How upSTART’s Community Health Workers are Changing Lives in Houston

Texas Children’s Hospital’s commitment to community health extends beyond clinical care, transforming the lives of expectant parents and families with young children in Greater Houston through a group of community-focused, evidence-based initiatives known as upSTART Community Programs. The upSTART team works directly in communities to provide accessible programming to support positive parenting, early brain development, and maternal-infant health. One of the key components of this work are its community health workers (CHWs) and patient access specialists. These professionals provide one-on-one support to struggling families, connecting them to essential resources and services needed for their children to thrive. 

The Role of upSTART Community Health Workers 

Education is a key component of upSTART Community Programs, including the flagship program upWORDS. Class participation, however, can be difficult for parents facing barriers like housing instability, food insecurity or financial stress. These families require additional support with basic needs. 

That’s where the team of certified community health workers from Baylor College of Medicine and Texas Children’s come in. As members of the upSTART Community Programs team, each CHW brings unique skills and experiences, but all share a commitment to providing compassionate, hands-on support. Their work involves: 

• Community resource referrals – identifying family needs and connecting them with essential services like local food banks, childcare programs, housing and utility assistance and healthcare services. 
• Application support– helping families enroll in Medicaid, WIC, SNAP and other benefits. 
• Partnerships for Direct Assistance – connecting families with resources such as diapers, clothing, rent, transportation, utilities or safe sleeping arrangement, as well as support to families in crisis. 

Empowered to Empower Others 

Rosa Paredes, a patient access specialist with upWORDS, knows firsthand the difference her work can make. She began as a participant in the program with her six-month-old daughter.  

“I fell in love with upWORDS as a participant. I just kept thinking; everyone needs to know about this program. I couldn’t stop talking about it.” Rosa says.  

She joined Texas Children’s and the upWORDS team over six years ago and was later promoted to a senior program assistant. After completing 160 hours of training at the University of Houston through a CHW certification program, she is now a patient access specialist. Thirty parents who were formerly enrolled in upSTART initiatives have received training in the Community Health Worker certification program. Like Rosa, many are now serving as advocates and navigators, making sure more families have access to the resources and services that once helped them.   

Rosa’s personal experience gives her a deep understanding of the challenges families face. She gets emotional describing what the program means to her personally and to its participants. 

“Knowing that a child now has a safe place to sleep, or a mom can get her child evaluated for a concern is deeply rewarding. We’re making a difference by showing them they are not alone.” 

In addition to her work supporting vulnerable families, Rosa has recently gone back to school, pursuing a degree in early childhood education. “I want to keep growing and to continue empowering families, helping them to thrive.” 

Rosa Paredes with her daughter as she graduates from the upWORDS program.

Creating Connections with Compassion 

Santy Guel, a CHW with upLIFT, grew up in poverty but because her mother was always helping and feeding others in her community, as a child she thought they were rich. While experiencing hardship after having her daughter, Santy had a negative experience applying for state benefits. She walked out determined. “I told myself; I’m going to be on the other side of that desk one day. I don’t know how. I don’t have a plan, but I’m not going to treat people like I was just treated.”  

Santy began her career in healthcare as a medical assistant at a Federally Qualified Health Center in Houston, transitioning from the front desk to the call center before becoming a program navigator handling applications for state benefits. Not only had she made it to the other side of the desk, but she also had the opportunity to attend classes and be certified as a community health worker.  

Three years ago, she was one of the first CHWs hired at Baylor College of Medicine to work across the upSTART programs. As the team has expanded, she’s focused on the upLIFT program, which supports women with perinatal depression and anxiety. 

Santy emphasizes the importance of everyday connections when visiting families at home. “First impressions mean everything,” she says. “I look for small ways to connect—interacting with their babies, communicating in their language if they are Spanish-speaking, or noticing what they’ve got cooking.” 

Santy Guel with her family at her graduation from the Community Health Worker program.

A Collaborative Effort to Meet Families Where They Are   

“Families don’t always reveal the full picture right away,” explains Ursula Johnson, project director for upSTART Community Programs at Baylor College of Medicine. “They may ask for something small—bus money to get to work—but as you work with them, you realize they need much more.” 

Because many families are hesitant to seek help, building trust is at the core of what community health workers do. The upSTART team works to establish relationships, offering support in a way that is respectful and empowering. “Their top priorities aren’t always what I think is most urgent. But I don’t walk in and tell them what to do,” explains Santy. This approach allows the team to address immediate needs while also helping families plan for long-term stability. 

“Families need to see that you genuinely care,” says Rosa. “In addition to being empathetic, compassionate and nonjudgmental, you must also be patient and really listen so you can learn about their needs and meet them where they are.” 

Every day as a CHW involves problem-solving, but some days can be particularly challenging. “We never quite know what we’re walking into,” says Santy. She recalls an emotionally difficult case involving a teen mother who was herself a child experiencing bullying. After building strong trust with the teen and her family, Santy helped her enroll in a sports league that provided much needed community and belonging. “She sent me a photo of herself and wrote, ‘Because of you, I have friends. I have my team behind me.’  That small note meant the world to me.” 

Collaboration is key to tackling complex situations. Ursula describes a case where Santy and Rosa worked together to assist a mother facing domestic violence while also struggling with childcare and school enrollment for her children. 

“Rosa focused on education—finding Head Start programs for the little ones and Boys & Girls Club programs for the older kids. Santy handled housing and domestic violence support, helping the mother create a plan to move forward.”  

Working together to address each piece of the puzzle is not only what community health workers do, but also what drives the expansion of upSTART Community Programs, which have so far helped thousands of families.  

“I hope we can continue expanding so more families can benefit,” Rosa says. “Every parent should have access to this knowledge and support—it truly changes lives.” 

We’re Just Getting STARTed 

Texas Children’s, in collaboration with teaching partner Baylor College of Medicine, is helping to create healthier futures for children and women by investing in community health and wellbeing. Thanks to generous grants and foundation support, we give children the best start in life by empowering families with access to critical knowledge, tools, services and resources.  

For more information about upSTART Community Programs or to learn how to enroll, visit our page at Texas Children’s Public Health Pediatrics. 

Are you passionate about making a difference in the lives of children and families? Explore career opportunities at Texas Children’s and Be the Difference.