Unfortunately after a few years in the job many social workers either have to develop a thick shell or they burn out completely. They are usually grossly overworked, and see cases if not quite this bad then still pretty dreadful every day, with up to 30 cases each to deal with.
The required paperwork is very heavy with every interaction needing to be formally recorded (even failed calls or attempted visits where no contact was made), regular case reviews with their boss and other involved workers, pathways plans to be written, and & all notes and documentation added to the system. And this is without the actual visits, calls, or any other actions that are needed to be carried out.