Recordkeeping, logistics, and translation: a study of homeless services systems as infrastructure

Homeless services systems provide unhoused individuals access to emergency shelter, subsidized housing, and other life-sustaining resources. In this paper, we present a qualitative study that draws on the experiences of fifteen social service workers to examine how recordkeeping practices sustain homeless services systems and unite a tangled web of institutions and actors, including public housing systems, nonprofit agencies, and local governments. We address the following research questions: How is the infrastructure of homeless services sustained by recordkeeping? How are social service workers affected by increasing recordkeeping demands? In what ways do social service workers work against or 'find the play' in this system? To address these questions, we collected interviews and conducted artifact walkthroughs with our study participants. We analyzed the data using an infrastructural lens and found that current recordkeeping practices within homeless services systems comprise an "infrastructure of last resort" that functions logistically, prioritizing efficiency and speed. We also found that social service workers "speak back" to logistification by making the homeless services infrastructure more legible to their unhoused clients through mediation and acts of translation that help to produce better resource outcomes. Our findings show how structuring recordkeeping in ways that privilege efficiency and speed disrupts social service work and interferes with social service workers' ability to provide care for vulnerable individuals facing life-altering and life-threatening hardships.