Social Services Europe organized an event to discuss the integration of AI in social services. AI can improve service efficiency, personalize care, and address workforce challenges. However, it can also replicate societal biases, lead to inequitable outcomes, and create digital divides. The European Commission has highlighted the importance of balancing efficiency with human oversight and protecting beneficiaries from intrusive surveillance. The webinar also emphasized the need for ongoing research, training, and ethical AI deployment, with the aim of equipping 80% of people with basic digital skills by 2030. The Pact for Skills was created to fill training gaps in some sectors, such as social care.
The potential of AI in social services
The webinar discussed the potential of AI in social services, highlighting its benefits for providers, such as reducing administrative burdens and improving time management. Social assistive robots like Navel can engage older people in long-term care institutions, providing emotional support and supporting the care workforce. Generative AI and assistive technology can promote independence and improve quality of life for service users.
However, to ensure these technologies deliver meaningful outcomes, it is crucial to co-design and implement AI systems that are inclusive and consider human diversity. AI should aim to enhance human capabilities rather than replace them. Users should have freedom of choice, control, and transparency in their use.
The role of AI in social services
It is evident that the role of AI is increasingly being discussed in the social work sector. However, the discussion also revealed critical challenges: 20% of social and care workers have never used digital devices, and 61% of health and care professionals have never received dedicated digital skills training.
To respond to these gaps, the webinar highlighted the importance of involving frontline workers in the AI design and implementation process. Offering targeted training programs and fostering collaboration between the education sector and the industry are key strategies. Moreover, AI implementation should be carefully planned, considering ethical dimensions such as gender, workforce ageing, and workers’ rights. The intention behind AI applications must be critically examined to ensure alignment with a rights-based, personalized, and user-oriented care approach.
The implementation of AI in social services
Building on the need for ethical deployment, the event also highlighted that the European AI Act is crucial to ensuring safe and trustworthy AI, especially in high-risk systems like medical devices and public service evaluation. Pre-deployment rights assessments are essential for safeguarding against harm.
Organizations offering AI-driven applications must also protect data, ensure transparency, and uphold principles of accessibility and privacy. Recommendations for leveraging AI in social services include establishing an impact assessment framework, raising awareness on AI regulation, and forming a multidisciplinary team. A clear understanding of regulations is essential for transforming an idea into a commercialized AI tool that aligns with the social care market. A multidisciplinary team is also essential for delivering meaningful innovation.
The NEF project works to ensure that digital tools, including AI-based ones, are used in a way that respects users’ rights and promotes empowerment. NEF supports co-designed solutions with social workers and vulnerable groups, aiming to create ethical, inclusive and accessible technologies for social care.
Resources:
Guillaume Hemmert. (2024). AI in Social Services: Opportunities, Skill Investments, and Regulatory Frameworks. Social Services Europe