Frequently Asked Questions

HNA provides individualized direct crisis resolution services to help individuals and families
overcome barriers, resolve crises, and restore stability in their lives. All client services are
provided at no cost.

Rather than limiting assistance to information, referrals, or services within a single program
area, HNA works directly with those seeking help to understand their unique circumstances and
develop practical solutions tailored to their needs. Depending on the situation, HNA’s services
may include advocacy, negotiation, investigation, problem solving, practical guidance, systems
navigation, resource coordination, and persistent follow-through until there is a path toward
resolution.

HNA assists individuals and families facing a wide range of crises. Because every situation is
different, there is no single approach to crisis resolution. HNA’s advocates remain engaged,
working alongside clients and collaborating with healthcare providers, nonprofit organizations,
public agencies, employers, attorneys, and other community partners as appropriate to help
achieve meaningful, lasting outcomes.

HNA’s founding philosophy continues to guide its work today: Help people in crisis first, without
qualification. Then find a way to sustain the help.

That commitment remains at the heart of everything HNA does and reflects its belief that no
individual or family should remain trapped in a crisis simply because they lack the resources,
knowledge, or support needed to move forward.

HNA was created to address a critical gap in existing services. While researching the
nonprofit and public service landscape, founder Laurence M. Kahn found that
individuals and families facing crises often received information, referrals, or assistance
limited to a specific issue or population, but there was no organization whose primary
mission was to provide individualized direct crisis resolution across virtually any type of
crisis. HNA was established to fill that gap by working alongside individuals and families
until there is a path toward crisis resolution.

For better or for worse, HNA’s focus over the past 22 years has been on helping people rather
than promoting the organization. From the beginning, HNA has been guided by a simple
founding principle: Help people in crisis first, without qualification. Then find a way to sustain
the help.

That philosophy shaped the organization’s priorities. Rather than investing significant time and
resources in marketing or public awareness, HNA concentrated on providing immediate, high-
quality, professional crisis resolution services to those who needed help.

While that approach allowed HNA to build an exceptional track record of service, it also meant
that the organization received relatively little public visibility and raised far less funding than it
might otherwise have secured. Today, HNA is building upon more than two decades of proven
experience by expanding its outreach, strengthening strategic partnerships, and increasing
public awareness so that more individuals, families, organizations, and communities can benefit
from its nationally unique direct crisis resolution model.

Thousands of nonprofit organizations, government agencies, healthcare providers, and
community programs provide valuable services and assistance every day. Most provide
information and referrals, follow a case management model in which resources are identified
and coordinated, or focus on a specific area of need, such as food assistance, clothing, or
domestic violence.

Many crises require cross-system advocacy, coordination, negotiation, investigation, problem
solving, and persistent follow-through beyond the scope of these services. HNA remains
involved until there is a path toward resolution. Every situation is approached individually,
allowing advocates to tailor their assistance to the unique circumstances of the client and the
crisis.

HNA was created because there is no other nonprofit organization providing individualized
direct crisis resolution services for virtually any type of crisis. HNA was not created to replace
existing organizations. Instead, it complements and strengthens their work by helping
individuals and families overcome barriers, coordinate services, and achieve meaningful
crisis resolution.

Several characteristics distinguish HNA’s direct crisis resolution model from other nonprofit and
government services.

First, HNA’s primary mission is to provide individualized direct crisis resolution services for
virtually any type of crisis. HNA’s services are not limited to a single issue, population, or
program area.

Second, HNA does not require individuals or families to satisfy extensive eligibility requirements
before assistance can begin, allowing advocates to respond quickly when help is needed.

Third, HNA’s advocates are trained in a crisis resolution process rather than a single program
area, enabling them to assist individuals and families facing virtually any type of crisis.

Finally, all HNA client services are provided at no cost. Because no payment is required, financial
circumstances do not delay HNA’s assistance during a crisis.

In many cases, resources do exist. The challenge is that the systems designed to help people are
often fragmented, difficult to navigate, and focused on specific programs or eligibility
requirements. Individuals facing multiple or unusual challenges may struggle to coordinate
services, advocate for themselves, or overcome barriers that prevent meaningful resolution.
HNA helps bridge those gaps by providing individualized advocacy, practical problem solving,
and persistent follow-through tailored to each person’s unique circumstances.

Yes. One of the characteristics that distinguishes HNA is the flexibility of its direct crisis
resolution model. Rather than training advocates to work within a single program area or
specialty, HNA trains them in a crisis resolution process that enables them to address virtually
any type of crisis.

Examples of crises HNA frequently helps resolve include:

• Housing stability, including landlord-tenant, and locating housing or shelter
• Utility shut-offs
• Scams and identity theft
• Government agency red tape
• Benefits issues
• Obtaining needed items or services at reduced or no cost
• Collections and debt issues
• Unsatisfactory product or service performance
• Neighbor or family disputes
• Insurance issues
• Employment issues
• Estate issues
• Post-disaster issues

This list is only representative, not exhaustive. HNA’s advocates are trained in a crisis resolution
process rather than a single program area, enabling them to assist with virtually any type of
crisis.

Many people in crisis receive information or referrals but continue to struggle because
additional barriers arise during the process. Follow-through helps ensure that assistance does
not end with a phone call, referral, or recommendation.

HNA remains engaged with individuals and families as they work toward resolution, helping
address new obstacles, coordinating additional resources when necessary, and adjusting
strategies as circumstances change. Persistent follow-through is one of HNA’s defining
characteristics and a key reason its approach is effective.

Mediation and advocacy serve different purposes.

A mediator is a neutral third party whose role is to help two or more parties involved in a
dispute reach a mutually acceptable agreement. A mediator does not advocate for either side.

