Child welfare service delivery via remote communication: Perspectives on engagement from service users and providers in Ontario, Canada

The COVID-19 pandemic and subsequent physical distancing orders resulted in the implementation of most child welfare services in Ontario, Canada through remote or non-face-to-face communication. The widespread shift to remote service delivery was unprecedented and guided by few or no child welfare policies or experiences for workers or leaders to draw upon. While the current child welfare body of literature offers strategies for in-person relationship building and engagement, there is no evidence exploring the link between engaging service users and remote service delivery. Given this significant knowledge gap, this study explored service providers' and users’ experiences about whether and how engagement was impacted by providing or receiving child welfare services via remote communication. The study utilized a qualitative research design that included a sample of child welfare workers (n = 15), caregivers (n = 15), and youth (n = 17); data were analyzed using thematic analysis. Results suggest that engagement can be promoted through remote communication, as it signals trust and respect, promoting connections and reduced fear. There were also challenges in using remote communication especially with young children, those with less technological experience, and for difficult conversations, but it should be considered for future use based on individual needs. Further strengths and challenges are discussed, including mitigating factors.