We often think of infrastructure as physical structures that keep a society running, like highways, railways, and water pipes. However, some of the most vital systems in our lives are less noticeable. The system that connects people in need with the support they qualify for, we call this social infrastructure:
Social infrastructure = systems that organize and manage complex health and human service referral systems, eligibility criteria, and financial compensation for services.
Just as roads and bridges connect us to jobs or schools, social infrastructure links individuals to life-sustaining resources. However, connecting individuals experiencing hardship to the appropriate resources is not simple, especially when trying to do it on a large scale. As a concept, social infrastructure helps us understand and compare the investments that governments and nonprofits make to coordinate health and human service organizations.
There are five core components of social care infrastructure:
1. Financial resources
Every system begins with money, and social infrastructure is no exception. A significant portion of social care funding comes from governments through tax revenues and federal grants. Philanthropic giving is another vital source, with tens of billions of dollars each year donated to human service and health nonprofits.
2. Resource directories
Even when resources exist, people cannot access them without clear information. Resource directories provide the map, listing available services, eligibility criteria, hours of operation, and contact information. Some directories are centralized databases, others operate as collaborative platforms maintained by multiple organizations. The strength of these directories depends on communication. Like a corporate intranet, a directory is only helpful if organizations consistently contribute updates. Without collaboration, entries quickly become outdated and unreliable.
3. Enrollment systems
Resources are only meaningful if people can successfully apply for them. Enrollment systems are designed to make applying for and renewing benefits less burdensome. They include online portals, automated eligibility determination tools, and document management systems. Importantly, human navigators remain at the center, helping individuals overcome bureaucratic hurdles just as patient navigators do in healthcare. The most advanced systems follow the “Once Only” principle: citizens provide information only when it cannot be obtained from another agency, reducing duplication and confusion.
4. Human resources
Human resources give social infrastructure its human connection. Community health workers, social workers, navigators, and community liaisons all play specific roles in addressing people’s various needs as they navigate social care infrastructure. Outreach workers identify those in need and connect them to services. Navigators guide individuals through referrals and enrollment. Community weavers maintain and update directories to keep information accurate and accessible. Together, these roles ensure that the infrastructure functions as a living system that responds to human needs.
5. Technological investments
Technological investments are becoming increasingly important in enhancing social care infrastructure. Today, technology plays a significant role in making these systems more efficient and accurate, allowing them to serve larger populations with greater consistency. For instance, data analytics tools identify trends, forecast needs, and support data-driven decisions for improved service delivery. Case management technology records and maintains longitudinal records of individuals’ cases, ensuring ongoing support and follow-up.
The Takeaway?
Framing social infrastructure through these five components offers a practical way to assess its strength across communities, allowing systematic comparison and benchmarking. This approach moves the conversation beyond vague speculations of effectiveness and towards more concrete metrics that help identify areas of improvement comprehensively. Are financial resources secure and diversified? Are directories accurate and accessible? Are there enough workers on the ground to guide individuals?
Building stronger systems takes steady funding, technology to support large volumes of processing, and people who know the work on the ground. The point of social infrastructure is pretty basic—does it make life more stable for the people who rely on it? If we want systems that serve people, we need to start thinking of this as infrastructure and begin investing in it as such.
Citation:
Shumate, M., Kim, Y. & Tahoub, M. (forthcoming 2026). Social care infrastructure: A framework for comparing municipal, state, and national investments in the provision of social care. In Keri Stephens and Kasey Faust (Eds.). The Handbook of Infrastructure Communication: Bridging Technical and Social Dimensions. Wiley.