“Working conditions and impact of AI & Digitalisation in social services” - IWorCon Final Conference

On 6 February 2025, project partners and representatives of employers’ organisations, trade unions, social services providers and research institutions came together for the final conference of the IWorCon project.

IWorCon aims to improve the working conditions in the social services sector, reinforce its attractiveness and further build the capacity of employers’ organisations.

The conference presented and discussed the main project outcomes, including recommendations on risk prevention and wellbeing at work, and guidance on building and managing effective employers’ organisations in social services. 

Additionally, the event also launched a discussion the role of digital tools and AI in social services, providing an overview of existing solutions, exploring potential implementations, and examining both the opportunities and challenges associated with AI adoption in the sector.

Opening

Michaël De Gols, Director UNISOC, welcomed the over 50 conference participants at the Belgian National Labour Council, the place where Belgian social partners come together to discuss and negotiate collective agreements.

Mathieu de Poorter, Economic Advisor UNIPSO and IWorCon coordinator, reminded of the project’s objectives and set the stage for discussions.

Project outcomes

Sylvain Renouvel, NEXEM (France), presented the 10 recommendations developed by project partners for improving working conditions in social services. These focus on risk assessment, prevention, and workplace well-being. A summary report is available in English, Finnish, French, German, Greek and Spanish.

Diana Chiriacescu, Director at FONSS (Romania), presented the newly published guide on building and managing effective employers’ organisation in social services. Developed through study visits to employers’ organisations in six countries, the guide covers topics such as governance and strategy, membership, financing, social dialogue, communication and representation. The guide is available in English, Bulgarian, Greek, Polish and Romanian.

Digital Tools & AI in Social Services

After the presentation of project outcomes, participants explored how AI and digitalisation are already shaping the sector:

  • Alice Demaret (FARI – AI Center for the Common Good, Belgium) introduced FARI, a research hub fostering discussions on AI for the public good, including ethical considerations.
  • Lynn Grijsen (Actiz, the Netherlands) outlined how the Dutch social services sector uses digital tools and AI for record-keeping, reporting, documentation, and work scheduling. She emphasised the need for:
    • A sector-wide AI vision
    • Investment in AI knowledge and skills
    • A strong digital infrastructure
  • Timo Heiskala (Autism Foundation Finland) showcased an AI-powered staff scheduling tool that allows employees to input their preferences via an app. The system ensures that 95% of employee preferences are met, automating 90% of the planning work for supervisors.
  • Seb Barker (Magic Notes, UK) introduced an AI tool that records and analyses face-to-face meetings, providing automated follow-up actions. This significantly reduces administrative workload, allowing social care workers to focus on core care activities and improving job satisfaction and retention.
  • Kalianne Farren (EASPD, Belgium), presented the Care4Skills Training Programme, designed to equip long-term care workers with the skills needed for person-centred care and digital technology adoption.

Working Group Discussion

Participants engaged in three working groups to explore key challenges and opportunities in digitalisation and AI adoption.

Group 1: Reducing Administrative Burden Through Digitalisation & AI

Key takeaways:

  • The purpose and benefits of digital tools must be transparent to workers.
  • Freed-up time from digitalisation should be reallocated to human interaction.
  • Workers’ concerns and fears about AI should be taken seriously.
  • Ethical considerations must be addressed.

Group 2: Improving Staff Well-being Through Digital Tools

Key takeaways:

  • Trust is essential—digital transformation requires reliable, transparent, and ethical implementation.
  • Prerequisites for AI adoption:
    • a proper needs assessment in close dialogue with the ones who are going to work with the tool or application
    • consent of staff and (if applicable) clients.
    • a bottom-up approach for implementing.
    • the need of education, training and skilling with special attention to GDPR and (cyber)security.
    • Implement change management strategies for fundamental shifts

    Group 3: Workforce Training & Upskilling for a Digital Future

    Key takeaways:

    • The adoption of AI in social services is inevitable.
    • Transparent communication is key – workers need to understand the purpose and process of digitalisation.
    • Managers play a crucial role in AI adoption and should act as “ambassadors” for change.
    • Define the skills needed for the digital transition and cooperate with education and training providers to address the workforce skills needs.

    Closing

    Samantha Howe (EPSU) and Sylvain Renouvel (Social Employers) concluded the conference by thanking all partners, speakers, and participants. They emphasised the importance of applying the project’s outcomes in practice to continue improving working conditions and making jobs in the sector more attractive.

    Supporting documents

    For more information on IWorCon, visit:

    https://www.socialemployers.eu/iworcon/