NASW, A SWB, C SWE , & C SWA S t a n d a r d s f o r

Technologyi n S o c i a l Wo r k P r a c t i c e

N A T I O N A L A S S O C I A T I O N O F S O C I A L W O R K E R S

A S S O C I A T I O N O F S O C I A L W O R K B O A R D S

C O U N C I L O N S O C I A L W O R K E D U C A T I O N

C L I N I C A L S O C I A L W O R K A S S O C I A T I O N

NASW, A SWB, C SWE , & C SWA S t a n d a r d s f o r

Technologyi n S o c i a l Wo r k P r a c t i c e

National Association of Social Workers

Darrell P. Wheeler, PhD, MPH, ACSW – President

Angelo McClain, PhD, LICSW – Chief Executive Officer

Association of Social Work Boards

M. Jenise Comer, LCSW, MSW, ACSW – President

Mary Jo Monahan, MSW, LCSW – Chief Executive Officer

Council on Social Work Education

Darla Spence Coffey, PhD, MSW – President & Chief Executive Officer

Clinical Social Work Association

Melissa Johnson, LCSW – President & Chief Executive Officer

Technology Standards Task Force

Frederic G. Reamer, PhD – Chair

Allan Edward Barsky, PhD, JD, MSW

M. Jenise Comer, MSW, LCSW, ACSW

Laura W. Groshong, LICSW

Dawn M. Hobdy, LICSW

Dwight J. Hymans, MSW, LCSW, ACSW

Mary Jo Monahan, MSW, LCSW

Jo Ann R. Regan, PhD, MSW

Technology Standards Sub–Task Force Advisory Group

Robert Vernon, PhD – Chair

Julie Gilliam, ScD, MS, BSW

Brooke Goodwin, MSW, LICSW

Ruby Guillen, MSW, BCIS

Elise Johnson, MSW, LCSW

NASW Staff

Mirean Coleman, MSW, LICSW, CT – Clinical Manager

©2017 National Association of Social Workers. All Rights Reserved.

About the AssociationsThe National Association of Social Workers (NASW) is thelargest membership organization of professional social workersin the nation. Membership in NASW includes over 130,000 socialworkers from 50 states, the District of Columbia, New York City,the U.S. Virgin Islands, Guam, Puerto Rico, and U.S. social workerspracticing abroad. NASW’s primary functions include promotingthe professional development of its members, establishing andmaintaining professional standards of practice, advancing soundsocial policies, and providing services that protect its membersand enhance their professional status.

The Association of Social Work Boards (ASWB) is thenonprofit organization of social work regulatory bodies in theUnited States and Canada, including all 50 U.S. states, theDistrict of Columbia, the U.S. Virgin Islands, Guam, the NorthernMariana Islands, and all 10 Canadian provinces. ASWB’s missionis to strengthen protection of the public by providing supportand services to the social work regulatory community to advancesafe, competent, and ethical practices. In March 2015, ASWBpublished Model Regulatory Standards for Technology and SocialWork Practice that were developed by an international task forceof social work regulators and subject matter experts convened byASWB. These standards provided the foundation for the developmentof this edition of Technology Standards in Social Work Practice.ASWB’s current initiative is developing and implementing a planto achieve social work practice mobility and licensure portabilityfor social work practitioners in the United States.

The Council on Social Work Education (CSWE) is a nonprofitnational association representing more than 2,500 individualmembers as well as graduate and undergraduate programs ofprofessional social work education. Founded in 1952, thispartnership of educational and professional institutions, socialwelfare agencies, and private citizens is recognized by theCouncil for Higher Education Accreditation as the soleaccrediting agency for social work education in this country.

The Clinical Social Work Association (CSWA) is a nationalindividual membership organization dedicated to providing to itsmembers information and professional support on the ethical andeducational basis of clinical social work, and advocacy at the stateand national level for access to clinical social work mental healthservices. The association membership includes clinical social workers,new professionals (clinical social workers who have graduatedwithin the last four years), emeritus members, and students.

ForewordNASW partnered with ASWB, CSWE, and CSWA to develop auniform set of technology standards for professional socialworkers to use as a guide in their practice. The four associationsformed the Task Force for Technology Standards in Social WorkPractice and jointly developed the Technology Standards inSocial Work Practice.

The task force met for almost two years reviewing technologyliterature in social work services and emerging standards inmultiple professions. The task force also reviewed relevant statutesand licensing regulations in various jurisdictions. Multiple draftswere prepared and a draft was released for public commentduring the summer of 2016. Many comments were received fromindividual social workers, social work academicians, and groupsincluding the Grand Challenges for Social Work initiative(American Academy of Social Work and Social Welfare) andrepresentatives of a Web-based macro social work group.

The task force thoroughly reviewed and discussed every submittedcomment and revised the draft accordingly. Based on the commentsreceived, the task force established a sub–task force advisorygroup consisting of social work professionals with extensivetechnology-related expertise and experience. This group submitteda favorable review of the standards and offered recommendationsthat the full task force reviewed, discussed, and incorporatedinto the draft.

In developing these standards, the Task Force for TechnologyStandards in Social Work Practice used several foundationdocuments, including the NASW Code of Ethics and the ASWBModel Social Work Practice Act, along with many other sources.The standards use a humanistic framework to ensure that ethical social work practice can be enhanced by the appropriateuse of technology.

NASW wishes to thank the task force and the sub–task forceadvisory group for their persistence and hard work in thedevelopment of this document.

Contents

7 Introduction10 Section 1: Provision of Information to the Public10 Standard 1.01: Ethics and Values10 Standard 1.02: Representation of Self and Accuracy of Information11 Section 2: Designing and Delivering Services11 Standard 2.01: Ethical Use of Technology to Deliver Social Work Services12 Standard 2.02: Services Requiring Licensure or Other Forms of Accreditation14 Standard 2.03: Laws That Govern Provision of Social Work Services14 Standard 2.04: Informed Consent: Discussing the Benefits and Risks of Providing Electronic Social Work Services15 Standard 2.05: Assessing Clients’ Relationships with Technology16 Standard 2.06: Competence: Knowledge and Skills Required When Using Technology to Provide Services16 Standard 2.07: Confidentiality and the Use of Technology17 Standard 2.08: Electronic Payments and Claims17 Standard 2.09: Maintaining Professional Boundaries18 Standard 2.10: Social Media Policy19 Standard 2.11: Use of Personal Technology for Work Purposes19 Standard 2.12: Unplanned Interruptions of Electronic Social Work Services 20 Standard 2.13: Responsibility in Emergency Circumstances20 Standard 2.14: Electronic and Online Testimonials21 Standard 2.15: Organizing and Advocacy22 Standard 2.16: Fundraising23 Standard 2.17: Primary Commitment to Clients23 Standard 2.18: Confidentiality24 Standard 2.19: Appropriate Boundaries25 Standard 2.20: Addressing Unique Needs26 Standard 2.21: Access to Technology

27 Standard 2.22: Programmatic Needs Assessments and Evaluations28 Standard 2.23: Current Knowledge and Competence28 Standard 2.24: Control of Messages29 Standard 2.25: Administration29 Standard 2.26: Conducting Online Research30 Standard 2.27: Social Media Policies30 Section 3: Gathering, Managing, and Storing Information31 Standard 3.01: Informed Consent32 Standard 3.02: Separation of Personal and Professional Communications33 Standard 3.03: Handling Confidential Information35 Standard 3.04: Access to Records within an Organization35 Standard 3.05: Breach of Confidentiality36 Standard 3.06: Credibility of Information Gathered Electronically36 Standard 3.07: Sharing Information with Other Parties37 Standard 3.08: Client Access to Own Records38 Standard 3.09: Using Search Engines to Locate Information about Clients40 Standard 3.10: Using Search Engines to Locate Information about Professional Colleagues41 Standard 3.11: Treating Colleagues with Respect42 Standard 3.12: Open Access Information43 Standard 3.13: Accessing Client Records Remotely43 Standard 3.14: Managing Phased Out and Outdated Electronic Devices44 Section 4: Social Work Education and Supervision45 Standard 4.01: Use of Technology in Social Work Education46 Standard 4.02: Training Social Workers about the Use of Technology in Practice48 Standard 4.03: Continuing Education48 Standard 4.04: Social Media Policies49 Standard 4.05: Evaluation49 Standard 4.06: Technological Disruptions50 Standard 4.07: Distance Education50 Standard 4.08: Support51 Standard 4.09: Maintenance of Academic Standards51 Standard 4.10: Educator–Student Boundaries52 Standard 4.11: Field Instruction53 Standard 4.12: Social Work Supervision53 Glossary57 Resources

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Introduction

Social workers’ use of technology isproliferating. Technology has transformed thenature of social work practice and greatlyexpanded social workers’ ability to assist peoplein need. Contemporary social workers canprovide services to individual clients by usingonline counseling, telephone counseling,videoconferencing, self-guided Web-basedinterventions, electronic social networks, mobileapps, automated tutorials, e-mail, text messages,and a host of other services. Social workers’ useof technology has created new ways to interactand communicate with clients, raisingfundamentally new questions about the meaningof the social worker–client relationship.

