James had been regularly attending his appointments but suddenly stopped coming and was not answering phone calls. However, when contacted on Facebook, James expressed that he still wanted to be part of the program. The navigator should have a conversation with James to understand why he stopped attending, address any concerns he has, and discuss how to get him re-engaged in the program. The navigator should also support James in having a difficult conversation with his partner of 5 years about starting PrEP, as James is nervous to bring it up. Additionally, when Julio got angry about signing a service agreement after testing negative, the navigator should seek to understand Julio's fears and concerns to provide support.