Technology-Facilitated Communications with Clients in Child Welfare Practice

This multimethod study explores the use of technology-facilitated communications (TFC) among child welfare workers in Canada. Eighty individuals participated in a Web-based survey on social media in child welfare practice, and 11 individuals participated in in-depth interviews addressing their use of TFC with clients. Participants indicated that they used a wide range of TFC with clients. Benefits of TFC included facilitating contact with clients with limited phone access; documenting client contacts; addressing language barriers; eliciting community assistance in finding missing clients; and creating distance from abusive or threatening clients. Challenges included the erosion of work/life boundaries; increased expectations of worker availability by clients, the courts, and agencies; and increased vulnerability of workers to technology-facilitated violence. Results further revealed that policies and procedures of child welfare organizations have not kept up with the rapid pace of change, leaving workers largely navigating these issues alone. Given the ubiquitous use of TFC in practice and the potential risks that arise, there is an urgent need for ethical codes and organizational policies to address the use and provide clearer guidance to workers.