Since 2007, the social services in Malmö have run Social Workers
Online, an online social counselling forum. This E-service is based on a
discussion forum, available 24/7.
Through this e-service citizens are offered a new way to communicate
with social services; a forum where they can ask questions of professional
social workers and discuss topics relating to social issues.
Before being published, all posts are moderated. This means that contributions are not entered into the forum until they have been reviewed by the Social Workers on the basis of confidentiality, ethics and Swedish legislation.
No login is required to use the forum and you are entitled to remain anonymous. All questions and answers are open to everyone. Social Workers Online aims to respond to messages within 24 hours.
Why
The service helps to demystify and facilitate contact with social services, but also to promote different services and functions operating in the city of Malmö. The aim is to inform, disseminate and create involvement in social issues and to bring about a knowledge exchange. Via the forum, the social services become aware of where the
citizens are, what needs they have and what they are asking for.
The goal is not to replace existing methods, but to increase the contacts between public authorities and citizens. Our mission involves giving support to established drug addicts just as much as assisting those who are balancing on the edge or close to the edge.
The forum offers no therapeutic aid; the service is intended to refer people to the correct available services and to motivate citizens to make the change they wish to make.
For whom
The forum is aimed at all citizens of the City of Malmö, regardless of age. Users are citizens of MalmöCity and other municipalities, mainly in the age range 16 to 55. Issues include everything from abuse in general, to issues of economic welfare support. The issues addressed in the forum are perceived to follow developments in society.
The Forum has also made it possible for relatives (a group we have tried to reach for a long time) to dare to turn to social services - they turn to the forum with their worries and questions. By using the forum we are able to reach people in an early stage, before problems get out of hand. In that way the service also works in a preventive way.
Future
The future of Social Workers Online looks bright. Efforts are being made to develop the service and its technology. The forum will be modernized and made more user-friendly with search functions and lists of headings.
In the development work, priority will be given to finding a good method for evaluating the e-service.
For further information contact
Cecilia Svensson, Head of Dep of Social and Family Affairs, City district of Södra innerstaden, City of Malmö,
E-mail: cecilia.k.svensson@malmo.se
