What does client satisfaction tell us about effectiveness?

It is common in child protection research to undertake studies of client satisfaction with services. Although these studies have their own intrinsic value, it has been argued that they tell us little if anything about effectiveness—high levels of client satisfaction mean little if child abuse continues to occur. This study, undertaken in a statutory child protection service in Australia, considers the relationship between client satisfaction and other outcome measures, including worker estimates of client progress, further notifications of abuse and whether or not children have been removed. The results show strong correlations between different measures of client satisfaction and strong correlations between different measures of worker estimates of client progress. They show weaker but statistically significant correlations between client satisfaction and worker estimates of client progress, and between client satisfaction and further notifications. There is also a significant relationship between client satisfaction and children remaining at home. However, this applies only to parents, relatives and carers, not to the primary clients themselves. It is concluded that client satisfaction studies may have value beyond simply measuring client satisfaction. However, the study also supports an argument for using more than one outcome measure if the aim is to measure effectiveness. Copyright © 2008 John Wiley & Sons, Ltd.     

Innovative Moments in Career Construction Counseling: Proposal for an Integrative Model

This article advances understanding of career construction counseling (CCC) by viewing it through the lens of the innovative moments model (IMM) of how clients construct change. The IMM conceives clients’ narrative transformations as resulting from counselors prompting and clients reflecting on exceptions to a problematic self‐narrative (i.e., innovative moments; IMs) that emerges in counseling dialogues. On the basis of intensive IMM analysis of CCC case studies, the authors propose an integration of the 2 models that describes the sequence of client change in IMs across the 3 phases of CCC. This proposal provides both conceptual and assessment tools that make it possible to describe and analyze the process of client change through life‐designing dialogues. The authors illustrate the integrated framework with vignettes from case studies and conclude by suggesting research to examine the validity and usefulness of the client change sequence and interventions for using this pattern of change to foster client transformation.     

Expectations of Career Counseling and Their Effect on Client Satisfaction

Although there has been growing attention to clients' expectations of career counseling, more research is necessary to clarify the role of these expectations in shaping client satisfaction at the end of the intervention. On the basis of expectation confirmation theory, this study examined the indirect effect of clients' initial expectations on overall satisfaction through the perceived performance and final confirmation of expectations. We also explored whether this indirect effect is dependent on counselors' initial expectations. Longitudinal data were collected on 83 counselor-client dyads involved in a career counseling intervention in northeast Italy. Results confirmed that clients' initial expectations predicted overall satisfaction with the intervention through the subsequent mediation of perceived performance and confirmation of clients' expectations. The moderating role of the counselors' initial expectations was not confirmed. These findings imply that career counselors should invest their efforts in managing clients' expectations.     

Gender Differences in Social Acculturation and Social Capital in Determining Marital and Parental Role Expectations Among People of Mexican Descent

Men and women experience acculturation differently, creating acculturative gaps that may affect traditional family role expectations. In the current study, additive moderation between social acculturation, bonding social capital, and gender in relationship to marital and parental role expectations was explored among Mexican Americans (N = 314). The results indicate that when bonding social capital is at low to moderate levels, women are more committed to marital and parental roles and report more marital reward value as social acculturation increases. However, as bonding social capital and social acculturation increase, women report less marital reward value and marital and parental commitment. The size and quality of personal networks among Mexican American men and women appear to relate to social acculturation’s conditional relationship to family role expectations.     

Influencing Client Expectations About Career Counseling Using a Videotaped Intervention

Realistic client expectations about career counseling are essential to positive client outcomes. The authors investigated a videotaped intervention designed to influence participants' expectations about career counseling using a pretest/posttest experimental design. As measured by the Expectations About Counseling‐Brief Form (H. E. A. Tinsley, 1982), undergraduate participants who watched the videotaped intervention significantly increased their expectations of personal commitment to career counseling and decreased their expectations of counselor expertise compared with participants who watched a control videotape. A secondary hypothesis, that changes in expectations would positively affect attitudes toward career counseling as measured by the Attitudes Toward Career Counseling Scale (A. R. Rochlen, J. J. Mohr, & B. K. Hargrove, 1999), was not supported.     

A new perspective on client service: From on-the-job to structured competencybased training. The University of Wollongong Library experience,a descriptive case study

Abstract

Skilled and knowledgeable staff equipped to respond to change is a key learning and growth goal of the University of Wollongong Library. But how do front line staff develop and maintain their client-centred service skills and behaviours? How do they manage the myriad of diverse needs and expectations from a constantly changing student population, within a volatile technological environment? By challenging established approaches to service delivery training, it was possible to demonstrate a need to be more adaptable and responsive. We recognized that earlier approaches such as on-the-job training were no longer adequate. In 2009 the University of Wollongong Library introduced competency-based training. This represented a new approach to staff training and an opportunity for renewal. Numerous factors contributed to this decision, with the overarching goal being to keep our staff on the cutting edge of service delivery. A systematic approach was used that involved researching competency-based training ideologies; identifying core client service skills, knowledge and behaviours; identifying learning outcomes; developing module content; identifying assessment criteria; and programme delivery.     

