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Abstract Social workers’ critical role as service navigators on behalf of their clients is expanding in the online space at a faster pace than ever before. This study examined the process and outcome of online information navigation through the lens of service providers and service users based on observational and interactive surveys. T tests and correlation results showed that human services providers demonstrated a higher capacity to visit more websites and yield more accurate search outcomes in a similar duration of time compared with general service users. Results suggest that digital literacy for navigating information online can be improved through educational opportunities. At the same time, both groups shared some common feedback on desired features for future service navigation online, including but not limited to an open search bar, search filters, instruction videos, live chat, and discussion forums for seeking mutual help and networking. The findings bear implications for formulating the roles, responsibilities, and desired competencies of social workers for online service navigation in the digital and postpandemic future. 

Previous homelessness research examined common pathways into homelessness, yet not much is known about how people navigate through services while experiencing homelessness. This study explored the service pathways of homeless individuals in the U.S. context, which show their connection with multiple organizations and their lived experiences of using services over time. We conducted 12 semi-structured in-depth interviews to grasp the history of service pathways, including the number of organizations, time gaps between services, and referral patterns. We also conducted participant observation shadowing with a subset of the study participants to understand how they interact with caseworkers. The length of service pathways varied, from less than five years to more than two decades. On average, participants went through at least three and up to eight organizations. Regarding service experiences, systemic- and individual-level themes were drawn for negative or positive experiences, such as strict organizational policies and the caseworker’s demeaning attitudes (negative), or supportive organizational culture and strong employee competencies (positive). The findings of this study provide deeper insights into homeless populations’ service trajectories and their experiences throughout the service-navigating process.