Responding to COVID-19: New Trends in Social Workers’ Use of Information and Communication Technology

Abstract

COVID-19 changed the context for Information and Communication Technology (ICT) use globally. With face-to-face practice restricted, almost all communication with clients shifted to ICTs. Starting in April 2019, we conducted semi-structured interviews with social workers from four agencies serving diverse populations in a large urban centre, with the aim of exploring social workers’ informal ICT use with clients. Approximately 6 weeks after the cessation of face-to-face practice in March 2020 due to COVID-19 measures, we re-interviewed social workers (n = 11) who had participated in our study. Second interviews were based on a newly developed interview guide that explored social workers’ use of ICTs with clients in the context of COVID-19. Analysis of transcribed interviews revealed that the context of COVID-19 had generated two main themes. One, a paradigm shift for social workers was characterized by (a) diverse ICT options, (b) client-driven approach, and (c) necessary creativity. The second theme entails the impact of this transition which involved (a) greater awareness of clients’ degree of access, (b) confidentiality and privacy, and (c) professional boundaries. We discuss these themes and sub-themes and present implications for practice and research in a Post-COVID-19 world.

Conversations in Times of Isolation: Exploring Rural-Dwelling Older Adults’ Experiences of Isolation and Loneliness during the COVID-19 Pandemic in Manitoba, Canada

“…Participants found ways to connect remotely through phone and video calls, text messages, emails, and social media. Consistent with existing research, some older adults lacked access to telecommunications infrastructure or digital literacy skills to make use of cell or internet services, which influenced their ability to connect face-to-face at a distance [ 36 , 37 ]. Such gaps in infrastructure and literacy are critical considerations for future interventions particularly in relation to rural environments.…”

#socialwork: An International Study Examining Social Workers’ Use of Information and Communication Technology

“…The current study illustrates the ubiquitous use of informal ICTs in social work practice prior to COVID-19, and the need for increased discussion, supervision and policy on informal ICT use. A ‘paradigm shift in ICT use’ has subsequently taken place ( Mishna et al , 2020 ), whereby in the absence of face-to-face practice, social workers rapidly adopted new ICT practices, such as FaceTime, WhatsApp, Skype, Google Hangouts, Microsoft Teams and Zoom ( Cook and Zschomler, 2020 ). This radically new integration of ICTs with clients poses new and enhanced challenges, such as clients’ unequal access to ICTs, and client privacy and confidentiality ( Mishna et al , 2020 ).…”

“…A ‘paradigm shift in ICT use’ has subsequently taken place ( Mishna et al , 2020 ), whereby in the absence of face-to-face practice, social workers rapidly adopted new ICT practices, such as FaceTime, WhatsApp, Skype, Google Hangouts, Microsoft Teams and Zoom ( Cook and Zschomler, 2020 ). This radically new integration of ICTs with clients poses new and enhanced challenges, such as clients’ unequal access to ICTs, and client privacy and confidentiality ( Mishna et al , 2020 ). During and beyond the pandemic, there is an even greater need for training, supervision and policy to guide social workers’ navigation of these contemporary and complex issues.…”

“…Unlike formal and blended ICT treatment, informal ICT use lacks protocols and encompasses varying security protection. While there is a growing body of research on formal and blended ICTs ( Wodarski and Frimpong, 2015 ; Cwikel and Friedman, 2020 ), the lack of research on social workers’ informal ICT use ( Mishna et al , 2020 ), indicates a need for research to address the ethical and relational considerations ( Finn and Barak, 2010 ; Perron et al , 2010 ; Mishna et al , 2012 ). Building on our previous studies ( Mishna et al , 2012 , 2014 , 2017 ), the purpose of the current study was to examine social workers’ informal ICT use in four countries: Canada, the USA, Israel and the UK.…”

The impact of COVID-19 on the professional and personal lives of pediatric oncology social workers

“…[11][12][13][14][15][16] Adapting to rapidly evolving organizational policies, being mandated to work remotely, facing job insecurity, reducing team cohesion due to lengthy periods of isolation from team members and other colleagues, establishing safe forms of communication from digital platforms, and accessing appropriate IT equipment all contribute to the professional challenges faced. 17 The social work profession is centered on beliefs, values, and ethics focused on respect for the dignity of all people and equitable access to supports and resources that enhance a person's life. Changes in practice models resulting from the pandemic have highlighted the existing inequities in access to critical resources and emotional support causing social workers to experience moral distress associated with delivering psychosocial care that does not feel optimal or even acceptable.…”