Can AI lighten the load on social workers?

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Other sectors worry about the impact of AI on jobs, but it can make the job of a social worker much easier.

 

Adeline Tiah

 

Meet Sarah, a social worker with a heart as big as her caseload.

 

Today, her top priority is the Tan family. Eight-year-old Michael has autism and Sarah is working closely with his parents to ensure he receives the therapies and support he needs. Between juggling appointments, navigating benefits applications and checking in on the family’s financial situation, Sarah feels the constant weight of information overload.

 

Recalling details from past visits often involves wading through mountains of paperwork. Did Michael respond well to the new speech therapy technique? Has the mother made progress with her budgeting plan?

 

These seemingly small details can have a significant impact on Michael’s development and the family’s overall well-being.

 

But what if Sarah had a powerful artificial intelligence assistant by her side? As Sarah sits down to review the Tan family’s file, the AI assistant automatically pulls it up, highlighting key points from previous visits and interventions.

 

It reminds Sarah about Michael’s recent frustrations during occupational therapy and suggests alternative strategies based on best practices for children with autism.

 

After the meeting, Sarah can record her observations and interventions through a voice interface. The AI assistant then automatically summarises the notes, extracting key data points like Michael’s mood during therapy, the mother’s progress with debt management and any new concerns expressed by the parents.

 

The AI assistant can also analyse the family’s income and expenses, suggest budgeting strategies, and even connect them with relevant financial aid programmes. With this information readily available, Sarah can tailor her interventions and provide more holistic support for the Tan family.

 

Struggling social services

 

Social service work is demanding, physically and emotionally, often with low pay and limited opportunities for advancement.

 

Additionally, work processes today are very manual. This results in low staff engagement and retention as top talent drifts to the private sector.

 

Non-profit organisations also often rely on grants and donations which can be inconsistent. This makes it difficult to invest in new technologies.

 

To help the social service agencies understand where they are in their digital transformation journey and provide actionable insights, the National Council of Social Service (NCSS) has partnered the Boston Consulting Group to develop the Digital Acceleration Index (DAI).

 

The DAI enables participating social service agencies to evaluate and assess their organisation’s digital strengths and weaknesses, and to gain a better understanding of their state of digitalisation across multiple dimensions.

 

However, more could be done to leverage generative AI and other innovations to amplify the social service impact.

 

Mrs Kim Lang Khalil, chief executive of HCSA Community Services, a charitable organisation that helps the vulnerable, hopes that AI can improve fund-raising and volunteerism efficiency, enhance service and operation effectiveness and, more importantly, enable the social service sector to measure impact, analyse effectiveness and improve outcomes.

 

Time to invest in AI?

 

Mr Vincent Lim, co-founder of ESG-MD Ventures, leverages its own proprietary Gen AI solution to raise productivity, streamline tasks and reduce resource needs.

 

Mr Lim, who also sits on the board of NCSS, said: “I believe Gen AI is a game changer for the social service sector. It can deepen donor connections, enhance fund-raising efficiency and empower our social service workers to deliver better service and achieve greater social impact.”

 

There are several areas where Gen AI can make a tangible difference. For example, the social service sector can cultivate stronger donor relationships through AI-powered communications that resonate. From data on donor behaviour, the social service agency can now develop targeted campaigns and increase fund-raising efficiency.

 

AI algorithms can also match volunteers’ skills and interests with the most impactful opportunities. It can also streamline volunteer scheduling with intelligent tools to ensure optimal staffing and engagement.

 

AI can help prioritise cases based on urgency and risk, ensuring timely and effective interventions. It can identify potential issues before they arise, allowing for proactive support and improved outcomes.

 

Ms Aileen Tan, director of sector digitalisation strategy at NCSS, said: “AI can be used to train staff with simulated scenarios, streamline note-taking, and even detect early signs of distress in children with autism, enabling teachers to more promptly respond and support the children in regulating themselves before full-blown meltdowns occur.”

 

With the accelerated advancement of Gen AI, it may not be too far-fetched to have AI agents from different agencies “talking to each other” to serve the clients better.

 

Currently, social service agencies often operate in silos, with limited communication and information-sharing. AI can create a secure platform where relevant data (with strict client consent) can be shared among authorised agencies.

 

This could include housing availability from a shelter, past medical records from a clinic, or educational history from a school district. This holistic view allows social workers to provide truly comprehensive support.

 

Another example would be an automated referral system. AI can analyse a client’s situation and automatically generate referrals to appropriate services.

 

Imagine a social worker assessing a family struggling with poverty. AI could instantly identify financial support schemes, job training programmes and childcare options in the area, streamlining the referral process and ensuring clients get the support they need quickly. This also frees up the social workers’ time in trying to coordinate with many agencies.

 

Getting it right

 

It goes without saying that AI will impact jobs and industries. Ms Yip Yuen Fong, chief executive of iShine Cloud, says that organisations can tap the advantages of AI by looking at success stories among their peers.

 

Employees, meanwhile, can see how technology can take away the routine and mundane part of their jobs and free up their time to do more meaningful work.

 

This is particularly true of social workers, who are pressed for time. When AI declutters their tasks, they can be freed up to provide more personalised support to those who need it.

 

Ironically, it is AI that can help the social service sector provide a more human touch.

 

• Adeline Tiah is a leadership coach. She specialises in the future of work and is the founder of Soar Collective Asia.

 

 

Source: The Straits Times © SPH Media Limited. Reproduced with permission.

 

 

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