A hybrid approach towards inclusive social work practice in South Africa

Abstract

The integration of technology into social work is not a new phenomenon, but the challenge of social work practice keeping pace with technological advancements driven by industrial revolutions and evolving innovations remains ongoing. What is new, however, is the need to ensure that these technological developments foster an inclusive and just society. While technology-supported social work services provide an additional platform to reach vulnerable populations, the digital divide exacerbates existing inequalities by excluding those who are already marginalised. Many people lack access to technology-supported services due to limited connectivity or inadequate devices, which emphasises the critical advocacy role of social workers in promoting social inclusion. The study adopted the Technology Acceptance Model (TAM) as well as Fraser’s theory of social justice as its theoretical frameworks to explore how a hybrid approach can facilitate inclusive social work practice in South Africa. A mixed methods approach was employed, combining both quantitative and qualitative research designs. The quantitative phase used an exploratory sequential research design, while the quantitative phase employed a sequential approach. Participants were purposively sampled from the Department of Social Development (DSD) and the National Association of Social Service Organisations (NACOSS). In the qualitative phase, the researcher collected data through semi-structured, one-on-one interviews with 22 social workers and managers. In the quantitative phase, she collected data from 105 social workers and managers through self-administered online questionnaires to assess how they combine technology with in-person social services. The final data analysis triangulated thematic and statistical findings to generate integrated themes and sub-themes, which were used to present the study’s findings. Ethical considerations were adhered to throughout the study, and ethical clearance was granted by the Faculty of Humanities (protocol number HUM 015/0323). The findings indicate that a hybrid approach can enhance the inclusion of disadvantaged people in social service delivery, though it is not without challenges. Both social workers and service users face significant obstacles, namely gaps in digital literacy, limited access to devices and connectivity, and concerns about privacy, confidentiality and ethical practice. The digital divide–exacerbated by socio-economic inequalities and infrastructural limitations—poses a critical barrier to inclusive social service delivery. The findings confirm the need for clear guidelines to guide social workers and organisations to effectively adopt and integrate technology with in-person services. Recommendations for implementing the proposed guidelines are: clear ethical standards, organisational management and training, government policy and sustainability considerations, social justice advocacy, partnerships, and the training of social work students.