By Julian Pito, BSW, SFW
Case Manager & Food Pantry Manager
Since joining PCSI as an intern in 2021, I have been deeply involved in our onsite food pantry, quickly recognizing its vital role in both our organization and the community.
The food pantry acts as the perfect entry point to PCSI: a welcoming experience that offers customers a soft introduction to who we are as a whole. Food insecurity is often a symptom of far larger and more complex challenges that a customer may be facing.
My goal for the pantry is to provide the customer with a dignifying experience, one that not only meets their immediate food needs, but also builds a relationship that allows us to hear their story and connect them with additional resources that they need to achieve long-term stability.
To accomplish this, we follow a set of core values that make the food pantry experience as strong as it can be.
Choice
Our first guiding value is choice. We support this first by providing the opportunity of choice for our food pantry customers. This choice is displayed in both the way the customer completes their visit and the options that customers have for food.
When visiting the food pantry, a customer can select exactly what they want to take home through our “Food Pantry Choice” form. I update this form daily so that the customer has an organized list of the food that we currently have in stock. When visiting a grocery store, shoppers choose the specific items that they are looking for; why should a food pantry be any different?
We also stock a wide variety of foods that meet different dietary restrictions, such as vegan, Halal, and low-sodium options. With philanthropic support, we have been able to extend food pantry service to residents not only of Pittsburgh but across Allegheny County, offering even more choice to people.
However, choice can only go so far on its own. To maximize customer satisfaction, we rely on our second core value, consistency.
Consistency
A consistent schedule positions PCSI as a reliable food source for the community. Our food pantry is open weekdays from 10:00 AM-4:00 PM, closing only for holidays. Additionally, we stay open until 8:00 PM on Thursdays to accommodate families who cannot make it during normal business hours.
Consistent hours always leave PCSI as an option to help assist with food crises within our community. Being open five days a week also keeps customer wait times to a minimum. Most customers who come to PCSI are served by one of our staff members right away.
Customer intake and paperwork are a quick and easy process that does not disrupt the flow of our services. We only capture data that is either required by our funders or beneficial for tracking pantry performance. This data allows us to gauge how the pantry is operating and plan for changes that need to be made. I have included some graphs of how our pantry has been operating below.
Respect
All previously mentioned core values are built upon our third value: respect, whether it be respect for customer choices or respect for their time.
As mentioned earlier, for many people, the first time they walk through PCSI’s doors is to visit the food pantry. We want the food pantry to be a welcoming and safe place for anyone in need of assistance. Showing respect builds trust. Once trust is established, a customer will be more likely to confide in us about other barriers that they may be facing.
Being already registered with the PCSI food pantry allows for a seamless process of referral to one of our many onsite case managers for more intensive support. Without respect, customers have little reason to engage with us further or return for additional food.
Respect is not just a principle we speak about; it is something we actively demonstrate in every customer interaction, from greeting individuals at the door to supporting them throughout their visit. By fostering an environment rooted in dignity and understanding, we ensure that every person feels valued, regardless of their circumstances. This commitment strengthens our role as not only a food resource, but also as the Community Action Agency for the City of Pittsburgh.
Together, these three values transform a simple pantry visit into an interaction that fosters long-term engagement and positive change throughout the community. As demand continues to grow, these values will remain central to how we expand and adapt our services to meet the evolving needs of the community.