OPERATION PATHWAYS INC

Operation Pathways (OP) is the resident services subsidiary of The NHP Foundation (NHPF), and our mission is to transform affordable housing communities through innovative programs that engage, empower, and support residents to achieve the futures they desire.

OP has 25 years of experience providing programs and services to residents living in NHPF’s affordable housing communities. OP develops and implements the programs and services that are resident-focused, impactful, innovative, and place-based. Through our work, we envision vibrant, collaborative communities where neighbors help neighbors and families thrive. Today, Operation Pathways serves over 5,000 residents annually across 31 properties in 16 states and the District of Columbia.

From an organizational perspective, OP is working to expand it's internal capacity so that we can provide the highest quality programming across all 31 of our sites. Developing effective new approaches to resident services, improving internal structures, diversifying funding sources, and increasing increasing recognition of our brand will equip OP to provide the best resident services possible and expand our reach.

From a resident services perspective, OP is working to increase resident leadership and voice in programs utilizing a Family Centered, resident focused approach to program development, implementation and evaluation. We strive to increase resident voice through the Operation Pathways Advisory Council located at each property, and by increasing resident engagement through marketing efforts and personal outreach.

Operation Pathway's Model is strength based, resident centered, and scalable.

Through a Family-Centered Coaching (FCC), approach to services, OP engages with and assists families experiencing poverty and other hardships to problem-solve together working towards the future the residents’ desire. FCC, the recently instituted OP service delivery model created with the support of the Kellogg Foundation, is grounded in the belief that families have strengths and power within and know best what goals they want to achieve. Our resident services coordinators/coaches use goal setting, motivational interviewing, and strength-based case-management to address obstacles preventing residents from achieving their own personal goals and ensuring long term financial stability.

OPs programming is categorized into four focus areas, with each ‘Pathway’ offering opportunities to build skills and overcome common obstacles that many families encounter. These focus areas are Pathway to Academic Achievement; Pathway to Financial Stability; Pathway to Healthier Living; and Pathway to Aging in Place. Through on-site resident services coordinators (RSC), OP works one-on-one with residents to address underlying issues that are impacting their lives and connects them to resources. This human connection and resident-centric model is the heart of our work.

OP is a Certified Resident Engagement & Services (CORES) Certified affordable housing service providers based on the strength and quality of their infrastructure, systems, programs and services.

Resident Services Coordinators represent OP in each community, and offer individualized coaching, through Family-Centered Coaching (FCC), to empower residents to overcome challenges and achieve their goals.
Operation Pathways’ programming is categorized into four focus areas, with each ‘Pathway’ offering opportunities to build skills and overcome common obstacles that low-income families encounter. These focus areas are Pathway to Academic Achievement; Pathway to Financial Stability; Pathway to Healthier Living; and Pathway to Aging in Place.

Through our on-site resident services coordinator (RSC), Operation Pathways works one-on-one with residents to address underlying issues that are impacting their lives and connects them to resources. This human connection and resident-centric model is the heart of our resident services work.

Operation Pathways (OP), an affiliate of the NHP Foundation (NHPF), has 25 years of experience providing programs and services to residents living in NHPF’s affordable housing communities. OP’s approach to delivering quality programs and services is based on a philosophy that is resident-focused, impactful, innovative, and place-based. Resident services coordinators assess the strengths and needs of each community and provide or connect community members to opportunities that supports them in improving their quality of life. The coordinators represent OP in each community and offer one-on-one individualized coaching to residents through a strength-based approach called Family-Centered Coaching. This empowers residents to overcome challenges and achieve their goals.
 
OP is a CORES-certified resident services provider and was the first resident services provider in the country to receive this distinction. CORES certification is awarded to affordable housing service providers based on the strength and quality of their infrastructure, systems, programs, and outcomes.

Operation Pathways, NHPF’s resident services subsidiary, is its own 501(c)(3) not-for-profit corporation and consistently increases and improves their on-site resident services. Through Family-Centered Coaching (FCC), OP engages with and assists families experiencing poverty and other hardships to problem-solve together. OP strives to significantly impact the lives of residents across the thirty-one communities in our portfolio.

In 2022, Operation Pathways made a commitment across our portfolio to increase resident engagement and agency. This included efforts to create opportunities for residents to inform, plan, lead, evaluate and participate in community events or programs. This was facilitated through Operation Pathways Resident Advisory Council Meetings, OP resident feedback surveys, residents meetings with property management teams, and with the help of resident leaders and volunteers.

In 2022, OP’s Resident Services Coordinators (RSCs) conducted outreach to engage 9,836 residents from 5,047 households, serving 72% of households and 59% of the residents. We also e expanded our Family Centered Coaching programming, serving 301 residents in individual or family coaching relationships. In addition, through piloting a co-designed process to ensure resident voices and desires were at the forefront of service delivery.

Some other achievements include - expanded the health programing reaching 4,610 residents; delivered 4,553 meals to 1,952 residents; provided vaccination clinics to 413 residents; RSCs secured $608,851 in rental assistance to keep families housed; expanded the teen internship program at our multi-family sites to help 19 teens prepare for careers; and certified all new staff in the FCC approach to further build a culture of coaching.

We made strides in expanding organizational capacity through the hiring of the first Director of Resource Development who's primary focus will be helping to increase awareness about Operation Pathways and diversify funding sources.