Abstract
Working digitally can lead to changes in work organization and social interactions, as well as work pace and workload. Online counseling is more and more integrated in social counseling. Research exists on employees’ and users’ attitudes towards online counseling as well as on the advantages and disadvantages of online counseling. There is a lack of studies on the stressors and strains caused by the increasing digitalization and the associated health consequences in this context. With an interview study, we investigated the general work situation of counselors, with a focus on stressors, strain, and resources caused by online counseling. Consecutively, we discuss the results in relation to their impact on workplace health management. Twenty-two explorative interviews with counselors from a German welfare organization were conducted in 2019 and 2020. Qualitative content analysis according to Mayring was used for analysis. Counselors’ use of online devices depends on their own digital affinity and is likely to be used when advantages for clients are seen. Difficulties were mentioned in establishing a relationship of trust with the clients. Good teamwork and regular informal exchanges among colleagues contribute to job satisfaction. Overall, we found only few health-related effects. Results of the study suggest that digitization can have positive effects on the job satisfaction of counselors, if the associated changes are supported by organizational measures.
Highlights
The use of online consulting services has been steadily increasing for several years [1,2]. This development toward digitalized social work is gaining momentum, and not just as a result of the COVID-19 pandemic [3,4]. It results in changes in the general work situation of counselors, challenges for their occupational health management, and changes in the perception and implementation of psychosocial counseling
The aim of this study was to shed light on the work situation of social counselors in the context of the digital transformation process and to identify stressors, strains, health effects, and challenges for workplace health management that can arise from digitizing social counseling
Counselors should be able to decide to a certain extent for themselves whether to offer online counseling, since voluntariness and technical affinity positively influence willingness and implementation
Summary
The use of online consulting services has been steadily increasing for several years [1,2]. This development toward digitalized social work is gaining momentum, and not just as a result of the COVID-19 pandemic [3,4]. It results in changes in the general work situation of counselors ( referred to as “social consultants”, “consultants”, or “social counselors”), challenges for their occupational health management, and changes in the perception and implementation of psychosocial counseling. Digitization and mobile work can have an impact on the health situation as well as on stress and strain patterns of providers of social counseling and psychotherapy
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