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Qualitative Study of Certified Peer Specialists' Experiences Delivering Peer Support Services During the COVID-19
Elizabeth Reisinger Walker1, Tatiana Gonzalez1, Leah Howard1
1Department of Behavioral, Social, and Health Education Sciences (Walker, Howard), Hubert Department of Global Health (Gonzalez), and Department of Health Policy and Management (Nguyen, Moore, Druss), Rollins School of Public Health, Emory University, Atlanta; Georgia Mental Health Consumer Network, Tucker, Georgia (Tucker, Hayes, Johnson).
Objective:
The purpose of this qualitative study was to examine the experiences of certified peer specialists (CPSs) in delivering telehealth services during the COVID-19 pandemic.
Methods:
Fourteen semistructured interviews with CPSs were conducted from August to November 2020. Data were analyzed by using thematic analysis.
Results:
Helpful support from employers during the transition to telehealth included clear communication and access to training on telehealth technologies. Main barriers and facilitators were related to interpersonal relationships and logistical factors. CPSs reported that telehealth allowed them to continue to support the peers they serve but that the quality of interactions was not as good as with in-person services. Logistical challenges included inadequate equipment and Internet access.
Conclusions:
To support CPSs in delivering telehealth, employers can engage them in open and transparent communication about guidelines for service delivery, provide training and equipment, and allow them the flexibility to tailor service delivery modalities to the peers they serve.
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