In the summer of 2023, a single mother of three found herself on the brink. With unstable income and a monthly rent of $985, she was barely staying afloat. As costs piled up and income fluctuated, she began to fall behind on rent—despite doing everything she could to provide for her family.
By year’s end, she entered a payment plan with Diggs Town, hopeful it would bring relief. That’s when the system began to work—not just in policy, but in practice. The People FirstUSI teams stepped in with regular support, tracking her progress and offering encouragement. When her rent dropped to $695 after an income change, it was a small but meaningful step toward relief.
Still, she faced mounting arrears. She paid $1,000 in January 2024, but a balance of $1,680 remained. She planned to use her tax refund to catch up, until she became the victim of tax fraud, delaying her refund indefinitely. Even then, she kept paying what she could: $695 for rent, plus $75 toward arrears.
This was a critical moment, and the system responded with compassion.
Instead of blame, the People FirstUSI Family Support team offered support:
“We’re here to help, not to judge.”
Partnering With USI for Family Support
That act of humanity unlocked honesty. She opened up about her struggles and accepted support. Family Supportive Services moved quickly, helping her apply to the Norfolk Eviction Prevention Program and schedule a meeting with the property manager.
With People FirstUSI Family Support Specialist and Lead Mobility Specialist by her side, she met with property management in August 2024. Her income was re-evaluated, and a new payment plan was created: $695 rent, plus $100 toward arrears. She committed to weekly payments of $190, consistent, manageable, and sustainable. Within months, her balance began to fall.
But the impact didn’t stop at housing.
Around the same time, she completed a certification as a Medical Office Assistant through Bryant & Stratton College, and immediately enrolled in a Billing & Coding program at Unlimited Medical Academy. She’s now on track to graduate in April 2026.
With her housing stabilized, education underway, and support systems in place, her life began to transform. As of July 2025, her arrears are down to just $250, a dramatic reduction from the $6,000 balance just one year earlier. She plans to clear it completely in August, nearly three years ahead of schedule.
Her story is not just one of individual resilience, but of systems working as they should. Family Support, rental policy, emergency assistance, and education aligned to create a pathway from crisis to security. It’s a reminder that when we combine compassion with coordination, we don’t just prevent eviction, we build futures.
She began 2023 in crisis. She’ll end 2025 with housing security, a new career path, and the confidence that stability is possible when systems truly serve the people.
