May 1, 2025
Moving into a new home should be a fresh start. But for many, the transition comes with overwhelming paperwork, unfamiliar rules, and uncertainty about community resources. Operation New Move-In, a program developed by CHP’s Housing Stability team, is designed to help bridge that gap and support new CHP residents in building a foundation for long-term success.
Launched as a pilot in 2024, Operation New Move-In (ONMI) focuses on educating new residents, reinforcing key responsibilities, and providing consistent follow-up during the first months of their tenancy. Rather than expecting residents to absorb and retain all necessary information on move-in day, when stress and information overload are common, ONMI offers structured check-ins and educational support over an eight-month period.
Residents enrolled in ONMI meet with a Housing Stability Coordinator four times: two initial follow-ups within the first 30 days of move in, and two additional check-ins at four- and eight-months post move in. These meetings cover essential topics such as rent, housekeeping, inspections, maintenance, and recertification requirements. At certain sites, residents also learn how to benefit from CHP’s Solar Savings initiative. Each household receives a resource packet tailored to their needs, along with a guide outlining available services and support.
Between April and December 2024, 75 residents at seven CHP properties participated in the pilot. In early 2025, another 17 residents joined the program, bringing total participation to 92 households. Early outcomes indicate that the program is helping residents establish more stable housing patterns: 91 percent of participants paid rent on time, and more than 80 percent signed up for RENTCafé to manage their rent payments and maintenance requests. Among those living at solar-enabled sites, 76 percent enrolled in the Solar Savings program, helping reduce their utility costs.
Feedback from residents has been positive, particularly around the accessibility of information and the continued support after move in. One resident noted that this was the first time their housing provider had proactively shared resources and followed up beyond the initial lease signing. “Most apartments hand over the keys, and you don’t hear from anyone again,” they said. “This place is different.”
Desiree Alston, the Lead Housing Stability Coordinator who facilitated the pilot, has seen the impact of the program firsthand. “I have realized that having strong resident connections and relationships, especially a trusted and reliable point of contact, are essential for building a happy and supportive atmosphere,” she said. “ONMI has helped our residents feel more connected, minimizes isolation, and improves their access to information, resources, and support.”
In April 2025, ONMI expanded to 20 more CHP sites, with the goal of reaching all Virginia properties by mid-year. Every member of the Housing Stability team is now engaged in delivering the program. Long-term, CHP aims to make ONMI a standard part of the new resident experience across its portfolio.
CHP’s Director of Housing Stability, Sara Hoke, says the program is rooted in the understanding that housing instability is a deep-seated issue that requires sustained and intentional support. “We aren’t going to change that fact,” she said. “But I hope by providing a place for resident education and support, we start to have more positive outcomes in our communities. It means a lot when someone meets you where you are without you having to ask, and I think that’s what you really see if you look beyond the numbers.”
The program is built on the belief that stable housing doesn’t happen overnight—it has to be created. Many residents face uphill battles, and the causes of instability often stretch beyond their control. What ONMI offers is a proactive, compassionate approach offering guidance, support, and a sense of belonging without requiring residents to ask for it. According to Hoke, it’s a chance to say, “We’re here, we see you, and we want you to succeed.” Behind every check-in and flyer is the larger message the CHP welcomes new residents to the community and is glad they’re here.
Founded in 1975, Community Housing Partners (CHP) provides quality-built, responsibly managed, service-enriched homes for low-income individuals and families across the Southeast and Mid-Atlantic. Through its mission to create homes and communities that are healthy, sustainable, and affordable, CHP has been a leading advocate of affordable housing development for 50 years. CHP’s activities include real estate development, construction, energy services and training, asset management, property management, realty and homeownership, and comprehensive resident services.