Frequently Asked Questions

What should I say in my message?

You can say something like “Hi NAME, I hope these resources are helpful 💖 Don’t hesitate to text back if you need anything else!” This is just an example–we’d love for you to put in your own spin on it. You can always check their bio or call out a particular resource in your message to customize it further, and don’t forget to offer help applying for SNAP if they don’t have it. The most important part of our work is letting our clients know that there’s a real human being on the other side who cares, so we want to see your version of hospitality!

Can I watch the training again?

Yes! If you click over to ‘REFER’, the main page, you’ll see a small ? icon on the right side of the yellow bar in the middle of the page. Click on that, and you’ll be able to view the training videos again.

What’s the difference between a food pantry and a soup kitchen?

A food pantry is a place that hands out grocery style items–fruits and vegetables, meat, pantry staples, and canned goods. A soup kitchen is a place that hands out ready-to-eat food, like sandwiches or hot meals.

This client has requested soup kitchens, but I don’t see any on the map. What should I do?

First, make sure to zoom out a bit to see if there are any options further away. If you still don’t see any soup kitchens, you have two options. You can escalate the client to a Lemontree specialist, or you can share a few of the closest food pantries instead and explain why in your message. Make sure to open the door for them to ask for more information–here’s an example: “I know you were looking for soup kitchens, but unfortunately, I couldn’t find anything nearby. I’ve included a few food pantries instead, which provide groceries, but please let me know if that doesn’t work for you! We’re here to help 🙏”

What if I don’t see any resources on the map?

If you’ve zoomed out and you still don’t see any resources, you can click “Escalate to a Lemontree specialist”. This is usually because someone has signed up who doesn’t live in an area we serve. Lemontree currently serves NYC, NJ, Philadelphia, Boston, Washington DC, and Baltimore. One of our specialists will be able to confirm whether they’re outside our service area and point them in the right direction.

What if this resource is for seniors only or students only?

We try not to ask for too many personal details from our clients to keep the process as low-touch and confidential as possible, so at this point in the conversation, we’re not sure about their age. If there are other options in the area, please select those. If that’s the only option, you can share that resource and highlight the age requirement in your message. And you can always escalate the client to a Lemontree specialist if you’re not sure what to do!

Wait, what am I supposed to do for SNAP benefits again?

In your message, you can let the client know that you have noticed they are not currently receiving SNAP benefits and ask if they'd like to apply. If the client responds, our team will assist them with the next steps.

SNAP benefits, also known as food stamps, are one of the best resources for folks facing food insecurity, so we want to be proactive about connecting our clients to this help. Many of our clients don’t realize that they’re eligible, or are just confused by the process. That’s exactly what Lemontree is here for! If you’re curious, you can learn more about SNAP here, but our team will assist clients through the process.

How will I know if the client responds to my message?

Responses are directed to our main inbox. This is for a few reasons–mainly, because the client might not respond for a few hours or even days. As a volunteer, you’re the front door of Lemontree! Your job is to welcome clients with warmth & empathy and provide them with the information they’ve requested. Our team of specialists will handle anything more complicated. But you can see feedback from clients if you click over to "FEED" at the top! That page is updated in real time with photos & comments we receive from clients that have been helped by volunteers like you.

I clicked on something, and I can’t escalate anymore. What should I do?

If you click ‘Select’ on that resource to choose it for the client, you’ll see the ‘Escalate’ button again. Don’t worry about the selected resource, as the specialist will review the situation & take care of it.

Why do some of the resources have so many requirements?

Every organization is different, but the requirements are usually in place due to their funding. They may have received a grant that is restricted in the demographic or neighborhoods it funds, or requires them to collect this information for impact measurement. Sometimes, it’s just a way for the pantry to manage their clients and, unfortunately, cut down on the the number of people that line up–there is so much need out there, and they just don’t have the capacity.

What areas does Lemontree serve? Where are clients located?

Lemontree currently serves NYC, NJ, Philadelphia, Boston, Washington DC, and Baltimore, and we’re planning to launch in more regions by the end of the year! The clients you help today come from all of those areas.

How do people hear about Lemontree?

We spread the word in a variety of ways, including flyers, community partnerships, and digital marketing.

Is it 24/7?

Yes! Our helpline business hours are 10 am – 6 pm, but we receive requests at all times of day (and night), so you can log on to volunteer at any time.

What if I know someone in need of food?

You can direct them to our website: foodhelpline.org, or you can share our flyers!

Help! I’ve noticed a bug.

We’re constantly updating our data & improving our infrastructure on the backend, which may affect the volunteer platform as well. Try refreshing the page, but if something still isn’t working, please let us know in the chat!