Navigating Complexity and Cultivating Resilience: Human Service Providers’ Perspectives on Afghan Refugee Resettlement in the U.S

Background

Human service providers play a pivotal role in refugee resettlement, acting as essential intermediaries between newcomers and the complex institutional systems they must navigate. In the wake of the 2021 U.S. withdrawal from Afghanistan, the rapid influx of Afghan refugees has further highlighted the importance of these providers in facilitating access to resources and promoting integration. Amid shifting policies, legal uncertainties, and limited resources, providers navigate service provision and delivery. Understanding their perspectives offers valuable insights into systemic challenges and opportunities for more responsive, effective service delivery.

Purpose

Guided by Ecological Systems Theory and the Resilience Framework, this study explored how human service providers engaged with Afghan refugees across micro, meso, and macro systems, through three key questions: What motivates and challenges providers in their work with Afghan refugees? How do they perceive current resettlement systems and policies? In what ways do cultural strengths and community resilience shape service provision?

Data Collection and Analysis

As part of a larger mixed methods study examining the Afghan refugee resettlement apparatus in a Midwestern city, semi-structured virtual interviews were conducted with service providers (N = 10) working in the local resettlement context. Interviews were conducted in English, lasting 60 to 90 minutes, and were video recorded and transcribed verbatim. We employed Braun and Clarke’s Reflexive Thematic Analysis, a flexible approach that emphasizes the researcher’s active role in interpreting data. The analytic process involved three phases: identifying semantic codes, applying latent coding to explore underlying meanings, and generating final themes. Qualtz.ai, an AI-assisted qualitative analysis platform, supported the generation of code clusters and semantic patterns, with final interpretations shaped by theory-informed, human-led analysis. This methodological approach ensured transparency and rigor, particularly in light of ongoing discussions on AI ethics in qualitative research.

Findings

We identified five key themes shaping the service delivery landscape for Afghan refugees: (1) Systemic Navigation and Institutional Barriers: Providers encounter legal complexities, overlapping immigration statuses, and shifting policies that disrupt service continuity and create distress for both providers and refugees. (2) Resource Precarity and Economic Marginalization: Unemployment, housing instability, and underfunded programs limit providers' ability to support refugees’ basic needs, despite their commitment. (3) Cultural Integration and Community Strength: Providers draw on the strengths of cultural identity, family cohesion, and community ties, which are central to refugee adaptation to support integration. (4) Mental Health Resilience: Trauma and stigma complicate access to mental health care, yet refugees demonstrate significant emotional resilience, underscoring the need for culturally grounded mental health support. (5) Educational Access and Language Acquisition: Language and education are critical for long-term integration, but barriers such as credential recognition and limited ESL access persist.

Implications

Findings underscore the complexity of refugee integration and the need for coordinated multisystem support strategies that address both structural barriers and community resilience. Policy reforms, culturally responsive service practices, and sustainable investments in social infrastructure are essential. The study also proposes an ethical model for AI-assisted qualitative research, demonstrating how technology can support—but not replace—human analysis.