Social workers split over impact of AI on professional skills

The use of artificial intelligence (AI) tools for administrative tasks in social work has sparked debate among practitioners.

This follows calls from the British Association of Social Workers (BASW) and the Social Workers Union for government to regulate AI and address ethical concerns, such as around privacy, bias and quality of practice.

Currently, 28 councils in England are using or testing the tool Magic Notes to produce case notes from visits, with a pilot finding that it reducea time spent on assessments and case recording.

Other local authorities are using Microsoft’s Copilot, an AI program which, similarly to Magic Notes, transcribes meetings and generates notes and actions based on prompts.

However, the use of AI in social work remains in its early stages. A recent Community Care poll with 713 respondents found that 79% did not use tools such as Copilot or Magic Notes.

Yet the issue prompted significant debate in the comments section of the related article.

‘Making good notes is a key social work skill’

Victoria warned that “saving time isn’t conducive to promoting social work skills and knowledge”.

“We dismiss the professional skills and learning gained through summarising notes and interactions, making choices and the need for writing good notes to be understood as a key social work skill which aids reflection and decision-making,” she added.

Victoria also questioned councils’ consent policies, including whether people were clear that their information would be interpreted or summarised using AI.

DK, who said they were not opposed to AI assistance in recording meetings, said note taking was an essential skill in social work decision making.

“It is often the act of writing notes that prompts the thinking and reflection that prompts action, that moves practitioners from simply recording ‘what [happened]’ to thinking about ‘so what’ and ‘now what’,” they added.

‘AI may lead to greater risk aversion’

Sally Pepper, a mental health social worker, “cautiously welcomed” the use of AI as a time-saving tool but questioned whether its recommendations would become “a standard to measure my work by”.

“I am concerned that AI may lead to greater risk aversion, counter to a strengths-based approach and human rights,” she added.

“What’s AI going to recommend about a person who frequently self harms and has suicidal intent?”

She called for social workers to be part of the tools’ design process, which should be adjusted to local needs.

Beam, the company behind Magic Notes, has confirmed that prior to rolling out the tool, it works with the local authority for a few weeks, tailoring the programme to its needs.

“If it can help me focus on the difficult dilemmas by spending less time on things that are more straightforward, I’m all for it,” added Sally.

“It’s a complex system though, becoming more complex, with all the hazards and ethical problems that entails.”

‘Tools may make mistakes’

However, some social workers warned that AI may only succeed in adding to their workload.

“Social work is in the mess it is now because leaders are beguiled by ‘innovation’,” said Tahin.

“Electronic notes were meant to free up social workers to spend more time out of the office. Result? More time spent on admin in front of a screen.”

Another practitioner, Sabine, warned that AI tools may get the assessment or follow-up recommendations wrong.

“I just hope that no one ends up in a situation where managers say ,‘Well, do what the AI says’.”

Senior social work lecturer David Gaylard warned that even “well-meaning innovations require careful regulation”.

“Such technical advances should not replace crucial professional reflection, judgment, and decision making. Otherwise, what’s the point of becoming a registered professional if prefixed words or prompts alongside set algorithms can determine complex social work decisions?”

‘If we do not embrace change, change will change us’

Yet, not all views were negative.

Social worker Jimmy Choo praised Copilot for helping him save time and improve the spelling and professionalism of his writing, although his employer has since stopped using the system.

Another, Fab, called the implementation of AI across social work “essential”, adding that it could “significantly enhance productivity”.

“Social workers must not be left behind,” added Kudakwashe Kurashwa. “We need to engage with AI and work on addressing the bad bits of the technology.

“If we do not embrace change, change will change us. Am ready for the future of social work, with AI and other disruptive technologies such as fintech as part of it!”

Would you use AI tools for recording case notes?