In addition, social workers use various forms oftechnology to access, gather, and otherwisemanage information about clients. Socialworkers maintain encrypted electronic records,store sensitive information on their smartphonesand in the “cloud,” and have the capacity tosearch for information about clients usingInternet search engines. Social workers usetechnology in creative ways to addresscompelling social justice issues, organizecommunities, administer organizations, anddevelop social policy. Social workers also exploreand develop new technologies for practice anddisseminate them with colleagues.

Technology has also influenced social workeducation and broadened its reach. Today’sstudents may take courses online, viewprerecorded lectures posted on Internet-basedcourse sites, participate in online social workpractice simulations, interact with fellow studentsenrolled in a course from multiple locationsaround the world, and listen to podcasts. Socialworkers have expanded options to satisfy theircontinuing education requirements by enrollingin live online webinars and attending lectures

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delivered from remote locations that aretransmitted electronically. They may provideand obtain training, supervision, andconsultation from distant locations usingvideoconferencing technology.

These dramatic developments require practicestandards in technology. The following standardsare divided into four main sections and addresssocial workers’ use of electronic technology to(1) provide information to the public; (2) designand deliver services; (3) gather, manage, store,and access information about clients; and (4)educate and supervise social workers. Thesestandards are designed to guide social workers’use of technology; enhance social workers’awareness of their ethical responsibilities whenusing technology; and inform social workers,employers, and the public about practice standardspertaining to social workers’ use of technology.Social workers should consider these standardsin conjunction with the NASW Code of Ethics,other social work standards and relevantstatutes, and regulations. As new forms oftechnology continue to emerge, the standardsprovided here should be adapted as needed.

Each practice standard provides social workerswith general guidance on how to use technologyin an ethical manner; the “interpretation”sections offer suggestions for implementingthese standards in a wide range of circumstancesand social work settings. The interpretationsprovide examples of factors that social workersmay consider when making decisions about theappropriate use of technology. The standardsand their interpretations are intended to set aminimum core of excellence for professionalpractice when social workers use technology andto provide a framework to address possiblebenefits, challenges, and risks that arise whenusing technology. These guidelines are notintended to suggest that the use of technology isinherently riskier or more problematic thanother forms of social work.

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Special Note: The order in which the standards

appear does not reflect their order of

importance.

These standards address a wide range of key

concepts related to social workers’ use of

technology. By necessity, some concepts (for

example, informed consent, confidentiality,

boundaries, social media policies) are

discussed in multiple places in the document.

Readers are encouraged to review the

document in its entirety.

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Section 1: Provision of Information to the Public

Social workers who use technology to provideinformation to the public about the services theyoffer and on social work topics of generalinterest, and who engage in social advocacy,should uphold the values of the profession andadhere to the following standards.

Standard 1.01: Ethics and ValuesWhen social workers use technology to provideinformation to the public, they shall takereasonable steps to ensure that theinformation is accurate, respectful, andconsistent with the NASW Code of Ethics.

InterpretationWhen communicating with the public usingWeb sites, blogs, social media, or other forms ofelectronic communication, social workers shouldmake every effort to ensure that the informationreflects the values, ethics, and mission of theprofession. Social workers should consultrelevant standards in the NASW Code of Ethicsfor guidance (especially related to competence;conflicts of interest; privacy and confidentiality;respect; dishonesty, fraud, and deception;misrepresentation; solicitations; private conduct;and acknowledging credit).

Standard 1.02: Representation of Self andAccuracy of InformationWhen social workers use technology to provideinformation to the public, they shall takereasonable steps to ensure the accuracy andvalidity of the information they disseminate.

InterpretationSocial workers should post information fromtrustworthy sources, having ensured the accuracyand appropriateness of the material. They shouldadvertise only those electronic services they arelicensed or certified and trained to provide intheir areas of competence. Social workers shouldperiodically review information posted online by

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themselves or other parties to ensure that theirprofessional credentials and other informationare accurately portrayed. Social workers shouldmake reasonable effort to correct inaccuracies.

Section 2: Designing and Delivering Services

Part A: Individuals, Families, and Groups Technology may be used to facilitate variousforms of services, including counseling, casemanagement, support, and other social workfunctions. Technology may also be used tofacilitate communication with clients, obtaininformation from clients, provide information toclients, and facilitate various interventions.

The ability to provide services electronically hasmany benefits as well as risks that social workersshould consider. Social workers who use technologyto provide services should assess whether clientswill benefit from receiving services throughelectronic means and, when appropriate, offeralternative methods of service delivery.

Standard 2.01: Ethical Use of Technology toDeliver Social Work ServicesWhen providing services to individuals,families, or groups using technology, socialworkers shall follow the NASW Code of Ethicsjust as they would when providing services toclients in person.

InterpretationWhen using technology to provide services,practitioner competence and the well-being ofthe client remain primary. Social workers whouse technology to provide services shouldevaluate their ability to � assess the relative benefits and risks ofproviding social work services usingtechnology (for example, in-person servicesmay be necessary when clients pose asignificant risk of self-harm or injuriousbehavior, are cognitively impaired, require

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sustained support by a social worker withwhom they have an ongoing professionalrelationship, or are in crisis)

� reasonably ensure that electronic social workservices can be kept confidential. For example,the information provided by the client shouldonly be accessible by those who require accessand that the host of the server used forelectronic communication agrees to abide bythe privacy policies of the social worker

� reasonably ensure that they maintain clearprofessional boundaries (for example, socialworkers should be mindful of boundaryconfusion that may result if they disclosepersonal information about themselves orothers in an online setting to which clientshave access)

� confirm the identity of the client to whomservices are provided electronically at theonset of each contact with the client(examples include confirming a client’s onlineconsent with a telephone call; providing theclient with a password, passcode, or imagethat is specifically for the client’s use whenproviding consent electronically)

� assess individuals’ familiarity and comfortwith technology, access to the Internet,language translation software, and the use oftechnology to meet the needs of diversepopulations, such as people with differingphysical abilities

Standard 2.02: Services Requiring Licensure orOther Forms of Accreditation Social workers who provide electronic socialwork services shall comply with the laws andregulations that govern electronic social workservices within both the jurisdiction in whichthe social worker is located and in which theclient is located.

Interpretation Social workers should be aware of all laws,regulations, and other rules that govern theirwork using technology, particularly licensure

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laws. Most jurisdictions have adopted theposition that electronic social work practicetakes place in both the jurisdiction where theclient is receiving such services (irrespective ofthe location of the practitioner) and in thejurisdiction where the social worker is licensedand located at the time of providing suchelectronic services (irrespective of the location ofthe client). If the client and social worker are indifferent jurisdictions, the social worker shouldbe aware of and comply with the laws in boththe jurisdiction where the social worker islocated and where the client is located.

Here are some examples:� The social worker and client are initiallylocated in one jurisdiction and the clientmoves to another jurisdiction to attendcollege. It is the social worker’s responsibilityto contact the other jurisdiction’s regulatoryboard to determine what requirements arenecessary to provide services legally in thatjurisdiction. The other jurisdiction may allowfor temporary practice for a duly licensedsocial worker who they determine meets“substantial equivalency.”

� The social worker is traveling for an extendedtime outside of the jurisdiction where she islicensed. A client asks the social worker toprovide electronic services during the socialworker’s absence. It is the social worker’sresponsibility to contact the local jurisdiction’sregulatory board to determine what isrequired for the social worker to provideservices legally in that jurisdiction.

� The social worker is employed by the U.S.Department of Veterans Affairs or the U.S.military and provides electronic servicesunder the auspices of those organizations.The laws and rules of these nationalorganizations apply and are recognized by thejurisdiction(s) in which the social worker andclient are located.

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Standard 2.03: Laws That Govern Provision ofSocial Work ServicesSocial workers who provide social workservices using technology shall understand,comply, and stay current with any and all lawsthat govern the provision of social workservices and inform clients of the socialworker’s legal obligations, just as they wouldwhen providing services in person.

Interpretation In addition to professional regulation andlicensure laws, there are many other jurisdictionallaws that social workers need to understand,comply with, and inform clients of. It is thesocial worker’s responsibility to comply withexisting laws and keep apprised of new legislation.Specific obligations may include mandatoryreporting of suspected abuse or neglect of achild, older adult, or person with a disability; apractitioner’s verbal or electronic sexualcommunication with a client; a practitioner’simpairment in the ability to practice by reasonof illness, use of alcohol or drugs, or as a resultof mental or physical conditions; or a practitioner’simproper or fraudulent billing practices. Socialworkers should also be familiar with other lawsgoverning social work practice, such as thoserelated to mental health, addictions, duty toprotect clients and third parties, and socialworker–client privilege.

Standard 2.04: Informed Consent: Discussingthe Benefits and Risks of Providing ElectronicSocial Work ServicesWhen providing social work services usingtechnology, social workers shall inform theclient of relevant benefits and risks.

