Elena* stands at the edge of the emergency shelter’s entry, watching the Monday evening shift change. On her tablet, the dashboard shows 100% completion for the new mandatory "De-escalation" eLearning course she recently launched. Technically, all volunteers in the room are "certified." Then Marc, a regular client, approaches the front desk. He is hoping to return after a three-day service restriction, but Sarah, the newest volunteer, sees the restriction is still active for