Why Representation Matters in Addiction Treatment — And What BrightView Is Doing About It

Addiction doesn’t happen in a vacuum, and recovery doesn’t either. For many people seeking treatment, especially those from historically marginalized communities, feeling seen and understood can be just as important as the care itself.

Representation in addiction treatment isn’t about optics. It’s about trust. It’s about safety. And it’s about creating spaces where people feel comfortable telling the truth, sometimes for the first time.

Why Representation Changes the Treatment Experience

Adrian Adams, a peer recovery specialist with the Virginia Harm Reduction Coalition, brings both professional experience and lived experience in recovery to her harm reduction work.

“When people see someone who looks like them or comes from the same community, it reminds them they’re not alone. Representation helps people feel more comfortable opening up and believing that help is actually meant for them.”

For patients entering addiction treatment, shame is often already present. Add to that a fear of judgment or misunderstanding, and the barriers to honest communication grow even higher.

According to Chrissy Richard, Nursing Director at BrightView Health, representation often shows up in simple, human ways, and those moments matter more than people realize.

“It’s the small things. Just saying, ‘Hey, how are you doing?’ Sitting next to someone on a bench. Complimenting their shoes. Those simple interactions allow people to open up,” Richard explains. “When they see you again, they open up a little more and a little deeper, because that wall has started to come down.”

When patients see themselves reflected in the people caring for them, whether through shared culture, language, lived experience, or values, something shifts. Conversations deepen. Defenses lower. Trust builds faster.

Representation helps patients feel:

• Less judged
• More understood
• More willing to stay engaged, even when treatment gets hard

Trust Is Built in Everyday Moments

In addiction treatment, trust isn’t built in one conversation. It’s built in hundreds of small moments; intake appointments, medication check-ins, group sessions, and casual interactions in hallways and waiting rooms.

Richard notes that representation helps bridge gaps that patients may not even know how to name.

“A lot of times, representation comes from somebody who just looks like them, someone who understands what they go through,” Richard says. “That alone helps build trust. It’s not the end-all solution, but it makes a difference.”

Staff members who understand a patient’s cultural context are often better positioned to recognize:

• How stigma shows up differently across communities
• Why certain fears or hesitations exist
• How trauma, systems, and history shape a patient’s relationship with healthcare

For many Black patients, these moments of connection matter because they counteract experiences of stigma and bias that often begin long before treatment — including in emergency rooms and other healthcare settings.

READ MORE: Stigma Hits Harder: How Racism Shapes the Addiction Experience for Black Patients

Representation Supports Retention and Recovery

“For me, peer support made the difference. I’d been in and out of treatment, but I still felt isolated in places where no one had lived through addiction. Meeting people in recovery who understood my story helped me believe change was possible — and that’s what kept me going,” says Adrian Adams.

When patients feel respected and understood, they’re more likely to:

• Return for follow-up visits
• Stay engaged in treatment
• Be honest about setbacks or challenges

Retention matters in addiction care. Recovery is not linear, and people are far more likely to stay connected when they believe the people around them truly care and “get it.”

“I didn’t know how much representation mattered until I experienced it. When staff understood my background and met me where I was, the shame started to fade. I felt seen as a person, not a problem — and that changed everything for my recovery.”

Richard reinforces that equitable care doesn’t mean identical care.

“Everyone may have the same goal, but you still have to treat every individual like their own person,” she says. “That’s what equity really looks like.”

How BrightView Is Working Toward More Inclusive Care

Representation doesn’t happen by accident. It requires intention, investment, and ongoing reflection.

At BrightView, building a workforce that reflects the communities we serve is part of delivering better care — not a separate initiative. That includes creating real opportunities for growth, leadership, and long-term careers across the organization.

Ameerah Edinburg, BrightView’s Human Resources Business Partner, explains how internal pathways support both staff development and patient trust:

“With initiatives like expanding the Patient Services Representative (PSR) career pathway — the first point of contact for patients onsite — investing in leadership development through the Horizons program for current and aspiring leaders, and strengthening business communication and transparency through statewide town halls, we’re creating real access to growth. Meaningful progress, though, happens when individuals also take ownership of their development and success — not in big leaps, but one step at a time. This is how we support people from the communities we serve in building long-term careers that strengthen trust with patients and reinforce the care experience.”

By investing in career pipelines, inclusive hiring, and leadership development, BrightView works to ensure representation is not only visible, but sustainable.

Staff Voices Matter, Too

Representation doesn’t just support patients; it supports staff as well. When team members feel valued and empowered, they’re better equipped to care for others.

That sense of belonging allows staff to show up authentically, and patients feel the difference.

Seeing Yourself in Healthcare Matters

People want to see themselves reflected in the places where they’re most vulnerable, including healthcare. Representation sends a powerful message: You belong here. Your story matters. Your recovery matters.

For patients who may have faced judgment, dismissal, or stigma elsewhere, that message can make the difference between walking away, or staying.

As Richard puts it:

“Take that leap of faith. You may have to visit a few places before you find the right fit, and that’s okay,” she says. “Don’t settle when it comes to your treatment. There will always be someone willing to walk alongside you.”

Closing Thought

Recovery begins with connection. By investing in representation, inclusive practices, and trauma-informed care, BrightView continues working toward an environment where patients are treated not as labels, but as people.

Cover Image Provided by Adobe Stock.