ABSTRACT
The study is aimed to find out the shift in the social interaction patterns of social workers during the COVID-19 pandemic. A qualitative study was carried out to identify the changes that affected social workers and social service users in the early and later stages of the pandemic. Empirical data from 57 interviews have been used for the analysis presented in this chapter. The authors also look at a concept of heuristic decisions when analysing the social interactions.
Direct face-to-face contacts were limited or sometimes cut off. The exchange of information and the provision of services were difficult for some groups such as seniors and those with mental disabilities. Mobile phone was the most frequently used communication channel. Many service users do not have the necessary skills, devices, and internet access to use the digital communication channels.
The introduction of ICTs for interactions with clients and colleagues is often seen as a temporary measure, not a real substitute for face-to-face interactions. Some social workers though acknowledge that online supervision and meetings among colleagues can be effective and reduce the time necessary for such activities. At last, social workers are likely to use simple heuristics in the absence of clear guidelines and information.
