COVID-19 has profoundly impacted our lives in various ways, and social work has not been exempt. Social workers had to reinvent their practices in this new era. Digital technology has established itself as an essential solution. But what remains today of this accelerated transition, and what is its real impact on social workers?
A sudden transition that left its mark
The pandemic has acted as an accelerator for digitalization. Public services switched to an all-digital model, sometimes with no alternative. Social workers had to improvise: organizing follow-ups by phone or video call, creating training modules to help users fill out digital forms, adapting documentation to online formats, or even providing remote support to those unfamiliar with computers. These shifts required rapid adaptation to new digital platforms and communication channels.
This whole reorganization made it possible to maintain a connection… but it also created an overload: it was no longer just a matter of providing social support, but also of becoming a digital mediator.
Increased inequalities
While some users have gained greater independence thanks to digital technology, many have found themselves in difficulty. People in precarious situations, the elderly, migrants, and those living in areas with poor connectivity have often been excluded from seamless support.
The situation is similar for professionals: lack of training, use of personal equipment due to a lack of resources, and fatigue due to the proliferation of tools. The digital divide, therefore, affects not only users but also those who support them.
What lessons can be learned from this?
The post-pandemic experience shows that it is necessary to:
· systematically train social workers in digital tools,
· develop digital mediation as a recognized mission,
· and above all, preserve human relationships as the core of the profession.
Digital technology must be thought of as a tool for inclusion, not as an additional barrier.
The NEF project understands the necessity to provide support for social workers by creating tools and listing good practices for them. Using digital inclusion as a real lever, without losing sight of what social work is all about – listening, connection, and solidarity.
Ressources:
Maisin, C. (2023, août 14). Les enjeux du numérique dans le travail social – La Revue Nouvelle. Revue Nouvelle.
https://revuenouvelle.be/les-enjeux-du-numerique-dans-le-travail-social/
Guide Social. (s. d.). L’impact de la digitalisation sur le travail social. Guide Social. https://pro.guidesocial.be/articles/echos-du-terrain/article/l-impact-de-la-digitalisation-sur-le-travail-social
Melou, F., Pinsault, C., & Gontrand, F. (2023). Inégalités numériques, inégalités sociales, sources de l’e-exclusion. Sociographe, N° 81 (1), 105‑112. https://doi.org/10.3917/graph1.081.0105