As a community navigator, we are often tasked with assisting individuals and families through some of the most challenging moments of their lives. These moments often bring to light the complexities of our community’s resources and the human dynamics that make navigating these systems both rewarding and, at times, deeply frustrating. Recently, I had the opportunity to work with a client whose situation underscores the realities of the housing crisis and the delicate balancing act navigators perform when working to help those in need.
This particular client came with a living situation that was untenable and unsafe. Their need for stable housing was urgent. However, they didn’t fall neatly into the categories that might have made accessing resources easier. They were not a single parent, nor were they seniors, which meant that many of the programs and services designed to address housing insecurity weren’t available to them. This is a common challenge; while our community offers various resources, many are targeted at specific populations, leaving others to struggle in the gaps.
Adding to the challenge were the client’s high expectations. Understandably, they wanted a housing solution that matched their vision of stability and comfort. However, in a market where affordable housing is scarce, finding an ideal solution is often an impossibility. As a navigator, part of our role is to manage expectations while still providing empathy and understanding. This balancing act can be difficult, especially when clients are under immense stress and may have a limited understanding of the barriers they’re up against.
Throughout the process, we worked to identify available housing options that aligned as closely as possible with the client’s needs and preferences. This involved countless phone calls, applications, and coordination with various agencies and landlords. It also required our team to act as a mediator—between the client and the system, and at times, between the client and their own expectations.
Despite our best efforts, the outcome was not what the client had hoped for. While we secured a housing option that provided safety and stability, it fell short of their vision. This was a difficult moment for both of us. It’s hard to see someone’s disappointment after you’ve poured your energy into helping them, but it’s also a reminder of the larger systemic issues at play. The lack of affordable housing, the gaps in available resources, and the constraints of eligibility criteria all contribute to these less-than-ideal outcomes.
This experience reinforced the importance of empathy and clear communication in our work. Each client comes with their own story, set of challenges, and perspective on what “success” looks like. Navigating these differing personalities and expectations requires patience and a commitment to finding solutions, even when those solutions are imperfect.
It also highlighted the urgent need for systemic change. Our community cannot thrive when so many struggle to find a place to call home. We need more affordable housing options, flexible eligibility criteria, and greater investment in programs supporting individuals who fall through the cracks.
While this case didn’t end in a fully satisfying way, it’s a reminder of why this work matters. Every effort to connect someone to a resource, every conversation that helps clarify their options, and every small step toward stability contributes to the larger goal of building a more equitable and supportive community. And while the challenges can feel overwhelming, the impact of even one successful connection is immeasurable.
Do you have a community housing option to share? For the next issue of Capacity Catalyst we’ll include a list of current affordable housing options in the area.