In an annual, nationwide effort of the homelessness emergency response system, the Point-in-Time (PIT) count being held this week provides a numerical snapshot of the size of the population experiencing homelessness. Often held on one of the coldest nights of the year, the data serves as a barometer for how national, state, and philanthropic approaches aimed at reducing homelessness are effectively addressing the issue. And while this data is a critical starting point, numbers alone fail to capture the diverse and nuanced experiences of individuals facing homelessness that could be more richly informing decisions around policies and program design.

Compassionate conversations are emerging as a strategy that can help policy-makers, service providers, and funders more effectively understand the complexity of the homelessness response system and where it is failing.

“To bring about meaningful change, we need to help humanize the experience of homelessness and the diverse people it impacts,” says Eva Tine, Director of Safe and Stable Housing at United Way of Massachusetts Bay. “We all share a collective responsibility to build a truly compassionate and inclusive society that benefits everyone.”

One-on-one conversations with individuals who have experienced homelessness fosters empathy and understanding. This approach showcases the diversity of those affected by homelessness, breaks down stereotypes, dispels stigmas, and promotes a more compassionate perspective.

Last October, United Way co-hosted our first Compassionate Conversations event to create the opportunity for people who have experienced homelessness to share their challenges, ideas, and solutions with policy makers and funders to help reshape the narrative on homelessness. Facilitated by United Way but crafted by members of our Homelessness Empowerment Coalition (H.E.C.) and Community Action Hub (C.A.H.) Co-Design Team, whose members have all experienced homelessness, the event focused on uplifting and empowering community voices.

Attendees left with new insights on how they could make their own programs and policies more compassionate and more effective because listening to people's firsthand experiences highlighted root causes like affordable housing, mental health, and systemic inequality.

Homelessness is a point in time in someone’s life, a temporary circumstance that can be overcome, not a label.  The 15,500 homeless individuals in Massachusetts are people with stories, dreams, and hopes, who come from various backgrounds, professions, and walks of life.  Understanding their stories uncovers the human side of homelessness, how they were guided to services to help them overcome challenges and rebuild their lives.

Danielle, who was likely included in past PIT counts recently shared her story at the Massachusetts State House at the public hearing for the proposed Affordable Homes Act. Seven years ago, Danielle lost her job and apartment due to eviction, experienced a divorce, lost custody of her youngest daughter, and battled mental and physical health issues, all simultaneously. “I was going through too much stress, I couldn't work, was struggling to meet rent, not eating, and living on coffee and cigarettes all the time. I wasn't taking care of myself. Things piled up until I faded away. That was the huge crash in my life,” said Danielle.

By chance, she encountered an old friend who informed her about Community Counseling of Bristol County (CCBC) in Taunton. After visiting CCBC, she learned about the Community Support Program (CSP), a group-based home facility or shelter.  Promptly, she called 1-800-HOMELESS, connected with a worker, and engaged in the program. Additionally, she also went to Our Daily Bread Soup Kitchen and gained valuable information about the CSP. Through her participation in this program, she gradually rebuilt her life.

Transitioning from homelessness to stable housing, she partnered with CCBC, the agency that helped her, and became an advocate for others experiencing homelessness. Communication played a crucial role in Danielle's journey, helping her regain stability, fostering hope, and contributing to her overall well-being.

Happy, healthy, and confident, Danielle envisions a future focused on advocacy, public speaking, and inspiring positive change. “I would like to call my advocacy statement -be the change you seek.”

“People who have experienced homelessness are some of the most caring and resilient people I know,” Tine says. There is an untapped power in shifting the narrative and celebrating the resilience of people experiencing homelessness that can help propel their progress toward stability. Family dynamics can contribute to homelessness without room for change.

Vanessa is a living example of resilience and determination. From the comfort of a home and private school to the uncertainties of homelessness, she navigated countless challenges. In 2009, at the age of 19, she confronted her mother about alcohol abuse and an unsafe household. After being forced out by her mother, housing instability became her unwelcome companion, leading her to juggle multiple jobs (often three at a time) and diverse living situations – from a car to couch-surfing and shelters. This also meant constantly adapting to different households and rules, and the emotional strain of relying on others for shelter took a toll on her mental health.

For Vanessa, the simple act of having to turn in her keys every night to temporary housing became a symbol of her experiences. Vanessa defied these moments spent on the cushions of friends' and relatives' sofas by earning a degree in Media and Communications from Temple University in 2014. Currently, Vanessa resides in a Single Room Occupancy unit (SRO ) at the YWCA, actively pursuing new career paths. This technically marks the end of her homelessness chapter from 2009 to 2022, as she takes strides toward a more stable future.

Discover more about the organizations prioritizing community engagement to help inform their services, consequently connecting people to valuable resources. Several of our United Way’s community partners, such as HarborCOV, Sarepta Women and Children Empowerment Center Inc, and Essex County Community Organization (ECCO), exemplify a holistic approach to tackling homelessness. They are committed to working with people who experience homelessness to reshape the way we deliver housing and programs in our communities.

Whether you're a volunteer participating in the count, a service provider, grant-maker, or an ordinary person passing by an unhoused neighbor, here are some tips for asking compassionately framed questions to actively listen to their stories:

By embracing these approaches, we can not only acknowledge the existence of homelessness and track the numbers, but we can also actively design more inclusive communities. By humanizing homelessness, we inspire positive transformations and pave the way for a more compassionate and inclusive future. Together, we can be catalysts for change, building a world where every individual is seen, heard, and valued.

Want to find ways to engage in compassionate conversations to shape your own work and learning? Email Eva Tine (etine@supportunitedway.org) to explore hosting a Homelessness Empowerment Coalition, compassionate conversation or engaging people who have experienced homelessness in your organization and community.