InterpretationPossible benefits of providing social workservices through electronic means include� enhancing access to social work services that areunavailable in person because of geographicaldistance, clients’ disabilities, or illnesses

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� real-time monitoring of clients’ status, whenappropriate

� being able to respond to clients rapidly� enhancing access to services because ofclients’ scheduling challenges

� providing more cost-effective delivery ofsocial work services

� ease of communication� reducing the frequency of clients’ travel toobtain social work services

Possible risks of providing social work servicesthrough electronic means include� potential for technology failure andinterruption of services

� potential for confidentiality breaches � prevention of unauthorized use or unethicalpurposes

� higher cost of technology

Standard 2.05: Assessing Clients’ Relationshipswith TechnologyWhen conducting psychosocial assessmentswith clients, social workers shall considerclients’ views about technology and the waysin which they use technology, includingstrengths, needs, risks, and challenges.

InterpretationHistorically, social workers have been taught toassess the psychosocial well-being of clients inthe context of their environment, includingrelationships with family members, peers,neighbors, and coworkers. With the increasinguse of technology in society, it is important forsocial workers to also consider clients’ relationshipsand comfort with technology. Such assessmentscould include client strengths, such as access toparticular forms of technology and the ability touse technology for family, work, school, social,recreational, and other purposes. In addition,social workers should consider relevant needs,risks, and challenges, such as clients’ reluctanceto use technology; difficulty affording technology;limited computer knowledge or fluency with

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technology; and the risk of cyberbullying,electronic identity theft, and compulsivebehaviors regarding the use of technology.

Standard 2.06: Competence: Knowledge andSkills Required When Using Technology toProvide ServicesSocial workers who use technology to provideservices shall obtain and maintain theknowledge and skills required to do so in asafe, competent, and ethical manner.

Interpretation Social workers who provide electronic servicesshould be competent in the use of technologyand maintain competency through relevantcontinuing education, consultation, supervision,and training. Social workers should continuouslylearn about changes in technology used toprovide these services. Competence depends onthe type of technology and how it is used, andmay include knowing how to� communicate effectively while using thetechnology to provide social work services

� handle emergency situations from a remotelocation

� apply the laws of both the social worker’s andclient’s location

� be sensitive to the client’s culture, includingthe client’s cultural community and linguistic,social, and economic environment

� attend to clients’ unique needs and challenges� ensure that the technology is in workingorder to provide effective services and avoiddisruption

� keep abreast of the changing landscape oftechnology and adapt accordingly

Standard 2.07: Confidentiality and the Use ofTechnologyWhen using technology to deliver services,social workers shall establish and maintainconfidentiality policies and proceduresconsistent with relevant statutes, regulations,rules, and ethical standards.

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Interpretation Social workers who provide electronic servicesshould develop protocols and policies to protectclient confidentiality. They should use encryptionsoftware and firewalls and periodically assessconfidentiality policies and procedures to ensurecompliance with statutes, regulations, and socialwork standards.

Standard 2.08: Electronic Payments and ClaimsSocial workers who submit insurance claimsfor payment electronically shall takereasonable steps to ensure that businessassociates use proper encryption and haveconfidentiality policies and proceduresconsistent with social work standards andrelevant laws.

Interpretation The processing of electronic claims and paymentsincludes information about the client that shouldbe protected. Use of electronic payment systemsshould comply with social work confidentialitystandards and relevant statutes and regulations.

Standard 2.09: Maintaining ProfessionalBoundaries Social workers who provide electronic socialwork services shall maintain clear professionalboundaries in their relationships with clients.

Interpretation Social workers who use technology to provideservices should take reasonable steps to preventclient access to social workers’ personal socialnetworking sites and should not post personalinformation on professional Web sites, blogs, orother forms of social media, to avoid boundaryconfusion and inappropriate dual relationships.Although social workers have a right to freedomof speech, they should be aware of how theirpersonal communications could affect theirprofessional relationships.

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When using technology, social workers shouldmake distinctions between professional andpersonal communications. Social workers shouldnot post any identifying or confidentialinformation about clients on professional Websites, blogs, or other forms of social media.

Social workers should be aware that they andtheir clients may share “friend” networks onWeb sites, blogs, and other forms of socialmedia; social workers may or may not realizethey have these shared online connections.Social workers should be aware that sharedmembership in online groups based on race,ethnicity, language, sexual orientation, genderidentity or expression, disability, religion,addiction recovery, or personal interests maycreate boundary confusion and inappropriatedual relationships and should avoid relationshipsthat are likely to lead to a conflict of interest,particularly when there is risk of harm to theclient (for example, if the online social relationshipmay compromise the social worker’s ability tomaintain a clear professional–client relationship).

Standard 2.10: Social Media PolicySocial workers who use social media shalldevelop a social media policy that they sharewith clients.

InterpretationSocial media policies inform clients regardingtheir social worker’s professional use of socialnetworking sites, e-mail, text messaging, electronicsearch engines, smartphone applications, blogs,business review sites, and other forms ofelectronic communication. A carefully constructedsocial media policy that social workers sharewith clients can enhance protection of privateinformation and maintain clear boundaries. Thesocial media policy should be reviewed withclients during the initial interview in the socialworker–client relationship and revisited andupdated as needed.

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Standard 2.11: Use of Personal Technology forWork PurposesSocial workers shall consider the implicationsof their use of personal mobile phones andother electronic communication devices forwork purposes.

Interpretation If a social worker’s employment setting expectsthe social worker to use mobile phones or othertechnology to communicate with clients, ideallythe employer or organization should provide thedevices and technology and have clear policiesregarding clients’ electronic access to the socialworker. As a matter of fairness, employers shouldcover the costs of the devices and technologythat are required for social workers to fulfilltheir work obligations. Providing clients withthe personal mobile phone number of the socialworker might limit the social worker’s ability tomaintain appropriate boundaries with clients andcompromise client confidentiality. In situationswhere social workers use personal mobilephones or other electronic communicationdevices for work purposes, they should takereasonable steps to protect confidentiality andmaintain appropriate boundaries.

Standard 2.12: Unplanned Interruptions ofElectronic Social Work Services Social workers shall plan for the possibilitythat electronic services will be interruptedunexpectedly.

InterpretationElectronic social work services can be interruptedunexpectedly in a variety of ways. Technologyfailure is always a possibility, especially as aresult of power outages or lost, damaged, orstolen devices. Social workers should developpolicies on how to manage technology failuresand discuss them with clients at the beginning oftheir relationship. Social workers should havespecific backup plans to handle technologicalfailures or interruptions in services duringemergency or crisis situations. If such failures

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interfere with a social worker’s ability to assistclients (including difficulty clients may havemanaging technology failures), social workersshould consider seeing the client in person orreferring clients to service providers who canassist the client in person.

Standard 2.13: Responsibility in EmergencyCircumstances Social workers who provide electronic servicesshall be familiar with emergency services inthe jurisdiction where the client is located andshare this information with clients.

Interpretation Social workers who provide electronic servicesmay have clients who encounter emergencies orcrisis situations. Some crisis services may beprovided remotely, but others may require in-person communication or intervention. Socialworkers should take reasonable steps to identifythe location of the client and emergency servicesin the jurisdiction. If the social worker believesthat a client may be at risk (for example, havingsuicidal thoughts), the social worker shouldmobilize resources to defuse the risks and restoresafety. Social workers should develop policies onemergency situations that include an authorizedcontact person whom the social worker haspermission to contact.

Standard 2.14: Electronic and OnlineTestimonialsSocial workers shall refrain from solicitingelectronic or online testimonials from clients orformer clients who, because of their particularcircumstances, are vulnerable to undue influence.

InterpretationElectronic and online testimonials about socialwork services (including text, audio, or video)create the potential for boundary confusion andconflicts of interest. Social workers should notsolicit testimonial endorsements (includingsolicitation of consent to use a client’s priorstatement as a testimonial endorsement) from

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current or former clients who, because of theirparticular circumstances, are vulnerable toundue influence.

Part B: Communities, Organizations,Administration, and PolicyTechnology can greatly enhance social workers’ability to engage in social action, promote socialjustice, work with communities, administerorganizations, and develop social policy. Thissection provides social workers with guidance onthe use of technology in the context of socialwork with larger systems. In these contexts,social workers may use technology for variouspurposes, including� engaging, empowering, and organizingcommunity members and groups

� coalition and capacity building� advocating for changes in social policy toimprove the social and economic well-being ofindividuals, families, groups, and communities

� providing supervision to social workers, otherprofessionals, and volunteers

� planning, implementing, managing, andevaluating social programs

Standard 2.15: Organizing and Advocacy When using technology to organize communitiesand advocate, social workers shall takereasonable steps to ensure that the informationshared using technological tools is honest,accurate, and respectful.

