The digitalization of social services in response to the war in Ukraine

Abstract

The article examines the digitalization process of social services in response to the war in Ukraine. The research results prove that although the war in Ukraine is continuing, technologies positively influence the work of social providers and government / non-government organizations. Through mixed method study that incorporated qualitative analysis of the existing digital platforms that produce social services as well as an online-based quantitative study with NGO representatives and social workers (N=14) providing social services for IDPs and refugees, the authors support the argument that digitalization of social services promotes the social protection of IDPs and refugees. However, technology is a tool. Its outcomes depend on the needs it is expected to meet, the goals it is deployed to pursue, and the specific ways it is designed and implemented. The author's question of whether digitalization has not only the advantages of using digitalization in providing social services remains for discussion. Nevertheless, digitalization can pose severe risks for already vulnerable groups. The research explores the challenges and risks of the increasing digitalization of social services, such as a lack of interpersonal contact with clients, the inability to develop social work relationships, identify surface and deeper feelings, and the disability to convey accurate empathy, respect, and contact with clients. Keywords: digitalization, social services, internally displaced people (IDPs), refugees, non-government organizations (NGOs), the war in Ukraine.