3Keys Staff Spotlight: Diane Hughes, Director of Supportive Services

At 3Keys, we believe it takes more than housing to end homelessness—it takes dedicated, passionate people who show up every day with heart, vision, and compassion. One of those people is Diane Hughes, our Director of Supportive Services.

Diane has been with 3Keys since 2015, but her commitment to ending homelessness began long before that. With nearly two decades of direct service and case management experience, she’s spent her career working alongside individuals and families who have experienced homelessness, mental illness, addiction, and systemic barriers to stable housing and employment.

“It never really feels like a job to me,” Diane says. “I wake up, I love coming here. I love the residents so much. They’re my favorite part of the job.”

Diane’s journey to this work started in Seattle, where she worked at one of the largest emergency shelters in the city – an early adopter of the Housing First model. There, she learned the importance of meeting people where they are, especially those struggling with dual diagnoses of mental health and substance use disorders.

Since then, she’s held roles in domestic violence shelters, transitional housing, and family support programs across two states. Before her current role, she served as the Harm Reduction Program Manager at 3Keys, leading initiatives to provide safer, more responsive support to those facing substance use challenges. She was instrumental in launching Narcan trainings and reshaping program culture to reduce stigma and build trust.

Her days are never the same – she’s meeting with staff across six properties, coordinating with partners, leading trainings, collecting data, and stepping in wherever needed. And yet, her focus is always clear: making sure every resident has what they need to thrive.

“We do crisis intervention, goal setting, food pantry distribution – it’s never boring. But what I really love is being creative in how we support people,” Diane shares.

Diane, second from the right, stands in front of the sign at Welcome House, one of The 3Keys properties. Photo credit: Kimberly Evans.

A Story That Stays With You

Among the many lives Diane has touched, one story in particular stands out – a veteran referred to 3Keys by Grady ACT. He had been living on the streets in very poor health, struggling with both bipolar disorder and alcohol abuse. Over the course of four years, the 3Keys team worked closely with him using harm reduction strategies and a deep commitment to compassionate care.

“He didn’t come in with the goal to stop drinking – he just wanted a better relationship with his daughter, which was strained by alcohol use” Diane recalls. “So we simply started by encouraging him to add a glass of water between drinks.”

What followed was a remarkable transformation: a full year of sobriety. For the first time in his adult life, he celebrated a sober Father’s Day and a sober Christmas with his daughter. While he has since passed, his story – and his commitment to making changes in his life based on receiving the specific support he needed – continues to inspire Diane and her team.

“It all started with housing – and not giving up on him,” she says. “That’s what made the difference.”

Why This Work Matters

Diane understands the importance of helping those struggling with mental illness as she grew up with a mother who had severe mental illness that went undiagnosed. Her personal experience shaped her understanding of how people can fall under the radar – and fueled her commitment to be part of the solution.

“I’ve always felt drawn to finding solutions for people who are difficult to serve,” she says. “That’s why I love being on the service side of this work.”

As 3Keys continues to grow, Diane remains a key driver of progress, pushing for programs that reflect the dignity, complexity, and humanity of the people we serve.

We are proud to have her leadership, compassion, and experience guiding our supportive services – and grateful for her nearly 10 years of service at 3Keys.

Staff and board members of The 3Keys who work tirelessly every day to solve homelessness in Atlanta. Diane is pictured second from the left. Photo credit: Kimberly Evans.