Human Service Providers Research Articles

Language matters: humanizing service robots through the use of language during the COVID-19 pandemic.

Service robots are emerging quickly in the marketplace (e.g., in hotels, restaurants, and healthcare), especially as COVID-19-related health concerns and social distancing guidelines have affected people’s desire and ability to interact with other humans. However, while robots can increase efficiency and enable service offerings with reduced human contact, prior research shows a systematic consumer aversion toward service robots relative to human service providers. This potential dilemma raises the managerial question of how firms can overcome consumer aversion and better employ service robots. Drawing on prior research that supports the use of language for building interpersonal relationships, this research examines whether the type of language (social-oriented vs. task-oriented language) a service robot uses can improve consumer responses to and evaluations of the focal service robot, particularly in light of consumers’ COVID-19-related stress. The results show that consumers respond more favorably to a service robot that uses a social-oriented (vs. task-oriented) language style, particularly when these consumers experience relatively higher levels of COVID-19-related stress. These findings contribute to initial empirical evidence in marketing for the efficacy of leveraging robots’ language style to improve customer evaluations of service robots, especially under stressful circumstances. Overall, the results from two experimental studies not only point to actionable managerial implications but also to a new avenue of research on service robots that examines customer-robot interactions through the lens of language and in contexts that can be stressful for consumers (e.g., healthcare or some financial service settings).Supplementary InformationThe online version contains supplementary material available at 10.1007/s11002-022-09630-x.

Impact of new health care reform on enabling environment for children's health in China: An interrupted time-series study.

BackgroundCreating an enabling environment (EE) can help foster the development and health of children. The Chinese government implemented a new health care reform (NHR) in 2009 in a move to promote an EE for health. The purpose of this study was to evaluate the impact of the NHR on EE for children’s health.MethodsAn interrupted time-series analysis was used to evaluate the changes in the EE before and after 2009 in China. This study analysed the EE through five quantitative indicators, including policy element coverage rate (PECR), service meeting with children’s needs rate (SMCNR), multisector participation rate (MPR), and accountability mechanism clarity rate (AMCR), based on the content analysis of available public policy documents (updated as of 2019) from 31 provinces in mainland China, and the number of health care personnel of maternity and child care centres per 10 000 population (HP per 10 000 population), based on the 2002–2019 China Health Statistical Yearbook and China Statistical Yearbook.ResultsThe average values of PECR, SMCNR, and MPR increased rapidly to 90.96%, 82.46%, and 81.31%, respectively, in 2019, representing a higher value compared to the AMCR (7.38%). The NHR promoted the EE, in which HP per 10 000 population showed the fastest increase (β1 = 0.03, P < 0.01; β3 = 0.10, P < 0.01), followed by SMCNR (β1 = 0.94, P < 0.01; β3 = 1.83, P < 0.01), AMCR (β1 = 0.13, P < 0.01; β3 = 0.24, P = 0.14), MPR (β1 = 1.35, P < 0.01; β3 = 2.47, P < 0.01) and PECR (β1 = 1.43, P < 0.01; β3 = 1.47, P < 0.01).ConclusionsThe NHR has a positive impact on the EE, especially on the human resources and service provision for children. Efforts should be intensified to improve the clarity of the accountability mechanism of the health-related sectors.

Sociodemographic characteristics, preventive behaviors, and the mental health status of social work students in the US during the COVID-19 pandemic

ABSTRACT Using data from a cross-sectional online survey among social work students (N = 457) in the US, our study explored differences in mental health status based on sociodemographic characteristics and preventive behaviors during the COVID-19 pandemic. Results showed disparate experiences related to anxiety, depression, self-harming thoughts, stress and hopelessness by age, gender, employment status, marital status, education, number of children, living arrangement, and mask-wearing and social distancing preventive behaviors. Findings provide implications to mitigate both the current and prolonged impact of the pandemic among social work students who will be playing crucial roles in the provision and delivery of health and human services.

Resilience in the system: COVID-19 and immigrant- and refugee-serving health and human service providers.

