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BackgroundEnsuring access to accurate and actionable health information is crucial during the COVID-19 pandemic, especially in low-resource settings. Among marginalized groups, there are disparities in access to information, along with significant mistrust of government sources. Non-governmental organizations (NGOs) involved in community-level health education can play an important role in bridging mistrust and targeting information to reach vulnerable populations. There is a lack of research on the experiences and needs of organizations involved in disseminating health information during the pandemic. MethodsThis study uses a qualitative approach to investigate the current strategies, challenges, and needs of community-based organizations involved in COVID-19 public education. From May to June 2020, we conducted 19 semi-structured interviews with leaders of organizations in South Africa and Zambia. Participants were asked a series of open-ended questions in three domains: 1) the impact of the pandemic on the communities served by the organization, 2) their COVID-19 response, and 3) organization needs and challenges during the pandemic. Interviews were recorded, transcribed, and coded using thematic analysis. Coding and analysis were conducted by four study authors and every interview was independently coded by 2 separate authors to maximize internal validity and consistency.Results5 themes relevant to the roles and challenges of locally active NGO’s were identified: (1) they intimately understand community needs during the pandemic; (2) they adapt to pandemic constraints to continue supporting vulnerable populations; (3) they play a unique role in educating the public about COVID-19 due to established access and trust within communities; (4) they are able to customize health education and information to address nuanced needs of local communities served; and (5) they need external support to effectively respond to the pandemic.ConclusionsOverall, our study contributes a deeper understanding of the role of NGOs in providing needed support and customized health education for vulnerable communities during a global public health crisis. To maximize their ability to support their communities, NGO’s would benefit from access to educational resources designed to be easily modified, support in navigating technological and safety challenges during the pandemic, and sustainable funding.