University of Wisconsin–Madison

2021: Virtual Human Services Delivery: Initial Findings

2021 National Poverty Research Center Topical Panel

April 6, 2021 | 2:00 p.m. – 4:30 p.m. ET

Convened by the Office of Human Services Policy, Assistant Secretary for Planning and Evaluation, U.S. Department of Health and Human Services in conjunction with the Institute for Research on Poverty at the University of Wisconsin–Madison.

Overview

The COVID-19 pandemic forced many human services programs to shift from in-person to virtual service delivery. Initial research on the successes and challenges of virtual approaches to delivering services can help inform program administrators, policymakers, researchers, and providers as they consider long-term opportunities and limitations. In particular, a variety of national, state, and local stakeholders have begun trying to learn which human services appear to be effectively delivered remotely, how to best deliver them, to whom virtual services are easiest/hardest to deliver, and under what circumstances they can work well. However, because the situation has been changing so rapidly and the work is so urgent, in many cases we have not had an opportunity to come together to discuss our learnings. During this event, participants shared lessons learned over the past year, discussed promising practices and research gaps, and engaged in peer learning to advance our collective understanding of the effects of virtual service interventions for the people we serve, in particular populations who have historically faced barriers to services.

Background Resources

Agenda (Note that all times are ET)

2:00 p.m.
Welcome and Opening Remarks
Katherine Magnuson, IRP
Jennifer Burnszynski, HHS, Office of the Assistant Secretary for Planning and Evaluation
Miranda Lynch-Smith, HHS, Office of the Assistant Secretary for Planning and Evaluation

2:15 p.m.
ASPE Findings
Amanda Benton, HHS, Office of the Assistant Secretary for Planning and Evaluation
Presentation Slides

2:25 p.m.
Recent Research from Federal and Non-Federal Partners
Moderator: Joe Raymond, Social Policy and Human Service Programs, ICF
Jeanna Capito, National Alliance of Home Visiting Models
Presentation Slides
Tiffney Marley, Community Action Partnership
Presentation Slides
Maisha Meminger, U.S. Department of Labor, Employment and Training Administration
Presentation Slides
Uma Ahluwalia, Health Management Associates
Presentation Slides
Group Discussion

3:25 p.m.
Breakout Room Topical Discussions
Room 1: Staffing and Supervision of Remote Work
Room 2: Considerations for Different Elements and Types of Services
Room 3: Populations Who Have Historically Faced Barriers to Services (last names A-L)
Room 4: Populations Who Have Historically Faced Barriers to Services (last names M-Z)
Room 5: Technology Needs, Access, and Strategies (last names A-L)
Room 6: Technology Needs, Access, and Strategies (last names M-Z)
Room 7: Measurement and Evaluation (last names A-L)
Room 8: Measurement and Evaluation (last names M-Z)
Room 9: Implications of Virtual Services on Equity and Disparities (last names A-L)
Room 10: Implications of Virtual Services on Equity and Disparities (last names M-Z)
3:55 p.m.
Breakout Room Report-Back and Debrief
Moderator: Joe Raymond, Social Policy and Human Service Programs, ICF

4:25 p.m.
Closing Remarks
Jennifer Burnszynski, HHS, Office of the Assistant Secretary for Planning and Evaluation
Benjamin Sommers, HHS, Office of the Assistant Secretary for Planning and Evaluation