Immigrant and refugee families in the U.S. have been particularly hard hit by the COVID-19 pandemic. Health and human service providers who serve these communities have been essential in supporting them during this crisis, yet have also had to adapt the way they provide services. The current study aims to describe the challenges these service providers have faced and the adaptations they have made. Our research team conducted semistructured interviews with 19 service providers at 10 organizations identified as serving one or more immigrant and/or refugee communities in the state of Minnesota. We analyzed the interviews for themes and used normalization process theory (May & Finch, 2009) to understand how service providers have shown resilience and where gaps in capacity emerged. Mechanisms of adaptation to the COVID-19 crisis included staff taking on larger workloads, utilizing existing service frameworks in new ways, shifting their services remotely and/or substantively, and utilizing the trust they had built with communities and individuals over time. Challenges that had not been fully overcome included insufficient funding for community need and restrictions on methods of interaction. Key implications include allocating funding for immigrant and refugee families, developing and evaluating new service formats in collaboration with clients, providing direct support for staff in times of crisis, and using practice-based evidence to speed implementation science research. (PsycInfo Database Record (c) 2022 APA, all rights reserved).

Digital training in the wake of a pandemic: Using technology to train health care professionals in the identification of human trafficking victims.

Human trafficking training is crucial for victim identification and appropriate service provision in health care settings. Over the past decade, the health care profession has made significant strides in the education and training of health professionals. However, access to quality training is still varied, and a unified education program has not been established. At best, educational programs are uneven in their goals and standards. Further complicating matters, amid the COVID-19 pandemic and social distancing regulations, in-person training has been less optimal. To provide all health care professionals with much-needed education on human trafficking identification and service provision, the authors recommend that human trafficking trainings incorporate online platforms and provide justification from the literature for this recommendation. The authors contend that virtual training programs provide easy access and provide a convenient platform for health care professionals to broaden their knowledge and awareness of the unique demands and challenges that trafficked persons encounter.

Immigrant Family Financial and Relationship Stress From the COVID-19 Pandemic

We tend to overlook immigrant families in policy and program discussions related to the COVID-19 pandemic, yet they are some of the most vulnerable to the effects of this continuing crisis. This study examined the impact of the COVID-19 pandemic on immigrant families in an upper Midwest state. We interviewed 19 human and social service providers from agencies serving Somali, Latinx, and Karen (refugees from Burma/Myanmar) immigrant families between June and August 2020. Results analyzed for this paper focused on responses to questions asked about COVID-19-related financial and familial stress, and coping resources and constraints that providers were observing with their immigrant clients. Guided by the Family Adjustment and Adaptation Response Model (Patterson, 1988), we identified a pile-up of financial and relationship stressors including employment, housing, and family relationship strains, and resource access constraints. We found that job loss in already financially vulnerable immigrant families was particularly impactful. Housing insecurity soon followed. Immigrant families also faced significant constraints to resource access including lack of documentation, fear of making a mistake, language barriers, and lack of technology skills. We identified family and community resources that families used to meet demands, coping strategies, and glimmers of resilience. As we near the end of the pandemic, we urge family researchers to monitor long-term effects of the crisis on immigrant families. Findings can inform the creation of programs and policies that address immigrant family needs for resources and culturally relevant services to support their financial recovery post-COVID.

Black Barbershops: Exploring Informal Mental Health Settings Within the Community

The barbershop is a landmark in the Black community, providing a site for cultural exchange, discussion forums and a point of psychological connection for African American men. Barbershops offer safe spaces for culturally responsive engagement, discourse, and guidance without stigma. Researchers and service providers have utilized Black barbershops for physical health outreach, understanding Black masculinity, exploring intersections of sexuality, and informal mental health support. The Black barbershop offers a nuanced, culturally relevant perspective of African American men, which is valuable to current and future human service providers, educators, and stakeholders in formulating effective interventions and practices with Black men. Utilizing video voice participatory action research (PAR) qualitative methodology, this study explored the experiences of African American (or Black) men using community barbershops as informal mental health care settings. The study explored the experiences of ten (N = 10) African American men, ages 18-75, from either the San Bernardino County or Los Angeles County areas who utilized Black barbershops as informal mental health care settings. The results suggested that African American men were willing to embark on conversations about their mental health within their barbershops, reporting that these experiences yielded them significant psychological, emotional, and social well-being. The authors recommend future collaboration efforts to join with existing informal mental healthcare settings such as Black barbershops to support community-based, culturally relevant healing spaces for African American men.

The Impact of Human Service Provider Quality on the Personal Outcomes of People With Intellectual and Developmental Disabilities.

