"The Technology We've Been Forced to Use": Impact of Online Service Delivery for Kinship Families During the COVID-19...

The COVID-19 pandemic rapidly changed the service landscape for both professionals and families. Kinship families, who often navigate multiple systems concurrently with higher service needs, were among the most vulnerable. This study explores kinship caregivers' and child welfare professionals' perceptions of changes in service delivery during the pandemic, specifically the sudden shift to virtual platforms.

To understand participants' experiences, focus groups with protocols shaped by initial Delphi Rounds were implemented with 25 kinship caregivers and 34 child welfare professionals from a national sample.

Caregiver and professionals shared themes related to how COVID-19 precautions impacted service delivery; kinship families' access to, knowledge, and use of technology; and benefits and challenges for implementing virtual support.

Based on findings shared by participants, a model illustrating influencing factors for online service delivery was created highlighting technological capital, client factors, provider factors, and service type as key components. Implications of implementing online supports in practice are discussed, including technology access, training in social work education, and future research areas.

Despite the many adversities the COVID-19 pandemic presented for professionals and kinship families, this unprecedented time also paved the way for us think differently about service accessibility and the benefits and challenges of online supports, especially in a world that is quickly moving toward automation. Considering both families' and professionals' perspectives is key to integrating virtual supports into the current service delivery landscape in equitable and effective ways.