Assessing the social impacts of the COVID-19 crisis using phone helplines. The case of the Balearic Islands, Spain.

Background: Crises and health policies to tackle them can increase health inequalities. We explored the scope and usefulness of helplines set up during the COVID-19 crisis and characterised the vulnerability of their users. This study explored the geographic and socioeconomic effects of the telephone helplines set up by the Balearic Islands Government and aimed to characterise the vulnerability of their users. Methods: Telephonic survey combined with a geographical analysis of a sample of calls made between 15th of March and 30th of June of 2020 to five helplines: COVID-19 general information; psychological, social (minimum vital income), labour (temporary employment regulation), and housing (rental assistance) helps. The questionnaire included sociodemographic and housing characteristics, type of problem, and if it was solved or not. We used multinomial regression to explore factors associated with having solved the problem. We calculated the standardised rate of calls by municipality using Chi-squared and z-test to test differences. Results: 1,321 interviews from 2,678 selected (231 excluded, 608 untraceable, and 518 refusals). 63.8% of women, 48.7% were born in another country. They had no internet at home in 3.1%, only on the phone in 17.3%. The 23.5% had no income at home. The Problem was solved in 25.4%, and partly in 30.9%. Factors associated with not solving the problem were not having income at home (p = 0.021), labour (p = 0.008), economic (p = 0.000) or housing (p = 0.000) problems. People from 55 of 67 municipalities did at least one call. The highest rates of calls were from coastal tourist municipalities. Conclusion: Helplines reached most of the territory of the Balearic Islands and were used mainly in tourist municipalities. It probably has not been helpful for families with more significant deprivation. Digital inequalities have emerged.

Vulnerabilidad sobrevenida. El impacto social de la Covid-19 / Successful vulnerability. The social impact of Covid-19

Las crisis sanitarias, así como las medidas adoptadas para hacerles frente, pueden aumentar las desigualdades. Este estudio quiere ahondar sobre el impacto social que ha tenido la crisis sanitaria de la COVID-19. Objetivos: 1. Identificar aquellas personas, grupos o familias más vulnerables y aquellas a las que les ha afectado especialmente la crisis del COVID-19; 2. Describir en profundidad la situación que han vivido y cómo la han afrontado; 3. Conocer qué dificultades han encontrado para solicitar las ayudas del Gobierno. Métodos: Estudio cualitativo que forma parte de un estudio más amplio cuantitativo, que combinó una encuesta telefónica con un estudio geográfico. Se entrevistaron 1.321 personas mediante un cuestionario semiestructurado con algunas preguntas abiertas, de las cuales se seleccionaron 243 para su análisis cualitativo. Se realizaron 8 entrevistas en profundidad. Resultados: El impacto de la pandemia se ha reflejado en forma de malestar psicológico. Algunas familias han tenido que cambiar de vivienda, comunidad autónoma e incluso volver a la vivienda de sus padres. Se han observado grandes dificultades para las familias con personas dependientes (mayores, con discapacidad, hijos e hijas); monoparentales; para familias cuyo sustento básico son pensiones no contributivas y para las personas solas. Los Servicios Sociales han sido un gran apoyo, aunque se ha percibido falta de coordinación entre estos y las diferentes instituciones. Conclusiones: Dadas las características de esta pandemia, algunos grupos no vulnerables se han encontrado con dificultades, no han podido hacer frente a la situación, y los que ya eran vulnerables han aumentado su vulnerabilidad. (AU)

Objectives: 1) To rank more vulnerable people, groups, or households in relation to how the COVID-19 crisis has affected them; 2) To describe the circumstances experienced during the COVID-19 crisis, the way to dealt with, and the success in handling them; 3) To identify the difficulties when applying for government aid. Methods: It was a qualitative study that was part of a broader quantitative study, combining a telephone survey with a geographical study. We phone surveyed 1321 persons using a semi-structured questionnaire with some open questions. From them, 243 we selected for qualitative analysis. Afterwards, we conducted eight in-depth interviews. Results: The COVID-19 crisis caused psychological discomfort. The drawback most frequently reported has been the need to move into worse homing conditions, which include moving to other neighbourhoods or regions, or sharing with relatives (typically, moving into parent’s home). The households more frequently reporting difficulties have been those with dependent persons (young children, elderly or disabled people), single-parents households, households receiving basic subsidy only, and singles living alone. In most cases, Social Services have helped to dealt with the effects of COVID -19 crisis. However, coordination between different institutions should be improved. Conclusions: Given the characteristics of this pandemic and the impossibility of anticipating it, people already socially vulnerable have encountered special difficulties in dealing with the COVID-19 crisis, have been unable to cope with them, and have worsened their degree of vulnerability. (AU)