Nonprofit service provider organizations nationwide made abrupt, often improvised adjustments to how they worked with clients when the pandemic swept the country in March 2020. Some shifts, like streamlining communications and utilizing technology to conduct online meetings, will remain part of operations in a postpandemic environment, while other adjustments may no longer be needed.

Jewish Family Services (JFS) of Columbus, a multipurpose social service agency, provides counseling services, unemployment aid, senior assistance, adoption guidance, and many other supports to the community. Among the agency’s comprehensive set of services is a program called the Journey, which helps people involved with the Franklin County, Ohio, child support agency find new or better jobs, enabling them to meet their support obligations.

When the pandemic began in March 2020, JFS had to quickly adapt its service delivery to continue to meet the needs of its clients and participants in the Journey. Their adaptations have proven to be successful, so much so that many of their practices will continue after the pandemic ends.

Social service agencies nationwide faced unprecedented challenges in their initial struggles to cope with the COVID-19 pandemic. In its own response, JFS benefited from adaptable technology and a local labor market with a concentration of essential industries to continue placing clients in jobs. The sudden need for more proactive outreach also pushed JFS to innovate and adopt technology and new forms of engagement as they keep serving clients. Some of these changes, such as increased use of texting and group video calls, will remain a regular part of services after the pandemic is over. As JFS leaders consider what new procedures and formats to retain in a postpandemic environment, their experience may provide lessons for other agencies, and show ways this crisis has prompted useful and positive changes.

Read the full article about more permanent changes to employment services by Peter Baird at MDRC.