For many residents entering Stepping Stone Emergency Housing, the first face they see belongs to William Wicklund. As the shelter’s Intake Specialist, William is more than just the one who handles “the boring paperwork”—he’s a welcoming presence, a reassuring voice, and often the first person to show our residents that they’re in a safe place where healing and progress are possible.
Though William didn’t originally plan to work in the housing or social services field, the seeds of service were planted early. “Growing up, I was always volunteering—at church, school organizations like FCCLA—anything where I could help people,” he says. That spirit of giving ultimately led him to earn a degree in psychology from the University of Minnesota Duluth, with an eye toward understanding mental and emotional well-being.
“I actually thought I’d go to med school,” William reflects. “But school is expensive—and I realized what I really wanted was a career in service. I’ve always been drawn to helping people, especially because of things I witnessed in my own family.” That desire to serve—and to truly understand people—made the transition to Stepping Stone a natural fit.
William’s first job in the field of social services has become a place where his empathy shines. “When I sit down with new residents and hear their stories, I see a lot of parallels to my own life. The only difference is I had a support system. They didn’t.”
As the Intake Specialist, William is responsible for greeting new residents, helping them settle in, and explaining the shelter’s policies and support offerings. He makes a point of scheduling intake times around lunch, so he can not only provide a meal, but also help new residents feel part of a community from the moment they arrive. “People come in scared, unsure. I try to introduce them to others who are welcoming and help them feel safe. That first impression really matters.”
Over the past year, William’s own view of homelessness has shifted. “Before I started, I had the same image most people do—a big gym full of bunk beds and chaos. But Stepping Stone is nothing like that. This is a place with real support, real programs. People are trying to get out of homelessness, and we give them a clear path forward.”
He sees three common threads among those who come to the shelter: addiction, mental health challenges, and/or lack of a support system. “Some people come here after struggling on their own for a long time—living in cars, couch-hopping, running out of options. They’re often exhausted, not just physically, but emotionally.”
One of the most memorable residents William worked with was a man named “John.” “From the first day, he was a character. He’d made mistakes, but he was determined to change. I’ll never forget when my car battery died in the parking lot—he was the one running around trying to find jumper cables to help me out.”
Stories like John’s are reminders of the humanity and potential within each person. “This job teaches you how quickly life can change,” William says. “Even donors and supporters—one bad investment, one health issue—and it could be them here. It’s humbling.”
When asked what message he would put on a billboard about Stepping Stone, William doesn’t hesitate:
“Without systematic change, this could happen to anyone.”
And while he acknowledges the role of systemic failures, he also recognizes how individual trauma and past decisions contribute. “Addiction and mental health are big ones—but the absence of a support system is often the thing that tips people into crisis. Many just have no one left to turn to.”
Still, what gives William hope is the community that forms within the shelter. “For some, this is the first place where they feel like they belong. That sense of connection is powerful—it can make it hard for people to leave, honestly. But it’s also what helps them grow.”
As for his part in it, William takes pride in being the calm, steady presence residents meet on Day One. “I joke sometimes, ‘This probably wasn’t part of your five-year plan,’ but then I remind them—they’re in a better place than they were yesterday. Let’s go from here.”
We’re lucky to have William as part of our team—and our residents are lucky to have him as their guide, advocate, and sometimes even their first friend at Stepping Stone.