Role-played interviews with service users in preparation for social work practice: exploring students’ and service users’ experience of co-produced workshops

Abstract

Within a Theory and Practice of Social Work module, prior to embarking on practice placements, social work students practised professional communication skills with people who had used social work services. They undertook role-played interviews with service users about real issues, which had led individuals to seek assistance in the past. Using principles of co-production, the workshop was developed in partnership with members of the University’s social work service users and carers’ group. Care was taken to safeguard service users’ well-being, as well as developing an effective learning opportunity. Drawing on evaluations by students and feedback from service users, this paper discusses the process of planning and delivering the workshops, as well as perceived outcomes for both groups. Findings indicate that students valued the opportunity to engage with service users, gaining key learning about their own practice skills. Service users described a boost to self-esteem through contributing to students’ learning. The workshop provides an example of how service user involvement in social work education has evolved from a primary focus on sharing personal testimonies to active participation in student skill development. It underlines the importance of investment in service user involvement to achieve an appropriate context for such projects to develop.     

Preparing for Social Work Practice in Diverse Contexts: Introducing an Integrated Model for Class Discussion

Understanding the context of practice is an essential component of social work practice as is providing service that respects diversity. These twin concepts are necessary to include in planning and delivering services across all levels of practice. However, while we might understand how the context impacts on service users (and such an understanding is a vital part of assessment processes), the context has greater and more far reaching impacts. For example, in rural practice research, there is evidence that the context strongly influences the choice of practice methods, the behaviour of the professional as an individual and as a community member, and the management of complex ethical situations. This paper proposes a model that may be useful in analysing the various impacts of diversity and context in social work practice, and is relevant for the education of social workers and other human service personnel. The SUPAmodel (Service User, Professional, Agency) uses practice examples to explore how changes in context impact on professional decision making and choices about intervention.     

Reviews

This paper links participant observation as a research method to the assessment of student social workers' practice through observation. In order to provide students with opportunities to demonstrate their competence to the best of their ability without diminishing the quality of their service to users, the observer must be able to function at different points along the continuum between participation and observation. The styles recommended for this purpose are: ” the quiet participant in energetic groups; ” the interested observer in quiet activities; and ” the respectfully distant observer of conversations. Comparisons between this research method and the practice of observation highlight the marginalisation of service users. Key issues include: ” fully informed consent; ” conditions for intervention by the observer; ” respondent validation; and ” ownership of assessment reports. Micro- and macro-level strategies to remedy these issues are considered. The distinction between collaboration and partnership is considered. Examining the position of service users as participants in research highlights a hierarchical web of power relations in observation. Whilst this can be addressed in individual practice, such practice can only be fruitful in a culture that truly values service users as partners in social work education.     

Individual Planning with Adults who Have Learning Difficulties: key issues - key sources

For many people with learning difficulties the quality of individual assessment and planning can play a crucial role in their personal development. However, for many service providers, and service users, there is limited knowledge of current approaches and recent developments in this area of work. This article aims, then, to provide a brief overview of the key issues and key sources of information in the field of individual planning. A number of issues relating to the implementation of Individual Programme Plans are discussed. Particular attention is paid to the development of more recent approaches, such as Personal Futures Planning, which aim to place greater emphasis on self-advocacy and the involvement of 'non-service providers' in assessment and planning.     

Representing the Views of Disabled People in Community Care Planning

The 1990 NHS and Community Care Act requires social services departments in Britain to involve representatives of service users in the preparation of their annual community care plans. This paper gives a critical account of the different ways in which the views of disabled people are sought and represented in community care planning; and of the organisational and practical barriers which disabled people and their organisations are likely to encounter in representing their views to service planners. People with learning disabilities, older disabled people, people with sensory impairments and disabled people from Black and ethnic minority communities are particularly likely to be excluded from current consultation procedures. The paper concludes that present methods of representation place considerable burdens on both individual disabled people and on their organisations. Consequently, disabled people may increasingly question the effectiveness and usefulness of their involvement in community care planning, in the light of the many other issues which are important to them.     

