Social work and technology: a historical Clickability perspective
Social Work and Technology
Originally published 23 September 2015
Original article
This was previously published in the Victorian Association of Social Workers‘ bulletin (August 2015). Jenna Moffat and Aviva Beecher Kelk are Melbourne-based social workers and co-founders of Clickability.com.au, a new disability service directory featuring consumer ratings and reviews.
Technology has exciting potential for people with disabilities (PWD). As social workers, we believe that nothing beats person-to-person contact, but in some instances, certain services be more effectively and equitably conducted by a free algorithm than by a care coordinator. With social work education focused on finding creative, innovative solutions to complex psychosocial problems, we think social workers are well placed not only in linking PWD to technology, but in taking a leadership role in innovation within the disability space.
Recently we started an online disability service directory – unlike all the others out there, it’s based on ratings and reviews from consumers, carers, case managers and advocates – in other words, people who really know what they’re talking about! At times we have felt stuck between our identity as social workers and the fact that we’ve essentially founded a tech start-up. However, especially in the disability sector with the National Disability Insurance Scheme (NDIS) being implemented, we see space for innovation.
While many social workers use technology in a range of ways and adapt well to the constant changes in communication and information-sharing, our experience is that social work has traditionally been a pretty lo-tech industry. Five years ago one of us was sharing a computer between four colleagues, and only last week couldn’t receive a picture message from a client due to having only a Nokia 3210. As a social work student, both of us spent weeks rewriting agencies’ service directories; not wanting to wish that on any other student was one reason for starting Clickability! Instead of asking around our colleagues every time we need a new referral for one of my participants, we now ask them to put their experience online so the whole community can benefit.
Exciting technological developments in the disability space include innovative housing projects that use apps to allow residents to remotely control the blinds and doors of their homes, assisting PWD to live more independently. Even the illustrious Thermomix has its place, recently purchased for someone with limited arm functionality who is now cooking for his family.
While technology presents many opportunities for the disability sector, there are also barriers to implementing it. Knowing what’s out there can be hard: every disability and every person is different and technology is constantly changing. Knowing what you need to know before you go out and find it is time-consuming, and social workers rarely have time.
Technology can also be expensive and if we struggle to understand and keep up with it, supporting and evidencing innovation seems near impossible. Often the evidence for new therapies or technologies is far behind the realisation of their potential, making funding for them difficult to attain.
So what can we do?
We’ve worked with clients who have had new information about a therapy, drug, or piece of equipment at every meeting. With the establishment and development of online spaces and new information sharing platforms, referral and networking is being made easier and the cost of previously-expensive technology is decreasing. 3D printing, online communities, touch screen technology and new therapy advances have all made enormous differences in the way PWD can interact with their worlds.
This is the strength of the disability sector. We believe that disability is ready to be transformed by technology, and the NDIS has the potential to give us a jump-start. If the goal of the NDIS is achieved, services will be easier to access and people’s basic needs will be met. This will mean social workers will spend less energy fighting for these basic human rights, and instead we’ll have greater capacity to work with PWD to harness the limitless opportunities for them to thrive in a technologically-driven space.
Clickability editorial update: October 2026
Ask what a tool changes for you and what happens without it
Describe the task you want to make easier and try the access features relevant to you. Ask about costs, training, information sharing, maintenance and an alternative if the tool fails. A popular or automated system is not useful if you cannot use it or question its output.
Choose what personal information to share and who can assist. Current assistive-technology guidance helps frame equipment questions. A historic example of innovation is a starting question, not proof of eligibility.
Keep human responsibility visible in a digital process
Explain where a recommendation comes from and how a participant can correct information or request help. Obtain consent for relevant data sharing and consider the person’s communication requirements. Do not present automated matching as a clinical assessment or replace oversight because a tool is free. Verify service information before referring.
Questions readers ask
Does an old equipment example establish funding today?
No. Current rules and any required approval apply. Official guidance
Find providers with communication you can use
Describe your support and communication preferences through Clickability. Compare providers and ask how you can get help or question information during the service.