Interpretation Social workers have a rich heritage advocatingfor social change; engaging in policy practice;and improving the services provided toindividuals, families, groups, organizations, andcommunities. Social workers use Web sites,online social networking, and other electroniccommunications to mobilize and organizecommunities and advocate about policy issues.Social workers who use thought-provokinglanguage and stories to attract attention andmotivate people to action should ensure that thecontent of their communications is honest,

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accurate, respectful, and is neither exploitative ofclients nor sensationalistic.

When social workers establish or facilitateonline communities, they should informparticipants that information shared with thecommunity may be open to the public. Socialworkers should also establish and maintain rulesof “netiquette,” that is, guidelines for respectfulcommunication within the online community.

Social workers may use technology tocommunicate political messages and mobilizeclients, colleagues, and citizens to engage insocial action and monitor legislative activities.As with in-person advocacy and communication,social workers who use technology for thesepurposes should do so respectfully and in amanner that is consistent with professional,legal, and ethical standards. Social workersshould not use technology to harass, threaten,insult, or coerce individuals or groups.

Standard 2.16: Fundraising When social workers use technology forfundraising, they shall take reasonable steps toensure that information provided to potentialdonors clearly and accurately identifies thepurposes of the fundraising and how the fundswill be used.

Interpretation Using technology for fundraising may open upnew and broad channels for raising money forsocial work services or other causes. As with anyfundraising, social workers should use honest,accurate, and respectful language to explain whythey are fundraising, including information aboutthe intended beneficiaries and how the fundingwill be used to help them. Social workers shouldensure that the system used to collect paymentis secure, so that the donors’ confidentialinformation is protected and the funds collectedare used only for the intended purposes.

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Because technology allows fundraising fromvarious states or countries, social workers shouldconsider jurisdictional issues pertaining tofundraising (for example, tax laws, laws governingcharitable donation status, and laws pertainingto support for causes or groups deemed to berelated to terrorist organizations).

Standard 2.17: Primary Commitment to ClientsWhen social workers who are responsible forprogram administration, planning, anddevelopment consider whether and how to usetechnology in conjunction with social workprograms or services, they shall prioritize theneeds of their clients.

Interpretation Social work organizations may find it beneficialto use technology to generate revenue, expandservices, or provide services in a more cost-efficient manner. Regardless of the organization’smotivation for considering the use of technology,social workers who are responsible for programadministration, planning, and developmentshould ensure that the needs and interests ofpotential and current clients are taken intoaccount. For example, social workers shouldconsider not only whether technology couldmake service provision more cost-efficient, butalso whether the use of technology would fostermore effective services for the people intendedto be served by the organization.

Standard 2.18: Confidentiality Social workers who use technology tofacilitate supervision, consultation, or otherconfidential meetings shall use appropriatesafeguards to protect confidentiality.

Interpretation Social workers who conduct supervision orconsultation, and those who facilitate otherconfidential meetings through the use oftechnology, should take appropriate precautionsto protect the confidentiality of those

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communications. Precautions to protectconfidentiality depend on the type of technologybeing used, and may include� using passwords, firewalls, encryption, andantivirus software

� using electronic service providers that rely onstandards of security for data that aretransmitted and stored

� ensuring a private setting when using theirelectronic devices

Standard 2.19: Appropriate Boundaries Social workers who work with communities andorganizations shall ensure that they maintainappropriate boundaries when they use technology.

Interpretation The types of boundaries that social workersshould maintain when doing organizational or community work may be different from those required when providing clinical servicesto individuals, families, and groups. Becausesocial workers sometimes assume multiple rolesand functions in their organizations andcommunities, they may not be able to avoid all dual or multiple relationships. Still, theyshould consider how to maintain appropriateboundaries and, in particular, how to avoidsignificant conflicts of interest.

Boundary issues may be particularly complicatedwhen social workers participate in onlinediscussions hosted on social networks and otherforms of electronic communication that areintended to be available to the public. Forinstance, if a social worker posts political orpersonal opinions on a blog or social networkingsite, the worker should be aware that this postingmay be seen by people in the organization andcommunity in which the worker is practicing.This does not mean that social workers mustavoid all political or personal communicationthrough electronic means. However, socialworkers should be careful in determining whatinformation or opinions they post, where theypost the information or opinions, what language

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they use, and who might access the informationor opinions they post. Social workers shouldconsider how members of their organizationsand communities may react to information thatsocial workers decide to share electronically.Social workers should apply the principles ofhonesty, respect, and social justice, whether theirelectronic communications are for personal orwork-related purposes.

Standard 2.20: Addressing Unique Needs Social workers who help communities andorganizations advocate for changes in policies,practices, and programs regarding the use oftechnology shall ensure that the unique needsof individuals and groups are considered,including factors related to different cultures,ways of learning, abilities, educational levels,and economic circumstances.

InterpretationThe use of technology has the potential toimprove the economic and social well-being ofvarious individuals, families, groups, organizations,and communities. Social workers who are engagedin policy or program development activitiesshould consider how the use of technology mayhave differential impacts on people given theirunique biopsychosocial circumstances andshould share these concerns with appropriatedecision makers. For instance, when developingWeb sites, social workers should consider howto ensure that the information is accessible topeople with visual impairments or other physicalchallenges. When considering an online socialwork program for people with depression,anxiety, psychosis, or phobias, social workersshould consider whether online or in-personservices would be more appropriate. Whenpeople are expected to use text-based applicationforms to access social work services or benefits,social workers should consider options to helppeople who prefer to use a language other thanEnglish and people who are not comfortablewith the use of electronic devices.

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Social workers who provide electronic servicesshould also be aware of economic challenges, forinstance, services that require the use of dataplans, computers, tablets, smartphones, or othertechnology that individuals and groups may notbe able to afford. Furthermore, social workersshould note that some individuals and groupsmay not have access to technology at certaintimes because of religious reasons (for instance,prohibitions from using technology on a Sabbath).

Standard 2.21: Access to TechnologyWhen appropriate, social workers shall advocatefor access to technology and resources forindividuals, families, groups, and communitieswho have difficulty accessing them because theyare a member of a vulnerable population suchas people with disabilities, limited proficiencyin English, limited financial means, lack offamiliarity with technology, or other challenges.

Interpretation Access to technology includes access to data plans,electronic devices (such as computers, tablets, ormobile phones), relevant software or apps (throughpurchase or subscription), and technical support(as needed). Advocating for access to electronicservices is part of social workers’ commitment tosocial justice. Access to technology, particularlyfor vulnerable and disadvantaged populations, isimportant for the following reasons:

� Potential clients may not have reasonableaccess to needed social work services unlessthey have appropriate access to technology.

� Having access to technology empowers peopleto participate in democratic and politicalprocesses, for instance, expressing their concernsand advocating through online social media,registering to vote, engaging governmentofficials and other policymakers, organizingsocial action events, tracking legislative andpublic policy processes, and accessing otherinformation about public policy issues.

� Having access to technology allows access to

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online communities and groups that mayprovide various forms of social support.

Advocating for access to services on a case-by-case basis may not be sufficient, so social workersmay consider addressing access issues throughcommunity organizing and other forms ofadvocacy (for example, ensuring that entireneighborhoods, communities, or vulnerablegroups have access to certain forms of technology).

Having access to appropriate technology mayalso be a concern for social workers themselves.Social workers may need to advocate withintheir organizations and communities to ensurethat they have access to technology that isrequired to perform their jobs effectively.

Standard 2.22: Programmatic NeedsAssessments and EvaluationsSocial workers who use technology to conductneeds assessments and program evaluationsshall obtain participants’ informed consent andprovide information about how they willensure confidentiality.

Interpretation Social workers use online surveys or othertechnology to gather information for needsassessments, evaluations, or other researchactivities. For example, when social workers usetechnology to conduct needs assessments orevaluations for communities or organizations,they may plan for the information to be sharedwith government officials, policymakers, programadministrators, other decision makers, or thegeneral public. As part of the informed consentprocess, social workers should ensure thatparticipants are aware of the intended uses ofthe information gathered, including who willreceive the information and what informationwill be shared. For some purposes, such aslegislative advocacy, it may be appropriate forcommunity residents to share personal storiesand identifying information, with the participants’

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informed consent. For other purposes, it may beappropriate to allow participants to shareinformation on an anonymous basis or to ensurethat any identifying information is removedbefore it is shared with others. Participantsshould also be apprised of how the results of theneeds assessment or program evaluation will bedistributed, for instance, through in-personmeetings, paper documents, or electronic means.

Standard 2.23: Current Knowledge andCompetence Social workers practicing with communities,organizations, and in policy positions shall striveto maintain knowledge of current technology,adhere to best practices for its use, andperiodically update their knowledge and skills.

Interpretation Technology is constantly evolving, as is its use invarious forms of social work practice. Socialworkers should keep apprised of the types oftechnology that are available and research bestpractices, risks, ethical challenges, and ways ofmanaging them. Social workers should alsoensure that they know how to use technology inan effective manner so that they performfunctions required for work with communities,organizations, and in policy practice.

Standard 2.24: Control of Messages Social workers who use technology forcommunity organizing and social advocacyshall be aware that they may have limited orno control over how their electronic messagesmay be used, shared, revised, or distorted.

