PLOS Global Public Health · 6 authors, 3 centres
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This qualitative study interviewed ten frontline domestic abuse service staff to explore how the COVID-19 lockdown impacted their work. The central finding was that while referrals increased, remote working introduced significant efficiencies but also created new challenges for client safety and access.
This qualitative study conducted ten semi-structured interviews with female frontline staff from a specialist domestic abuse service in north-east England who worked through the UK's initial March to July 2020 lockdown. The interviews were analyzed thematically. Findings included increased referral levels and severity during lockdown, and a shift to remote working. This transition brought service efficiencies like time and money saved from no travel, enhanced support for some groups like male victims, but created safety challenges due to loss of non-verbal cues and concerns about client honesty. Limitations include the small sample size from one organization and the all-female participant group, which may limit generalizability. The implications suggest remote service models offer benefits but must be carefully resourced to ensure client safety and staff well-being, and do not exacerbate digital inequalities.