Evolution of the professional contingent workforce

The market for professional contingent workers (PCW) has evolved into one of the fastest growing segments of the temporary labor force in the socalled “new economy.” To better understand the evolution and success of the professional contingent market, I utilize a new paradigm. Three dimensions are added: First, supplyside characteristics among PCW are analyzed in aggregation. Second, the role and market contribution of intermediaries, such as staffing groups, are stipulated. Finally, interaction among the parties—PCW, staffing groups, and client firms—is viewed as symbiotic. Within the structural framework established by client firms and staffing groups, PCW create value and scale economies for all parties. Empirical results confirm the hypothesis that PCW professionalism assures the vitality of the market.     

Significant Conversations or Reduced Relational Capacity? Exploring Couple and Family Therapists' Expectations for Including a Client Feedback Procedure

Little information exists on the specific reflective processes that precede therapists' choice of including or not including a structured feedback procedure in their established practice. In the present study, we aim to describe and explore experienced couple and family therapists' expectations for how the comprehensive therapy feedback procedure Systemic Therapy Inventory of Change might influence their practices. Through a thematic analysis of six focus group interviews, two main themes were elicited. The first main theme involved values embedded in current practice, with the following subthemes: (1) balance between the therapist's expert knowledge and the client's experience‐based knowledge; and (2) making time to build alliances. The second main theme concerned the presumed influence on current practice, with the following subthemes: (1) ‘Systemic Therapy Inventory of Change will disturb the therapist's capacity to stay present’; (2) ‘Systemic Therapy Inventory of Change will shape conversations’; and (3) ‘Systemic Therapy Inventory of Change will contribute to increased qualitative depth’. We discuss these results in relation to the notion of Systemic Therapy Invention of Change as a ‘third party in the room’. We also discuss the results in relation to implications for collaborative practices, and for client and therapist autonomy.     

Clinician Perspectives on Relationship,Therapeutic Strategy,and Gender Responsiveness in Child Welfare Substance Abuse Settings

There is a growing acknowledgment of client–provider relationship as a determining factor within evidence-based practice implementation. This collective case study of 20 service providers examined the approaches used by clinicians working with substance-abusing mothers involved in child welfare to shed light on their use of empirically informed, gender-specific interventions. Analyses revealed that clinicians struggle to articulate specific evidence-based frameworks, and their approach relies on an intuitively driven client–provider relationship. Clinicians report little institutional support for integration of empirically supported practices into settings where workforce stress plays a critical role, and thus rely on relationship skills to frame practice approach.     

The effect of experience on faculty attitudes toward collective bargaining: A cross-temporal analysis

We used multivariate analysis to investigate the change in the attitudes and expectations of AAUP members in a Midwestern university. Two models were developed to measure faculty attitudes toward the union, at the time of the election and four years after the election. The effect of experience on faculty attitudes toward the union is captured by comparing the results of the two models. Our findings suggest major differences in faculty attitudes and expectations prior to and after the union’s arrival. The results of our study have essential policy implications for unions in formulating successful strategies and for faculty in developing realistic expectations of collective bargaining.     

Gender Role Ideology and the Gender Based Differences in Earnings

Much of the research on gender differences in occupational earnings still focuses on human capital and the structure of the labor market. However, these variables rarely explain even half of the gender gap in earnings. Most research has examined the impact of gender role ideology as it impacts occupational choice, which indirectly can impact earnings. Using data from the National Opinion Research Center General Social Surveys, this research focuses on the relationship between attitudes about gender roles and two variables: (a) earnings, and (b) occupational positions held by women and men. Findings show that traditional gender-role ideology contributes to lower observed earnings for both males and females, independent of the influences of human capital characteristics, occupational context, and ascribed characteristics. Results support socialization as a partial explanation for the gender-based earnings differences and suggest that, to the extent that economic rewards are used to assess the value of gender role expectations, traditional gender role attitudes might continue to change and lead to relatively equal earnings among women and men.     

Embedded counselling in advisory work with clients in debt

This article addresses the potential for embedded counselling in social work with clients in debt. It is based on experiences from Sweden where budget and debt advisors employed by the municipalities give assistance to clients in financial difficulties. A distinction is made between advice and guidance on the one hand and counselling on the other. As the financial problems often have been long lasting, it is not enough with one-time advice that the client hopefully then follows. The purpose of the article, thus, is to explore the possibilities of incorporating counselling in the role of the advisor.     

