Reclaiming complexity: beneath the surface in residential child care

ABSTRACT

Residential child care is an inherently distressing and multi-layered endeavour undertaken by staff who are often poorly trained and supported. In addition, the children, and the adults who care for them, can provide a convenient receptacle for the split off negative feelings of professionals, politicians and the public. The complexity and difficulty of this work is often unrecognised and a simplistic response based on a programmatic, behavioural framework, reinforced by performance-based management and an audit culture, is common. This paper argues for the usefulness of a different approach, drawing on psychoanalytic and open systems thinking, to provide a more nuanced understanding of what is happening in these volatile settings that can guide interventions which match the complexity of the work. Alongside advocating the use of key psychoanalytic and systems concepts to improve understanding, it argues for the importance of providing a containing and reflective environment for staff.     

Happy Doing Good? How Workers' Career Orientations and Job Satisfaction Relate in Grassroots Human Services

ABSTRACT

Job satisfaction has long been a focus of human services managers and researchers. Yet recent trends in what workers want from their jobs and careers may challenge the current understanding of this important phenomenon. There is limited understanding, in particular, of human services workers' potentially diverse orientations toward their work and how those preferences relate to job satisfaction. These factors are considered using unique data from a population of domestic violence agencies. Results show that newer human services employees report valuing opportunities for entrepreneurialism at work more than their veteran coworkers, while senior staff state stronger preferences for jobs that facilitate work-life balance. Across all employees, a preference for work seen as advancing a social cause is positively linked to job satisfaction, while a desire for job autonomy is negatively related to satisfaction. Finally, the work-life balance preferences only of newer staff are positively related to their satisfaction. The article concludes with a discussion of strategies for managing employees' multidimensional preferences for work.     

Intranet effectiveness: a public relations paper-and-pencil checklist

While Intranets have achieved considerable prominence in larger organizations, and claims have been made for their impact in the business press, there have been few serious academic attempts to measure managerial perceptions of their effectiveness. This paper describes a process directed at developing a simple paper-and-pencil checklist to assess Intranet effectiveness. Using the inputs from a large, international on-line focus group of Intranet experts, items were generated for initial testing. A scale purification process resulted in the distillation of a 15-item checklist to measure Intranet effectiveness, particularly in a public relations context. The checklist demonstrates acceptable psychometric properties. The three dimensions of Intranet effectiveness are identified as operations, culture, and facilitation. The article concludes by identifying managerial applications of the checklist, recognizing the limitations of the approach, and identifying areas for future research.     

PROMOTING SCHOLARSHIP THROUGH DESIGN

How can new media positively transform scholarly practices? One possible way is for scholarly archives such as e-journals and digital libraries to better support the needs and practices of their users, instead of the publishing process. This article examines what it might mean to promote cognitive and social aspects of 'scholarship' through innovative archive design. Design requirements for supporting both scholarly tasks and scholarly communities are derived by analysing existing cognitive and social theories. A theoretical framework for guiding archive design is introduced: the contextually enriched document framework. This framework suggests that: document interfaces should enable practitioners to progressively enrich documents with important contextual information arising from social processes; and archive managers should engage in proactive practices to facilitate use and assist practitioners in realizing the benefits of the new technology. Both the design requirements and the framework are illustrated with examples from an existing electronic journal - The Journal of Interactive Media in Education .     

Professional discretion and length of work experience: what findings from focus groups with care managers in elder care suggest

ABSTRACT

Research has explored how care managers in elder care – who often function as ‘street-level bureaucrats’ – regard professional discretion. The way in which length of work experience affects care managers’ use of professional discretion remains, however, unexplored. This article present findings from 12 focus groups with 60 care managers. By bringing attention to how care managers experience the needs assessment process, this article sheds light on how these ‘street-level bureaucrats’ struggle when they try to balance their clients’ needs against institutional frameworks and local guidelines. Length of work experience seems to play a role in how care managers claim to use professional discretion. Experienced care managers describe how they deviate from the guidelines at times in order to create an increased scope of action in their decision-making process. Those with less time in the profession describe greater difficulties in this respect. Findings suggest that research should explore if length of work experience plays a role in the actual way in which care managers assess needs and make decisions. As such, they contribute to our understanding of how needs assessment processes are navigated by professionals while also pointing towards the nature of professional discretion in gerontological social work.     

