It Starts With Trust: Outreach as an Onramp to Healing

Have you ever been afraid to ask for help?

Maybe you didn’t want to be judged. Maybe you didn’t know where to begin. Or maybe you were so overwhelmed, so worn down by your circumstances, that you didn’t believe help would make a difference.

Now imagine facing those feelings while navigating the daily trauma of homelessness.

For many guests at Broad Street Love, that’s the reality. Some find themselves in crisis unexpectedly. Others carry lifelong trauma that makes trust feel dangerous. Many have been failed by the very systems designed to support them—so they’ve learned not to hope.

That’s where Justus, our Avenue of the Arts Concierge, steps in.

“I Have to Play the Long Game”

As a Concierge, Justus blends outreach, case management, and public education to build bridges between unhoused Philadelphians and the support that can help them heal.

“I’m an ambassador for Broad Street Love. I let people know who we are and what we offer. I hand out snacks to unhoused folks and invite them in. I also visit local businesses, so they know we can be a resource—for them and for the people they see outside their doors.”

He works with two distinct groups: those who are visibly unhoused, whom he often meets on the street, and those who are covertly unhoused—living in cars, couch-surfing, or otherwise invisible.

“A lot of the time, there’s no immediate response. You might invite someone 100 times before they even come in for lunch. But when they do? That’s when the real work begins.”

Natalie’s Story: “I Couldn’t Hear It Yet”

Justus’ patient approach helped Natalie, a current guest, begin to reconnect with hope.

“Nine months ago, I got divorced and ended up in Philadelphia. I was not on point mentally. I walked around, lost, and had some experiences that added to my trauma. It’s hard to think about that time, but I remember falling in love with the murals—I could stand and stare for hours.”

“I met Justus in those early days. He told me about Broad Street Love, but I couldn’t hear it yet. Later, a friend told me it was a good place to get your mail. I came, found out they had vegetarian meals, and opened a mailbox. I started counseling. I really clicked with Justus—he’s been helping me make a plan and get the right kind of help.”

Now, Natalie is working hard in a mental health program where she’ll live in community while continuing her healing journey.

I’ve been a walking piece of trauma all my life until now.
To me, Radical Hospitality means being taken care of in a way you didn’t even see coming.

Natalie

Why Trust Matters

Natalie’s story isn’t unique. Many guests live in survival mode for so long that trust becomes risky.

Guests face real barriers:

• A shelter system built for short-term crises, not long-term support.
• Gaps in mental health care for both guests and shelter staff.
• Job discrimination against those with criminal records.
• Recent funding cuts to cell phone access, disconnecting people from benefits, job opportunities, and loved ones.

“We’re seeing more guests just coming in to use the phone,” Justus says. “And often, that phone call leads to a deeper ask—‘Can you help me find a job?’ ‘Can I talk to someone about housing?’ That’s the gateway. But it all starts with relationship.”

Where Radical Hospitality Begins

At Broad Street Love, we believe that Radical Hospitality isn’t just a philosophy—it’s a practice. And trust is its foundation.

We create a hub where guests can access meals, mail, clothing, personal care products, case management, counseling, and reentry support—all under one roof. More than 86,000 fresh, locally sourced meals were served in 2024. Over 4,200 mailboxes were opened. And more than 2,300 guests received one-on-one support from our Concierge team.

But none of that happens without trust. And trust begins with someone like Justus, offering dignity, consistency, and care.

“I’m 61, and I really only want to spend the rest of my days helping the other people on this rock get through their experiences.”

justus