We can’t access invisible services: A qualitative study on the visibility of homelessness services in Toronto

Abstract

Policy and service visibility are key characteristics to ensuring the accessibility and uptake of government supports. If target populations are unaware of a service or cannot identify it in the complicated landscape, then it is rendered invisible. In a complex policy space, like homelessness in Canada, the visibility of policy is particularly prudent and for many a question of survival. This article introduces findings from a qualitative research study in Toronto where we conducted focus groups with 31 participants accessing homelessness services. Our project investigates to investigate how visible homelessness services are to those experiencing homelessness, and how information about services is shared. Our findings highlight the invisibility of services in the homelessness landscape and the importance of visibility to access. Participants offered recommendations around how best to share information and spoke about the need for more visibility throughout the homelessness delivery system. To avoid continued policy failures in addressing Canadian homelessness, there is a need to ensure the invisible is rendered visible, and for the fragmented services to be accessible to those that need them most.