Due to COVID-19, various non-face-to-face social services have emerged. However, it is reported that such non-face-to-face social services are more difficult for older adults than other age groups, but studies are lacking on this. The authors conducted researches on the provisions of non-face-to-face services for older adults by the social service providers, and analyzed the obstacles to service introduction and countermeasures for improvement. FGI and surveys were conducted targeting the providers of social services for older adults. Also, an experiment was carried out on the effectiveness of remote counseling of older adults.
Based on the research results, suggestions were made as follows on the effective provisions of non-face-to-face social services for older adults and necessary policy directions: First, the purpose of non-face-to-face services should be to enhance communication among people. Service effectiveness also depends on the level of active communication. Second, it is necessary to activate non-face-to-face services to improve accessibility and expand the number of users as flexible services can improve participation and engagement. Third, policy support to providers and users is needed for physical infrastructure such as devices and communication environments. Development of software and guidance customized for older adults are also necessary.