This presentation is based on qualitative research exploring the policies and practices delivered to homeless populations by direct service providers, social workers. The focus of this presentation and larger thesis project focuses on the mezzo perspective--that of the persons providing direct services to the homeless-- case managers, program administrators and permanent housing directors. Secondary literature was examined and ethnographic data was collected in New York City and Los Angeles. Direct service providers act as the homeless individuals’ heroes, the people they see everyday who are helping them navigate through their daily struggles. This presentation and larger thesis project focuses on direct service providers workload and strategies for providing care for homeless populations. Findings from the study conclude that direct service providers are in need of ongoing training about federal and state policies and direct connection with other social service agencies to provide more enhanced services and to decrease job related stress.