This study explores the adaptation to automation in social services, focusing on organizational challenges and skill dynamics to enhance workforce competencies. Using a sociotechnical systems perspective, it examines social workers’ responses to implementing robotic process automation for decision-making. The analysis highlights a shift towards high-skilled labor, requiring advanced digital and interpersonal skills that can lead to job polarization and routine task automation. Key organizational challenges include resistance to automation, ethical considerations, and the need for effective communication and training. These findings emphasize the complexity of integrating automation in the public sector, necessitating transparent and inclusive strategies to build trust among employees and clients. Additionally, the study highlights competence challenges in ‘shrinking’ municipalities, pointing to the need for continuous skill development and organizational restructuring amidst technological advancements.