Roles of ICT in the field of Social Services

MIT-Roxanne C. Espiritu
Information and communication technologies (ICTs) are broadly defined as technologies
used to convey, manipulate and store data by electronic means. This can include e-mail, SMS
text messaging, video chat (e.g., Skype), and online social media (e.g., Facebook). It also
includes all the different computing devices (e.g., laptop computers and smart phones) that
carry out a wide range of communication and information functions.

A broad portion of a social worker’s job is to interact face-to-face with clients, which means
they rely on technology to help them manage their time and clients. The use of technology in
their work comes with advantages and challenges. It’s great for managing projects, keeping
meticulous records and sharing information across social service agencies. On the other
hand, technology introduces new challenges to social work agencies, in terms of information
security, technology reliability, and accessibility.

Technology throughout a Social Worker’s Career

Social workers use technology in every facet of their careers, starting with their education,
continuing through job searches, and lasting throughout their careers. Here are a few more
specific examples of how social workers use technology:

 Earning an education – Online programs are available for undergraduate and

graduate social work degrees from accredited institutions of higher education.

 Finding employment – Today’s job search process often starts online and, if you are
looking to move to a new location, can involve video-chat interviews.

 Taking and storing client notes – Rather than maintain a collection of handwritten
notes, social workers use electronic systems for efficiently tracking and retaining
data. Tools range from simple spreadsheets to complex project management
platforms.

 Conducting counseling sessions – Internet technology and live chats platforms such
as Facetime and Skype make meeting with clients much easier and more efficient
because they require the social worker to do less travel.

 Broadly disseminating information – Innovative communication tools make

distributing information among caregivers and social service agencies easier than
ever. Google Docs and Google Sheets allow multiple users from unlimited locations
to access documents, comment and share information.

 Researching resources – Social workers have the ability to stay up to date on peer-
reviewed research, social issues, and what other social workers are doing by
following blogs, social media accounts and newsletters published by social work
agencies.

 Business operations and management – Social work managers monitor personnel,

create programs, work with budgets and organizational finances, and communicate
with other professional organizations, government entities, stakeholders, and
employees with the help of technology.

Disadvantages of Technology in Social Work Careers

While technology’s role in social work careers is filled with advantages, there are some
concerns that must be addressed when incorporating technology into conducting social
work:
Roles of ICT in the field of Social Services
MIT-Roxanne C. Espiritu
 The security of data and information storage leaves sensitive client information
vulnerable to hackers. Not all servers, including e-mail and cloud computing
systems, are secure and reliable. A breach in security could lead to client information
and data being violated or released, which could have legal and other ramifications.

 Health Insurance Portability and Accountability Act that was passed by Congress in
1996 includes a section about protection and confidential handling of records by
health care providers and organizations. Social work agencies that breach client and
patient data could be penalized.

 Unless information stored electronically, such as employee and client records,

budgetary documentation, and professional plans are adequately backed-up, there is
always a risk that information could become lost or erased during a system failure.

Social Work Code of Ethics

Technology standards notwithstanding, the National Association of Social Workers (NASW)

has an established social work code of ethics by which all social workers are expected to
abide. These ethical guidelines are founded around the fundamental mission and values of
social work, which are:

 Service

 Social justice

 Dignity and worth of the person

 Importance of human relationships

 Integrity

 Competence

The goal of the social work code of ethics is to attend to all people’s basic needs and to
empower and enable individuals constrained by their circumstances, whether it is poverty,
oppression, or some other kind of vulnerability. Thus, it is with this governing ethical body
in mind that a set of technology standards was implemented.

Technology Standards

The goal of the technology standards is to ensure that the more social workers use
technology, they are still complying with ethical regulations that protect client integrity and
privacy. Specifically, technology standards stipulate that:

 Regardless of communication medium, social workers must conduct their

communications in a manner befitting of the Code of Ethics.

 Social workers must ensure that technologies are accessible for clients, particularly
those with disabilities.

 Social workers must remain mindful of cultural and social contexts.

 They must stay abreast of burgeoning technologies.

 Regardless of the means of communication, social workers must abide by the

regulations that govern their activities.
Roles of ICT in the field of Social Services
MIT-Roxanne C. Espiritu
 Social workers must provide their identities and verify those with whom they
communicate.

 Social work agencies will comply with laws protecting client rights, conducting
electronic transactions, data and password protection, and so forth in the storage and
transmission of client data.

 To ensure the security of client information and to protect the organization, risk
management assessments and practices compliant with the NASW Code of Ethics
are to be implemented.

 Technologies are to be used to inform communities and to promote the well-being of

communities. Additionally, social workers using technology in lieu of face-to-face
interactions will take whatever steps necessary to ensure safety and confidentiality.

 Social workers must be able to determine whether or not technology-based

intervention is beneficial or harmful, or if other measures need to be adopted.

 Social workers should use technology to remain proficient in their fields, to take
webinars and workshops, and to stay abreast of current research and professional
support materials.

While there are ethical concerns that come with incorporating technology in social work
careers, it is possible to overcome those issues. The many pros of using technology to
conduct social worker jobs outweigh the cons. Advantages such as the ability to prepare
more candidates for careers in social work; access to information, research, and resources;
the ability to more expediently communicate with clients; the increased access to client
information; and the ability to provide services to a greater volume of clients are all ways in
which technology has positively changed the field of social work.