Why Kindness Matters
By Ziad Eskharia
Housing Navigator
This month, what stayed with me most was not a meeting or a milestone, but a letter.
I received a message from a member I had worked with closely, and as I read it, I had to pause. It reminded me why this work matters, especially on the days when it feels heavy or routine. The member entered the program during one of the most vulnerable moments of her life. She was navigating housing instability, caring for her children, recovering from trauma, and learning how to manage a new disability. Anyone in that position would feel overwhelmed.
What stood out to me was not only her gratitude, but what she noticed. She shared that she felt safe asking questions and reassured instead of rushed. She felt respected, not judged, during a time when asking for help can feel uncomfortable. Reading her words reminded me how meaningful simple actions can be, such as listening, showing patience, and showing up consistently.
In this work, we often focus on outcomes like housing stability, completed care plans, and successful discharges. Those outcomes matter. But just as important is how people feel throughout the process. This experience reminded me that being present, validating concerns, and treating someone with dignity can have a lasting impact when someone is trying to rebuild their life.
This moment reaffirmed something I continue to learn in this role. People may not remember every service they received, but they will always remember how they were treated. That is something I will carry with me into every interaction moving forward.
Letter from client:
To Whom It May Concern,
I am writing to express my deep gratitude for Ziad Eskharia, my housing navigator at
Licensed Freedom. From the beginning to now, Ziad has been there for me every step of the
way.
I came to Licensed Freedom in a very vulnerable place. I am a single mother of three
children, fleeing domestic violence, and dealing with a new seizure disability. Ziad helped
me understand the program and guided me through it with patience and care. He never
made me feel bad about needing services. He was there to truly help and support me.
Ziad was understanding and empathic and answered all my questions. I remember
whenever I asked him something, he would say “That’s a really good question” – he never
made me feel like I was bothering him. Whenever I thanked him, he would respond with
“That’s the least I can do” in such a genuine way. He really cared about my case and my
situation.
Ziad’s support made a real difference during one of the most challenging times in my life. His kindness and dedication to helping families like mine is exactly what people need when they’re trying to rebuild their lives.
Thank you for having someone like Ziad on your team.
Sincerely,
C.V
