# Moving from In-Person to Digital Delivery Models of HIV Peer Support Services in Response to COVID-19: A Qualitative Study

## TL;DR

This study explores how the shift to digital HIV peer support services during the pandemic affected service delivery and peer workers.

## Contribution

The paper provides new insights into the challenges and opportunities of digital HIV peer support during the pandemic.

## Key findings

- Moving to digital delivery limited informal interactions, which are key in peer support programs.
- Digital service delivery reduced informal support among peer workers during a challenging transition.
- Removing physical barriers enabled new clients to access HIV support services.

## Abstract

COVID-19 saw a rapid shift in how community-based peer support programs were delivered. HIV peer support workers were required to work from home and community-based HIV and LGBTQ + organisations moved their support programs to digital platforms. Between May and September 2020, semi-structured interviews were conducted with individuals who worked (n = 17) or volunteered (n = 4) for community-based HIV and/or LGBTQ + health organisations. Interviews explored the impact of moving to digital service delivery on how peer support programs were delivered and the impact on peer support workers. We identified three overarching themes. Firstly, we highlight challenges with rapidly shifting to online service delivery, particularly as this shift limited opportunities for informal interactions between participants. Informal interactions were considered an important aspect of peer support programs. Secondly, the move to digital service delivery diminished opportunities for informal support between peer workers and their colleagues, just as they were also adjusting to a new and unfamiliar working environment. Thirdly, the removing of physical distance as a specific barrier to care opened new opportunities for engaging potential clients who may have previously had difficulties in accessing HIV support services. We argue that careful consideration is needed to address barriers specific to digital service delivery, including lack of access to appropriate technology and telecommunication infrastructure, as well as concerns about participants’ privacy.