Interpretation When social workers post information on blogs,Web sites, and social networking sites, theyshould be aware that others may use, share, andadapt their messages. For instance, if a socialworker posts a written article, photo, or videoonline, others may edit the posting and share itwith others. Postings and other electronic

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messages may be misinterpreted, misrepresented,or taken out of context. Although it would beunreasonable to expect social workers to keeptrack of all uses of their postings, when feasiblesocial workers should try to correct misuses of their postings when such misuses come totheir attention.

Standard 2.25: Administration Social work administrators shall ensure thatthey plan and budget for the use of technologyin a manner that promotes the organizations’mission and goals in a cost-effective manner.

Interpretation Social workers may use technology to facilitatevarious administrative functions, includingbudgeting, forecasting, planning, meeting,communicating with stakeholders, personnelmanagement, project management, and programevaluation. Although technology can be used tostreamline an organization’s administrativeprocesses, social work administrators should alsobe aware of the implications of its use for clients,social workers, and other employees. Whenmaking decisions about the appropriate use oftechnology for administrative purposes, socialworkers should take the potential benefits andcosts of its use into account (for example, hownew technology might improve services, howworkers and clients might respond to newtechnology, and the best use of an organization’slimited resources).

Standard 2.26: Conducting Online ResearchSocial workers who conduct online researchshall assess the quality, strengths, andlimitations of the research.

InterpretationSocial workers should evaluate the credibility andlimitations of research obtained from onlinesources. This includes taking reasonable steps toassess authorship and sponsorship; the credentialsand competencies of the researchers; the reliability,

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validity, currency, and limitations of theresearch; and the accuracy of the reportedfindings or results.

Standard 2.27: Social Media Policies Social work administrators and supervisorsshall consider developing social media policiesto guide employees and volunteers who workin their organizations.

Interpretation When employees and volunteers post informationon social media, that information may have animpact on their organization, whether or notthat information was posted for work or personalpurposes. By establishing clear social mediapolicies, administrators and supervisors canprovide employees and volunteers with guidanceon how to maintain professional standards,including protection of client confidentiality,maintaining appropriate boundaries, and the useof accurate and respectful language.

Section 3: Gathering, Managing, and StoringInformation

Social workers may use various forms oftechnology to gather, manage, and store clientinformation. Gathering information refers tocollecting information for the purposes ofpsychosocial assessments, progress notes,community or organizational needs assessments,program evaluation, research, advocacy, socialaction, supervision, education, or other socialwork functions. Managing information refers tohow information is handled after it has beengathered, for instance, how it is entered intoclient and other administrative files; how it maybe shared with supervisors or others within thesocial worker’s practice setting; how the data isused within a database; how certain informationmay be shared with colleagues, funders, insurancecompanies, researchers, or others outside theworker’s practice setting; and how social workers

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manage information about colleagues. Storinginformation refers to how information is savedand maintained electronically. Using technologyin these ways may serve a number of valuablepurposes, including accessing information easily,storing information safely, and saving time andmoney. When social workers use technology togather, manage, and store information, theymust uphold ethical standards related to informedconsent, client confidentiality, boundaries, andproviding clients access to records.

Standard 3.01: Informed Consent As part of the informed consent process, socialworkers shall explain to clients whether andhow they intend to use electronic devices orcommunication technologies to gather,manage, and store client information.

Interpretation When social workers plan to use technology togather, manage, and store client information,they should ensure that clients know how theinformation is being gathered, how it will beused, who will have access to it, how it will bestored, and how it will be retained. They shouldalso explain the potential benefits and risks ofusing the particular electronic methods forgathering, managing, and storing information.

Often, the primary benefits of gathering,managing, and storing information electronicallyare convenience and cost. Using technology cansave time and money for organizations, socialworkers, clients, and research and evaluationparticipants. Other benefits depend on thecontext of practice.

Risks of gathering, managing, and storinginformation electronically may include thefollowing:� Someone intentionally hacks the system andgains access to the data.

� Computers, smartphones, flash drives, externalhard drives, or other devices used to gather

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and store the data are stolen or misplaced.� Information stored electronically may besubpoenaed for use during legal proceedings,just as with paper records.

� Government or law enforcementorganizations may try to gain access toinformation stored electronically.

� Electronic information may beunintentionally sent to the wrong person,especially when sending e-mail or text messages.

The types of precautions to minimize risks willdepend on the situation, including the type ofelectronic devices and programs being used.Social workers should periodically review thetypes of precautions they use to ensure that theyare appropriate given recent changes andidentified risks in the use of technology (that is,new forms of viruses, cyberattacks, or otherpotential problems).

Standard 3.02: Separation of Personal andProfessional Communications When social workers gather, manage, and storeclient information electronically, they shallensure clear delineation between personal andprofessional communications and information.

InterpretationSocial workers should clearly delineate betweenpersonal and professional information whenusing personal technology to gather, manage,and store information about clients. This isimportant to maintain ethical boundaries withclients, maintain proper client files, and possiblyprotect the social worker’s personal or other filesfrom disclosure. When feasible, social workersshould consider using their professional ororganization’s electronic devices to gather, manage,and store information. If this is not feasible,then other means should be implemented, forexample, the use of separate accounts, separatestorage media or folders, et cetera. Social workersshould note that clients generally have a right toaccess their records; thus any blurring of

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personal versus professional communication anddata storage, for example, through the use ofsocial workers’ personal devices, might risk theprivacy of the social worker’s personal information.

Standard 3.03: Handling Confidential InformationSocial workers shall take reasonable steps toensure that confidential information concerningclients or research participants is gathered,managed, and stored in a secure manner andin accordance with relevant federal and statestatutes, regulations, and organizational policies.

InterpretationSocial workers who gather, manage, and storeinformation electronically should take reasonablesteps to ensure the privacy and confidentiality ofinformation pertaining to clients or researchparticipants. Federal and state statutes andregulations may dictate how electronic recordsare to be stored and social workers are responsiblefor being aware of and adhering to them.Organizations in various practice settings mayhave additional policies regarding the storage ofelectronic communications.

Electronic information should be stored insecure locations. Access should be limited toappropriate parties. When electronic files arebacked up, reasonable precautions should alsobe taken to maintain confidentiality of thebacked-up files.

Social workers should have policies thatincorporate risk management strategies. Forexample, depending on the practice context,social workers can use a closed server, wherebyaccess to information is limited to people withinthe organization and is not accessible throughthe Internet. Also, if identifying information isnot needed, social workers can gather data on ananonymous basis so a particular client or researchparticipant cannot be linked with the information.Social workers should ensure that their means ofelectronic data gathering are in keeping with

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ethical standards and best practice guidelines.Social workers should adhere to the privacy andsecurity standards of applicable laws such as theHealth Insurance Portability and AccountabilityAct of 1996 (HIPAA) (P.L. 104-191), the federalpolicy for the Protection of Human Subjects (45CFR Part 46), federal regulations for theprotection of alcohol and drug abuse patientrecords (42 CFR Part 2), federal regulations forthe protection of students’ education recordsunder the Family Educational Rights andPrivacy Act of 1974 (P.L. 93-380, § 513), section215 of the USA Patriot Act of 2001 (P.L. 107-56), and other relevant federal and state laws.These laws may address electronic transactions,client and research participant rights, andallowable disclosure. They may also includerequirements regarding data protection. It may behelpful for social workers to consult informationtechnology specialists to ensure that electronicallystored information is gathered, stored, anddisposed in a safe manner that meets federal and state laws that protect the privacy andconfidentiality of the client or research participant.

Social workers should be aware that some freeservices for gathering, managing, and storing datamay not be as secure as fee-for-service options.For instance, when collecting data on some freesurvey services, the Internet Protocol addressesof survey respondents may be identifiable. Ifclients or research participants are using anonline social network program to log on to thesurvey, their participation in the survey might bedisclosed on their social networking site.

Cloud storage has become technically appropriateand increasingly popular. Social workers who usecloud storage should adhere to privacy and securitystandards in compliance with HIPAA regulationsand other relevant federal and state laws.

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Standard 3.04: Access to Records within anOrganizationSocial workers shall take reasonable steps todevelop and implement policies regardingwhich personnel have access to clients’electronic records, keeping in mind the valueof limiting access to those colleagues whotruly require it, to respect client privacy.

InterpretationWhen information is stored electronically, itmay be easy for various personnel within anorganization to access that information. Socialworkers should protect client confidentiality bydeveloping and implementing policies thatrestrict access to colleagues who truly have aneed for that access. For personnel who needaccess to client information for research andevaluation purposes, data could be madeavailable anonymously. As part of the informedconsent process, social workers should informclients about which personnel in the workplacemay have access to information in their records.

Social workers should take special safeguards toensure that clients’ electronic records are storedin an accessible manner. Social workers shouldensure that electronic records continue to beretrievable when they update their software andtechnology, at least for any statutory recordretention period. Social workers should establishprotocols to ensure that appropriate colleagues canget access to secure electronic records in the eventof a social worker’s sudden incapacity or death.

