This Module

Sustaining the Opportunity

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2. Make Sure Young Adults Are Heard

1. Set Up Check-ins for Internal Challenges

No program ever runs completely smoothly. Challenges, both expected and unexpected, will happen. Sometimes they come from an outside emergency. Other times, they arise in interpersonal interactions. Preparing staff and participants for both scenarios is critical for everyone’s safety and long-term success.

Jump to: Takeaways

Who is this play for?

Direct-support staff

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Young Adult Employers

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Every young adult entering a program or job training opportunity brings with them not only aspirations, but also the challenges of daily life. In Memphis and Shelby County, many young adults face unstable housing, limited transportation, caregiving responsibilities, or emotional stress. These challenges don’t disappear once someone enrolls in a program—they often show up as emergencies, conflicts, or tough emotional moments.

Collaboratively working through these challenges helps young adults stay connected, grow life skills, and ultimately succeed in both programs and employment. For staff, this collaboration builds trust, reduces dropouts, and creates an environment where both participants and organizations thrive.

Why this
matters:

Increases retention

by supporting young

adults through real-life challenges.

Improves program outcomes

including completion and job placement.

Builds trust and belonging

which are critical for sustained engagement.

Supports staff

with clearer strategies, reducing burnout and turnover.

Put it into action

Use Communication as a Tool for Connection and Growth

Set the expectation early that communication is part of the learning experience—not just a requirement. During onboarding, co-design communication and emergency contact protocols with participants so they feel ownership and clarity from the start. For instance:

Ask young adults which platforms they already use daily (text, WhatsApp, GroupMe, Remind) and build communication systems around those tools to reduce friction and increase responsiveness.
Provide each participant with a simple, accessible reference—such as a wallet card or digital file—with staff contact information and clear guidance (e.g., “Call or text this number if you’re running late or unable to attend”).
Train staff to lead with empathy in all communication. Start by acknowledging challenges or barriers, then move into problem-solving together. This approach reinforces accountability while also modeling the kind of communication and self-advocacy skills that support long-term success.

Create Space for Difficult Conversations

Train staff and participants to stay engaged and respectful during uncomfortable talks. This will help normalize honest dialogue instead of avoidance. For Instance:

Offer short workshops on communication frameworks like “I notice / I feel / I need.”
Role-play common scenarios: missing class, tension with a peer, or disagreement with staff. Encourage both staff and participants to focus on observable facts, not personal blame.
Provide neutral mediators (like a staff member outside the direct program) if tensions escalate.

Use Restorative Approaches for Conflicts

Resolve conflicts by bringing together those involved to talk through harm and agree on how to repair it. Focus the process on maintaining connection, rather than losing participants to punitive measures. For instance:

Introduce restorative “circles” or facilitated conversations when conflicts occur. Everyone shares their perspective while focusing on how to repair harm.
Start small: train a few staff or partner with local groups offering restorative justice training (see the International Institute for Restorative Practices).

Make sure participants help define the ground rules—this ensures buy-in. Over time, participants can even help facilitate peer-to-peer circles, building leadership skills.

Normalize and Model Apologizing

Teach and practice how to make genuine apologies when mistakes happen. Everyone should focus on repairing trust and show that errors are opportunities for growth.

Introduce a simple apology framework:

(1) Acknowledge what happened,

(2) Take responsibility,

(3) Express regret,

(4) Share how you’ll do better next time.

Encourage staff to apologize when they make mistakes—this sets the tone. Practice with role-playing games where both staff and participants take turns apologizing in everyday scenarios. Share resources like Brené Brown’s short guide on the “Anatomy of Trust” (video here) to frame apologies as acts of courage.

Teach Coping Strategies for Emotional Dysregulation

Equip participants with tools to manage stress, anger, and frustration. Don’t let emotional overload derail progress.Try things like:

Incorporate short grounding techniques into program routines—deep breathing, mindfulness breaks, or stretching. Create a designated “calm space” where participants can step away briefly.
Partner with local providers like Church Health Behavioral Health Services or Youth Connect to deliver workshops on emotional regulation.

Share free apps like Insight Timer, Headspace, or Finch to support the day-to-day mediation of emotional dysregulation.

Keep Conversations Going After Conflict

Build a culture where challenges don’t end relationships—dialogue continues until resolution. Prevent disengagement by keeping participants connected even after tough moments.

Schedule follow-up check-ins after conflicts are addressed. A simple “how are things going this week?” shows participants that the relationship continues. Use weekly group circles or one-on-one meetings as structured opportunities to revisit unresolved concerns. Make it a norm that “conflict isn’t the end of the story”—it’s part of building stronger connections.

Takeaways:

Emergencies, conflicts, and emotional struggles are part of life—the difference is how programs respond.
Collaborative approaches help young adults stay connected to programs and grow critical life skills.
Keeping the focus on facts (not personal attacks) and modeling accountability builds trust.
Restorative practices create opportunities for healing and continued engagement.
Staff well-being is just as important—when staff are supported, they can better support participants.
By working alongside young adults through these challenges, Memphis organizations can create stronger, more resilient programs that prepare participants for lasting success in work and life.

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