People of Housing Security:
Mandy New

As a case manager, Mandy New is grateful for the opportunity to support others the way she was supported too. Her lived experience and journey to her career today shape how she approaches her role, guiding her understanding and compassion for the people she serves.

Mandy is a Street Outreach Case Manager at Heading Home, working specifically with HealthNet’s Homeless Initiative Program, a street medicine team based in Bloomington. HealthNet HIP provides medical services and connections to housing for some of Bloomington’s most vulnerable unhoused residents.

Mandy expressed her love for the HealthNet team, sharing how everyone comes from unique backgrounds and brings all different experiences to the table. “We’re fun and support each other,” Mandy said. “They make this work doable even on the hard days.” 

Mandy’s role through Heading Home is part of a larger community initiative working to address unsheltered homelessness in Monroe County. Read more about that initiative here.

In her role, Mandy walks alongside unsheltered clients as they work toward securing permanent housing. Some days consist of checking in on individuals living in encampments to see what resources they may need. Other days are dedicated solely on outreach with the intent on finding new encampments and individuals to connect with. One of the biggest challenges of street outreach is that individuals are constantly on the move, so it is not always easy to keep track of where people are. 

Many of the individuals that Mandy works with face significant barriers to housing, which can feel discouraging in this line of work. “I try to help people find small wins,” Mandy said. “You have to take the tiny wins along the way and celebrate those because that’s also what keeps you going.”

Those “small wins” often include applying for food stamps and helping clients obtain vital documents, such as birth certificates and Social Security cards. These are all critical steps toward securing permanent housing. Many of Mandy’s clients also face medical challenges, so she provides transportation assistance when necessary to ensure they can access care. 

A few years ago, Mandy found herself in circumstances similar to those faced by many of her clients today. She struggled with addiction and homelessness, living in a tent for some time as well. Mandy’s lived experience gives her the unique ability to connect with individuals on a deeper level. “I can talk to people because I’ve been there,” she said. “I know what it’s like.”

“I think that I am proof that as long as you don’t give up, and as long as you have at least one person who can believe for you, you can make it through”

Mandy’s life began to change when she was staying at the Best Value Inn through the Hotels for Homeless program. During that time, Rebecca Figg, a case manager for men’s housing at Amethyst House, was offering rides to people at the hotel. Mandy, who was pregnant with her youngest daughter Twyla at the time, needed a ride to the hospital to give birth. Rebecca not only took Mandy to the hospital, but also went into surgery with Mandy while she had her baby and stayed with her in the hospital.  

Afterward, Rebecca continued to support Mandy, connecting her with individuals in the community and even creating a GoFundMe that allowed Mandy to remain at the Best Value Inn until she could find stable housing. Mandy was later accepted to New Hope for Families, a family shelter, where she stayed for several months until she was accepted for a Section 8 voucher. It was soon after that Mandy was able to move into her current home.  

Rebecca, and the support that she received during that time of her life, left a lasting impact. “I think that I am proof that as long as you don’t give up, and as long as you have at least one person who can believe for you, you can make it through.” Today, Mandy hopes to be that person for others. 

Mandy is currently three years sober. She plans to eventually take Peer Recovery Coach training so that she can learn how to better support others dealing with addiction. She is also working toward a Bachelor’s in Human and Social Services with a focus on substance use and addiction at Southern New Hampshire University.