The Impact of COVID-19 on (Remaking?) Social Service Delivery: An 18 Month Review

Abstract

ABSTRACT Purpose Our 18-month exploratory qualitative study explored the impacts of COVID-19 on social service delivery in the mid-island region of Vancouver Island, Canada to contribute to meaningful local practice and to add to evolving social work knowledge regarding pandemics. Method: Interviews were held at six-monthly intervals with representatives from 12 social service nonprofit and government organizations. Results The study demonstrates that the challenges and stressors of this period have resulted in both a re-affirming of relational social work practice alongside some re-making of social service delivery. Discussion The study confirms expectations of COVID-19 entrenching inequities, deepening needs, and creating new categories of service users while also taxing service providers. The value of face-to-face engagement is underscored as foundational to effective social work, though how this is effected has changed. A hybrid model of social service delivery has emerged blending in-person and remote approaches. Policy engagement has shifted in the short-term allowing greater visibility of complex service provider issues. Workplace conditions have altered, and placement options have expanded. These developments offer a tenuous template for the future, though whether such social service delivery remaking is temporary or not remains unclear. Conclusion The research concludes that pandemic conditions will prompt immediate adaptation and innovation, but that evaluation is needed to identify which measures are sustainable in dealing with a prolonged pandemic and to anticipate future disruptions.