SERVIZIO SOCIALE E TECNOLOGIA TRA OPPORTUNITA' E OSTACOLI: UN'INDAGINE ESPLORATIVA CON GLI ASSISTENTI SOCIALI DELLA REGIONE LOMBARDIA

Digitalization represents a significant challenge for society, and every professional is required to adapt to these changes by staying updated and keeping pace with the digital revolution. This study explores the phenomenon of digital social work and the impact of digital technologies on the work of social workers, particularly in response to the Covid-19 health emergency. The thesis is divided in two parts: the first part provides a theoretical framework for the research, including an analysis of the main national and international literature references on the use of digital technology in social services in ordinary and emergency situations. The second part presents the research process, the analysis of data collected through interviews (29) and focus groups (2) with social workers involved in various services in the Lombardy region, and the discussion of the results.\r\nThe research uses a qualitative methodology based on interviews and focus groups with social workers from different services in the Lombardy region. It aims to explore the experiences of social workers to identify strengths and challenges in the use of digital technology, both from an operational and a relational perspective, while delving into the ethical implications associated with the use of these working methods.\r\nThe experiences of social workers provide insights into the ICT (Information and Communication Technology) used in social services and how these technologies have changed the way of working, especially since the onset of the 2020 health emergency. Significant findings emerge regarding the construction and maintenance of relationships with service users as well as with colleagues within the team and the network of services. Furthermore, the research results initiate a reflection on the ethical implications of ICT use in social services and the technological competencies that every social worker should develop and maintain to ensure professional practice aligned with the principles that underpin the profession.