Using AI to Make Homelessness Prevention Easier to Navigate
Imagine losing your housing and having to call organization after organization, explaining your situation each time and hoping you started in the right place.
The Way Home was built so people experiencing homelessness don't have to navigate the system that way.
Through Coordinated Entry, people experiencing homelessness can start with one door. The system helps identify what they need and connects them with available resources across The Way Home, while organizations coordinate behind the scenes.
But what if someone hasn't lost their housing yet?
Coordinating help before homelessness happens
Organizations including United Way of Greater Houston and Alliance of Community Assistance Ministries (ACAM) already lead significant homeless prevention efforts across our region. Now, the Coalition for the Homeless of Houston/Harris County (CFTH) is testing how The Way Home can better coordinate existing resources for people who may be at risk of losing their housing.
The idea is similar to the approach behind Coordinated Entry: make it easier for someone to find the right help without requiring them to navigate a complicated network of programs on their own.
The challenge is scale. When CFTH previously explored phone-based intake, the expected call volume would have required roughly 20 operators and four managers just to answer calls during business hours.
That raised an important question: How can we make existing resources easier to navigate without creating another system that requires significant staffing to operate?
Testing a new role for AI

This month, CFTH is launching a pilot using artificial intelligence developed with Fortell AI.
The technology can gather basic information from someone seeking help and identify existing resources that may meet their needs. Instead of calling multiple organizations and repeating the same information, a person can begin in one place and receive guidance toward resources that may be relevant to their situation.
The goal isn't to replace people with technology. It is to use technology for routine parts of the process so people have more time for the work that requires a human: listening, problem-solving and helping someone find a path forward.
As part of the pilot, CFTH will learn more about how this approach works in practice and how it could support stronger coordination across the region.
Building on what already works
The technology may be new, but the idea behind it is not. For years, The Way Home has brought organizations together around a coordinated approach to homelessness, helping different parts of the system work together instead of requiring people to navigate each organization separately.
This pilot applies that same thinking to prevention: coordinate what already exists, make it easier to access and help each part of the system do what it does best.
The goal is a simpler path to help, especially for people trying to stay housed before a crisis becomes homelessness.





