Remote service delivery during the COVID-19 pandemic: Questioning the impact of technology on relationship-based social work practice

Abstract

The coronavirus (COVID-19) pandemic caused widespread lockdowns, social distancing measures, restrictions to businesses and the closure of buildings. During this time social workers were required to adjust to remote practice, adopting technological adjuncts for continued engagement with service users. This article reports on qualitative interviews with fourteen front line social workers practicing during the pandemic in Northern Ireland, exploring the impact of remote delivery and technology on relationship-based practice. Findings highlight negative outcomes on relationship building and social worker self-care, alongside concerns that efficiency would be prioritised over future face-to-face contact with service users. The adoption of alternative methods of communication through technology has disrupted the core principles of relationship-based practice and has meant that, without proper planning or staff training, alternative models of delivery, which may have enabled some form of continuation and centralisation of relationship-based practice are under explored and require further investigation.

A Feasibility Study of the SAFE Pilot Program: A University–School Board Partnership in Ontario

“…As an augment however, participants suggested face-to-face sessions, when assessed to be beneficial to the service user, would strengthen the program, particularly for those whom virtual posed a barrier to service; this finding is consistent with those that indicate varying needs among service users related to ICT provided services ( Mishna et al, 2022 ). Moreover, while one study of the impact of remote service provision on the therapeutic relationship prior to the pandemic predominantly cited it to be equal to face-to-face service provision ( Mishna, Sanders, Fantus, et al, 2021 ), the impact of this global disruption of face-to-face relational work warrants extensive additional study ( Pascoe, 2022 ). Suggestions to augment SAFE services included more user-friendly remote forms, adding walk-in services, and parent psycho-ed or treatment groups.…”

O impacto da COVID-19 em profissionais de serviço social portugueses e brasileiros: Um estudo exploratório

“…Devido aos requisitos de distanciamento social da pandemia, os assistentes sociais passaram por mudanças transformadoras na sua prática, com a rápida aceitação de tecnologias virtuais (Hakak et al, 2022;Kingstone et al, 2022;Mishna et al, 2021;Okafor & Walla, 2021;Pascoe, 2022).…”

“…Também Kingstone et al (2022Kingstone et al ( , p. 2050, numa pesquisa com assistentes sociais, mencionaram: "many feared missing important factor cues due to their partial view of a servisse user's reality". Numa outra pesquisa, os assistentes sociais inquiridos manifestaram a sua preocupação com o facto de a pandemia ter diminuído a qualidade da relação com os beneficiários da ação social, ameaçando os valores e a ética do serviço social, que se baseia no relacionamento (Pascoe, 2022).…”

“…"Uma estratégia de intervenção importante foram as reuniões virtuais com os usuários, dando a continuidade ao vínculo, as reuniões com outras instituições da rede e a comunicação via WhatsApp para que o mínimo contato não fosse perdido com os usuários" (Assistente social 13 -Brasil). É vasta a literatura que referencia que as novas tecnologias contribuíram para que os assistentes sociais desempenhassem as suas funções, ainda que remotamente (Ashcroft et al, 2022;Barsky, 2020;Carvalho, 2020;Mishna et al, 2021;Pascoe, 2022).…”

An opinion: social workers serve vulnerable populations in various digital ways under the crisis of the COVID-19 pandemic

“…They often worked remotely from home and used online services to protect children, older adults, and others in “at-risk” groups within difficult conditions mediated by digital technology. They were required to adopt videoconferencing or phone calls, to ensure continued engagement with service users where face-to-face contact was restricted ( 3 ).…”