Abstract
While the coronavirus disease of 2019 (COVID-19) pandemic exerted a devastating impact on all members of society, it highlighted the worsening inequalities experienced by marginalised groups such as people experiencing poverty and homelessness in South Africa. The pandemic also exacerbated the multiple demands and stressors of service providers working in homeless shelters. Hence, the study examined the experiences of service providers in terms of challenges and opportunities derived from working at homeless shelters in Tshwane, South Africa, during the hard lockdown from 27 March to 30 April 2020. Guided by a qualitative approach, five service providers were interviewed online. Thematic analysis revealed organizational challenges, such as a lack of knowledge and preparedness regarding disaster management, while client challenges included getting service users to adapt to living with rules. Organizational opportunities included the opportunity for the organization to conduct research, while personal opportunities included the learning experience of working with a vulnerable population during an unprecedented pandemic. Findings highlight the need for programmes to support the wellness needs of service providers and the development of a national policy on homelessness.