. She had come to BPNN without proper identification, and she encountered our policies (we began re-verifying all household records in February). Our guest services director, Marcia, offered to take Jane to the food pantry with proper identification and help get her groceries home. I volunteered to help.
So, on a Saturday morning in mid-July, we drove to Jane’s home and took her to BPNN before the doors opened so she’d be one of the first to get through the pantry. I stood with Jane in the line outside the building. She and other guests shared their experiences with me about BPNN. No one knew that I was the president of BPNN. It didn’t matter. There was no us or them – just all of us. They thought I was another guest, albeit a curious one, waiting for the doors to open. Our volunteers, only two of whom I knew, thought I was shopping with Jane. What I saw made me proud of our volunteers and of what we do at BPNN.
Outside, the sun was hot, but not oppressive. Everyone was in good spirits - lawn chairs, small talk, waiting patiently. I asked one young woman in line in front of me whether she was a new guest. She wasn’t. I told her honestly that I had never waited in this line before or shopped the food pantry. She lit up and told me that this is a good place and that the people here are just great. An elderly gentleman planted his lawn chair as a placeholder in line and wandered the line to visit people he had obviously seen here before. I asked him how he felt about waiting outside. He said simply, “It’s worth the wait.” He smiled. My new friend, Jane, is a senior citizen with health problems whose husband is a disabled veteran. She volunteered that it is embarrassing to come to a food pantry. I asked why. “Because it feels like I’ve failed. I don’t like to need help.” A middle-aged guest in line behind us replied quietly, “amen.” No one around us spoke for a few minutes.
The doors opened on time, and we were soon at the podium where a friendly volunteer greeted us. She was efficient, but kind. She smiled – sincerely. Jane commented, “She seems very nice.” We received number 25. We were then admitted to the busy waiting area, where we sat and waited with about 50 others. Jane got coffee. Time passed quickly. Another guest told me that she often came later in the day and that she was always pleasantly surprised about how much good food remained on the shelves, even after the pantry had been open for a couple hours. Another guest expressed wonder that everyone who works here is a volunteer. “Can you believe that?” he inquired, amazed.
Sometimes, guests discussed their challenges openly, not complaining, simply sharing. Some battled mental and physical health issues. Others confronted old age. One young man was quiet until he said, “I lost my job.” An older woman next to him reassured him, “You’ll be ok.” Simple and supportive. Conversations about challenges were the exception. Most talk centered on back-to-school shopping, the weather, inflation, whether Joe Biden would drop out of the race (he hadn’t yet), ordinary things. Often, guests discussed other services that were also available to help –the River, 2-1-1, Saint Vinny’s, JFF. But for that, it could have been any waiting room anywhere for any service or product.
Guests discussed their challenges openly, not complaining, simply sharing. Some battled mental and physical health issues. Others confronted old age. One young man was quiet until he said, “I lost my job.”
Number 25 came up and Jane and I went to the entrance of the food pantry. Jane had not been to our food pantry in almost a year. Things had changed. Jane didn’t recall where to go. Two volunteers showed infinite patience explaining the process. They made us feel welcome, not stupid. Jane apologized for not knowing how things worked. A long-time volunteer touched her arm gently and said reassuringly, “Don’t worry. There are plenty of people here to help.” Genuine kindness in a gentle touch and soothing words.
Then, we were in the pantry. Jane was thrilled with the selection – prepared meals, eggs, meat, pineapples, plums, fresh vegetables (“Don’t you just love harvest season?” she exclaimed to no one in particular). There was a frenzied, urgent quality to her shopping, not like most customers in a grocery store, more like someone who felt the need to rush this task. Other shoppers were more relaxed. But there was an energy in the pantry suggesting that guests were there on a mission. The attitude was focused. It was surprisingly quiet.
