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Point: Automation and the Practitioner–Client Relationship

Ten years ago, few human service organizations were automated. Today, many are and in the next century all will be. In order to meet new minimum standards of functioning and accountability and to survive the next century, human service organizations have found it necessary to automate. Human services professionals also recognize the additional pressures on practitioners and practitioner services. The increasing severity, complexity, and frequency of client problemsespecially the problems of families-are creating burdensome case loads. Moreover, therapists spend an increasing amount of time on management tasks (for example, monthly reports or statistical analyses) and salaries of human services practitioners remain low compared with other professional salaries. These and other pressures threaten to reduce the quality of services to clients, to cause practitioner burnout, and to reduce the amount and quality of time spent with a client. Automation can help reduce these pressures and improve quality of service. It can serve as an effective therapeutic tool. It can also enhance the practitioner-client relationship. However, problems can arise in automating an agency; these must be considered.