Veterans' Experiences with the Supportive Services for Veteran Families (SSVF) Program

VA's mission to end homelessness relies heavily on the Supportive Services for Veteran Families (SSVF) program, which operates through community-based non-profit organizations to provide Housing First interventions. The SSVF program provides temporary financial assistance (TFA) for rent, deposits, and other housing-related expenses, along with case management services to help Veterans and their families navigate the housing process and connect to additional resources. The program includes homelessness prevention services for Veterans who are at risk of losing stable housing as well as rapid re-housing for Veterans experiencing homelessness. Each year, SSVF works with more than 300 grantees throughout the country to serve nearly 100,000 Veterans, with expenditures exceeding $300 million.

An HSR-funded research initiative has yielded several empirical studies of SSVF's effect on health and behavioral outcomes, housing stability, and health care costs, but despite the scope and importance of SSVF, much remains unknown about the lived experience of the Veterans navigating these systems: how their needs are met across different grantee organizations, or how satisfied Veterans are with their experiences. To explore these unanswered questions, researchers conducted a comprehensive qualitative study that included interviews with Veterans who had used SSVF services.

Between November 2021 and January 2023, trained research analysts conducted semi-structured telephone interviews with 83 Veterans who had used SSVF services provided by 20 different grantee organizations across the United States. The interviews, which averaged 35 minutes in length, focused on the transition from homelessness to stability and the specific role the SSVF program played in that process. After they had been conducted, the interviews were transcribed and analyzed to identify common themes and experiences.

The research team asked Veterans about their experiences with TFA, the challenges they faced, what worked well, and what could be improved. They also explored how SSVF affected Veterans' physical and mental health, what Veterans needed to remain stably housed, and whether having a peer mentor would have been helpful.

Stable Housing and the Safety Net of TFA

Most Veterans interviewed said they had achieved stable housing through SSVF, despite challenges related to the lengthy process of receiving benefits-what one Veteran described as a "revolving door of social services"-and substance abuse-related issues. Several credited the federal Housing and Urban Development-Veterans Affairs Supportive Housing (HUD-VASH) program for their success in achieving housing. When asked what they needed to remain stably housed, Veterans emphasized sustainable employment and income above all else. Other important factors included staying mentally healthy, continuing substance abuse treatment when needed, affordable housing, and knowing there was a safety net if things went wrong again.

" They gave me stable housing, I just-you know, I had personal issues that took it away from myself. It was my own-I mean, you guys did everything you said you would do and it wasn't you guys' fault they took my apartment from me. I mean, I-I can't blame anybody but myself. And I'm talking about the first time. The second time, you know, it was six months and the six-month lease ended, and I didn't choose to utilize the other six months, I chose to handle my drug and alcohol issue by coming in here."

Most interviewees said TFA helped them find stable housing and get off the streets. With this assistance, they were able to save money, catch up on rent, pay bills, and spend time working on their recovery. Several Veterans mentioned using TFA to fix their cars so they could make it to appointments and look for jobs or housing.

"Oh, yes, it was a blessing. It was only for temporary terms, and like I said, it was a single bedroom, but it was exactly what we needed at the time. To get us up off the street to look, so we can actively look for a permanent residency while not being-wondering where we're gonna sleep or nothing like that, you know what I mean?"

The Impact on Health and Well-Being

Most interviewees reported that TFA improved both their physical and mental health by eliminating burdens and creating opportunities for them to take care of themselves:

• "…it helped in reference to my health because I was able to, of course, eat a lot And in eating a lot better and having a place, I was also able to go to some of my appointments, but I didn't necessarily go like I should have because coming right off the street and not, how would I say this, I don't think I was set mentally, or mentally in a proper sense to be able to sustain."

• "…they provided a sense of support and stability that I didn't have before. And the amount of chaos that that can bring to somebody sufferin' with bipolar disorder and PTSD at the same time is a hard balance. So, having a team behind you to provide you with emotional guidance, you know, emotional support and guidance through the process, taking steps by-and talking to you, checking Amazing people, like seriously, I'm very grateful for all the help they've provided us."

Some Veterans, however, said that going through the SSVF process made their mental health worse, causing frustration and stress when they did not receive clear information or were told they did not qualify for assistance due to their income level.

Housing Instability and Healthcare Access

Some Veteran interviewees drew a straight line between housing instability and health. Many struggled to access healthcare during their homelessness episodes due to transportation barriers, lack of awareness about VA eligibility, or delays in benefit approval.

These gaps had serious consequences: chronic conditions worsened, lack of access to medications resulted in job loss, and untreated mental health needs made it harder to navigate the path to stable housing.

• "Yeah, when I was living up with my friend, my doctor was down here, you know, about 120 miles away, so I couldn't make a lot of appointments, because I didn't have a way to get down there."

