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Related Experiment Video

Updated: Oct 29, 2025

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Extending the Population Health Workforce Through Service Learning Internships During COVID: A Community Case Study.

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  • 1Institute for Health Policy Studies, University of California, San Francisco, San Francisco, CA, United States.

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Summary
This summary is machine-generated.

Undergraduate students successfully served as COVID-19 hotline navigators, increasing capacity and gaining valuable experience. This service learning model enhanced patient support and workforce development in population health.

Keywords:
COVID-19internshipnavigationpopulation healthservice learningtelehealthundergraduateworkforce innovation

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Area of Science:

  • Population Health
  • Service Learning
  • Healthcare Workforce Development

Background:

  • Academic medical centers face challenges in scaling healthcare services during public health crises like COVID-19.
  • The University of California, San Francisco's Office of Population Health and Accountable Care (OPHAC) utilized health care navigators to improve patient access to high-value care.
  • During the COVID-19 pandemic, OPHAC needed to rapidly expand its navigator workforce to manage testing, treatment, and return-to-work protocols.

Purpose of the Study:

  • To assess the feasibility and effectiveness of integrating undergraduate service learning students into a population health initiative.
  • To evaluate the role of the Patient Support Corps (PSC) in augmenting the capacity of the COVID-19 hotline navigator workforce.
  • To explore the potential of service learning programs for developing future healthcare professionals and increasing workforce diversity.

Main Methods:

  • Partnered with the UCSF Patient Support Corps (PSC), a service learning program for UC Berkeley undergraduates.
  • Recruited and trained 20 undergraduate students to serve as COVID-19 hotline navigators, providing academic credit for their work.
  • Students received training in privacy regulations and system access, followed by supervised practice before independent call handling.

Main Results:

  • Twenty students were deployed, representing 2.0 full-time equivalent navigators, significantly increasing hotline capacity.
  • Trained students performed at a level comparable to staff navigators after approximately 10 hours of supervised practice.
  • The program facilitated access to IT systems and provided essential regulatory training, enabling students to work directly with patients.

Conclusions:

  • Service learning programs can effectively augment healthcare workforce capacity during public health emergencies.
  • Undergraduate students can be successfully trained and integrated as patient navigators, contributing to population health goals.
  • This model offers a scalable approach to increase workforce diversity and develop the next generation of healthcare professionals.