Information management systems and human service work

Abstract

Human service organisations are increasingly relying on computer data bases to compile and record client information and to demonstrate outcomes for accountability purposes. This has resulted in substantial changes in work practices, processes and relationships for human service workers. This paper draws on interview data from practitioners in a range of human service agencies and a child protection call centre to examine professional interactions with and response to changes in their work related to the introduction of new technologies. Themes discussed include the intersection of such technologies with the ethos of managerialism and impact of work changes on practitioners’ identity and work satisfaction. While both positive and negative aspects of such technologies are considered, we argue that issues of professional identity, resource allocation and relations around the introduction and application of technology are central to understanding practitioners' responses.