EMBRACING TECHNOLOGY IN SOCIAL WORK: NAVIGATING THE ETHICAL LANDSCAPE

By Precious Mupenzi

• The Department of Social Development’s Integrated Justice System Programme Workshop in Cape Town focuses on integrating technology into social work practices.
• Discussions emphasise the need to balance technological advancements with core ethical principles, such as confidentiality and informed consent.
• The workshop aims to modernise social work for the 7th administration, ensuring the profession adapts to a rapidly changing world.

At the ongoing Department of Social Development (DSD) Integrated Justice System (IJS) Programme Workshop at Sun Square Gardens Hotel in Cape Town, the critical need for social workers to embrace technology has taken centre stage. As the workshop reviews the IJS Programme’s achievements and challenges over the past five years, a pivotal issue has emerged: integrating technology into social work practices. This discussion is essential for establishing a forward-looking strategy for the 7th administration, ensuring that social work evolves to meet the demands of a rapidly changing world.

Social workers at the workshop have expressed concerns regarding the integration of technology into social work practices, highlighting key issues such as unintegrated systems, confidentiality concerns, the impact of artificial intelligence, and the involvement of third parties. These concerns reflect a broader hesitation within the profession to fully embrace digital advancements.

A major issue identified is the prevalence of silo systems, where different departments or agencies use isolated digital platforms that do not communicate effectively. This lack of integration can lead to inefficiencies, fragmented service delivery, and challenges in sharing crucial information among departments. Social workers worry that without seamless integration, the benefits of technology could be undermined, resulting in increased workloads and potential gaps in service provision.

Another significant concern is the use of Artificial Intelligence( AI) in social work. While AI can enhance data analysis and streamline case management, social workers are apprehensive about its impact on decision-making processes and client interactions. There is anxiety about the reliability of AI systems and whether they can adequately replace human judgment in sensitive situations.

During the workshop, Naomi Maloba, the Social Work Policy Manager responsible for Older Persons Service, emphasized the importance of staying abreast of technological advancements.

 “As social work professionals, we must begin to move with the world. Technology is there to make our work easier. We must embrace technology and start having a conversation about how to integrate ethics and technology. By embracing technology thoughtfully and ethically, social workers can enhance their ability to serve communities and address complex social issues more efficiently,” she stated

Maloba’s remarks underscored the broader discussion at the workshop about the necessity for social workers to adopt modern tools and techniques. The integration of technology can streamline administrative processes, improve client access to services, and enhance data management. However, it also raises significant ethical considerations. For instance, the use of digital platforms necessitates careful examination of how to maintain client confidentiality and ensure informed consent in an increasingly digital environment.

Maloba also highlighted concerns about the involvement of third parties, such as technology providers and service vendors, in handling digital systems. Social workers worry about the extent to which these third parties will have access to client data and how this could impact confidentiality and data security. Ensuring that third-party vendors adhere to strict data protection standards is crucial to maintaining trust and safeguarding client information.

Echoing Maloba’s concerns, Mthetho Mqonci, another Social Work Policy Manager, cautioned against the reluctance to transition from traditional paper-based methods to digital systems. He warned that this could lead to significant challenges, including unnecessary backlogs in service delivery. 

Mqonci also emphasised the importance of interpreting Section 112(1) of the Children’s Act, which mandates the confidentiality of certain registers.

“The confidentiality of client information remains a paramount issue. Social workers are apprehensive about how digital systems will manage and protect sensitive data. Section 112(1) , which mandates that certain registers must be kept confidential, and information may be accessed, and disclosed only as provided for, raises questions about how these legal requirements will be maintained in a digital context. There are fears that digital records could be more vulnerable to unauthorised access, breaches, or misuse, potentially compromising the privacy and safety of individuals.” he stated.

As deliberations continue and solutions are provided, both Maloba and Mqonci stressed the importance of balancing technological advancements with the ethical standards that underpin social work, such as confidentiality, informed consent, and respect for client dignity. 

The workshop has provided a crucial platform for dialogue on how to harmonise technology with these ethical standards, ensuring that the profession remains effective and responsive to the evolving needs of society.