Since the start of the epidemic, the UK has focused on the issues of providing healthcare. But a related area, social work, has had significant issues keeping up with users.
Those in need of social services — children, seniors, persons with disabilities — are frequently society’s most vulnerable. People battling socioeconomic concerns including poverty, discrimination, or prior traumas like physical abuse.

Social workers help these people and their families get the help they need to improve their lives. COVID constraints make it difficult work. During the pandemic, social workers had to make difficult decisions and adjust fast to new working methods with little or no preparation time.

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With the first wave of COVID coming up in the spring of 2020, we spoke to British social workers about their experiences. We wanted to know how social workers changed their practises throughout the epidemic and how this affected their services.

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Our research indicated that moving from face-to-face to online social work had a substantial impact. This has both harmful and beneficial repercussions on people providing and receiving social services.

Service delivery was via phone or video call. Some feared that relying largely on digital technologies will reduce service quality. Our research also indicated that remote employment may impede social workers’ ability to identify and address issues with clients.

Face-to-face work can help detect concerns like spousal violence or self-neglect. When social workers and clients are not in the same room, it is difficult to obtain a clear picture of what is going on. As one social worker put it:

Were you chatting to a victim of domestic abuse and attempting to understand their relationship, but you missed all the body language and cues? You don’t know if the abuser is there throughout the chat, so the information they share may be limited by their surroundings.

Some social workers saw clients in person. They rely on clients being honest about their COVID symptoms. As a result, some social workers said they or their colleagues were put in danger. When they arrived at the door, the person they were supposed to see was coughing, but they hadn’t alerted the social worker.

Moving social work online had certain benefits. Some of those we questioned liked having greater flexibility and autonomy. A few indicated that going online helped their relationships with teenagers and their families Social workers said working online made referring young people to different support agencies and sharing duties for them easier.

Worryingly, however, they lacked access to digital technology for low-income families, seniors, and persons with impairments The pandemic appears to aggravate the digital divide that these folks already faced.

The future’s shape?

Some social workers were worried about the long-term effects of these changes. They feared that if the alterations were not reversed, the service quality would suffer.

Phone or online video calls eliminate the need for social workers to travel to clients’ homes. Those in charge of funding social services would likely be interested in such cost-cutting measures. Less travel means less automobile emissions, which cannot be ignored.

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However, increasing requests for more investment in social work and quality over cost have emerged. Online work may cause social workers to miss critical client needs. Making the switch to internet permanent goes against professional advice. One social worker put it this way:

In terms of long-term consequences, I believe there are concerns that virtual working will be expanded in the future. We will definitely change our working style, I believe. Saving time to focus on work is fantastic, but not at the price of vulnerable community members.

It will be fascinating to see if attitudes towards online social work shift once COVID restrictions are eliminated and greater face-to-face contact returns. Because the epidemic increased older people’s need for social work services, calls for adjustments similar to those witnessed during the pandemic — which could increase the amount of social work offered — may develop.