Assessing Fitness to Practise and Managing Work‐based Placement

This article describes the experience of Nottingham and Birmingham Universities in partnership with workers from Advocacy In Action and shows that service‐users, carers and other eligible citizens can and should be involved in deciding fitness for practice and in the managing of that practice, and that such involvement enhances the student experience and lays the foundations for partnership working in the professional arena. The users and citizen stakeholders of social services are a valuable resource in respect of all aspects of service planning, delivery and control. In respect of social work education, their involvement is too valuable an opportunity to miss and we look forward to further exciting partnerships in the field of practice learning.     

Editorial

In recent years the imperative to involve service users and carers at every level of care, service and policy development has been extended to include involving users and carers in the training of health and social care professionals. Guidance on how this is to be achieved in practice is, however, limited. This paper describes work undertaken to explore how an Approved Social Work Programme in the north of England could involve service users and carers more fully and develop an integrated approach to service user and carer involvement in this and other social work programmes. Following a review of the literature in this area, the results of a series of meetings with individual and groups of service users and carers are presented, together with a survey of ASW programmes. It then goes on to consider the implications for service user and carer involvement in the new social work degree.     

Increasing Opportunities for Co-production and Personalisation Through Social Work Student Placements in Disabled People's Organisations

Social work student practice placements in disabled people's organisations offer several advantages for individual students, their peers and tutors, and DPOs themselves, who can offer placements for students in supporting service users to give their views as well as delivering social care services. In this context professional skills and anti-discriminatory practice are fostered through learning directly from disabled people as experts without the constraints of local authority policies.

This paper draws on my experiences of such student placements at Wiltshire and Swindon Users' Network over a 15-year period, 1993–2008, in collaboration with different universities. The social work student on placement here experiences an alternative organisational culture which recognises service users' expertise over professionals. The student learns to value collective peer support and working with activists who view their experience through the framework of the social model of disability. This facilitates a two-way exchange as the student learns about user-led practice and the disabled activists appreciate the skills the student brings.

The advent of policies of personalisation, the Big Society and the decreased role of local authorities is challenging the traditional model of adult care social work within local authorities. The placement of social workers in local centres for independent living, in order to provide intensive one-to-one support in support planning for those in complex situations, is only likely to increase in future. This can be seen as a positive alternative which enables professionals to rediscover their professional values and practice and extends the opportunity for placements beyond DPOs concerned with user involvement only.     

Total Immersion: Using Group Care Placements to Maximise Practice Learning

This paper presents findings from a survey of students' views on the experience of undertaking assessed placements in group care settings as part of their qualifying social work training. Respondents are positive and enthusiastic about the available learning opportunities in these settings, especially in terms of the possibilities for close involvement with service users and for learning about ‘real social work’. They emphasise the value of support from both on‐site supervisors and off‐site practice teachers, and reflect on the demands which such placements make in terms of students' personal resourcefulness in ambiguous role sets. The paper also offers advice for students, tutors and practice teachers on a range of issues involved in the planning of placements in group care settings, including comments on anti‐oppressive practice and on the use of reflective journals by students.     

Service-user participation in developing social services: applying the experiment-driven approach

ABSTRACT

Participatory approaches are needed in Finland for service users to participate in designing and developing social services. New collaborative methods are the focus of this research, as this pilot case-study analyses the experiment-driven design approach and its consequences on service users’ agency and participation. This practitioner research belongs to the pragmatist research tradition. The data comprises transcribed focus group and individual interviews of service users and social workers in group operations in a Finnish municipal adult social service organisation. The data are evaluated by content analysis. The experiments with service prototypes allowed the service users to observe the consequences of their actions in practice. Instead of only being heard and consulted, the service users found they could influence the practice in concrete ways. The professionals and organisation shaped the service users’ participation and agency by operating as gatekeepers in sharing power. The service users reported that collaboration with professionals and participation in the group gave them a sense of renewed citizenship, improved social skills and helped to manage with personal illnesses or daily struggles. The research concludes that experimentation can provide a way to utilise experiential knowledge in developing social work collaboratively.     

