This short research memo discusses how residents of Cumberland County access charitable food based on a series of 13 interviews with neighbors who visited different food pantries across the county. A larger version of this memo includes the neighbor experience at food pantries in Cumberland, as well as the CPFB researcher’s background and research methods.

Two Central Pennsylvania Food Bank researchers developed the flexible guide and conducted all 13 interviews. The interview guide, and the interviews themselves, asked about visiting a food pantry from the perspective of pantry users. The open-ended nature of the interview questions allowed clients to speak about the most relevant or pressing matters related to their own experiences.

Broadly, the Research Team wanted to learn:

• Their impression of the experience overall including what could be improved;
• Additional challenges they may face beyond food access; and
• What pantry users “think the government should know” about food insecurity and food pantries.

Main Findings

CPFB researchers found that social support plays a large role in how folks came to access pantry services, whether that through a friend or family member, or a social service representative. Many pantry visitors who were interviewed spoke highly of programs and services provided by the pantry they attend. Social interactions with pantry staff or volunteers contributed most to their positive pantry experiences. However, not all interviewees said they have consistent and reliable transportation, which greatly affects how they come to access food pantries and grocery stores. One interviewee expressed the desire for the ability to visit pantries where culturally relevant or preferred foods are known to be available.

Access to Charitable Food and the Charitable Food Experience in Cumberland County

Clients generally learn about food pantry services by word of mouth from neighbors and friends, or when seeking help from social service representative.

Most elderly clients accessing food pantry services report their initial visits were facilitated by a friend or neighbor, often someone who was willing to provide transportation and bring them along to their own scheduled pantry visit. Two clients said they learned about their respective pantries through materials distributed by their children’s schools.

Kathryn, a mother of three, was familiar with her food pantry before using their pantry services because her children were taking cooking and nutrition classes there already. This was helpful when her “status changed” unexpectedly. “We knew the system a bit already… so it made using it easier,” she said.

Four people mentioned that case managers or social workers referred them to a pantry. Only one person interviewed reported deliberately seeking out food assistance with internet searches.

Clients who reported positive experiences at their food pantries cite welcoming staff and meaningful culture.

Clients were asked to describe their experiences while attending their food pantries. Responses were overwhelmingly positive, referring to kind and welcoming staff and the impact of pantry services.

Four clients described staff and volunteers from their food pantries as nice or friendly. Three clients said that their pantries were ‘judgement-free zones’.

“They’re just so nice and so open arms and you don’t see judgment on their faces or anything,” Alli, a white 30-year-old female client from New Hope Ministries Enola said. “They literally just sit there and talk to you… they actually really care.”

Feelings of inclusion and familiarity at a pantry site have the potential to make clients feel part of a community and can reduce stigmas or anxieties related to using a food pantry.

A few individuals enjoy the socializing that occurs at their food pantries, saying it makes them feel “not like a client.” Similar comments refer to the use of pantry spaces that are set up to be user-friendly. Susan appreciates that New Hope Ministries in Enola gives clients shopping carts, which “makes you feel like you are going to a grocery store.” Susan is one of a few clients who alluded to having a more dignifying experience with the ability to browse and select her own food. “It doesn’t feel like you’re poor and not allowed these things because of it,” she said.

Neighbors who felt safe and supported by their food pantry expressed willingness to return for services when they want or need them.

Kathryn appreciates the calm and welcoming atmosphere of Project Share. She suggests that they work hard to cultivate this space to encourage clients to return for services. “We don’t need additional help. With the little augmentation that Project Share gives us, we’re good,” she said. “But if we ended up (with) some sort if issue… I know I could give Project Share a call and say, ‘Hey, our status changed’… and they might be able to redirect me to help me find whatever else that we need.”

Two pantry visitors spoke about giving back to their pantries and community by volunteering in the future.

“Once I get my SSI and get my physical health a little bit better, I I’d like to go down and volunteer because I feel like what they’re doing is on the front lines…I really appreciate everything they’re doing,” Jim, who attends Project Share said.

Several neighbors benefited from additional programming and services offered by pantries.

For a few interviewees, to later engage in other services offered by the pantry, such as job training, GED courses, life skills, food nutrition classes, and case management services. Susan obtained her GED as an adult after enrolling in prep classes offered by New Hope Ministries. She took a workshop teaching soft skills for the workplace as well and a budgeting class that continues to help her today, “I’ve been using the same budget they helped me with since 2017.”

Kathryn’s two sons attend their cooking and nutritional education classes at Project Share where they have learned how to pick from healthy food choices and use foods available in the pantry.

Transportation challenges greatly affected food access for some neighbors.