• "[…]. So, my diabetes kind of ran rampant because I now have neuropathy pretty bad. And I had some situations with almost having some kidney failure. My eyesight went pretty bad with glaucoma and cataracts. So, as far as actually getting any medical situations I had taken care of, no, I wasn't able to, and I didn't."

Empathy, Efficiency, and Expansiveness

Veterans who had positive experiences with SSVF consistently credited three main factors: helpful and empathetic employees, efficient processes, and comprehensive support that covered all their needs.

"They did a very good job. They're very informative. They explain things thoroughly. Me, personally, I don't have any complaint with any of 'em. […]. And I could feel my caseworker feel my pain. That's the thing. And I start feelin' bad 'cuz like, you could tell she was rooting for me so much to get a place that whenever somethin' gonna fall through, it's like I can see the let down on her side like, dang, like we almost had it. I could see her like goin' through it with me and, to be honest, I don't want her to go through it with me 'cuz I don't wish this on anybody."

Challenges: Administrative Barriers and Staff Turnover

Several Veterans struggled with the program and identified significant challenges related to high staff turnover rates at grantee organizations, communication problems, poor treatment from some employees, and being placed in unsafe neighborhoods. Many Veterans went through multiple case managers, which caused frustration and inconsistency.

• "…we actually went through like three or four different case managers."

• "Communication was spotty. We played a lot of phone tag."

• "And they didn't care, they just wanted me to-a number so they could charge the VA for whatever services they charge for."

• "I mean the people who grew up there don't even wanna walk in that neighborhood. […]And I'm walking a mile in this neighborhood to get to the metro. And during the day it's fine, but at night it's, you know it's a little difficult."

Veterans interviewed for this analysis offered a number of specific suggestions for improving the SSVF program, which point to several areas for attention:

Addressing Staff Burnout and Turnover

High employee turnover and burnout emerged as major challenges. Veterans recommended increasing staffing at grantee organizations or reducing caseloads so that employees could provide more hands-on, individualized support. Consistency and continuity in case management relationships was important for Veterans' sense of security and trust in the program.

Improving Communication

Clear, consistent communication between grantee staff and Veterans was essential for positive experiences. Veterans suggested better communication about available services, clearer expectations about the application process, and more frequent check-ins from case managers.

Simplifying Processes

Many Veterans found the application and qualification processes overly complicated, with too much paperwork and too many requirements. As one Veteran put it: "Christ, we fought for everybody on this earth, for America. . . So, we shouldn't have to be jumping through hoops."

Flexibility in Support Duration

Veterans gave mixed responses about the length of support they received. While many appreciated the assistance and understood resources were limited, several wished for longer assistance or more flexibility. The fixed timeframes did not always align with the realities of finding stable employment and housing, especially when complications arose. As one Veteran noted, "six months, that goes by fast. It's fine if things happen boom, boom, boom, but it doesn't always happen like that."

The Value of Peer Mentors

Most Veterans believed having another Veteran as a peer mentor would have made the SSVF process easier. They felt peer mentors would have more empathy, could better understand their situations, help with transportation, guide them through the process, and explain what benefits they were entitled to. As one Veteran said: "Sometimes you feel like a number. You need that peer who's been in your boots to say, 'I've been there, and here is how we get through this paperwork.'"

Richard E. Nelson, PhD is a health economist and investigator at HSR's Informatics, Decision-Enhancement, and Analytic Sciences (IDEAS) Center of Innovation at the Salt Lake City VA and a professor at the University of Utah School of Medicine.

Susan Zickmund, PhD is associate director of HSR's IDEAS Center of Innovation and a professor at the University of Utah School of Medicine.

This work was funded by HSR: Measuring the impact of the Supportive Services for Veteran Families (SSVF) on Veteran outcomes.

Other SSVF Research

Nelson RE, Chapman AB, Montgomery AE, et al. Health care outcomes of homelessness prevention programs in Veterans experiencing housing instability. JAMA Health Forum. January 23, 2026;7(1):e256417.

Chapman AB, Scharfstein D, Byrne T, et al. The effect of a Veterans Affairs rapid rehousing and homelessness prevention program on long-term housing instability. Health Services Research. December 30, 2024;60(Suppl 3):e14428.

Nelson RE, Montgomery AE, Suo Y, et al. Temporary financial assistance for housing expenditures and mortality and suicide outcomes among US Veterans. Journal of General Internal Medicine. October 26, 2023;39(4):587-595.

Nelson RE, Montgomery AE, Suo Y, et al. The impact of temporary housing assistance expenditures on subcategories of health care cost for U.S. Veterans facing housing instability.Journal of Health Care for the Poor and Underserved. 2022;33(4):1821-1843.

⇪