Working Within a Broken System; Caseworker Perspectives on Homelessness in King County

Abstract

Objectives. Homelessness caseworkers are in demand in cities experiencing high numbers of visibly unhoused people. We aimed to understand the roles, working conditions and views of caseworkers who coach and assist unhoused individuals in the Seattle metro area. Methods. We conducted 16 semi-structured interviews with caseworkers who were supporting unhoused individuals in the Seattle metro area of Washington State between January 2022 and March 2022. Using an inductive approach, we used Atlas.ti to analyze transcripts and elicit themes. Results. Caseworker participants described high levels of job satisfaction with the content of their work, but many frustrations with their working conditions, resources available to offer clients, and very low levels of compensation. Assisting clients in navigating the complicated web of social services in public and private agencies requires in depth knowledge of a fractured system, and relationships with individuals across organizations. Within their own organizations, caseworkers described short-staffing, feeling underpaid in relation to the physical risk and mental toll of their work, and a lack of a comprehensive resource guide. The resources they can offer clients are limited by a lack of suitable, affordable housing options and high barriers to attaining housing for clients. Caseworkers noted Seattle’s policy of relentless and destructive encampment sweeps as regressive and cruel. Though participants overwhelmingly believed Seattle had a better range of social services for supporting unhoused individuals than many other areas of the United States, Seattle-based caseworkers also acknowledged the services available may attract an influx of unhoused individuals, especially from the suburban areas of the county, burdening the thinly spread service providers. Conclusions. Little is known about the growing number of homelessness-facing caseworkers across America’s cities; these workers offer insights into the systems in which they work. To better support unhoused clients, caseworkers need better support from their employing organizations to decrease burnout and increase retention. Additionally, they need better options for homelessness relief from policymakers, shelter providers and other stakeholders. Despite their weaknesses, social service systems in King County are probably stronger than many other places experiencing high levels of homelessness, and may offer a model for other municipalities.