A New Pedagogical Approach for Integrating Social Work Students and Service Users

This paper analyses recent experiences at the School of Social Work, Lund University, the first in Sweden to use an innovative pedagogical approach for integrating social service users with social work students in the classroom (an EU-funded project). The concept of gift exchange was used to make sense of the approach. Gift exchange is based on the norm of reciprocity and the principles of gift economy—to give, to receive and to return. As one of the most significant integrative relations, this exchange of gifts and courtesies serves the purpose of keeping balance in the system. The focus in this project was on the relationship between two groups of students: service user students—that is, social service users in the role of students on the course—and social work students. The experience of undertaking this project raised many questions, such as what promotes and what hinders mutual learning between two parties in the classroom. Findings show the relevance of such concepts as the gift economy and the importance of reciprocity in teaching contexts. They played an important role in the process of creating a positive learning climate and understanding the integration of social relations between the two groups.     

Service user involvement in social work education: experiences from Germany and implications for a European perspective

ABSTRACT

Service user involvement (SUI) in social work education has gained widespread attention in Europe and other continents. Nevertheless, experiences on including service users in social work education have not been reported from Germany or other German-speaking countries to date. This paper reports preliminary experiences with implementing SUI in a bachelor’s programme of social work in a German University of Applied Sciences. The main goals of the current paper are (1) to provide a background for implementing service user approaches in Germany by introducing the structure of social work education in Germany; (2) to report experiences from a weekend seminar where service users worked together with students of social work in the framework of a curriculum of a German University of Applied Sciences and (3) to formulate some implications of these experiences for SUI across Europe. The main results were that introducing service user involvement into a German curriculum of social work is possible but needs careful reflection and planning. Experiences gathered in the weekend seminar with service users were encouraging for service users, students and teachers. We conclude that systematically implementing SUI into German curricula of social work is important.     

Assessment as the Site of Power: A Bourdieusian Interrogation of Service User and Carer Involvement in the Assessments of Social Work Students

The centrality of service user and carer involvement in social work education in England is now well established, both in policy and practice. However, research evidence suggests their involvement in student assessments is underdeveloped and under researched. This study focused on the positioning of service users and carers in relation to other stakeholders involved in the assessments of social work students in England. Using narrative research methodology, 21 participants, including service users, carers, social work students, social work employers and social work educators, were offered a semi-structured individual interview. Participants’ narratives revealed different power relations among those involved in social work students’ assessments and a lack of confidence among service users and carers in making failed assessment recommendations. The paper concludes by arguing the case for social work educators and service user organisations to provide joint training to support service users and carers in their role as assessors of social work students.     

Innovation in user-centered skills and performance improvement for sustainable complex service systems

In order to leverage individual and organizational learning and to remain competitive in current turbulent markets it is important for employees, managers, planners and leaders to perform at high levels over time. Employee competence and skills are extremely important matters in view of the general shortage of talent and the mobility of employees with talent. Two factors emerged to have the greatest impact on the competitiveness of complex service systems: improving managerial and employee's knowledge attainment for skills, and improving the training and development of the workforce. This paper introduces the knowledge-based user-centered service design approach for sustainable skill and performance improvement in education, design and modeling of the next generation of complex service systems. The rest of the paper cover topics in human factors and sustainable business process modeling for the service industry, and illustrates the user-centered service system development cycle with the integration of systems engineering concepts in service systems. A roadmap for designing service systems of the future is discussed. The framework introduced in this paper is based on key user-centered design principles and systems engineering applications to support service competitiveness.     

