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V magistrski nalogi sem proučevala izvajanje socialnovarstvene storitve pomoč na domu v prvih treh valovih epidemije. Prikazala sem stališče izvajalcev pomoči in tudi uporabnikov. Ta tema je spodbudila razmišljanje o tem, kako izkušnjo z epidemijo vidijo izvajalci pomoči na domu, hkrati pa sem želela pridobiti tudi informacije o tem, kakšne posledice je pustila med vključenimi v storitev. V teoretičnem delu magistrske naloge sem predstavila in pojasnila ključne teme, ki so se mi zdele primerne za obravnavano področje. Osredotočila sem se na izvajanje socialne oskrbe v kontekstu dolgotrajne oskrbe in na socialno delo v času epidemije ter predstavila storitev pomoč na domu in izvajalce/-ke storitve, demografske spremembe, proces staranja ter potrebe starih ljudi. Nalogo sem usmerila predvsem na izkušnjo nove, izredne situacije, poglavitne težave in na kakšen način so se z njimi spoprijemali izvajalci in uporabniki, v primeru, da je do njih prihajalo kako in na kakšen način so se socialne oskrbovalke soočale s spremembami in sprejetimi ukrepi pri svojem že tako zahtevnem delu, katere so bile bistvene spremembe in omejitve, ki so jih morale skladno z veljavnimi odloki in protokoli upoštevati kakšne občutke ali stike so doživljale ob neposrednih stikih z uporabniki v njihovem okolju in obratno, ter kako so se z epidemijo soočali uporabniki, za katere so bile izvajalke glavni viri podpore in pomoči, ki so jih uporabljali v krizni situaciji, kako so se njihovi občutki med soočanjem z epidemiološko situacijo spreminjali ter kakšen vpliv ali posledice je epidemija pustila na kakovosti življenja starejših posameznikov – v tem primeru tistih, ki v domačem okolju nimajo možnosti, da bi čez dan zanje skrb prevzel kdo od svojcev in morajo za vzdrževanje kakovosti življenja uporabljati pomoč v okviru navedene storitve. V empiričnem delu naloge sem podrobneje predstavila in analizirala izvedeno raziskavo. Ugotovitve kažejo, da so se tako oskrbovalke kot tudi uporabniki ob pojavu novega virusa soočali z občutki strahu – predvsem pred okužbo ali prenosom te na druge, sebi bližnje. Pri soočanju s stiskami in strahovi so se socialne oskrbovalke pogosto obračale na koordinatorko pomoči na domu, ki je zaposlena na centru za socialno delo in je bila na voljo za pogovor ter razbremenitev. Svoje dileme in vprašanja pa so razreševale tudi znotraj kolektiva in si bile druga drugi v oporo. Uporabniki so temeljni vir pomoči prepoznali v obiskih socialnih oskrbovalk, ki so jim nudile podporo v obliki razbremenilnega pogovora, pomembni podporni členi pa so bili tudi njihovi družinski člani in svojci. V času epidemije je bilo izvajanje storitve prilagojeno takratnim razmeram in omejeno le na najnujnejše dejavnosti, kot so nega, pomoč pri temeljnih dnevnih opravilih ter razvoz toplega obroka. Skladno z vsemi omejitvami so tako izvajalci kot uporabniki prepoznali številne spremembe, vezane na izvajanje pomoči na domu, ki so se pokazale med epidemijo. Socialne oskrbovalke so s prilagojenim načinom dela zaznale posamezne izzive, s katerimi so se morale soočiti. Opravljanje delovnih nalog z zaščitno opremo in pri tem dosledno upoštevanje navodil in ukrepov je bilo zanje še bolj naporno ter obremenjujoče. Skrajšal se je čas obiska pri posameznem starostniku, saj so več časa porabile za ustrezno rabo zaščitne opreme, zato so ga manj namenile uporabnikom. Starostniki so bili prikrajšani za družabništvo in spremstvo, spremembe pa so beležili tudi pri prinašanju obrokov. Kljub vsemu pa svoje izkušnje niso opredelili kot negativne ali pretirano obremenjujoče. Z organizacijo dela so bili tudi v času kadrovsko okrnjene ekipe oskrbovalk zadovoljni, prihodov oskrbovalk kljub paniki in strahu, ki sta vladala v družbi, niso zavračali, ampak so jih sprejeli brez vsakršnih zadržkov. Tudi vzdrževanje socialne distance in zadrževanje v domačem okolju so uporabniki pozitivno sprejeli ter to prepoznali kot prispevek h krepitvi in večji medsebojni povezanosti med družinskimi člani. The following thesis focuses on the implementation of help at home during the first three waves of the pandemic. It is based on the position of the providers as well as the users. I was interested in researching how the providers experienced the pandemic and how the latter influenced the quality of services received by the users. In the theoretical part, topics relevant to the field in question are presented and explained. In this part, the emphasis is on the implementation of social care in the context of long-term care, and social work during the pandemic moreover, the help at home service and its providers are presented. Finally, demographic changes, the ageing process, and geriatric needs are discussed in this part as well. The thesis addresses how both sides coped with the new and extreme situation what the basic issues were and how they were handled with how social caregivers coped with the changes and safety measures alongside the existing difficulty of their work what essential changes and restrictions they had to adhere to in accordance with authoritative ordnance and restrictions what were their feelings in direct contact with the users and vice versa how the pandemic was perceived by the users what the main sources of help and support they used were how their feelings during the pandemic changed and how the pandemics affected the lives of the elderly individuals who didn’t receive the help from their families but had to rely on the help provided by social caregivers. The empirical part of the thesis presents and analyses the conducted research. The findings show that at the onset of the pandemic, both the providers and users experienced fear, especially the fear of contracting the virus and/or transferring the infection to their loved ones. For dealing with distress and feelings of fear, social caregivers often turned to the help-at-home coordinator, employed at the centre for social services, who was available for conversation and assistance. The staff also addressed their dilemmas among themselves and supported one another. The social services users acknowledged social caregivers’ visits as the primary source of help, as they provided stress-reducing conversations however, the users’ loved ones were also an important support system. During the pandemic, social caregiving services were adapted to the ongoing situation and restricted to essential activities, such as care, helping with basic daily tasks, and delivering cooked meals. In accordance with all restrictions, both social care providers and users acknowledged several changes in the implementation of help at home, which proved essential during the pandemics. The adapted way of work was challenging for the social caregivers. It was the most difficult and burdensome to perform daily tasks in safety equipment and obeying the instructions and measures. Visit duration was shortened due to handling with the safety equipment. The users were thus, deprived of activity and companionship. They also acknowledged some changes in the delivery of meals. Nevertheless, their experience was not marked as negative or too burdensome. Work organisation was satisfactory, despite the shortage of social caregivers. The caregivers were not refused at the door due to the fear and panic overtaking the society but were rather accepted open-handedly. The social distancing and being restricted to home environments were acknowledged by the users as an opportunity to strengthen family bonds.