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Telehealth and remote services in human services: New frontiers for client care

The COVID-19 pandemic exposed gaps in access to care, pushing human service systems to rapidly close them. Almost overnight, human service providers pivoted to video calls, online case management platforms and virtual check-ins to continue supporting their clients.

Now, what started as an emergency response to the pandemic is here to stay. “The COVID-19 pandemic demonstrated that mental health care can be delivered efficiently and accessibly through telehealth,” said Yael Monselise, LCSW, SIFI. “This shift appears to be permanent.”

Today, telehealth is a core component of care delivery across various human service disciplines, including social work, counseling, case management and behavioral health. In fact, the American Psychological Association confirms that hybrid models of care, which blend in-person and virtual services, are now the norm.

In this blog, we’ll explore what digital transformation means for human services, including the benefits, challenges and how academic programs are preparing students for virtual practice.

The benefits of telehealth in human services

Remote human services open doors to care for people previously shut out. “Telehealth offers flexibility that can reduce barriers related to transportation, mobility and caregiving responsibilities, making services more equitable and consistent for many,” Monselise explained.

Research shows that in rural and underserved areas, where provider shortages and transportation challenges are common, telehealth is helping bridge longstanding equity gaps. It also makes a significant difference for caregivers juggling responsibilities, working adults with inflexible jobs and individuals with chronic health challenges.

When care adapts to fit a client’s life (and not the other way around), engagement improves. Studies confirm that agencies that center the client experience see better outcomes. Whether it’s offering after-hours appointments, sending follow-up messages through secure portals or making it possible for clients to access care from the privacy of their own homes, telehealth helps practitioners meet people where they are.

The challenges of remote services in human services

While telehealth certainly expands access, it also introduces new barriers. The digital divide is one of the most pressing challenges associated with remote services in the human services sector. According to Pew Research, approximately 25% of adults with low incomes don’t own smartphones, and about 40% lack access to broadband or computers at home. For human services professionals, that means some of the most vulnerable clients may not be able to log in to virtual appointments.

Then there’s the complexity of confidentiality, especially when working with minors. School-based telehealth programs often involve external providers, shifting governance from the Family Educational Rights and Privacy Act (FERPA) to the Health Insurance Portability & Accountability Act (HIPAA). This governance shift can create confusion around consent and privacy.

The Rural Health Information Hub shares that in some states, minors can legally access certain services like STI treatment or outpatient mental health care without parental approval. However, many platforms default to an age 18+ policy in their terms of service, which forces programs to negotiate exceptions or seek alternative solutions.

But beyond logistics, telehealth isn’t always clinically appropriate as a long-term solution. “For example, with school-avoidant youth or clients experiencing agoraphobia, telehealth can unintentionally accommodate avoidance behaviors. In my clinical work, I’ve always prioritized meeting clients where they are, but with the intentional goal of gradually increasing exposures to reduce avoidance over time” Monselise said.

How human services programs adapt their curriculum to prepare students for telehealth

As telehealth becomes a permanent fixture in human services, education must keep pace. Many human services programs are beginning to integrate formal telehealth training into their curricula, but not always fast enough.

“Failing to prepare students for this reality is a disservice,” Monselise said, who sees this gap firsthand. Too many emerging human services professionals “are expected to learn telehealth skills through trial and error during field placements, without adequate guidance or support.” That needs to change. Research shows that human services professionals often feel underprepared when systems fail to equip them with the necessary tools or training to apply their learning effectively in the field.

Forward-thinking human services programs, however, are changing that. Social Work Today reported that institutions such as Simmons University, the University of Alaska and Indiana University actively integrate telehealth training into graduate-level human services coursework, field experiences and even university-run telehealth clinics, where students can practice client support skills under supervision. At the University of Southern California, for example, the long-running Telehealth Online Clinic expanded during the pandemic to include the SAFE-T Program (an emergency virtual counseling initiative that responded to urgent community needs).

“Integrating telehealth competencies—such as digital communication, online boundaries, crisis management and HIPAA-compliant technology use—into [human services] education ensures that new clinicians are equipped to navigate both the opportunities and challenges of remote service delivery with confidence and professionalism,” Monselise said. 

Well-designed telehealth instruction can help students feel confident and capable long before they ever log into their first virtual session.

Quick tips for students preparing for remote client care

If you’re preparing for a career in human services, it’s clear that developing telehealth fluency is no longer optional. While many programs now incorporate it into their curricula, students should also take the initiative to build their skills outside the classroom.

Here are a few ways to prepare:

Telehealth in human services is here to stay

We now know that telehealth is not replacing in-person services entirely, but it is here to stay. For many human services professionals, this means learning how to transition between the two modes of a hybrid care model, adjusting to each client’s specific needs and preferences.

“While telehealth can be an effective starting point, I believe it’s essential to use it thoughtfully and not as a permanent substitute when in-person engagement may support therapeutic goals more effectively,” Monselise said. Telehealth may be the entry point. But the goal is always growth. 

Providers must ensure that services delivered through any modality uphold ethical standards, protect client privacy and promote meaningful connection and progress. Doing so requires a deep understanding of both the limitations and possibilities of technology in human services.

Wrapping it up

As this digital shift becomes the norm, the human services field must continue to invest in ethics-driven training, client-centered practices and flexible service models that adapt and change in response to community needs. For students pursuing a career in human services, seek out opportunities and programs that embody these ideals—because the future of care lies in meeting people where they are and helping them move toward the fulfilling life they deserve.