Supportive Housing of Waterloo (SHOW) was proud to partner with Conestoga College’s Bachelor of Community and Criminal Justice program on a research project exploring supportive housing through the perspectives of staff. Using focus groups with both frontline employees and supervisors, the project examined what staff see as the key markers of success within permanent supportive housing and how those successes are experienced day to day.

he findings revealed that supportive housing is deeply relationship-based. Staff identified trust, consistency, and long-term connection as foundational to helping residents achieve stability. Participants emphasized that progress is rarely linear and that meaningful change often begins with creating a safe, non-judgmental environment where housing is not dependent on behaviour change. Housing First and harm reduction approaches were identified as critical in helping residents move beyond survival and focus on recovery, personal goals, and long-term well-being.
Another key theme was the need to rethink how success is measured. Staff shared that traditional indicators—such as independence or abstinence—do not always capture the realities of supportive housing. Instead, success was often described through “small wins”: building trust, maintaining housing, participating in programs, engaging with supports, and strengthening social connections. Staff also emphasized the value of integrated on-site supports, daily programming, and community-building opportunities in helping residents reduce isolation and build stability over time.
The project reinforced an important message: supportive housing is about more than providing a place to live. It is about creating relationships, fostering belonging, and supporting people at their own pace. We are grateful to the Conestoga student team and to SHOW staff who generously shared their experiences to help deepen understanding of what meaningful success looks like in supportive housing.

You can read the full report HERE!!