Communication and Coordination in a VA Rapid Rehousing and Homelessness Prevention Program: A Qualitative Study

Communication and coordination among partners are critical to achieving a shared goal, especially when addressing homelessness. The Supportive Services for Veteran Families (SSVF) program is a partnership between the U.S. Department of Veterans Affairs (VA) and community nonprofit organizations (grantees) that aims to prevent and end homelessness among veterans. The study team conducted a qualitative study with SSVF program stakeholders, including SSVF grantee employees, VA homeless services providers, and veterans using SSVF services. The study team focused on themes related to communication and coordination. This article highlights these findings. The study team conducted semi-structured telephone interviews with 20 grantee employees, 21 VA homeless services providers, and 83 veterans receiving SSVF program services. The VA homeless services providers and SSVF grantee employees described their relationships as positive, with effective communication and coordination. However, these key informants reported communication challenges regarding changes in policy and eligibility requirements. Some veterans reported difficulties receiving timely and clear communication from grantees. All three groups recognized the high staff turnover and burnout among SSVF grantee employees, which negatively impacts the program. Participants offered strategies for improving communication, including additional meetings between VA homeless services providers and SSVF grantees, establishing consistent points of contact, and ensuring greater transparency and access to critical information needed to serve veterans. Additional recommendations included addressing staffing challenges both at the VA and grantees, enhancing education on program roles and services, expanding training opportunities for grantee employees, and maintaining an updated list of available resources and policy changes.