“We actually came to a point where we had no staff”: Perspectives of Senior Leadership in Canadian Homelessness Service Providers During COVID-19

Abstract

Canadian homeless service providers (HSPs) serve individuals with complex needs. COVID-19 has introduced additional challenges to service provision leading to increased pressure on the organizations and the staff they employ. Little is known about how Canadian HSPs were affected by the global pandemic. The current research sought to address this knowledge gap by using qualitative research methodology to assess leaders’ perception of staff well-being and identify specific organizational challenges associated with the COVID-19 pandemic. 42 semi-structured interviews were conducted with senior leadership in Canadian HSPs, including Program Directors, Executive Directors, CEOs, key department managers and program coordinators. Although unanticipated, themes relating to positive outcomes and growth were also identified. Qualitative analysis revealed four overarching themes within the data: Organizational Challenges, Individual Challenges, Organizational Opportunities and Individual Opportunities. Implications of this study include informing pandemic preparedness in the homelessness sector and reducing occupational risks for staff.