Culturally Responsive Customer Care

When disaster hits or landlords threaten eviction, pet families face an impossible choice: find new housing or lose their beloved companions. HEART L.A.’s Diana Cruz-Rivas and Deisy Melero know how hard it can be to navigate the legal and language barriers that can follow. In our final Multicultural Engagement session, they shared how personal experience shapes their client care approach and fuels their mission to keep pets and people together.

Watch the recording to get Diana and Deisy’s top two actions shelters can take first and hear examples of what makes for more effective client interaction, including:

• Centering lived experience to build trust and empathy

• Practicing active and non-judgmental listening

• And meeting people where they are with flexibility and encouragement.

Visit Cal for All Animals to Learn More!