Looking Back to Move Forward
Enough time has passed since the pandemic that I think it’s safe to spend some time reflecting on its impact.
Not because I necessarily enjoy revisiting that season. In many ways, it was one of the most difficult periods of my personal and professional life. But I do believe there is value in processing what happened and asking ourselves what we learned from it.
As leaders in human services, we are often so focused on responding to today’s challenges that we rarely stop to examine yesterday’s lessons. The pandemic was a defining moment for our field, and the insights it revealed still matter today.
When Human Services Was Building the Plane While Flying It
One of the best descriptions I’ve heard of human services during the pandemic was:
“We were building the plane while flying it.”
That description captures the experience perfectly.
Organizations were creating emergency response plans while simultaneously implementing them. Leaders were making decisions with incomplete information. Staff were balancing concerns for their own families while continuing to support others.
Many disability services providers, nonprofit organizations, and human services agencies found themselves carrying extraordinary responsibility during a period of tremendous uncertainty.
Yet somehow, services continued.
People showed up.
Communities adapted.
And leaders found ways to move forward even when they weren’t sure what tomorrow would bring.
The Pandemic Exposed the Importance of Human Connection
When most people think about the pandemic, they remember masks, social distancing, and Zoom meetings.
What I remember most is isolation.
For many individuals receiving services, social opportunities disappeared almost overnight. Day programs were disrupted. Community activities stopped. Family visits became complicated. Routines that created stability suddenly vanished.
In 2023, the U.S. Surgeon General identified loneliness and social isolation as a significant public health concern.
For those of us working in disability services and human services, this wasn’t surprising.
We witnessed firsthand how deeply people need connection.
The pandemic reminded us that relationships are not an extra benefit of quality services.
They are part of the service.
Technology Accelerated Human Services Innovation
One of the most lasting impacts of the pandemic was the acceleration of technology.
Telehealth became common.
Virtual meetings became standard.
Online training expanded.
Electronic documentation increased.
Organizations discovered new ways to connect with staff, families, and the people they serve.
At Compass, virtual Town Halls became a permanent communication tool. What began as a necessity evolved into an effective way to maintain connection across a large geographic area.
The lesson wasn’t that technology should replace relationships.
The lesson was that technology can strengthen access and communication when used intentionally.
As artificial intelligence, automation, and digital tools continue to evolve, this balance between efficiency and connection remains critical.
Leadership During Crisis Looks Different
The pandemic also changed how many of us think about leadership.
In normal circumstances, leaders are often expected to provide answers.
During a crisis, leaders are expected to provide stability.
The most effective leaders weren’t necessarily the people with the best information.
They were the people who communicated consistently, adapted quickly, and remained connected to their teams.
They acknowledged uncertainty while continuing to move forward.
Many leaders experienced tremendous growth during this season.
Many also experienced burnout.
Both realities deserve our attention as we continue building healthier organizations.
What Human Services Should Keep
While the pandemic created significant challenges, it also accelerated important conversations.
Mental health became a more accepted topic.
Self-care became less stigmatized.
Flexible work arrangements became possible.
Innovation increased.
Organizations became more creative in how they delivered services and maintained relationships.
Most importantly, many of us were reminded that independence is not the ultimate goal.
Interdependence is.
Communities thrive when people support one another.
Organizations thrive when teams work together.
Individuals thrive when meaningful relationships exist around them.
The Work Is Not Finished
The pandemic may be behind us, but many of the issues it exposed remain.
Workforce shortages.
Leadership fatigue.
Emergency preparedness.
Technology access.
Health disparities.
Organizational resilience.
These challenges did not disappear when restrictions ended.
The question now is whether we will simply move on—or intentionally learn from what happened.
A Question for Human Services Leaders
As you reflect on your own experience, consider this:
What is one lesson your organization learned during the pandemic that you don’t want to forget?
And perhaps more importantly:
What are you doing today to ensure that lesson becomes part of how you lead moving forward?
The value of difficult experiences isn’t found in what happened.
It’s found in what we choose to do with the lessons they leave behind.