Standard 3.05: Breach of ConfidentialitySocial workers shall develop and disclosepolicies and procedures concerning how theywould notify clients of any breach of theirconfidential records.

InterpretationRegardless of the precautions that social workerstake to ensure that client records are gathered,managed, and stored in a secure manner,

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confidential electronic records may be breached.Social workers should comply with ethicalstandards and relevant federal and state lawsregarding any duty to inform clients aboutpossible breaches of confidentiality. Socialworkers should also develop policies andprocedures detailing how they would informclients regarding breaches of confidentiality.

Standard 3.06: Credibility of InformationGathered Electronically When social workers use technology to gatherinformation for social work practice or research,they shall gather information in a manner thatreasonably ensures its reliability and accuracy.

InterpretationSocial workers may use online forms, Web sites,or other electronic means to collect data. Tomaintain the credibility of the informationcollected, social workers should establish andverify the identity of the client, researchparticipant, or other person who is submittingthe information. For instance, when collectingdata from research participants or when asking aclient to submit information online (forexample, for an intake assessment), the workercould provide the client with a unique identifieror passcode.

Standard 3.07: Sharing Information with Other Parties Social workers who share confidential clientinformation with other parties electronicallyshall take reasonable steps to protect theconfidentiality of the information.

InterpretationSocial workers may at times share sensitiveinformation electronically with professionalcolleagues within their workplace or with otherorganizations. Before sharing informationoutside the organization, social workers shouldensure that they have informed consent from theclient. When sharing information electronically,

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social workers should ensure that they aresending information to the accurate e-mailaddress, Web site, or other electronic location.Because of the ease with which informationshared electronically can go astray (for example,with a mistake of just one digit or letter in anelectronic address), social workers shoulddouble-check their addresses before sendinginformation electronically.

When sending information electronically, socialworkers should advise recipients that theinformation is confidential and should not beshared with others without the explicit consent ofthe client, and when appropriate with the consentof the social worker who prepared the records.

Methods to manage risks when sharing clientrecords electronically may include� ensuring that the social worker has the correcte-mail address, fax machine or telephonenumber, or other electronic destination

� using secure servers and encrypted information� limiting the information sent to what isrequired (for example, if it is not necessary toinclude information that identifies the clientor information that is particularly sensitive,then this information should be redacted)

� ensuring that the recipient of the informationwill respect the social worker’s request tomaintain confidentiality and not share theinformation with others without the explicitconsent of the client

Standard 3.08: Client Access to Own Records Social workers shall ensure that client accessto electronic records is provided in a mannerthat takes client confidentiality, privacy, andthe client’s best interests into account.

InterpretationSocial workers recognize that clients generallyhave a right to access their own records. Whenrecords are created or available in electronicform, access may be facilitated electronically.

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Electronic access can be less expensive. It canalso be more convenient and timelier thanhaving the client come to the office to pick uppaper copies or having to mail paper copies.Despite the convenience, when records can beaccessed electronically there may be risks toclient confidentiality and the client’s bestinterests. Examples include the following:� Electronic information systems could behacked or electronic communication devicesmay be lost or stolen.

� If the client experiences abuse or exploitationfrom a partner or other family member, itmay be particularly important to ensure thatthe family member in question does not haveaccess to the client’s records.

� If a client is suicidal or otherwise vulnerable,having immediate access to certaininformation electronically may not be in theclient’s best interests.

In some practice settings, clients have accountsthat provide them with immediate access totheir records and other information posted bysocial workers or other organizations. In somepractice settings, it may not be appropriate forclients to have access to raw data without havingthe opportunity to consult with a social workeror other professional to help interpret theinformation and to provide supportive counselingas needed. For example, if a client completes anonline psychosocial instrument, the client mightmisinterpret the results or may react to troublingfindings. Social workers should develop andimplement policies to manage risks whileensuring adherence to client’s legal right of access.

Standard 3.09: Using Search Engines to LocateInformation about Clients Except for compelling professional reasons,social workers shall not gather informationabout clients from online sources without theclient’s consent; if they do so, they shall takereasonable steps to verify the accuracy of thefound information.

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InterpretationSocial workers gather information from a varietyof sources to perform their assessments, includingfrom family, schools, other professionals, andclients themselves. Client information discoveredon the Internet using search engines is differentfrom information that clients share directly withthe social worker. Before social workers gatherinformation from the Internet or other electronicsources, they should obtain the client’s informedconsent. Intentionally gathering informationabout a client through electronic means withoutconsent should only be done if there is anemergency situation or specific reason that theinformation cannot or should not be obtainedfrom the client directly or from third partiesdesignated by the client.

Social workers should respect the privacy ofclient information posted on online socialnetworks or other electronic media and notcommunicate with clients through these formatsor gather information about clients throughthem without the client’s knowledge andconsent. If a social worker unintentionallycomes across information about a client throughelectronic forms of communication, the socialworker should avoid reading or gatheringfurther information from this source once theidentity of the client becomes evident. Ifinformation about a client is unintentionallyaccessed through electronic means (for instanceon a social networking site belonging to anotherperson), the social worker should make thisknown to the client and discuss the implicationsof the social worker having this knowledge.

Exceptions to seeking client consent to gatherinformation online may arise in emergencysituations, for instance, when the client poses aserious, imminent risk to self or others, and theonly way to identify where the client is would beto search for information online. Even in suchcases, social workers should consider whether itis appropriate for them to search for client

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information online, or whether it would bemore appropriate for police, emergencyresponse teams, or other protective servicesprofessionals to do so. Social workers whosearch online for information about clients forcompelling professional reasons should includeproper documentation in the client’s record.

It is important to verify online informationgathered about a client. This may be done bycontacting the original source of the information,checking the accuracy of the information withthe client, or checking the accuracy of theinformation with other appropriate sources.

Standard 3.10: Using Search Engines to LocateInformation about Professional Colleagues When gathering online information aboutprofessional colleagues, social workers shallrespect colleagues and verify the accuracy ofthe information before using it.

InterpretationSocial workers may need to gather informationabout professional colleagues for a variety ofreasons, for instance to � find contact information to facilitate clientreferrals

� determine client eligibility for services� determine the credentials and experience ofcolleagues

� identify policies and practices of the colleague� gather information in relation to a potentialcomplaint or lawsuit concerning the colleague

When searching for information about a colleagueonline, social workers should take reasonablesteps to verify the accuracy of the informationbefore relying on it. To verify information, itmay be appropriate to contact the originalsource of the information that is posted or speakdirectly with the professional colleague. It mayalso be appropriate to confirm the accuracy ofthe information by checking other sources.

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Social workers should also pay attention to whois posting and monitoring information on theInternet. For instance, if information about acolleague comes from a professional associationor regulatory body that is responsible forreviewing professional conduct, the informationwould likely be more reliable than informationcoming from an anonymous source with nosystem for accountability or checks for accuracy.Social workers should be aware of the laws andregulations in their state about mandatedreporting of colleagues if a social worker discoversonline information about a colleague that violatesthe social work scope of practice or ethicalstandards. In such a situation, the social workermay have a legal obligation to report the colleague.

Social workers should avoid using technology topry into the personal lives of professionalcolleagues (for example, searching for informationthat is not pertinent to the work they are doing).Social workers should respect the privacy ofprofessional colleagues in relation to personalactivities and electronically accessible informationthat is not relevant to their professional services.

Standard 3.11: Treating Colleagues with RespectSocial workers who communicate usingelectronic tools shall treat colleagues withrespect and shall represent accurately andfairly the qualifications, views, and obligationsof colleagues.

Interpretation Social workers should adhere to strict ethicalstandards when they communicate with and aboutcolleagues using electronic tools, draw oncolleagues’ professional work, and reviewelectronic information posted by colleagues.Social workers should� abide by professional values and ethicalstandards when communicating with andabout colleagues, avoiding cyberbullying,harassment, or making derogatory ordefamatory comments

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� avoid disclosing private, confidential, orsensitive information about the work orpersonal life of any colleague without consent,including messages, photographs, videos, orany other material that could invade orcompromise a colleague’s privacy

� take reasonable steps to correct or removeany inaccurate or offensive information theyhave posted or transmitted about a colleagueusing technology

� acknowledge the work of and the contributionsmade by others and avoid using technology topresent the work of others as their own

� take appropriate action if they believe that acolleague who provides electronic social workservices is behaving unethically, is not usingappropriate safeguards, or is allowingunauthorized access to electronically storedinformation; such action may include discussingtheir concerns with the colleague whenfeasible and when such discussion is likely toproduce a resolution—if there is no resolution,social workers should report throughappropriate formal channels established byemployers, professional organizations, andgovernmental regulatory bodies

� use professional judgment and take steps todiscourage, prevent, expose, and correct anyefforts by colleagues who knowingly produce,possess, download, or transmit illicit or illegalcontent or images in electronic format

Standard 3.12: Open Access Information When information is posted or storedelectronically in a manner that is intended tobe available to certain groups or to the publicin general, social workers shall be aware of howthat information may be used and interpreted,and take reasonable steps to ensure that theinformation is accurate, respectful, and complete.

