The state operates a shelter program for parents and children who meet certain income limits and other criteria, but the first step for many of them is getting through to the state-run hotline:
At the end of August, Paula and her toddler were evicted from their apartment after a new property manager declined to renew the lease. What happened next revealed a crack in Massachusetts' state-run family shelter system. The problem is raising particular concerns as temperatures drop, and thousands of families are seeking emergency housing.
"My half-full glass broke," she said. The experience left her feeling"discouraged, defeated and overpowered." Paula begged the operator for help, telling her she had nowhere to go. She was put on hold, she said, and then disconnected.
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