Redefining boundaries, guilt, and success: Examining the impact of COVID-19 on domestic abuse service providers

The difficulties presented by the COVID-19 pandemic were exacerbated for those working in domestic abuse crisis and support services, many of whom received little public recognition for their efforts at the time. The present study addresses this gap by illustrating the factors informing and sustaining domestic abuse service provision during the COVID-19 pandemic. Eighteen domestic abuse service providers (DASPs) from one organisation in south-east England shared their experiences of working during the pandemic national lockdowns. The thematic analysis outlines the hidden negotiations of remote working, the psychological and pragmatic adaptations DASPs employed to maintain vital services, and the impact of dealing with risk and trauma from intimate spaces and while isolated from colleagues. Key themes include negotiating boundaries, navigating guilt, and re-evaluating success. The importance of ‘compassion satisfaction’ – feelings of pleasure from helping others by doing a job well – significantly helped DASPs to adopt positive attitudes during this period of uncertainty and change. DASPs demonstrated personal and professional growth through acquiring new skills, fostering innovation, and positively reframing their contributions. The findings offer evidence-based insight into factors that may mitigate risk to service delivery in future large-scale crisis situations.