HNA advocates and negotiates on behalf of its clients to protect its clients’ interests. In that
way, HNA does not engage opposing parties in a dispute as a neutral but rather stands with and
for its clients’ interests.

Individuals and families may access HNA’s services by calling its national tollfree crisis hotline at
(855) 4-CRISES or by submitting a request for assistance through HNA’s website. Many people
learn about HNA through referrals from healthcare providers, nonprofit organizations,
government agencies, attorneys, employers, and other community partners while others find
HNA through internet searches or word of mouth.

A trained advocate begins by conducting an intake to understand the individual’s or family’s
circumstances, concerns, immediate needs, and goals. This initial conversation helps the
advocate gather the information needed to assess the situation and determine the most
appropriate course of action.

Based on the intake, the advocate develops an individualized plan for addressing the crisis.
Depending on the circumstances, this may involve providing practical guidance, advocating or
negotiating directly with third parties, coordinating resources, conducting investigations, or
combining several approaches. Throughout the process, HNA remains engaged until resolution
is achieved.

HNA will refer a client to another organization when that organization is specifically established
to provide precisely the type of assistance the client needs. For example, HNA may refer
someone seeking emergency food assistance, clothing, subsidized housing, or domestic violence
shelter to organizations that specialize in those services. When appropriate, HNA continues to
assist by helping coordinate services or address additional barriers that may arise.

Since its founding, HNA has been guided by a simple principle: Help people in crisis first,
without qualification. Then find a way to sustain the help.

HNA believes that financial circumstances should never prevent someone from receiving help
during a crisis. Through the generosity of donors, foundations, corporate partners, and other
supporters, HNA is able to provide all direct crisis resolution services at no cost to the individuals
and families it serves.

HNA does not provide legal services or legal advice. However, HNA will assist clients who
present a crisis involving a legal matter in one of four ways: 

1. HNA will contact a licensed attorney in the client’s state and get an answer to a legal
   question.
2. HNA will present the state-specific legal question to AI, provide the client with AI’s answer
   and/or refer the client to any statute that AI cites as relevant. When utilizing AI, HNA qualifies
   the answer that it is coming from AI and could be wrong.
3. HNA will locate an attorney in the client’s state who will consult with or represent the client
   pro bono or at a reduced fee.
4. HNA will refer the client to local legal aid services if those services provide assistance in the
   area of practice that the client’s issue concerns and if the client qualifies in terms of income.

All information you provide to HNA is kept confidential except to the extent necessary in the
process of advocating or negotiating on your behalf with some third party.

HNA is committed to protecting the confidentiality of client information. Client and case matter
information is maintained in HNA’s confidential database, and all individuals working with HNA
sign confidentiality agreements to safeguard that information.

HNA does not provide direct cash or financial assistance. However, depending on the
circumstances, HNA may help clients identify and access organizations, programs, or other
sources of financial assistance that may be available to them.

Anyone facing a crisis that they cannot resolve on their own can receive HNA’s assistance. There
are no qualifications to receive assistance, and all client services are provided at no cost.

A family member or friend may also contact HNA on behalf of someone who, because of
disability or illness, is unable to seek help.

HNA partners with two broad categories of organizations.

The first includes healthcare providers, hospitals, nonprofit organizations, government agencies,
educational institutions, employers, corporations, membership organizations, and other
organizations that serve individuals and families. HNA works collaboratively with these
organizations by accepting referrals from them and referring individuals to them when their
specialized services are the most appropriate way to meet a client’s needs.

The second category consists of community partners—professionals, tradespeople, and
businesses that are willing to assist HNA clients by providing critically-needed items or services
at reduced or no cost.

HNA advocates are trained volunteers who come from a wide variety of professional
backgrounds. They may include retired attorneys, judges, mediators, social workers,
accountants, healthcare professionals, educators, business leaders, and others who share a
commitment to helping individuals and families overcome barriers and restore stability.

What they share in common is that they have been trained in HNA’s crisis resolution model to
selectively utilize advocacy, investigation, problem solving, negotiation, system navigation,
resource coordination, and persistent follow-through in a manner tailored to the specific
circumstances of each crisis.

HNA’s volunteers contribute a broad range of experience and perspectives, strengthening the
organization’s ability to address the many different types of crises its clients face.

Volunteers have been central to HNA since its founding. Their service allows HNA to provide
direct crisis resolution services at no cost to individuals and families while enabling donated
funds and other financial support to go farther in supporting HNA’s mission.

HNA is supported through a combination of individual donations, foundation grants, corporate
contributions, sponsorships, organizational partnerships, and other charitable support. As HNA
grows, it is building a diversified funding model to ensure the long-term sustainability of its
services while continuing to provide all client services at no cost.

Donations support HNA’s mission by funding a core management team, technology, training,
outreach, and organizational infrastructure needed to expand HNA’s high-quality, individualized
direct crisis resolution services.

Supporting Help Now Advocacy (HNA) is an investment in a nationally unique approach to crisis
resolution that carries far beyond the individual or family receiving assistance.

When a crisis goes unresolved, the impact of the crisis-induced stress can ripple outward. The
ripple can affect health, which in turn, can lead to greater healthcare system utilization and
consequent increased costs. Such stress can become preoccupying, affecting workplace
productivity and absenteeism. It also can affect communities placing burdens on other
community services including law enforcement and public safety.

There are several ways you can support HNA, all of which help expand the organization’s
capacity to serve individuals and families in crisis.

You can become a volunteer, contributing your time, skills, and experience to help HNA fulfill its
mission.

You can support HNA financially by making a donation. HNA accepts donations by check, credit
or debit card, appreciated securities, and other charitable gifts.

Finally, you can tell your family, friends, and others in your personal and professional networks
about HNA and its services. By sharing that information, you help expand awareness about HNA
to others, which, in turn, can lead to their support for the organization.