Supervision and mentoring in child and family social work: The role of the first-line manager in the implementation of the post-qualifying framework

This article examines how the support needs of candidates undertaking CCETSW's Post-qualifying awards may impact on traditional supervision as provided to child and family social workers. Based on pilot research which underpinned the University of Leicester's 'Post Graduate Certificate in Supervision and Mentorship (Child Care) by Distance Learning', this article describes how a small sample of social workers, first-line managers, staff development officers and senior managers, view the functions of supervision in their agencies, and what they think about the involvement of line managers in the process of mentoring and assessing staff working towards further qualifications. It is suggested that there may be difficulties associated with line managers acting as mentors, such as conflict of interest, lack of objectivity and inadequate preparation and training, but that such difficulties should not obscure the potential benefits. A key benefit involves line managers having an opportunity to refocus on the developmental and supportive aspects of supervision that may have been eroded over recent years in favour of a narrower, more managerial approach. The article concludes that, although the implementation of the PQ framework presents many challenges in relation to the role of the first-line manager, it has the potential to create work-place cultures of a more developmental and professional nature, which ultimately works to the advantage of those who use social work services.     

Women bankers in black and white: exploring raced,classed and gendered coalitions

ABSTRACT

Black women constitute the majority of the population but they lag significantly behind white women and other groups in their participation in the labour market. Intersectionality requires that we recognise the differences in experience between black women and white women. This is not for the purposes of what some have called the “oppression Olympics” but to research the stratifications of social asymmetries in a manner that allows for an understanding of the complexity of inequality. Based on interview data and observations, we use employment equity discourses to explore the differential positions of black women and white women managers in a major bank’s headquarters in Johannesburg, South Africa. A historical analysis of black women and white women’s experience illustrates the systemic and institutional aspects of intersectionality as well as the difficulties in forming coalitions between black women and white women. In the final analysis we argue that the mutual advancement of women requires historicisation and renewed commitment to partnerships to eradicate sexism and racism.     

SOFTWARE REVIEWS

ABSTRACT

This report outlines the components of wiki technology and its possible applications in the human services. Wikis have the potential to manage the detailed internal and external information and knowledge that is ubiquitous in the human services. For example, a wiki would be an ideal tool to store the knowledge of how things actually work in agencies with high staff turnover or many retiring of baby boomers. Wikis offer the opportunity for veteran staff to disseminate their expertise by hyperlinking knowledge about a certain operation to other operations or procedures. Furthermore, since wikis can be updated by all users, the knowledge can be easily and instantly updated as the human services environment changes. Wikis also offer the capacity to track and manage user changes. The report describes a specific external wiki application for capturing and disseminating community referral information.     

Creative solutions: Innovative use of the arts in mental health settings

A recent study of occupational stress on the unit (Clare, 2004) highlighted that staff valued the importance of the socialization process in reducing their stress levels. This process incorporates the need for peer support and acceptance, and an understanding of what is expected of them (e.g., roles and responsibilities), supported by a culture of learning, problem solving, and working together. This process is similar to the approach taken by the arts project in nurturing ideas and initiatives in a safe, respectful way. It is apparent that the arts project has been more than just a creative activity; it has had wider implications for both staff and service users in reducing stress. It has: * Enabled staff retention. In fact, there is a waiting list of nurses wishing to work on the unit. * Reduced incidents of damage to property. * Reduced use of p.r.n. medication. * Enhanced the good reputation of the service, which is often commented on by visitors to the unit. The arts project promotes well-being and lifelong learning for the ward community through meaningful engagement in creative activity.     