InterpretationFor information falling under open access toinformation laws for government entities, socialworkers may need to ensure that the data can be

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accessed by the public. Social workers should beaware of the digital footprint created by suchpostings, including the breadth of access and the period of time during which the informationmay be available (perhaps to all people, andforever). Given the broad and open access toelectronic information, social workers should beaware of the potential uses and misuses of thismaterial, and the potential for misunderstandingswhen people attempt to communicate humor,sarcasm, or emotionally charged opinions.

Standard 3.13: Accessing Client Records Remotely Social workers shall develop and followappropriate policies regarding whether and howthey can access electronic client records remotely.

InterpretationSocial workers may have or desire remote accessto electronic client records when they are awayfrom their organization or usual place of practice.They should be aware that accessing records fromremote locations may pose risks to client privacyand confidentiality. The use of unencrypted e-mailservers by a social worker to communicate withclients increases the risk of privacy violations andshould be avoided. Confidentiality risks mayincrease if a social worker accesses work-relatede-mail, text messages, voice mail, or otherelectronic messages from a nonwork computer,smartphone, or other personal electronic device.

Standard 3.14: Managing Phased Out andOutdated Electronic DevicesWhen an electronic device is no longer needed,is phased out, or is outdated, social workersshall take steps to protect their clients,employer, themselves, and the environment.

InterpretationSocial workers should recognize that technologychanges and various forms of software, hardware,devices, and information storage tools maybecome obsolete. When disposing of obsoleteelectronic devices, social workers should take

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steps to prevent data leaks and unauthorizedaccess to confidential information. Determiningthe appropriate safeguards may requireconsultation with information technologyexperts. When social workers dispose ofelectronic devices, they should follow currentenvironmental protection guidelines andrelevant statutes and regulations in theirjurisdictions related to record retention anddisposal of records and electronics.

Section 4: Social Work Education andSupervision

This section provides guidance on the use oftechnology to social workers who are involvedin the design and delivery of education andsupervision. Technology advances have greatlyexpanded opportunities for social workers todeliver education, training, and supervision in avariety of formats. Technology is used to deliversocial work courses and training and is a widelyused, evolving part of social work education.The use of technology in social work educationand training can enhance access, skill development,student engagement, and learning outcomes.Social work education includes undergraduate,graduate, and postgraduate programs, fieldinstruction, supervision, continuing education,and organization-based education. Socialworkers who use technology in social workeducation must adhere to standards related toonline and distance learning and education.Social workers who use technology for education,training, and supervision also ensure that studentsand supervisees are familiar with prevailingpractice, regulation, accreditation, and ethicalstandards pertaining to the use of technology.

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Standard 4.01: Use of Technology in SocialWork EducationSocial workers who use technology to designand deliver education and training shalldevelop competence in the ethical use of thetechnology in a manner appropriate for theparticular context.

InterpretationSocial workers who use technology forinstructional purposes should be familiar withtechnology-mediated tools that provide socialwork education in the classroom, field, andwithin workplace settings. Technology tools andinstruction can be used to deliver education intraditional, online, or hybrid formats. Whenappropriate, social workers who use technologyfor educational purposes should ensure thatstudents and trainees achieve the learningcompetencies and objectives of the educationalprograms as required by accreditation andregulatory bodies.

Social workers should examine the extent towhich education provided using technologyenables students to master core and essentialprofessional skills. Social workers who develop,design, and deliver education and trainingprograms using technology should� engage in appropriate education, study, training,consultation, and supervision with professionalswho are competent in the use of technology-mediated tools for educational purposes

� keep current with emerging knowledgerelated to the delivery of technology-mediated education

� consider pedagogical theory and research onthe use of technology, to make decisionsabout whether and how to use technology foreducational purposes

� create learning experiences to enable studentsuccess and develop social work competencies

� use student-centered instructional strategiesthat are connected to real-world practiceapplications to engage students in learning,

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such as peer-based learning, inquiry-basedactivities, collaborative learning, discussiongroups, self-directed learning, case studies,small group work, and guided design

� incorporate technology-based adaptivedevices in the curriculum to ensure deliveryof accessible services

� address cultural competency issues affectingthe use of technology in practice, such asstudents’ familiarity and comfort withtechnology; access to the Internet; languagetranslation software; and the use of technologyto meet the needs of diverse populations, suchas people with differing physical abilities

� use a range of existing and emergingtechnologies that effectively support studentlearning and engagement in the onlineenvironment

� facilitate and monitor appropriate interactionamong students

� promote student success by providing clearexpectations, prompt responses, and regularfeedback

� model, guide, and encourage legal, ethical,and safe behavior related to technology use

� assess students considering varying learningstyles, literacy levels, disabilities, access totechnology, and needs for accommodations(including possible use of adaptive andassistive technologies)

� ensure that students are competent to use theproposed technology in an effective andethical manner

� take appropriate steps to protect theconfidentiality of personal student informationin accordance with relevant laws and ethicalstandards

Standard 4.02: Training Social Workers aboutthe Use of Technology in PracticeSocial workers who provide education tostudents and practitioners concerning the useof technology in social work practice shallprovide them with knowledge about theethical use of technology, including potentialbenefits and risks.

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InterpretationSocial workers who teach students andpractitioners about ways to use technology insocial work practice should be knowledgeableabout effective and ethical use of technology.When appropriate and applicable, social workeducators should ensure that this information isincluded in classroom instruction and supervision.

Social workers who teach about the use oftechnology should address ways to adhere tobest practices in social work, including whetherand when technology is an appropriate way toprovide services, evidence of effectiveness,assessment and outcome measures, and ways toaccommodate individual learning needs andcultural diversity. Social work educators,practitioners, and students should developprotocols to evaluate client outcomes to expandknowledge that promotes ethical, effective, andsafe use of technology in social work practice.

Social work educators should teach students tothink critically about the potential benefits andrisks of using technology in social work practice.Key topics include the implications oftechnology for� establishing and maintaining meaningful andeffective relationships with clients and others

� maintaining confidentiality � developing risk management strategies inresponse to crisis situations

� developing a social media policy� using the latest technology software and appsin assignments and other learning activities todevelop skills for client assessment,intervention planning, service delivery,monitoring, and evaluation

� developing ways to monitor and assess clientprogress and outcomes

� complying with relevant ethical and legalstandards in social work (especially related toinformed consent, confidentiality, maintainingappropriate boundaries, termination ofservices, and documentation)

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Standard 4.03: Continuing EducationSocial work educators who use technology intheir teaching and instruct students on the useof technology in social work practice shallexamine and keep current with relevantemerging knowledge.

InterpretationSocial work educators should keep current withdevelopments related to the use of technologyto teach, supervise, and practice social work.Social workers should review relevant professionalliterature and attend relevant continuingeducation classes, seminars, workshops, webinars,and other in-person and online courses andworkshops. When examining research evidence,social workers should give precedence toresearch that meets prevailing professionalmethodological and ethical standards.

Standard 4.04: Social Media PoliciesWhen using online social media for educationalpurposes, social work educators shall providestudents with social media policies to providethem with guidance about ethical considerations.

InterpretationWhen using social media for educational purposes,it is important for students to understand howto use social media in a professional manner.The type of language, personal disclosures, andways of communicating that students use forpersonal purposes may not be appropriate forthe classroom or professional social workpurposes. Social work educators should informstudents about organizational policies and relevantstandards related to confidentiality, demonstratingrespect, academic integrity, copyright andplagiarism, maintaining appropriate boundaries,and upholding other social work ethical standards.

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Standard 4.05: Evaluation When evaluating students on their use oftechnology in social work practice, social workeducators shall provide clear guidance onprofessional expectations and how online tests,discussions, or other assignments will be graded.

InterpretationFor some online assignments and tests, gradingmay be similar to grading for traditionalassignments. However, students may not befamiliar with the criteria for grading for certaintypes of assignments using various forms oftechnology. For instance, if students are expectedto participate in online discussions, to postinformation or opinions on social media, or touse PowerPoint software to develop grouppresentations, they should be informed of thespecific criteria that will be used to evaluatetheir performance.

Standard 4.06: Technological DisruptionsSocial work educators shall provide studentswith information about how to managetechnological problems that may be caused byloss of power, viruses, hardware failures, lostor stolen devices, or other issues that maydisrupt the educational process.

InterpretationSocial work educators should prepare themselvesand their students for the possibility oftechnological disruptions. For instance, if thereis a technological failure during a class taughtusing live video, students may be instructed to usea teleconference as a backup or to participate ina rescheduled class. If students are supposed tocomplete an online test or assignment, but thetechnology is not permitting them to do so bythe due date, students should know how toadvise the professor or technology assistantsabout the problems.

