Diakonie sees disadvantages of digitalization in job centers

Diaconia Saxony is increasingly concerned about the digital transition in job centers. Although the digitalization of administration offers many opportunities, it threatens to increasingly exclude socially disadvantaged people from access to important benefits, according to Diakonie.

"We welcome the modernization of administration if it actually leads to greater efficiency and transparency," explained Diakonie boss Dietrich Bauer. The ability to automatically confirm documents and access them at any time is real progress - at least on paper: "But in reality, many people seeking help fail at the first hurdle, namely logging in and registering for the digital portals."

Counselling centers compensate for system gaps

According to Diakonie, employees from its own counselling centers report that online access is not manageable for many clients without support. Access to the systems is often complex and, in many cases, technical support is not available even for the specialists.

Particularly affected are people who do not have suitable digital devices, sufficient knowledge of how to use the apps or the necessary email address, they said. Language barriers or a lack of financial resources also mean that they cannot easily apply for the benefits to which they are entitled.

"Many people seeking help are also unable to use the app due to a lack of credit or power cuts," explains Marcus König, team leader of a youth advice center at the Vogtland Diaconal Counseling Center.

Diaconia calls for socially just digitalization

Diaconia is calling for the digital transformation in the social sector to be designed in such a way that no one is left behind and the advice centres are not further overburdened. "Digitalization is not an end in itself. It can make life easier for many people - but only if it is implemented in an understandable, easily accessible and supportive way."

Diaconia is the social service of the Protestant church. In Saxony, more than 27,000 full-time employees work in around 2,000 outpatient and inpatient services such as care homes and welfare centers, workshops for people with disabilities, counseling centers and daycare centers.