Understanding What Makes Them Stay: Retention in the Frontline Workforce for Those Unhoused

Soaring rates of physical and mental health among the homeless population demand a workforce with increasingly sophisticated treatment knowledge and skills to address their complex experiences and socio-behavioral needs. However, the retention of frontline workers in this industry is a rising concern. More information is needed to understand how frontline workers within homeless services experience their daily work and their motivations for continuing in this field. The current study reports findings from 11 frontline worker interviews on what facilitates workforce retention in two homeless service agencies in Florida, where homelessness has increased in recent years. The themes identified in this study (a culture of caring for workers, empathetic attunement, and a commitment to agency mission) highlight the importance of organizational culture for continuing in these agencies despite low wages and insufficient intervention options for this population. Recommendations include increasing efforts to prepare frontline workers during onboarding trainings for this work and supporting supervisors to respond to the diverse client experiences frontline workers face. Future research should explore if job embeddedness factors, differences in supervisory support, and resources available in different locations to assist those unhoused impact retention of frontline workers.