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Standard 4.07: Distance EducationWhen teaching social work practitioners orstudents in remote locations, social workeducators shall ensure that they have sufficientunderstanding of the cultural, social, and legalcontexts of the other locations where thepractitioners or students are located.

InterpretationTechnology enables educators to teach studentsand social workers in different communities,states, and countries. Social workers shouldensure that they have the knowledge, skills, andawareness to provide education that is culturallyappropriate for the locations where students andsocial workers are learning and working. Socialwork educators should be knowledgeable aboutthe cultures of the students and the clients whomthe students may be serving. To enhance culturalcompetence, educators may consult with locallytrained social workers when developing theircurricula to better address local challenges withculturally appropriate interventions.

Standard 4.08: Support Social work educators who use technologyshall ensure that students have sufficientaccess to technological support to assist withtechnological questions or problems that mayarise during the educational process.

InterpretationWhen students and social workers use technologyfor educational purposes, they may experiencechallenges, particularly when they are firstlearning to use the technology and in situationswhere the technology fails to work. Educatorsshould provide students with information onhow to access help to preempt and resolveproblems with technology.

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Standard 4.09: Maintenance of AcademicStandardsWhen social work educators use technology tofacilitate assignments or tests, they shall takeappropriate measures to promote academicstandards related to honesty, integrity, freedomof expression, and respect for the dignity andworth of all people.

InterpretationWhen using technology, educators may faceunique challenges ensuring that students maintainappropriate academic integrity. For instance,when students submit assignments or tests online,educators should take precautions to ensure thatassignments or tests are submitted by the studentsthemselves, they submit original work, and theyhave not been assisted by others (unless workingwith others is part of the assignment). Whenfacilitating online discussions among students,educators should provide students with guidanceon how to communicate in a professional manner,including how to maintain appropriate professionalboundaries and how to use respectful language.

Standard 4.10: Educator–Student BoundariesSocial work educators who use technologyshall take precautions to ensure maintenanceof appropriate educator–student boundaries.

InterpretationWhen using technology to communicate withstudents, some social work educators use personaldevices or accounts. This may facilitate moretimely and convenient communication. Also, theeducational institution or setting may not provideeducators with devices or sufficient technology.

To maintain appropriate boundaries withstudents, social work educators should� determine whether the policies of theeducational institution or setting permit theuse of personal devices or accounts

� determine whether it is ethical and appropriateto use personal technological devices and

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accounts for professional educational purposes� assess and manage the risk of educators usingpersonal mobile devices, which includesmaintaining confidential student records onthe device, the risk of losing the device or thedevice being stolen, downloading a virus ormalware, shared use of the device with familyor friends, and the use of unsecured Wi-Finetworks

� provide clear policies on appropriate methods,expectations, and times for using technologyto communicate with educators and fieldsupervisors

� model appropriate professional boundaries inall online communications with students

� educate students about the risks of online dualrelationships

Standard 4.11: Field InstructionSocial workers who provide field instruction tostudents shall address the use of technology inorganizational settings.

Interpretation When appropriate, field instructors shoulddiscuss with students� the ways in which technology is used inorganizational settings

� the importance of protocols to ensure accessto secure electronic records in the event of asocial worker’s field placement termination,incapacity, or death

� similarities and differences between theschool’s and organization’s social media policies

� appropriate use of personal and professionalsocial media considering its potential impacton clients, students, colleagues, employers,and the social work profession

� ways to comply with relevant laws, regulations,ethical standards, and organizational policies toensure protection of confidential information

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Standard 4.12: Social Work SupervisionSocial workers who use technology to providesupervision shall ensure that they are able toassess students’ and supervisees’ learning andprofessional competence.

InterpretationSome social workers use technology to providesupervision in a timely and convenient manner.When using technology to provide supervision,social workers should ensure that they are ableto assess sufficiently students’ and supervisees’learning and professional competence andprovide appropriate feedback. Social workersshould comply with guidelines concerningprovision of remote supervision adopted by thejurisdictions in which the supervisors andsupervisees are regulated. Social workers whoprovide remote supervision should comply withrelevant standards in the NASW Code of Ethics,relevant technology standards, applicablelicensing laws and regulations, and organizationpolicies and procedures.

Glossary

This glossary contains definitions of key termsused in this document that are relevant to thesepractice standards, including terms related tothe use of electronic technology in various areasof social work practice.

App An application or software that is downloadedonto mobile devices to perform a specific function.

Boundary ConfusionFailure to recognize the psychologicaldistinctiveness of individuals or confusion ofinterpersonal roles.

Client The individual, family, group, organization, orcommunity that seeks or is provided withprofessional social work services.

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Clinical Social Work The professional applications of social work theoryand methods to the treatment and prevention ofpsychosocial dysfunction, disability, or impairment,including emotional and mental disorders.

Cloud A remote platform for storing and accessingsoftware (applications) and data through theInternet rather than through a direct connectionto a local server or personal computer.

Confidentiality A principle of ethics according to which the socialworker may not disclose information about a clientwithout the client’s consent. This informationincludes the identity of the client, content ofcommunications, professional opinions aboutthe client, and material from records.

Digital Footprint Trails or traces of data that may be stored withoutthe original user’s knowledge or consent (forexample, Internet protocol addresses, cookies,browsing history, metadata, and other informationthat may or may not include identifying dataabout the user). Also referred to as digitalshadow or cyber shadow.

Electronic Communication Using Web sites, mobile phones, e-mail, texting,online social networking, video, or other electronicmethods and technology to send and receivemessages, or to post information so that it canbe retrieved by others or used at a later time.

Electronic Social Work Services The use of computers, mobile phones, videotechnology, and other means of communicationand information, acquisition, transmission, andstorage used on the Internet and with othertechnology to (a) provide information to thepublic; (b) deliver services to clients; (c) gather,manage, and store information about clients; and(d) educate, supervise, and train social workers.

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EncryptionThe process used to protect the privacy ofelectronic transmissions of information byconverting the information into a code(preventing unauthorized people from gaining access to the information).

Health Insurance Portability and AccountabilityAct of 1996 (HIPAA) A set of federal standards that protect electronichealth information through the implementationof privacy and security rules and the establishmentof electronic transactions and code sets.

Malware Malicious software (electronic program) that isdesigned to destroy data or harm the functioningof computers or other electronic devices.Examples include trojans, viruses, and worms.

Netiquette Norms or behavioral guidelines concerningappropriate or acceptable ways to engage incommunication using the Internet, online socialnetworking, e-mail, chatrooms, or other formsof electronic communication (for example, whattype of information may be shared or posted,how often and when it should be posted, whattype of language is acceptable, who may post orshare information, who may have access to theinformation). Some forms of communicationthat may be deemed inappropriate includespamming (sending large numbers of messagesthat recipients may view as junk) and flaming(publicly criticizing someone for the purpose ofembarrassing the person).

Online Social Networking Use of electronic programs that allow individuals,groups, organizations, and communities to connectwith each other and share information. Theinformation may be in the form of electronicmessages, photographs, artwork, videos, audiorecordings, or other forms of communication.

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Pedagogical TheoryThe study of the theory and practice of education.

Practice Setting The organizational context in which a socialworker practices (for example, independentpractice, publicly funded agency, nonprofitagency, for-profit agency, school, hospital,nursing home, hospice program, residentialprogram, military base, prison, communityorganization, or government agency).

Practice Standards Benchmarks that describe the services that socialworkers should provide, that employers shouldsupport, and that consumers should expect.Practice standards reflect current and emergingbest practice trends and are a critical componentof the professional social worker’s toolkit.

Risk Management The practice of ethical, competent social workservices and accurate documentation of practicedecisions and interventions to protect clientsand prevent litigation and ethics complaints.

Security The protection of hardware, software, and datathrough physical forms of protection (forexample, locks, doors, padded cases,waterproofing) and electronic forms ofprotection (for example passwords, firewalls, andencryption).

Social MediaComputer-mediated technologies that allow forthe sharing of information, ideas, and other formsof communication through virtual communitiesand networks.

Social Work EducationThe formal training and subsequent experiencethat prepare social workers for their professionalroles. The formal training takes place primarily inaccredited colleges and universities and includes

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undergraduate, graduate, and postgraduateprograms, field instruction, supervision, continuingeducation, and organization-based education.

Substantial EquivalencyDemonstration that a state’s licensure iscomparable to that of other jurisdictions.

Technology Any electronic device or program that may beused to communicate, gather, store, analyze, orshare information (for example, computers, mobilephones, tablets, facsimile machines, smartwatches, monitors, Web sites, social networkingapplications, and computer software).

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American Telemedicine Association. (2013, May).Practice guidelines for video-based online mentalhealth services. Retrieved from www.americantelemed.org/docs/default-source/standards/practice-guidelines-for-video-based-online-mental-health-services.pdf?sfvrsn=6

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Family Educational Rights and Privacy Act of1974, P.L. 93-380, § 513, 34 CFR 99 (August 21,1974). Retrieved from www2.ed.gov/policy/gen/guid/fpco/pdf/ferparegs.pdf

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