Carol, a former model who had fallen on hard times, visited the center one morning and met Jim. When she asked for a pair of jeans, he brought her to another volunteer, who led Carol into the clothes distribution room. A few minutes later, Jim heard a commotion. Carol was drunkenly running through the building, half-naked, with her pants falling off, complaining about her jeans and screaming expletives at the staff. Jim took Carol outside and calmly explained that she was welcome but that she needed to remain sober. He offered her a cup of coffee and asked if she understood their “deal.” She
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