BackgroundQuality of life is multidimensional—influenced by individual, organizational, and environmental factors. As such, when examining personal outcomes, it is also important to consider meso and macro factors that contribute to people with intellectual and developmental disabilities' (IDD's) quality of life. While it is widely acknowledged that organizational factors contribute to people's quality of life, there is less research directly examining how the quality of human service providers contributes to people with IDD's personal outcomes. For these reasons, the aim of this study was to explore the relationship between provider quality and people with IDD's personal quality of life outcomes.MethodsUsing a multilevel linear regression we analyzed secondary Personal Outcome Measures® (personal outcomes) and Basic Assurances® (provider quality) data from 2,900 people with IDD served by 331 human service providers.ResultsPeople with IDD's personal outcomes, regardless of their support needs or other demographics, were significantly impacted by the quality of the human service providers they received services from—the higher the quality of the provider, the more personal outcomes they had present. In addition, the following demographic covariates were correlated with personal outcomes: gender; race; complex support needs; residence type; and organizations that offered therapy services.DiscussionWhile quality improvement initiatives may require a great deal of cost and time commitment from providers, our findings suggest the effort translates to improved personal outcomes among people with IDD. The ultimate goal of service providers should be improvement of quality of life among those they support.

Bridge Builders and Boundary Spanners: Intersectoral, Interorganizational, and Interprofessional Education

The needs of individuals aging with intellectual and developmental disabilities (IDD) and their families do not fall neatly within defined policies, programs, and professions. They comprise complex challenges based on medical, psychological, social, environmental, economic and familial dimensions. These needs pose a challenge for providers in developing solutions at three levels: (1) different policies and programs create barriers based on different funding sources, eligibility requirements, and administrative restrictions; (2) clinical and community-based programs embody the gap between healthcare and human service providers; and (3) different professions are trained in their own methods of assessment and care plan development that impede the design of integrated approaches to defining and solving problems. This paper proposes an intersectoral, interorganizational, and interprofessional framework for addressing these problems based on networking and collaborative practice principles embodying bridge-building, boundary-spanning, and team-working as a basis for provider education. Implications for expanded education in this field are explored.

FUNCTIONS AND CONCEPTS OF CASE MANAGEMENT IN THE WORK OF A PATIENT CARE SPECIALIST

The concept of case management is a method of action dedicated to the care of people in the social and health sector. Case management stands for a human service approach that provides the necessary support, treatment, promotion and care to the affected person in sensitive and critical life situations. Individual attention as a person-related service extends to a wide range of applications in the fields of care, rehabilitation, child and youth welfare, family and disability welfare and health care. At the center is "the case" as a construction that represents the affected circumstances of the person in need of help. The task of the case manager is to initiate a caring managerial process of action that corresponds to the situational context of the person seeking help in their social environment. The basic criterion here is a cooperative intersectoral and interdisciplinary, transprofessional collaboration of all human service actors, which constitutes a care network. The intention of the case management process is to effectively and efficiently deal with the problems of the person concerned. The decisive premise for the person to be cared for is the recovery or maintenance of his or her autonomy and sovereignty, which is indicated by the client-related participation and co-creation, the aspect of self-care up to a development of the self-management of the addressee. The conceptual architecture of case management is based on an interdependent double strategy, which on the one hand delineates the action-oriented methods of the person related case level and on the other hand implies a strategic process design on the organizational or system level between the human service providers. The linking of both system levels is exhausted in different case-dependent control variants and fixed process forms, which represent the core elements of methodical action at the case and system level.

Data availability for health system comparisons and assessments in the WHO African Region

Abstract Background Describing and assessing health systems is a challenging but essential task for researchers and policy makers striving to perform cross-country comparisons and to ensure evidence-based global health policy. The European Observatory on Health Systems and Policies has developed a template for country health system reviews (HiT) to systematically describe and assess health systems. To date, the HiT template has been used for countries in Europe, Asia and North America. This study reviews to what extent data for the indicators in the HiT template are available for the 47 countries of the WHO African Region. Methods After identifying indicators in the HiT template, we explored the databases highlighted in the HiT template, as well as additional international and regional databases, to determine data availability. We extracted the country coverage and availability of indicators over time, noting gaps in data availability. Internationally available socio-demographic, macroeconomic, and mortality and health indicators were most frequently available for all 47 countries included in the study; data on the provision of services had the lowest availability. Data on human and physical resources and service provision had the most geographic and temporal variability. Information related to health system assessment, including issues around quality of care and access, if available, were geographically and temporally limited and found only in regional surveys or national sources. Conclusions This project provides a comprehensive overview of health system-related data availability for the African Region. Regional or country group databases with regular updates, such as those managed by OECD and Eurostat, are less common in the African region, leading to a dearth of information. More work is needed to determine the most appropriate indicators and data sources for health system comparisons and assessments in the region. Key messages We evaluated the data availability of health system indicators in the WHO African Region using indicators from the HiT template of the European Observatory on Health Systems and Policies. Socio-demographic, macroeconomic, and mortality indicators had highest availability for all 47 countries included in the study, while data on the provision of services had the lowest availability.

