“It’s Not a Cookie-Cutter Scenario Anymore”: the COVID-19 Pandemic and Transitioning to Virtual Work

Abstract

The COVID-19 pandemic forced human services agencies, including child support agencies, to find ways to continue providing services. Many agencies considered changes to where and how staff work, in addition to new modalities for service provision. This paper explores how five Wisconsin child support agencies approached staff work arrangements and service delivery during the pandemic; challenges and opportunities encountered; changes agencies expect to persist; and implications for policy and practice. Data were gathered through semi-structured interviews with child support directors and staff in five Wisconsin counties between January and February, 2021. Data were analyzed thematically. Despite limited information and little prior experience working virtually, county agencies rapidly adapted staff work arrangements and service delivery methods to facilitate service continuity. Strategies used by agencies varied across counties, given local directives, resources, and constraints, and as the pandemic evolved. Despite variation, counties contended with a similar array of decision points, including changes to physical spaces, office closures, and staff work locations. Agencies also implemented creative strategies to connect with customers and keep services accessible. Findings suggest that innovative combinations of traditional and newer methods can help agencies maximize reach. Further, the infrastructure and experiences counties gained by working in new ways offer increased flexibility and improved capacity for service continuity in the future. Policymakers could support these efforts by providing guidance related to confidentiality and data security; supporting and facilitating crisis contingency planning; coordinating information exchanges; procuring technology and resources; and advocating for infrastructure, particularly broadband internet.