Mutual Benefits: Developing Relational Service Approaches Within Centrelink

Abstract

The machinery of income support can have considerable influence in people's lives, creating opportunities for social work but also tensions: access to vulnerable people, but not always on their terms. This paper argues that the challenge to social work is about more than holding on to professional discretion. It considers how social workers can influence service delivery approaches to work more relationally, pursuing a more equal involvement of clients, and recognising the complex interactive context of social and community life. The authors trace the development of such an approach within the Australian Government human services delivery agency Centrelink in Logan, Queensland, and briefly consider a parallel innovation in Newcastle, New South Wales. The authors suggest that grounding a large institutional social service agency in the realities of client and community experiences has mutual benefits, creating a more humanising, cooperative space, and displacing inefficient and sometimes tragic cycles of misunderstanding, confrontation, and disconnection.     

建设服务型政府,实现公共服务提供主体多元化

服务型政府将满足公民需求作为最高工作目标,不仅要求强化社会管理和公共服务职能,更需要通过体制机制创新来促进公共服务的有效供给。其中,公共服务的供给机制有效与否是政府不同层级和不同部门都要面对的普遍性问题。针对公共服务的混合性和复杂性,以及我国在公共服务提供方面的问题,参考发达国家的政府改革经验,我国应培育多元化的公共服务供给主体,通过将分散、异质性的服务需求与非规模化的服务供给对接来间接满足服务需求。多元化供给机制有利于发挥行政机制、市场机制和社会机制的各自优势,并实现三者的有机结合,从而有利于整合各种社会资源,满足公民的异质性公共服务需求。     

Responding to the needs of youth who are homeless: Calling for politicized trauma-informed intervention

Trauma in the lives of youth who are homeless is a pervasive reality. In this article, a politicized understanding of trauma is taken up to explore the complex psychological, relational, and social/political challenges experienced by many young persons facing homelessness. Their needs are contrasted with the dominant framework for assessing and addressing homelessness among youth, which fails to adequately account for the effects of trauma in their lives. The authors argue for therapeutic approaches to address the negative effects of trauma; development of community services that adequately respond to the consequences of traumatic life experiences; and socially responsible policies that ensure provision of adequate services and also aim to address root causes of youth homelessness. While current conceptualizations of trauma-informed services go some distance toward achieving these goals, the authors argue that it is only by taking up a more radical understanding of trauma that interventions will be employed to better achieve these targets. Toward this end, the authors introduce a framework that integrates the SPECs model (Evans & Prilleltensky, 2007; Prilleltensky, 2005) with trauma-informed service provision, thereby infusing a social and political analysis to guide more effective trauma-informed solution building in response to the issue of youth homelessness.     

Responding to People Sleeping Rough: Dilemmas and Opportunities for Social Work

Abstract

Rough sleeping refers to the state of being literally without shelter or residing in shelter not fit for human habitation. People who sleep rough are thought to be a group who experience a range of complex problems in addition to their homelessness. Despite their small numbers relative to the broader homeless population, rough sleepers have been identified as a target group for policy and practice intervention. This article critically examines outreach responses directed toward people sleeping rough. Moving beyond traditional charity approaches or interventions that “move people on”, emerging models of “assertive outreach” have been implemented in Australia as part of broader strategies to reduce homelessness. Challenging the idea that assertive outreach is a shift from a social work approach, it is argued that interventions to actively end rough sleeping are consistent with social work principles. Indeed, this article takes it that social work must advocate for the provision of affordable housing as central to rough sleeping interventions. Housing not only enables people to achieve human dignity and worth, but the linking of housing with outreach responses to rough sleepers will facilitate a trusting and effective working relationship.     

Methods Used with a High Ability Group

Teaching for social justice in a standards-driven social studies classroom can be challenging. However, the authors believe that there does not have to be a choice between meeting standards versus meeting the needs of students. Through semistructured interviews with four current social studies practitioners, the authors found similarities in the language the teachers used to describe the role of standards in their classrooms, teachers' perceptions of context as being important to the tension between teaching for social justice and teaching to standards, and the ways that perception impacted how they negotiated that tension. The authors offer social studies teachers an alternate conceptual frame for viewing social justice instruction in terms of methods rather than content.     