Helper, Healer, Mitigator: The Essential Role of the Human Services Provider in Current and Post-Pandemic Climates

In the heart of the current COVID-19 outbreak, individuals are experiencing higher rates of mental and emotional distress associated with the unpredictability of a pandemic experience. Human services providers (HSPs) serve as essential supports for individuals, families, and communities affected by the current pandemic. However, relatively little guidance currently exists on the work of HSPs in response to COVID-19, including strategies and interventions that HSPs can employ to effectively address the growing mental and emotional health demands during the pandemic. In response, this article identifies the vital role and strategic response approaches of HSPs during a pandemic crisis. Further, we explore how HSPs can leverage, in a practical way, existing strategies within their helper, healer, and mitigator capacities to sustain individual and community care in the immediate, intermediate, and extended time frames of a pandemic occurrence. This is the first of two articles comprising the special issue’s section on Social Systems in the Moment.

Kawiyahîtamik kesi wîcehtâsôk: (To Examine in Order to Support/Redirect)

Abstract: Recently, human-service providers across Canada have made conscious efforts toward reconciliation through Indigenizing programming. However, while the delivery of programs has shifted, how they are evaluated remains rooted in Western ideologies and methodologies. In response to the tension created by using Western evaluation methods for assessing Indigenous-designed programs, we have developed an Indigenous program evaluation framework based in nêhiyaw (Cree) teachings and co-created by Elders and Knowledge Keepers. We use an illustrative example to demonstrate how an appropriately developed Indigenous program evaluation framework leads to more comprehensive, accurate, and meaningful data collection, evaluation, and recommendations.

Critical Applications of Heterogeneity Theories to Power in Nonprofit Human Services Organizations

The field of nonprofit studies often assumes that efforts of actors in the nonprofit landscape are beneficial, especially when considering nonprofit human service organizations. However, there are both theoretical and empirical reasons for scholars to adopt a more critical lens when examining these organizations. Taking nonprofit human services organizations as a common setting, the article uses a critical lens to apply classic, “mainstream” theories of the role of heterogeneity in nonprofit sector formation and illuminate risks often neglected in nonprofit human services research. In this way, the article demonstrates that classic social science theories of heterogeneity already offer us the tools we need to critically question dominant assumptions about nonprofit human services provision and challenges the reader to consider why we so rarely use these well-known theoretical frameworks in a critical manner. The article concludes by inviting scholars to utilize additional critical theoretical perspectives in future studies of nonprofit human services.

Las complejidades interpersonales y estructurales entre las mujeres que experimentan la falta de vivienda en una comunidad fronteriza entre México y Estados Unidos

The life complexities of women experiencing homelessness warrants further exploration as there is insufficient information on their life’s interpersonal and structural challenges. The aim of this study is multifold: to explore the experiences of unhoused women in El Paso, Texas, a city that borders with Ciudad Juarez Mexico, to identify barriers to health and social services, to promote agency, and improve access to care. Recruitment of participants was done through partner agencies in selecting a sample of 15 Hispanic and 15 Non-Hispanic women who were experiencing homelessness and residing in local shelters in the spring of 2019. The Beck Depression Inventory II, General Self-Efficacy (GSE), and Adverse Childhood Experiences (ACE) scales were administered to enhance understanding and knowledge on the characteristics of women with a lived experience of homelessness to learn about their interpersonal and adverse experiences and future outlook. Feminist perspective was employed as part of the theoretical framework to further explore the interpersonal and structural realities of women experiencing homelessness. Three major themes emerged: relational adversity and intimate partner violence; lack of social support; and challenges related to transitioning out of homelessness. Implications highlighted in the findings will inform health and human service providers, and decision makers about the needs of women and the importance of person-centered carer for this population. It is critical that social workers, human service practitioners, policy makers, researchers, and the general public pause, listen and understand the realities that women experiencing homelessness face and their resiliency to ensure quality services to support them transition and end homelessness.

Innovations and Collaborations Born of Necessity During the COVID-19 Pandemic.

Certainly the COVID-19 pandemic will go down in history as one of the most significant public health challenges of our time. Responding to the uncertainty of the pandemic put public health officials, health care and human services providers, and people working in all service industries front and

Animal Safekeeping in Situations of Intimate Partner Violence: Experiences of Human Service and Animal Welfare Professionals.