Volunteers were uniformly kind. One volunteer asked Jane if he could move her cart forward a bit to permit others to get by. “Then you can take your time choosing what you would like.” When Jane reached the limited quantity items, she went beyond the area where guests typically go and a gentle volunteer guided her back, again with great kindness. At the scale checking out, a volunteer asked Jane if she had taken what she needed, and Jane expressed thanks and delight. “I found some wonderful things!” The volunteer responded genuinely, “Oh, good!” There were no embarrassing moments, no judgments, no recriminations. There was no self-righteous saviorism, no arrogance, only sincere service to others. I’ve never been prouder than I was in those moments to be associated with an organization. How well BPNN volunteers understand service to our neighbors!
There were no embarrassing moments, no judgments, no recriminations. There was no self-righteous saviorism, no arrogance, only sincere service to others. How well BPNN volunteers understand service to our neighbors!
Through the morning, I learned that Jane’s previous bad experience with BPNN arose because she was at the end of her rope. She had had recent issues with other agencies and bureaucracies and her patience was gone by the time she got to us. The BPNN volunteer she encountered on her earlier visit had handled the matter as well as anyone could and consistent with BPNN policies. But Jane’s tolerance for disappointment was gone by then. Sometimes, despite our best efforts, our guests don’t feel heard. We’ll never fix all the world’s problems, but that doesn’t mean we shouldn’t try.
A 2023 Gallup poll reported that 69% of Americans believe in angels. The second definition of “angel” in the Oxford Dictionary is “a person of exemplary conduct or virtue.” Count me in the 69%. I’ve seen angels among us at BPNN.
We returned with Jane to her apartment, carried her groceries in, met her husband, and on our way out the door she hugged Marcia and me. It’s what friends do. No us or them – just us.
Thank you, volunteers, for all you do, especially when you don’t know that anyone is looking. It is an honor to serve the community with all of you.You know that BPNN is an all-volunteer organization, with more than 1,100 volunteers giving of themselves. Periodically, someone suggests that BPNN should pay our leadership. Certainly, our wonderful leaders are worth a fortune. No doubt, their skill and passion have huge market value. We could never afford to pay what these magnificent leaders are worth. Nor would they accept pay. They are volunteers in the best sense.
The noun, “volunteer,” comes from the Latin “voluntaries,” loosely translated “willing, or of one’s own choice.” Sources trace the verb “volunteer” to the American colonies in 1755. It took hold in our Revolution. Red Coats and Hessians fought for pay. Volunteer colonists outgunned and outmanned, pursued freedom without pay. In 1961, the Peace Corps was formed to promote world peace with volunteers. Non-profit organizations abound in our country, most driven by volunteers.
Volunteerism is not only anchored in cultural or religious tradition. Medical evidence supports its worth. Mayo Clinic published a study in 2023 concluding that volunteering reduces stress and increases positive, relaxed feelings in volunteers by releasing dopamine. That good feeling you get when you volunteer is not only psychological. It is also organic.
An American student asked the Dalai Lama how young people could thrive in a world of selfishness and cruelty, insecurity and social pressure. “Philanthropy” was the answer. He explained that as long as we focus on ourselves, we can’t be truly happy. But when we help others, we are liberated from our own concerns.
Volunteers’ motivations vary. But there are common traits. Volunteers are special people. They see beyond themselves. They could be content solving problems in their own lives (we all have them). But they do more. They look beyond themselves to help others. Volunteers recognize that each of us has something to offer, that each of us can make a difference, and that we are all connected. Volunteers are idealists without illusion, working each day to make the world better, knowing that our work will never be done or completely successful against the world’s ills. Volunteers share the optimism of Martin Luther, who famously said, “Even if I knew that tomorrow the world would go to pieces, I would still plant my apple tree.”
I have often thought that the word “Needs” in BPNN’s name is nuanced. We surely serve many needs in our community. But we also serve our volunteers’ needs to do something worthwhile. So shall BPNN continue to fight new battles against injustice in our society and to help our neighbors.
Keep up the good work, volunteers! It is an honor to be among you.
Bob