“We Just Get Frustrated”: Exploring Factors that Shape Information Provision in Disability Services

ABSTRACT This study investigates how disability service providers’ information practices manifest surrounding disability services and what factors shape their behavior. Through interviews with 61 providers from state, local, and nonprofit agencies from Virginia, U.S., we identify two descriptive patterns of organizational information practices and five multi‐level factors: information standardization, policy changes, provider's tacit knowledge, digital literacy, and community trust. We show how these factors interact in shaping service providers’ strategies to maintain and simplify information provision across fragmented and shifting service environments. These findings suggest that information provision is not a linear transaction, but relational and adaptive practices shaped by institutional and infrastructural complexity. The study provides an initial understanding of how providers manage and coordinate information in disability systems.