Provision of services to persons experiencing homelessness during the COVID‐19 pandemic: A qualitative study on the perspectives of homelessness service providers

Abstract

This study aimed to explore the perspectives of homelessness service providers on the impact of the COVID‐19 pandemic on service provision, barriers encountered and learning for the future. Semi‐structured online interviews were conducted with homelessness service providers ( n = 15) identified through the network of homelessness services operating within the United Kingdom. Data were transcribed verbatim and analysed thematically using framework technique. Six key themes were identified including the impact of the pandemic on health and well‐being of persons experiencing homelessness (PEH); the changing needs of service users during the pandemic; impact of emergency provision of housing support on services offered; service adaptations; sustainability of services and learnings from the pandemic. Participants described that being able to offer accommodation through government schemes provided protection to PEH through ‘wrap‐around support’. The pandemic was deemed to have precipitated change and developed resilience in some services. However, lack of resources, donations and sponsors during the pandemic constrained the services forcing many to close or offer reduced services. Reduced face‐to‐face contact with PEH and lack of ability to offer skills sessions led to the exacerbation of mental health concerns amongst clients. The pandemic was also identified to have encouraged positive relationship building between clients and service providers, better communications between service providers and effective housing of PEH. There is a need to address the barriers, sustain the positive learnings and enable organisations and PEH to adapt to the transition when transient and emergency support from the government and local councils ends.

A comparison of the COVID-19 response for urban underserved patients experiencing healthcare transitions in three Canadian cities

“…A lack of meaningful engagement risks compounding the inequities faced by urban underserved populations such as more frequent COVID-19 acquisition, higher severity, exacerbation of intersecting social issues, and less access to related supports. The sudden imposition of service restrictions, paired with the temporary nature of pandemic supports with no clear plan forward to sustain them (Kaur et al, 2021), may further erode urban underserved communities' trust in health and social systems. Conversely, as evidenced in this study and elsewhere in the literature, a collaborative and community-centred policy environment can mitigate many of these concerns (Morgan et al, 2021;Heimer et al, 2020).…”

“…The COVID-19 response demonstrated key areas of opportunity for policy and decision-makers to support transitions in care for urban underserved populations over the longer term. First, connectivity solutions could support virtual care for under-resourced individuals and organizations (Kaur et al, 2021;Ghidei et al, 2022). As these communication tools may be new for some service recipients, their utility will depend on ongoing front-line support during adoption of virtual options.…”

“…Last, the co-location of multiple health and social services and removal of structural barriers to access (e.g. transportation) can promote more integrated care overall (Kaur et al, 2021).…”

Gains and losses within the homeless service, supportive housing, and harm reduction sectors during the COVID ‐19 pandemic: A qualitative study of what matters to the workforce

“…Further, in a US study of emergency shelter providers in Texas, most were worried about being exposed to and contracting COVID‐19 at work, which had a negative impact on burnout levels (Aykanian, 2022 ). Factors that may have exacerbated the stress levels of service providers during the pandemic included changes to how supports were delivered, increased demand for services due to closure of other programmes, and a heightened need to effectively balance risks and benefits in work‐related decisions (Carver et al, 2022 ; Kaur et al, 2022 ; Parkes et al, 2021 ; Pixley et al, 2022 ). Yet, as organisations serving individuals experiencing homelessness were forced to adapt to the pandemic, this also yielded workplace innovations that had benefits for providers.…”

“…Yet, as organisations serving individuals experiencing homelessness were forced to adapt to the pandemic, this also yielded workplace innovations that had benefits for providers. For example, use of hotels as temporary accommodations in the United Kingdom facilitated rapport building with service users and the provision of more support (Kaur et al, 2022 ). Thus, despite emergent evidence of pervasive ill effects of the pandemic on service providers to individuals experiencing homelessness, it is necessary to also identify occupational improvements and innovations, so that these can be leveraged moving forward.…”