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Nonprofit Service Continuity and Responses in the Pandemic: Disruptions, Ambiguity, Innovation, and Challenges
Author(s) -
Shi Yu,
Jang Hee S.,
Keyes Laura,
Dicke Lisa
Publication year - 2020
Publication title -
public administration review
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.721
H-Index - 139
eISSN - 1540-6210
pISSN - 0033-3352
DOI - 10.1111/puar.13254
Subject(s) - ambiguity , public relations , pandemic , agile software development , covid-19 , government (linguistics) , service (business) , service delivery framework , crisis response , business , political science , marketing , management , economics , medicine , philosophy , linguistics , disease , pathology , infectious disease (medical specialty)
Abstract This Viewpoint essay examines the service delivery responses of nonprofit organizations that offer homeless support services amid the COVID‐19 pandemic. Government mandates and severe human needs have forced nonprofits to adapt quickly. Literature reviews provide little information about how nonprofits should manage service continuity under pandemics. Data collected from websites and interviews with nonprofits executives provide an understanding of adaptations and innovations. The study uses a crisis response model—“Disruptions‐Ambiguities‐Innovations‐Challenges” (DAIC)—to demonstrate how social service nonprofits are responding to challenges under COVID‐19. Lessons learned are useful for scholars and practitioners to understand ways nonprofits have remained agile and innovative.