Table 2.

Supporting insight quotations from semi-structured interviews.

Insight and case manager quotations		Client quotations
Insight 1: A successful relationship is both professional and personal. Clients need this around the clock, but case managers can only support this while on the clock.
	Sometimes they share way too much. As workers, we sometimes need to look at the situation and get them help that they need… A lot of people who call just want someone to talk to. They trust the case managers because they’re part of the community, but oftentimes they need a therapist… We explain that this is just our jobs. We explain that we need to talk to them in a certain way. [Subject 4]	[My case manager] does stuff he don’t got to do… He is a big bro… I got to give him the same love he gives me. [Subject A]
	We love you and want to support you, but this is our job. [Subject 4]	[My case manager] is my lifesaver, my #1 supporter... I’ve been through a lot with him. [Subject F]
	I got a call at 2 am, which was just an excuse to call me... I’m a trusting ear. [Subject 4]	We’re real tight. She’s like family to me. [Subject G]
	I’ve had clients call me on a Saturday. Some to pray. [Subject 1]	—
Insight 2: Communications need to feel personal, but they don’t always need to be personalized.
	[The app needs to have] reminders. They will wait until the last hour, the last minute. [Subject 1]	Texting is cool, but I’d rather talk face to face. You can’t tell what someone is going through on FB or text. [Subject C]
	You need something to gather their attention... We need to give them something right now. [Subject 2]	Not really an email person, I would rather someone call... I also don’t really check voicemails. [Subject A]
	You’ve gotta create a plan. Everyone’s looks different. [Subject 4]	[I] can talk to him like we’re friends and text… he [case manager] also talks to my mom. [Subject I]
	—	I feel good every time I talk to her. I can talk to her about anything... I know I’m safe when I talk to her. I know I don’t have to worry about people knowing my business. [Subject G]
	—	The communication was good, but it was kind of difficult because I took a night class... whenever [I] wanted to talk to [Subject 2], he would be off duty. [Subject I]
Insight 3: Healing is a journey of skill development and lifestyle changes that must be acknowledged, monitored, and rewarded.
	[After helping a client with housing], I need a way to hook you…something that can assure that I got you! [Subject 3]	The app should show accomplishments, something you can always return to and see… I did, and I can still do more. [Subject B]
	I tell them, bring me a paycheck after thirty days. They gotta hold a job for thirty days. Then we’ll get lunch. [Subject 4]	[This] is a complicated process…how can we make a roadmap? [Subject L]
	We don’t work for [the client], we work with [the client]. [Subject 3]	[Client referring to visual aspects of the app] “Once it’s out of sight, you forget about it. [Subject D]
	I will never give up on you. [Mistakes] are just a learning curve. [Subject 3]	—
Insight 4: Social networks need to provide peer support for healing, not peer pressure to propagate violence.
	Sometimes we’ll monitor people through Facebook, see if they’re posting suggestive videos [of violence]. [Subject 1]	The app should give a person a chance to help another person…to hear their stories and give advice. [Subject B]
	If you have a permanent home, you’re more likely to get hurt because there’s a place to attach you to...social media doesn’t help this. [Subject 3]	The app should maybe have a chatroom…start it anonymous with the option of revealing yourself. Some people feel comfortable typing, but don’t feel comfortable sharing their feelings in person. [Subject G]
	—	You’re not the only person who got something… [being able to] chat with other people, that would be cool. [Subject I]
	—	Nothing is safe on social media… [need] ability to make it private. [Subject D]