Sofia used to be able to walk between grocery stores to pick out her goods. She enjoyed being able to compare between stores, choosing to purchase meat from Weiss, and fruit and vegetables from Giant or Aldi’s, depending on the coupons and special deals available that week. However, once she moved to her own house in Mt. Holly Springs, her access to grocery stores became very limited. “I don’t have a supermarket nearby,” Sofia said. She is no longer walking distance from many grocery stories and does not have a car of her own.

Now, Sofia can only get groceries when her coworkers do, or when they are able to give her rides. “I have to buy (groceries) in Carlisle to be able to bring to my place here in Mount Holly Springs… Last month, I got people to give me a ride from the church. I am waiting to see who will take me tomorrow to the food bank.”

While for Sofia, “this works for now,” she is eager to secure her own car soon to be able to not only access food on her own time, but hopefully also be able to take advantage of the choice-shopping model at Project Share, instead of using the drive-through because she is carpooling with others.

Steph’s ability to reach Big Spring Area Food Bank in time for services was largely dependent on the bus schedule’s hours. “Rabbit Transit used to take people out to the food pantry, but this is hard to make work because there are sometimes hours between when the bus can drop you off and when it can come pick you back up, so it can take a whole day for just that one errand,” she said.

Clients benefit from either a drive-through or client-choice food distribution model, depending on their circumstances and preferences.

Drive-through pantry models can save neighbors valuable time and increase access at busy pantries.

For Sofia, who does not have access to a car, drive-through is the best food distribution model as she can stop by on her way home from work with the help of a coworker. The Project Share drive-through option is also helpful for folks who would like to utilize the choice-shopping method but are not able to secure an appointment. “It is very hard to make appointments with them. They are very full. They fill up all at once… I would love to go on my own if I had my own car… Now I am doing drive through because it is easiest for me.”

Other pantry users expressed appreciation for drive-up programs which accommodate particular dietary needs such as switching pork-based foods for another type of protein.

Client choice pantry models allow pantry users to carefully check labels ensures the food they take home is safe and healthy.

Taylor is one of two individuals who cited health conditions and food allergies for themselves or a child in their household. She stated, “I can’t eat meat, so when the pantry has stuff like hummus, that makes me very happy, because that is a healthy food I can eat.”

Negative experiences at food pantries included understocked shelves and spoiled or expired food, as well as only being able to receive services at the pantry nearest to home rather than at a pantry that might be preferable for reasons other than location.

Few interviewees reported having negative experiences or had complaints about the services they received at food pantries.

Steven had trouble relying on his food pantry being stocked according to their advertising. “The inventory is very low,” he said. “They told me I have 14 choices, but sometimes there is nothing on the shelf.” He would like to go to a pantry in Harrisburg, where he says more food options are available, but was told he could not use this pantry because he lives in Cumberland County.

Clients also expressed that their pantries should continue to closely check the foods they offer to ensure that they are not spoiled or expired.

Conclusions

Interviews with pantry visitors highlighted some successful aspects of food pantry services that promote inclusion and sociability. Based on the experiences of those who were interviewed, food pantries appear to have ample visibility in Cumberland through public advertising and both formal and informal referrals by key acquaintances. Continued open dialogue and advocacy can increasingly engage individuals who need and want to access food services and destigmatize experiences related to using food pantries.

Responses also pointed to several small but tangible changes that, if made, can significantly improve access for families in need and improve overall services. For example, coordinating pantry opening schedules with relevant bus routes and times can open services to pantry users who rely on public transit. Clients who did not have their own vehicles had difficulty planning a food pantry visit ahead of time and found it more difficult to use client choice pantries, which can take longer to visit than drive-through pantries. Flexibility is needed for people who rely on others for rides and should be considered when working to ensure equitable pantry access.

Flexibility should also be considered regarding service areas. Reimagining larger or less strict service territory boundaries would enable clients to choose pantries based on hours of operation that meet their needs and ride arrangements, as well as to reach pantries that offer foods that offer foods more consistent with their dietary or cultural preferences.

It is important to note that while the interviews that were conducted and the conclusions drawn from them are highly informative, they should not be considered to represent all people who experience food insecurity in Cumberland County. Interview responses used throughout this brief account only for people who currently visit food pantries and have agreed to participate in both the survey and interview. Future qualitative studies should include individuals who need or want to use pantry services but are not doing so in order to uncover additional shortfalls and barriers to access within the charitable food system.

Similarly, the recommendations made above should not be considered an exhaustive list of the changes that can increase opportunity for neighbors countywide. Moving forward, the first and best way to assess neighbor needs and develop suggested policy changes is for food pantries to engage with the people they serve. Occasional brief surveys or listening sessions can help gather honest feedback and point to specific problems that pantry leadership may not be aware of, including but not limited to transportation availability, hours of operation, and food preferences. There is much more that can and ought to be done to fully understand the experiences of food insecure residents of Cumberland County and take steps to support them as the charitable food network works to end hunger.

See this research memo to learn about these neighbors’ experiences food insecurity in the county.