Understanding the Client/Social Worker Relationship in a Multicultural Setting:

As social work professionals, we need to be senstitive to the communication exchanges we engage in with our clients. At the best of times, cross-cultural communication has its difficulties and is even more problematic when interpreters are used. We need to understand the nature of these relationships and the lifetime of socialization that our clients have experienced which shape these relationships. The temptation of dismissing the difficulties as simply "a culture gap" reflects poorly on our individual practice and our profession as a whole. This paper examines the types of social bonding as they are applied to the client/social worker relationship. Two distinct forms of social bonding, interpersonal reciprocity and interdependency contract relationships, are examined and analyzed from a multicultural perspective in the social work setting. The role of interpreters is reviewed in relation to these communication patterns. The role of trustworthiness and the behaviors that enhance it are reviewed in light of the types of relationships professionals engage in with their clients. The paper then examines two classes of interventions, "changing" versus "supporting" the client, and how these intervention strategies relate to the ethno-cultural background of the client. The paper concludes with the suggestion that there are some very serious limitations on the professional's relationship in the cross-cultural setting. The professional may need to adjust his/her expectations of the relationship and adapt to more effective and realistic types of interventions.     

Stereotypes as Ideologies. The case of Gender Categories

Abstract

The paper reviews some of the theoretical models of gender stereotypes. Different approaches, such as the sociocognitive, the intergroup, in particular the role model, the expectations model and the social function of stereotypes are discussed. Gender stereotypes are seen as social representations or collective ideologies defining models of behavior.     

A Program Evaluation of Los Angeles ACORN's Welfare Case Advocacy

SUMMARY

Bureaucratic confusion and client dissatisfaction since the 1996 changes in welfare policy opened opportunities for third party advocacy on behalf of welfare clients. This paper evaluates Los Angeles ACORN's case advocacy program for welfare clients. Outcomes analyzed include client satisfaction with ACORN's advocacy and effects of the program on welfare clients who later became ACORN members. Ninety-one percent of clients surveyed (N = 99) stated they were satisfied with the resolution of their welfare case complaint. Eighty-eight percent of respondents stated ACORN did a better job resolving their problem compared to the welfare department. Unique aspects of the program include peer advocacy and opportunities for welfare recipients to join ACORN and work on welfare policy changes among other issues.     

Confidentiality

Abstract

Confidentiality was the ethical dilemma most frequently encountered by Israeli social workers in a 1998 national survey (Linzer, Conboy and Ain, 2002). A reanalysis of survey responses found the social workers cared about preventing violations of client privacy, promoting client self-determination, and respecting client dignity, especially when challenged by: (1) public institutions' right to know, (2) limitations of protection of client communications and information, including duty to warn, (3) child and family dilemmas, (4) informed consent ambiguities, and (5) computers and technology utilization. Social workers looked to their own counsel, colleagues, and supervisor's advice and their professional code of ethics for guidance.     

Staff burnout from a social perspective

Physical distress, emotional distress, and cognitive fatigue are common symptons of burnout. The consequences of burnout affect the effectiveness of the care giver, the client, and the agency employing the burned out worker. The authors emphasize the societal context in which we all work and the changes in this context that have led to changes in the attitudes, behaviors, and roles of care givers and recipients. The change of role perception and the role behavior has occurred in a wide variety of public agencies. The authors suggest establishing agency guidelines for personal and system limitations concerning assistance to clients. Care givers can also work on an individual basis with clients and outline limits of assistance. As more people seek assistance when resources are limited, the need to build realistic expectations for the care giver, client, and agencies increase.     

Identity in Crisis: Spirituality and Homosexuality in Adolescence

Adolescents experiencing same-sex attraction are increasingly comfortable identifying themselves as gay/lesbian/bisexual. For at least a minority of these youth, that identification conflicts with their spiritual values, and they or their families seek conversion therapy. The efficacy of conversion and ethics of conversion therapy for same-sex orientation stirs significant debate. The complexities of an approach to same-sex issues with adults multiply when the client is an adolescent. This article uses three adolescent case studies to examine issues of identity, ethics, confidentiality, social expectations, and therapist role.     

Issues in Psychotherapy with Clients Affiliated with the Opposing Side in a Violent Political Conflict

The therapeutic dyad of clinician and client affiliated with rival groups in a violent conflict shares many features that complicate psychotherapy with persons of different ethnic, racial, and cultural groups, including lack of knowledge, negative stereotyping, differences in fundamental values and world views, and power differentials. Although a great deal has been written about these matters, very little has been written about the therapeutic dynamic where therapist and client are affiliated with different sides of a violent political conflict. Based on the sparse literature on the subject and on the clinical experiences of the author and her colleagues, this paper discusses three features that characterize this dynamic, which do not appear in the same way in therapy involving dyads of different races, ethnic groups, or cultures. These are the presence of the “enemy” in the consulting room, the therapist’s feelings of mistrust towards the client as a representative of the opposing group, and the client’s feelings of guilt towards the therapist as a representative of the injured group. The impacts of each feature on the therapist, client, and the therapeutic encounter are explored and suggestions are made for dealing with them. The hope is that professionals’ awareness of these issues will help improve the quality of psychotherapy with persons on the rival side of a violent political conflict.