The last time Lutheran Social Services pioneered a big change in the way its local food pantries operate, pre-filled boxes were scrapped in favor of a free-choice model that allows clients to pick out their own produce, meat, grain and dairy items.
Next up is an approach that will trade on-site shopping for online ordering.
"I've been saying we're going to the Amazon model," said Mike Green, manager of the Champion Avenue food pantry on the South Side.
Lutheran Social Services administrators say the digital shift will be a first among pantries in the state and likely the nation, as well. The agency's five storefront operations in central and southeastern Ohio are to close over the next several months, as those traditional pantries transition to an online ordering and mobile distribution system.
Lutheran Social Services operates the state's largest food-pantry system, including mobile pantry trucks that travel to communities in southern and southeastern Ohio.
"With the savings we've projected, we will be able to invest funds back into the food we purchase and distribute," said Brad Draper, director of food-pantry services. "We plan to at least serve the same number of families we have in the past, but our goal is to be able to serve more due to the ease of this online ordering and nimble distribution solution."
The plan elicited worried responses from some of the clients and volunteers at the Champion pantry Tuesday. Volunteers tucked bright green cards printed with a short explanation of the coming change into clients' bags of food.
"I don't have a computer, and I only have a flip phone," said Bernice Pearson, a 68-year-old widow and retiree who scrapes by on Social Security. "I don't do anything online."
Pearson raised a granddaughter, now 19, and the two recently lost food-stamp eligibility when the teenager got a part-time, fast-food job. So Pearson turned to the pantry, as she does from time to time, for help with meals. She likes the storefront service and doesn't want it to change.
"You can talk to people here. They're always friendly," Pearson said. "They don't make you feel bad about needing to come to a pantry."
Clients without internet access will be able to call and order food by phone, Lutheran Social Services said. After orders are placed, online or by phone, the agency will deliver the food to one of multiple pickup sites where clients will come to get their orders.
The pickup sites still need volunteers, who will be on hand to help clients choose perishable foods such as produce and meat when they pick up their orders.
"I worry about my clients. I'm getting teary-eyed already," said Julie Steinberg, a volunteer at the Champion pantry. "There's a lot of camaraderie here. And a lot of people like to walk around, read the food labels."
Lisa Hamler-Fugitt, executive director of the Ohio Association of Foodbanks, said she's interested to see how the system works, especially for seniors and those without smartphones. "The jury's still out," she said.
Lutheran Social Services is committed to a careful, patient process, Draper said. "The thing that I frankly lose the most sleep over is making sure that we take the time and walk through this with clients," he said. "We want to build that into this change, to make sure we show them what the experience will be like."
The pickup sites, like the mobile pantries that the agency opened eight years ago, will be warm and welcoming and able to link clients to other needed services, Draper said.
"We will always serve people with heart," he said. "Not only are we providing food; we're providing hope and dignity and all that goes along with that."
rprice@dispatch.com
@RitaPrice
