On a crisp October morning, the community room at Urban Women’s Retreat (UWR) filled with applause. The staff had gathered for what felt less like a ceremony than a collective exhale-a moment to acknowledge something rare in the world of emergency housing: four consecutive years of zero citations from the New York State Office of Children and Family Services (OCFS).
There was laughter and a few tears as Lesley Samuel-Young, Vice President of Domestic Violence Residential Programs, joined Senior Director of Domestic Violence Programs Ida Landers and the People & Culture team to present the recognition. The room carried the easy hum of pride and relief, the sound of people who have spent years quietly doing difficult, vital work-and doing it well.
“In this field, excellence is not an accident,” Samuel-Young said, looking around the room. “You have stood out in love, in strength, and in excellence. You have shown what happens when people move together with shared purpose.”
Raising the Bar
The four consecutive audits were part of OCFS’s safety inspection process-one of the most rigorous reviews in the human services sector. This year’s report was unambiguous: zero citations for program adherence.
These inspections go far beyond a checklist. They measure documentation, staffing levels, case management, and the nuanced application of safety and program guidelines that define residential care.
Passing a single inspection without findings is an achievement. Doing so four years in a row is extraordinary.
“It didn’t happen overnight,” said Landers. “In all my years working in shelters, I have never seen a site maintain this level of excellence year after year. It takes real collaboration between programs and operations, and between leadership and staff, to make that possible.”
The official OCFS report was brief: “We have found your program in substantial compliance with OCFS regulations. No further action is required. We appreciate your efforts in meeting these requirements.”
A single paragraph-modest in tone, but monumental in meaning.
A Standard of Care Built Over Time
Founded in 1984, Urban Women’s Retreat was the second domestic violence shelter established by the Urban Resource Institute. It opened at a time when few such resources existed for women and families fleeing abuse. With 112 beds across 45 family units, the site now supports roughly 90 families each year, providing safety, structure, and perhaps most importantly-a sense of belonging.
Over four decades, the retreat has evolved into one of URI’s most enduring symbols of care. Many staff members have spent twenty years or more walking alongside survivors as they rebuild their lives.
Malikah Kayou, who became Program Director six years ago, is credited with cultivating much of the site’s stability. Her leadership, described by colleagues as “firm but warm,” has fostered a culture of mutual accountability and empathy.
“When I took on this role,” she told the staff that morning, “I said I would never ask you to do something I would not do myself. If I can get up and clean rooms, I expect we all can. We do this together as a team.”
Her words are not rhetorical. Staff members tell stories of Malikah joining in to scrub walls, move furniture, or troubleshoot maintenance issues when needed.
“Malikah’s leadership has made all the difference,” said Madeline Warden, a child therapist who has worked at URI for more than three decades. “She brought structure, unity, and heart. You can see it in the staff, in the residents, in how the community views this shelter. She has turned UWR into a family.”
Longevity and Trust
Few embody that familial spirit more than Barbara Jervise, a case manager who has spent decades at UWR. “I’m a dinosaur who came with the building,” she joked, adding that she still keeps what she calls “the original key.”
Her humor, like her tenure, reflects something deeper: a profound sense of belonging. “We respect each other, and more importantly, we respect the residents,” she said. “They feel safe here not only because we meet their physical needs but because we build trust. That trust helps them take pride in their space. It becomes a shared commitment.”
At Urban Women’s Retreat, the daily rhythm is almost orchestral. Security staff greet residents by name. Case managers coordinate with operations. Maintenance ensures that each room is not simply compliant, but welcoming. The building hums with quiet cooperation.
“We don’t just meet requirements-we exceed them because we care,” Kayou said. “Every inspection, every file, every resident matters. These are people rebuilding their lives. They deserve to be treated with dignity and respect.”
Beyond Compliance
What sets UWR apart is not the absence of citations but the presence of something harder to quantify: a culture of care. The team’s discipline and compassion are intertwined, expressed in the meticulous upkeep of files, the patience of late-night conversations, and the simple act of saying, You’re safe here.
As URI expands its trauma-informed, culturally responsive housing portfolio, UWR stands as both a model and a reminder of what is possible when policy meets purpose.
“When we come together with one mission and one vision,” said Landers, “the work gets done, and it gets done well. This recognition belongs to every staff member and every resident who walks through these doors.”
In an industry often defined by urgency and exhaustion, Urban Women’s Retreat offers something quieter and more enduring: a proof of concept that healing can be systematic, that safety can be sustained, and that excellence, when shared, becomes a legacy.
