Building a New Way to Care: Inside HopeSource’s Whole Person Transformation
At HopeSource, we’ve always existed to help people move from crisis to stability and beyond. But by late 2023, something had become clear: while our programs were strong, our system of delivery was holding people back.
People came through our doors for help with housing, food, energy assistance, or transportation, and we met those needs. But too often, we met them in pieces. A housing case manager might not know a nutrition referral had been made. A front desk interaction didn’t always lead to long-term support. Silos existed not because we didn’t care, but because our systems weren’t designed to connect people and services in real time.
One Door, One Story, One Plan
We adopted the Whole Person Care (WPC) model because we saw how easily people fell through the cracks in a fragmented provider network, not just externally, but even within our own walls. Services didn’t always speak to one another. Decisions were slowed by unclear responsibilities. There was too little coordination and not enough shared ownership of a person’s path to self-sufficiency.
Whole Person Care changes that. At its core, it is not a program, it’s a philosophy of care. It says no matter what door someone walks through, their story matters, their needs are interconnected, and they deserve a team that works together, not in parallel.
What Changed: From Silos to Systems That Serve
Before the transition, HopeSource’s services — housing, weatherization, nutrition, transportation, case management, and others — were often delivered in isolation. Staff were friendly and cooperative, but processes, data, and accountability were not aligned. We were helping people, but not as fully or efficiently as we could.
So we restructured. And not just a little.
Departments were reshaped. Job roles evolved. Accountability became cross-functional.
Everyone now reports into a new framework. Daily and weekly cross-team check-ins keep us aligned.
Singular data management system. Using Apricot software as our single system of record to capture every client interaction, need, and referral.
Customer care leads with dignity and clarity. Every person is assessed holistically and matched with a personal Care Navigator who stays with them through the journey, not just at HopeSource, but across systems.
Where We Are Now
The first seeds of this transformation were planted in late 2023, with full implementation beginning in Q1 of 2025. We piloted the model in late 2024, learned from it, and are continuing to refine our systems, training, and communications every month.
Whole Person Care is not just what we do now, it’s who we are. And while it required deep change, the results are already visible: faster decisions, clearer communication, and more people receiving the care they truly need, not just the first service they asked for.
What Success Looks Like
Success under WPC isn’t measured only by how many people we serve. It’s measured by how far they move from survival to self-sufficiency. It’s about eliminating redundancy and delay. It's about every person who walks through our doors being seen, known, and supported by a coordinated system that treats them as whole, not broken.