Sacred time: Ensuring the provision of excellent supervision

In this study, the authors explore the beliefs and attitudes regarding what constitutes “excellent supervision” from the perspectives of frontline workers and supervisors employed by one voluntary services organization in Northern Ireland. Several themes emerged from focus group narratives, regardless of participants’ agency position, and a concept map provides an understanding of the relationships of the identified themes. This study reflects the important role of organizational context and culture in relation to staff’s ability to provide excellent supervision, as well as in sustaining organizational change efforts regardless of organizational setting. The potential of peer and/or group supervision to address improving staff support with limited resources is also suggested.     

Gender and dependency in psychotherapy

Abstract

Gender is central to our understanding of ourselves, our actions in the world, how we feel about ourselves and others, what we conceive of as being possible for ourselves, even what we believe it is likely or possible for us to feel, and how we describe what we feel. and yet its importance is something we take for granted without examination. Like the force of gravity, we live with the effects of gender without retaining much conscious awareness of how it constantly affects the way we live our lives.

In this paper I focus on the importance of incorporating into our work as psychotherapists a consciousness of how gender acquired in the early mother-child relationship constructs aspects of a girl's psychic structure. The current construction of femininity means that girls and women are highly defended against their desires desire for dependency and desire to initiate. This phenomena has implications for treatment.     

A Feminist Approach to Exploring the Intersections of Individuals,Families, and Communities

Abstract

It is important for social workers to use contextual understandings to guide their work with client systems, particularly those whose life experiences fall under the umbrella of diversity. Thus, integrating women's perspectives/voices directly into the study of their lives is one way to more accurately understand lesbians, whose experiences as women, as partners, and as mothers may be misinterpreted without their own perspectives to guide understanding. This paper presents a model for research that utilizes an eco-systemic perspective, including eco maps and genograms, to collect and organize data. This model is a natural extension of social work interview and assessment techniques, and can illuminate respondents' diverse experiences as well as the socio-cultural environments in which these experiences are embedded.     

Data-Mining Client Concerns in Adolescent Mental Health Services

Summary

Via a practice-based research collaboration, clinicians, supervisors, and managers in an urban adolescent mental health program studied previously collected intake information concerning adolescent risk exposures, behaviors, worries, and self-assessed coping. In addition, desire to talk with a mental health counselor about specific risks and worries was systematically analyzed with the aim of generating practice insights into the clinical challenge of engaging urban adolescents in mental health services. Though provided with research consultation, practitioners were full participants in all aspects of the researchprocess. This organizational development process placed strains on the participants and organization, but many benefits were derived from it. One significant benefit was that mining the expressed concerns of clients gave participants a powerful vehicle for reshaping services. The organization came to see its clients as more than mere service recipients, resulting in a recommitment to Youth Development principles and a renewed effort to increase direct client participation in organizational life.     

Posttreatment 12-Step Program Affiliation and Dropout: Theoretical Model and Qualitative Exploration

ABSTRACT

Treatment outcome research has repeatedly demonstrated that involvement in twelve-step (TS) programs (e.g., Alcoholics Anonymous or Narcotics Anonymous) following treatment is associated with improved substance use outcomes. Treatment providers widely encourage TS program attendance during treatment and for aftercare; yet, evidence suggests that minimal and sporadic attendance or complete dropout is the more common occurrence. Providers would benefit from knowledge that would contribute to a greater understanding of factors that influence posttreatment TS program affiliation or dropout to guide treatment strategies. This article reviews the literature on TS affiliation, advances theory and a model to explain affiliation, and reports findings from a qualitative research study focused on understanding what people in TS facilitative treatment report as good (the pros) and not so good (the cons) about TS program involvement. Results suggest that unresolved ambivalence as well as socio-cultural barriers to support contribute to poor TS program utilization.     