Although knowledge of the link between intimate partner violence (IPV) and animal maltreatment has increased significantly in recent years, few studies have examined service providers' experiences with IPV and concurrent animal abuse, as well as animal safekeeping in situations of IPV. The present study documented human service and animal welfare service providers' experiences supporting victims/survivors of IPV, who owned pets and livestock, and included service providers in rural and northern communities in Saskatchewan. Online surveys were completed by 128 human service professionals (including domestic violence shelter workers, domestic violence counsellors, victim services workers, police, and legal professionals) and 43 animal welfare professionals (including workers from animal rescues, humane societies, Societies for the Prevention of Cruelty to Animals [SPCAs], and veterinary clinics) (n = 171). Respondents shared information relating to their awareness of the link; their experiences responding in situations of IPV and concurrent animal abuse, including arranging animal safekeeping in situations of IPV; and successes and challenges related to effective service provision. Results include descriptions of intersecting risks to people and animals. Service providers shared ways that they have assisted victims/survivors who own animals, such as through animal safekeeping programs. Both human service and animal welfare professionals expressed the need for pet-friendly domestic violence shelters and pet-friendly long-term housing options. Service providers offered recommendations for improving education and training; improving provision of services of victims/survivors of IPV and their animals, including improving access to Emergency Intervention Orders and establishing funding for animal safekeeping in situations of IPV; and strengthening existing and building new partnerships.

Secondary traumatic stress, burnout, compassion satisfaction, and perceived organizational trauma readiness in forensic science professionals.

Secondary traumatic stress, burnout, and compassion satisfaction have been described since the 1980s and extensively studied in first responders, law enforcement, legal professionals, and human service providers. There are few studies in forensic science professionals. To determine levels of secondary traumatic stress, burnout, and compassion satisfaction and relate these to demographics and job characteristics, we administered online a modified version of the Professional Quality of Life (ProQOL) questionnaire to professionals in crime laboratories and medical examiner offices. Participants also completed a modified version of the Vicarious Trauma-Organizational Readiness Guide (VT-ORG) to measure perceptions of their organizations' efforts to address vicarious trauma and promote health and wellness. Results from 419 subjects indicated that field-based forensic science professionals registered higher levels of secondary traumatic stress compared to laboratory-based professionals, but burnout and compassion satisfaction were not significantly different between these groups. Demographic variables did not predict any of these outcome measures, but work with victims' families and testifying significantly, albeit weakly, predicted higher secondary traumatic stress. Greater employee belief that their organizations were addressing issues of stress and trauma predicted lower levels of secondary traumatic stress and burnout and higher levels of compassion satisfaction. Write-in responses by participants paralleled the quantitative findings. These results indicate a need to strengthen organizational efforts to address stress and trauma and promote health and wellness, particularly in professionals with direct field-based exposure to crime scenes, contact with victims' families, and responsibility for testifying.

We Are Aging Too! Exploring the Social Impact of Late-Life Migration among Older Immigrants in the United States

Although aging and migration are major global demographic trends, little attention has been given to the health and well-being of immigrants who migrate later-in-life. Drawing on the social convoy perspective, we examine the social impact of late-life migration and explore patterns of human service provision among late-life immigrants in a midwestern U.S. region. Using qualitative data (N = 71)—in-depth interviews and focus group discussions— from diverse key informants, including late-life immigrants and local human service providers, our study attempts to expand the knowledge base on late-life migration and garner community-generated solutions for the well-being of this unique population.

Transition-Aged Youth Who Are Homeless and Misuse Substances: A Qualitative Study of Service Needs

This study examined the service needs of transition-aged (16-25), homeless youth via group and individual interviews with 22 human service providers and a focus group of 17 transition-aged, homeless youth who were engaged in treatment for substance misuse. Qualitative analyses examined service needs, challenges in addressing these, and intersection with youths’ pathways into and out of homelessness. Findings have implications for enhanced networks among service providers to meet the multifaceted needs of this vulnerable population. Pathways into homelessness included unstable homes and involvement in carceral systems such as the foster care and juvenile legal system. Logistical needs of youth included housing, employment, education, transportation, legal aid, obtaining documents, and food security. Mental health needs include substance misuse treatment and recovery services, treatment for co-occurring mental illness and substance use disorders, trauma-informed approaches to care, services for LGBTQ + youth, and coping/life skills. Medical needs included those around sexual health and family planning, dental and vision care, primary care, immunizations, and chronic disease management. Recommendations are provided for research, practice, and policy concerning transition-aged, homeless youth who misuse substances; these include approaches at the individual and family level as well as those that address systemic barriers and structural vulnerability for youth.