‘Providing a Link with the Real World’: Learning from the Student Experience of Service User and Carer Involvement in Social Work Education

Social work has long placed an emphasis on involving users and carers in the education of practitioners, an emphasis driven by service users and carers themselves, the value base of social work, and by policy and legislation from successive governments and regulatory bodies. Recent changes in regulation and professional standards in social work suggest a continuing commitment to service user and carer involvement. This paper argues that in order to ensure a sustainable commitment, there needs to be greater evidence of the value and purpose of such involvement. Whilst there is a considerable body of literature on this issue in social work education, little focus is on any impact on current and future practice of social work students. The paper discusses a research project addressing this issue from the perspective of social work students. Findings suggest that the involvement of service users and carers in their training was perceived by students as overwhelmingly positive, should be enhanced and that they believed that these experiences were taken forward in their practice. The paper also identifies key points that could inform best educational practice.     

Whose Project is it Anyway? Sharing and shaping the research and development agenda

The NHS and Community Care Act 1990 (NHSCCA) requires that local authorities should consult with service users in their review and planning of services. This requirement is open to various levels of interpretation. The exercise becomes more complex when planning and review are based on a funded research project, in which the voice of users can easily be lost or their participation only nominal. This article examines some of the key issues and dilemmas in partnership research, through critical evaluation of a research project in which the authors were involved. Paradoxically, it is issues of power, control, expertise, authority and accountability which emerge as recurrent themes in examination of the practice of partnership.     

Hospital social work in Sweden and the UK: Access to chances of physical health and well-being

In Swedish and UK practice, interest is developing in social work's contribution to tackling service users' unequal chances and experience of physical health. This is through alleviating disadvantaged social conditions such as relative poverty which service users face and which are associated with health inequalities. Ready access to social work services is an essential preliminary if service users are to gain the material and social resources services can provide, to alleviate their adverse social circumstances and thereby improve their health prospects. However, despite hospital social work's well-established position, its significance as an access point for services has tended to be marginalized. Drawing on a comparative account of Swedish and UK practice featuring two action research projects, we explore how hospital social work is a key point of access to services for service users experiencing profound disadvantage. We analyse major barriers to such access, notably the underfunded nature of hospital social work, discriminatory procedures, and unequal professional service user power relations. Nevertheless, the action research projects show how these barriers may be breached to some degree, enabling service users as patients and carers to access resources which contribute to more equal chances of health and well-being in ill-health.     

A Two-Level Community Intervention Model for Homeless Mothers with Mental Health or Substance Abuse Disorders

ABSTRACT

This paper describes a two-tiered community intervention model in response to a call from the Center for Mental Health Services for the development of best-practice strategies for homeless mothers with mental health and/or substance use disorders and their children. This model incorporates best practice principles gained from previous research projects pitched at the system and client levels. The model has been conceptualized, presented, and funded by CMHS and is currently being implemented in a local community. This model is unique in that it develops an intervention that addresses both levels of service delivery (i.e., system and client) in a single project. Blending systems integration/wraparound service philosophy and consumer-driven/strength-based development approaches provides a model that encompasses interventions at the individual client level via supported case management, and improved coordination and collaboration at the service system level. While this model was developed for a specific community population, the approach is general inits applicability to other areas of practice.     

Parents' Definition of Effective Child Disability Support Services: Implications for Implementing Family-Centered Practice

The current study examined parents' perspectives of services within a community-based childhood disability program in the process of enhancing the family centeredness of its services. Qualitative interviews were conducted with 39 mothers and 22 fathers approximately 18 months after entering the service delivery system. Parents reported that effective service delivery requires service coordinators with interpersonal and practice skills working within an adequately resourced service system that has policies and procedures that are responsive to family needs. Parent feedback was congruent with the principles of family-centered practice and has important implications for the implementation of family-centered services.     

Beyond the Pale of Psychoanalysis: Relational Theory and Generalist Social Work Practice

Many have noted the consonance between contemporary relational theory and classic social work values and practice principles such as person in environment and starting where the client is. However, there have been few efforts to explore relational theory’s utility to the generalist social work framework. This paper takes the position that relational theory’s intersubjective stance lends new coherence to classic social work principles, and therefore elucidates the process aspects of evidence-based social work practice. In order to illustrate this point, the author applies relational theory to implementation issues around early childhood home visitation with Spanish-speaking immigrant clients—a social work service modality that, like so many others, does not fall into the category of individual psychotherapy in the context of private practice.