'He's not my carer—he's my husband': Personal and policy constructions of care in mental health

This paper is based on empirical research into the skill needs of care managers and examines the legacy of care management and the effect that 'new managerialist' approaches have had on care management work. The concept of emotional labour is used in context and applied to the work of care managers where the ultimate aim is quality outcomes for users of services. The paper argues that recognising the validity of the concept of emotional labour in context relates to the need for a greater acknowledgement of the skills required by care managers. 'Soft skills' that involve improving own learning and performance through reflection, problem solving and working with others are the key skills required for complex care management work. A rationale is made for reconsidering competency approaches to training in favour of continuing professional development. A preferred approach is one that emphasises both the personal and professional aspects of learning and the social world of the learner.     

Decision-making about the adoption of information technology in social welfare agencies: some key considerations

Government and non-government social welfare agencies have invested heavily in information technology, such as electronic information systems (IS) but evaluations have shown that they may undermine rather than support frontline practice. In this article, the findings of research in which senior managers and information technology managers were asked to reflect on why a particular application failed to achieve its aims are presented. The insights they provide can be used to guide future decision-making about the adoption of information technology.     

Noise analysis in professional office chairs

The noise caused by the movement of users on their chairs in the work environment may indicate structural weaknesses and risk, and still significantly reduce productivity by increasing employees stress level. By understanding the activities to be developed in a work place one may understand what should be necessary to a good development, thereafter a search for improvement of labor activity with the aim of better use of resources in the operation of product use may be done. The analysis of the incremental variation of noise in professional chairs aims to identify its origin and the time the emission of noise starts during the period of use, its development and the major causative agents. Determining the characteristics of the sound of different materials and adjustments mechanisms of the chair can determine how different materials interact with each other. The measurement of these noises in an acoustic isolated room using directional microphones, if recorded and analyzed properly makes it possible to investigate and orientate to suspect elements in order to propose solutions and identify the quality of other similar chairs. Based on the results recommendations can be established for the orientation of users, managers and people responsible for the acquisition of the products, inducing them to review the employment of materials and the choice of the processes of production. These aspects are not covered in the Brazilian ergonomics norms and standards in the use of chairs.     

Involving Service Users in Social Work Management Education: What Makes it Meaningful According to the ‘Experts’?

Course leaders have adopted a relatively cautious approach to involving service users and carers in Post-Qualifying (PQ) social work management education programmes in the UK, looking for opportunities in which it ‘makes sense’ for them to be included. Whilst there is, to a certain extent, the belief that involving service users and carers in PQ social work education is ‘a good thing’, it has proved challenging to implement. This research study sought to explore, through interviews with ‘experts’ in the field, why this process had proved so challenging. A term which emerged during the research was the importance of ‘meaningful involvement’. The research explored what ‘meaningful involvement’ might mean for managers, for academics and also for service users and carers; what it looks like and how might it take forward the understanding of and the preparation for PQ social work management education.     

Competing demands,competing solutions,differing constructions of the problem of recruitment and retention of frontline rural child protection staff

Abstract

This article reports on a study conducted in rural Victoria. It examines the problem of recruitment and retention of frontline staff in the Victorian Child Protection program. The article delineates those factors identified by managers and supervisors as influencing workers to enter, stay and leave the program. Managers and supervisors have collective responsibility for recruiting and retaining staff. It is for this reason that their viewpoints are considered crucial in responding to the problem. What this study found was that, while managers and supervisors recognise that the problem is complex, they differ in the emphasis placed on facets of the problem, thus their approaches to solving it. As solutions are contested the problem is exacerbated. The argument advanced is that any response should recognise the complexity of the problem and solutions be considered in a coordinated way.     

African American and White Managers:

Research points to differences in the experiences and response of African Americans and whites to organizational situations. This paper presents the results of a study which investigated differences in the management styles in eight local social service agency offices managed by African Americans and eight managed by whites. When the environment was turbulent, white managers responded by becoming more supportive of staff, while African American managers increased problem-solving communications. Staff in African American offices in turbulent environments had higher levels of job satisfation than either white offices of African Americans in nonturbulent environments.