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How AI support helps caseworkers stay present in meetings
Vänersborg Municipality uses Lifecare AI Conversation Support to improve the quality of conversations and documentation in its social services for children and families.
Quality in the documentation and quality in the conversation.
Emil Zingmark, Head of Digital Development and System Administration, Social Services Administration
The challenge
Conversations with individuals are central to social services for children and families. At the same time, caseworkers need to capture what is said and document it accurately in the case management system. When they take notes during a conversation, their attention is divided between the person and the notes.
Vänersborg Municipality saw an opportunity to reduce the administrative burden and make it easier for caseworkers to be present, listen and ask relevant follow-up questions. The aim was to provide practical support with documentation, not to replace the caseworker’s professional judgement.
The solution
Lifecare AI Conversation Support helps caseworkers capture the content of a conversation and use it as a basis for documentation. The caseworker records the conversation in Lifecare Family Care, the case management system used by the municipality for documentation and case handling. AI is used to transcribe the recording into text and create a summary. This means the caseworker does not need to take as many notes while the person is speaking and can instead focus more fully on the conversation.
Afterwards, the caseworker can review the transcript and summary, verify details and edit the material before relevant information is transferred to the formal documentation in Lifecare.
The caseworker decides what should be documented and remains responsible for the final documentation. The material is reviewed and actively saved before it becomes permanent. The functionality does not make any decisions.
The functionality is integrated with Lifecare and follows the system’s access permissions. Personal data and documentation are handled within Lifecare, while parts of the processing take place temporarily within the EU/EEA.
Benefits at a glance
Results from the first pilot phase
The early quality improvements were most apparent in greater presence during conversations, more active and attentive listening, and more relevant follow-up questions. It also became easier to go back and check details. The summary was often felt to include more detail than a caseworker would normally have time to document themselves.
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More presence in conversations
Caseworkers need to write less during conversations, giving them more opportunity to maintain eye contact and ask relevant follow-up questions.
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Better documentation quality
Transcription and summaries make it easier to capture details and revisit what was actually said.
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A more confident way of working
Caseworkers are supported in capturing important information and can check the material before saving it as documentation
You capture what needs to be captured. It can give you greater confidence in your professional role, knowing that you have carried out a good assessment or had a good conversation and produced good documentation.
Emil Zingmark
Implementation
The municipality began its work in May 2026 with a process coordinator, a system administrator and two caseworkers. The feature was then introduced step by step across the adult services team, family services team, children and youth team, and financial assistance services.
The first users acted as ambassadors, and their experiences helped spark interest among more caseworkers. At the time of the interview, around ten caseworkers had been introduced to the feature. The aim is for all caseworkers, around 40 in total, to use it.
The municipality started on a small scale to ensure that access rights were set up correctly and to establish a good way of working. The next step is a broader rollout and systematic follow-up on quality and efficiency.
About the customer
The new feature is used in Vänersborg Municipality’s social services for children and families. The work is carried out in collaboration between the Social Services Administration and the Digital Development and System Administration unit. Caseworkers across several service areas use the solution in Lifecare Family Care.
From pilot to established practice
For the municipality, technology is only one part of the change. Long-term value also depends on how the working methods are designed and followed up. Once more caseworkers have used the feature, the municipality plans to assess the quality of the documentation and whether it becomes easier to pick up cases and conversations again, for example when another caseworker needs to take part in the ongoing assessment and familiarise themselves with the case.
The municipality looks forward to further development of the workflow, including the ability to transfer material to the case record with a simple button press and to use the feature in more parts of the process.
Support for professional conversations
The experience so far is that the value is not just about automating caseworkers’ work. It is about making it easier to listen, understand, ask the right questions and document what matters.
For municipalities considering AI in social services, this example shows the value of starting close to frontline work, using existing systems and keeping the user in control of the final documentation.