By Courtney Kim
Each year, nearly half of Americans across the nation experience material hardship—food insecurity, housing instability, or a lack of access to healthcare. Yet only a fraction of those in need ever receive help from social service agencies. What accounts for this gap? Researchers at the Northwestern Network for Social Impact (NNSI) set out to investigate by listening directly to individuals’ experiences with seeking help in America. By centering on the help-seeker’s viewpoint, the study offers unique insights into the practical and psychological challenges individuals face—insights largely overlooked in previous research.
Formal vs. Informal Support
Formal support channels, as the name might suggest, describe structured programs that offer long-term and reliable support, such as federal programs, nonprofits, and social service organizations. People gravitate towards these channels for more complex and severe hardships like housing or healthcare.
On the other hand, informal support channels include any form of help provided through the individual’s less structured personal connections. Help from informal support channels tends to be more immediate but temporary, often providing relief from simple daily needs such as a meal or a ride to a doctor’s appointment.
The study found that participants tended to expect more from formal channels due to their perceived ability to resolve more complex problems. This expectation often led to frustration when those channels fell short. Conversely, informal help is viewed more positively, even when it doesn’t fully address the need, simply because people have lower expectations for informal support. It’s immediate, personal, and available, even if it cannot resolve more systemic issues like long-term housing insecurity.
Perceived Barriers to Formal and Informal Help-Seeking
Formal:
Bureaucratic Hurdles: Long application processes, confusing and often overly specific eligibility requirements, and missing paperwork make it difficult for participants to begin seeking assistance.
“There was a housing program that I paid 30% of my income to… But it shows that I have a lot of medical bills, so I don’t qualify for it.” – Faith
Identity-Based Discrimination (race, gender, sexual orientation): Some participants noted that they believed aspects of their identity presented unjust barriers to receiving support.
“I think the primary reason why I’m being denied help is because of my skin color … And we are Black Americans, so this offer is not for Black Americans.” – Robert
Informal:
Social Isolation: Many individuals’ lack of community or family ties left them with no one to turn to for help. Being socially disconnected meant informal support was simply not an option.
Fear of Burdening Others: Many participants hesitate to ask friends or family for help because they are concerned about not being able to pay back the favor.
“I just, I feel bad asking for help because I, just having to return a favor is gonna be hard,” – Emily
