The incorporation of ICTs in the work of social workers: changes, dilemmas and challenges

The article deals with the changes that have occurred in the work of social workers mediated by information and communication technologies (ICTs). Based on a bibliographical review, study of the regulations that regulate the profession in Brazil, and on a survey carried out in the second half of 2022 with 49 social workers. It was identified that the use of ICTs has been incorporated into the work of these professionals, whether in direct service to users or in the articulation of the service network and the intersectoral network, changing the performance of their professional practice. It is stated that the changes resulting from the use of ICTs interfere in the relationship established between professionals and the population using the services and, to a certain extent, distancing the contact from the professional, compromising the analysis of the social needs that trigger the search for services provided in the social policies, also influencing the construction of technical documentation, which exposes ethical dilemmas related to the confidentiality of information. The results indicate that the incorporation of ICTs changes the working day, which extends beyond the hours previously contracted by the employer, increases the volume of work, since social workers are called upon to respond to diverse requests from both contractors and, users, as well as service network workers. To the same extent, the use of ICTs favors the expansion of the capillarity of services, contributing to the access and democratization of information on human and social rights.