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Virtual Human Services
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The Evolution and Implications of Virtual Human Services
Virtual human services experienced a significant expansion that has reformed service
delivery, especially during the COVID-19 pandemic (Vahdat, 2022). Some sectors had already
run virtual platforms and many human services programs eventually moved to digital models
only when in-person interaction became no longer feasible.
Personal Connection
I have firsthand experience transitioning from face to virtual human services while
working in a case management position at an emergency family shelter. As a result of the
pandemic, many shelters, food assistance programs, and housing services have been adopted
using online platforms to continue assisting individuals in need. Given the same service, virtual
services made it easier to interact with clients faster, document clients, and give them remote
access to resources (Vandenberg et al., 2022). However, most clients did not have stable internet
access or digital literacy to navigate the online systems. This observation aligns with the article’s
findings, which highlight both the benefits of virtual services in expanding reach and their
potential to exclude marginalized populations.
Equity and Accessibility
According to the article by Benton et al. (2021), virtual human services can concurrently
bridge and widen gaps in equity and accessibility. On the other hand, they increase service reach
by enabling individuals in remote places or physically challenged individuals to access key
programs (Benton et al., 2021). One example includes a rise in the availability of mental health
support since telehealth services can be made available for those who cannot attend in-person
therapy sessions. As stated by the article, these circumstances typically place few people with
lower incomes in a situation where they can rely on unreliable internet access or fewer digital
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devices (Benton et al., 2021). In addition, seniors, as well as people with disabilities, are likely to
be faced with barriers to navigating virtual platforms.
Virtual services need to be designed to promote inclusivity to increase equity. Mitigating
disparities can be done by expanding public access to digital resources, for example, offering
free Wi-Fi in community centers or distributing devices to underserved populations. In addition,
user-friendly, multilingual digital interfaces and accessibility for people with disabilities, as well
as hybrid service models based on virtual and in-person, will make services more inclusive. The
article by Benton et al. (2021) argues that technology adoption with a human-centered approach
—that is, with the preference of how clients need something over how it is convenient for the
operation— can enhance accessibility.
Future Implications
Virtual services have long-term implications for policymakers and service providers, who
have mainly been quick to adopt this new norm. It means that spending wisely on digital
inclusion is a top priority for policymakers, as it involves investing in broadband infrastructure,
funding digital literacy programs, and ensuring that public benefits programs continue to be
accessed virtually and traditionally (Vahdat, 2022). Service providers must change in response to
new technologies without diminishing personalized client-centered care. Training its staff to
communicate effectively with clients on virtual platforms and implementing artificial
intelligence's use in routine administrative tasks would increase service efficiency.
In the future, a hybrid model will be providing access virtually and in person in line with
digital inequities. The role of technological advances is mentioned in the article — the key to the
service's success through virtual humans lies in balancing technology with egalitarian service
delivery (Vandenberg et al., 2022). Proactive policy and service provider efforts to address
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access barriers will help virtual human services to be an inclusionary tool, not an exclusionary
one.
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References
Benton, A., Tschantz, J., Vandenberg, A., Waters, A., & Winston, P. (2021). Virtual human
services for different populations.
https://aspe.hhs.gov/sites/default/files/migrated_legacy_files/199061/VHS-Different-
Populations.pdf
Vahdat, S. (2022). The role of IT-based technologies on the management of human resources in
the COVID-19 era. Kybernetes, 51(6), 2065-2088.
https://www.emerald.com/insight/content/doi/10.1108/k-04-2021-0333/full/html
Vandenberg, A., Winston, P., Benton, A., Tschantz, J., Waters, A., & Clary, L. (2022, March).
Virtual Human Services Delivery during COVID-19: Lessons about Effective and
Equitable Approaches. In 2021 APPAM Fall Research Conference. APPAM.
https://appam.confex.com/appam/2021/meetingapp.cgi/Paper/41409
