Leaving the military is supposed to be the start of a new chapter, but for the over 32,000 estimated veterans experiencing homelessness or at risk of homelessness in the U.S., it often brings unforeseen challenges—unstable housing, job insecurity, and a system that struggles to meet their needs. A national program supports over 15,000 veterans at risk of or experiencing homelessness each year, helping them secure stable housing and sustainable employment with livable wages. By providing these essential resources, the program facilitates their reintegration into society, enabling them to regain financial independence and long-term stability. However, opportunities remain to address critical gaps.

To understand why, my team and I traveled across the country, conducting over 180 interviews with veterans, case managers, and program stakeholders. We mapped their journeys, crafted personas, analyzed thousands of qualitative and quantitative data points using data science models, and uncovered urgent insights that directly informed policy changes—expanding program eligibility, streamlining documentation requirements, and strengthening the integration of supportive services.

Through this work, we learned that veterans experiencing homelessness aren’t just individuals you might pass on the street. They’re the Army veteran and father of three girls, who is nervous about his daughters walking to school for the first time and runs safety drills with them in a parking lot, even as they insist they are big enough to walk alone. They’re the former Navy veteran and lawyer, who lost his way after feeling the immense pressure of being the financial rock for his entire family. They’re the Air Force veteran who sleeps in her car while her children stay with relatives to avoid the dangers of a shelter. They’re the Marine veteran who lost everything after his wife passed away. These are just a few of the 15,000 veterans who come through this program each year, and their stories lead the direction of our work.