Supporting vulnerable populations in Portugal: professional lessons from the COVID-19 pandemic

Abstract The COVID-19 pandemic had a profound impact on immigrants and vulnerable populations, highlighting existing structural inequalities and placing pressure on support systems. This study investigates the multifaceted effects of the pandemic on immigrants and professionals providing support services in Portugal. Data was collected through focus groups with 43 professionals across multiple sectors, including victim support, healthcare, social services, and immigrant integration. A thematic analysis revealed four major themes: (1) impacts on service users, including demographic shifts and intersectional vulnerabilities; (2) professional challenges, such as resource constraints, coordination gaps, and mental health tolls; (3) needs of migrants and professionals, emphasizing the necessity for tailored responses and integrated support; and (4) innovative practices developed during the pandemic, such as digital tools, interinstitutional collaboration, and professional self-care initiatives. The findings underscore the need for systemic change to address intersecting vulnerabilities and promote institutional adaptability. Lessons learned emphasize the importance of culturally competent practices, networking, and proactive crisis planning. These insights are critical for enhancing resilience and ensuring equitable support for marginalized populations in future crises. This study provides recommendations for policymakers and practitioners to institutionalize effective practices and address long-standing systemic challenges.