One of the most critical challenges faced by the homelessness service system is determining how to effectively address the complex needs experienced by its clients. Many clients, particularly those with a history of chronic homelessness, have multiple unmet health and social needs. They may have complex trauma histories and mental health conditions, engage in risky substance use, face barriers to employment, and experience social relationship problems.

Sacred Heart Mission’s Journey to Social Inclusion (J2SI) Phase 2 program is an attempt to exit adults out of chronic homelessness by employing four service principles:

1. Service delivery is relationship-based, individualised and client-driven
2. Service users experience a trauma-informed, strengths-based recovery model of care that promotes hope, builds trust, and feels safe
3. Service providers recognise that sustained housing and management of complex health issues are key enablers of recovery and inclusion
4. Service delivery supports service users to build capacity for independence and skills for inclusion - the fostering of independence and encouragement of help seeking through services is critical to an individual’s success beyond the support period.

This report presents the experiences of individuals involved in the qualitative component of a randomised controlled trial to evaluate the Journey to Social Inclusion (J2SI) Phase 2 program.