Someone recently told me that one of our city’s large corporations implemented a successful innovation because it listened to the people on the line.

With their day-to-day experience, the frontline workers saw innovations that would improve efficiency and effectiveness. Decision-makers listened.

As head of a large human service organization for more than 30 years, I learned the importance of listening. I was privileged to listen to workers, managers and clients in the field of child neglect, which frequently also included the issue of homelessness.

As our community faces a growing homeless situation, I’ll share what I learned to provide partial insight.

The list of those who are homeless represents a diverse set of circumstances and social issues.

Some have mental illness, intellectua

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