Advancing sustainable homeless response systems through frontline workforce training and wellness.
Overview
Celina Alvarez moved to Los Angeles in the early 1990s, at the height of the HIV/AIDS crisis, where she supported people who were seriously ill. She later worked on Skid Row and saw firsthand the scale and severity of Los Angeles’ homelessness crisis, shaped by deep poverty, untreated mental illness, and trauma. Alvarez joined Housing Works of California (Housing Works) as a frontline staff member in 2008 and became Executive Director in 2015. Through her years of work, she saw not only how devastating the crisis was for people experiencing homelessness, but also the heavy emotional and physical toll it placed on those trying to help.
Drawing on her experience in the field, she recognized that Housing Works’ founding ethos of “do whatever it takes, for as long as it takes” placed unsustainable demands on staff. As Executive Director, she guided a shift toward a trauma-informed, worker-centered model that treats staff wellbeing as essential to delivering effective services. Today, she leads a team that serves more than 1,400 people each year across 11 sites in Los Angeles, while continuing to carry a small caseload herself. Housing Works achieves a 97% retention rate in supportive housing for people with complex needs, mental disorders, physical disabilities, and some who previously spent years or even decades living on the street. Beyond Housing Works, Alvarez has driven innovation in the field by helping launch California’s first accredited certificate program in homeless services at Santa Monica College, creating a clear, professional career pathway for frontline workers. Her work demonstrates a powerful truth: when frontline workers are supported, trained, and valued, they can deliver life-changing results—and transform the homeless response system from the inside out.
“Our commitment to ending homelessness begins with our commitment to those on the front lines. Their safety and wellness aren’t separate from our mission—they are critical to our mission.”
Primary Regions Served
Challenge
- In Los Angeles County alone, nearly 72,000 people are unhoused.[1] The county needs nearly 11,500 workers to meet current needs — about 45% more than the current staffing levels.[2]
- In Los Angeles County, the living wage — income needed to meet their basic needs — for a single adult with one child is $101,200.[3] Yet, frontline positions in the County’s homeless services sector typically pay between $42,000 and $57,000.[4]
- While employing individuals with lived experience enhances program credibility and community trust, many organizations lack the trauma-informed support systems needed to adequately support this workforce and prevent re-traumatization.
- Workers report a need for enhanced training in areas such as de-escalation, mental health awareness, and other role-specific competencies — all of which are essential for performing their roles effectively and for remaining in the field long-term.[5]
Innovation
- Housing Works has implemented “process groups” for staff to discuss work-related stress and trauma and provides access to counseling services. The organization also offers shared healing and wellness activities as well as outdoor all-staff gatherings designed to strengthen connection and morale.
- Alvarez collaborated with the Los Angeles Homeless Services Authority and Santa Monica College to develop the Certificate of Homeless Service Work, which provides an academic and experiential pathway to the professional homeless services field.
- In 2024, Housing Works expanded its wellness infrastructure through a comprehensive Employee Assistance Program, offering counseling, life coaching, and financial and legal consultations to its staff, including support for retaining their own housing.
Impact
- Housing Works serves over 1,400 individuals per year, focusing on people with the most complex needs. The organization achieves a 97% housing retention rate, notably higher than the statewide average of 89%.[6]
- The first cohort participated in the Certificate of Homeless Service Work program in 2024, with 12 graduates completing certificates and internships at five partner agencies.
- Staff describe Housing Works’ culture as distinct from other organizations, with employees able to take mental health days, access counseling services, and receive support during personal crises—creating an environment where workers report feeling genuinely cared for.
Opportunity
- Alvarez plans to expand Housing Works’ workforce development model through a new “laboratory” that promotes experiential learning and professional growth for frontline staff across California.
- Interest is already growing, with other community colleges exploring adoption of the SMC Homeless Services Certificate Program, and Alvarez will soon meet with state officials to discuss statewide replication.
The written profile and video reflect the work of the leader(s) the year they received a Leadership Award. Please contact the leader(s) for current information.