COVID-19 rapidly altered patterns of domestic and family violence, increasing the complexity of women’s needs, and presenting new barriers to service use. This article examines service responses in Australia, exploring practitioners' accounts of adapting service delivery models in the early months of the pandemic. Data from a qualitatively enriched online survey of practitioners (n = 100) show the ways services rapidly shifted to engage with clients via remote, technology-mediated modes, as physical distancing requirements triggered rapid expansion in the use of phone, email, video calls and messaging, and many face-to-face interventions temporarily ceased. Many practitioners and service managers found that remote service delivery improved accessibility and efficiency. Others expressed concerns about their capacity to assess risk without face-to-face contact, and were unsure whether new service modalities would meet the needs of all client groups and reflect best practice. Findings attest to practitioners' mixed experiences during this period of rapid service innovation and change, and underline the importance of monitoring emerging approaches to establish which service adaptations are effective for different groups of people, and to determine good practice for combining remote and face-to-face service options in the longer term.

中文翻译：

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在 COVID-19 期间调整服务提供：家庭暴力从业者的经验

COVID-19 迅速改变了家庭暴力的模式，增加了女性需求的复杂性，并为使用服务带来了新的障碍。本文研究了澳大利亚的服务响应，探讨了从业者在大流行的最初几个月调整服务交付模式的说法。来自对从业者（n = 100）进行定性丰富的在线调查的数据显示了服务迅速转变为通过远程、技术中介模式与客户互动的方式，因为物理距离要求引发了电话、电子邮件、视频通话和消息传递，许多面对面的干预暂时停止。许多从业者和服务经理发现，远程服务交付提高了可访问性和效率。其他人对他们在没有面对面接触的情况下评估风险的能力表示担忧，并且不确定新的服务模式是否能满足所有客户群体的需求并反映最佳实践。调查结果证明了从业者在这一快速服务创新和变革时期的不同经历，并强调了监测新兴方法的重要性，以确定哪些服务适应对不同人群有效，并确定将远程和面对面相结合的良好做法- 面对长期服务选项。