‘The Bad People Go and Speak to Her’: Young People’s Choice and Agency when Accessing Mental Health Support in School

Concerns about the mental health and well‐being of children and young people have been articulated in health and education policy fields as a call for closer working between schools and providers of mental health support services. Drawing from a Scottish study, this article explores issues of access, when mental health initiatives are sited in formal educational settings. In particular, it focuses on the implications for the agency of children and young people seeking support from those services when and how they choose. The study argues that over‐reliance on teachers as the main referral route to service influences what is deemed to be a problem, who is thought to need support and how the interventions are viewed by the children and young people. Alternative approaches are discussed, which offer opportunities for children and young people to explore the available services and make their own choices about their level of engagement.     

Grounding Online Prevention Interventions in Theory: Guidelines from a Review of Selected Theories and Research

ABSTRACT

Literature suggests that grounding online interventions in theory improves their success. This article reviews 10 theories selected from the fields of psychotherapy, social work, health promotion, gaming, and innovation dissemination that can be used for grounding the design, development, implementation, and evaluation of online interventions. Selected studies are reviewed to illustrate how these theories have been used in online human service interventions. After this review, an integrated theoretical approach for grounding online interventions is proposed along with guidelines suggested by the review.     

Chapter 3: Social Services and Bereavement in the Lesbian and Gay Community

Social service programs to address multiple loss in the gay and lesbian community must incorporate an understanding of the relationship between bereavement and the gay and lesbian experience including issues of stigma, homophobia, and the cumulative effects of stress. To address the collective experience of multiple loss, individual, family, and group interventions should be conducted in conjunction with social supports, community rituals, and political activity. Agencies need to prepare by instituting staff education and specific organizational policies to address HIV and bereavement, and provide organizational support to social service staff to facilitate the effective delivery of bereavement services.     

The college student-athlete: psychological considerations and interventions

This article reviews the literature dealing with problems brought by student-athletes to college counseling and mental health centers. Among the issues discussed are fear of success; identity conflict; social isolation; poor athletic performance; academic problems; and career or vocational concerns. In addition, the authors examine the paradox that although athletes experience as much or more psychological distress as nonathletes, research indicates that athletes use professional services less often than nonathletes. Finally, the authors review approaches to psychological intervention, including short-term psychotherapy, very brief interventions, cognitive behavioral therapy, and career/vocational counseling, and discuss special considerations for conducting therapy with athletes.     

Introducing Technology in Child Welfare Referrals: A Case Study

Access to social services is important for the safety of children and ultimately for reunification of families involved in the child welfare system. The process of linking families to services, however, varies by caseworker and can be cumbersome and time consuming. The Department of Children and Family Services (DCFS) Needs Portal is an Internet-based intervention to improve the timing and quality of social service referrals in Los Angeles County We used a case study approach including in-depth interviews, direct observations, and user feedback obtained from the Needs Portal to (a) determine perceived benefits and barriers to adopting the Needs Portal, and (b) report how the flow of information between users and developers was used to adapt to user needs. Our analyses revealed four major barriers: (a) caseworker apprehension regarding new technology, (b) variation in communication styles by user type, (c) lack of technological infrastructure, and (d) competing workplace demands. Information sharing between developers and users has the potential to better meet the needs of users and ultimately maximize utilization of new technology. Although Internet-based interventions are designed to inexpensively and effectively coordinate services, emerging interventions may require in-person assistance and modifications in order to succeed.     

Social Service Research and Religion

Abstract

Development of accountability standards to demonstrate cause and effect relationships are gaining rapid advancement in the field of social sciences. Many governmental agencies, foundations, and other funders have developed approaches that require organizations to utilize science-based programs and incorporate evaluative methods to show improved outcomes and cost benefits to society. This article will examine the need for increased accountability in developing effective interventions by faith-based organizations in the delivery of social service interventions. Recently, there has been a strong movement toward governmental funding for faith-based institutions to provide social services, although there has been inadequate scientific data to demonstrate that approaches implemented are effective in meeting needs or yielding favorable outcomes. Similarly, many faith-based organizations provide innovative and effective programs that could serve as model programs if there was appropriate empirical evidence. This article will discuss how rigorous evaluative approaches such as randomized clinical control trials can produce scientific data on program effectiveness. We will use a case example in the field of drug and alcohol treatment to illustrate these points.     

Afrocentric Intervention Paradigm: An Overview of Successful Application by a Grassroots Organization

A grassroots social service organization's successful use of Afrocentric ideas, theories, and frameworks in its programs and services illustrates that many African Americans respond more readily to human and social services interventions that value and understand their historical experiences and include their cultural influences as “protective factors” in social service interventions. This article describes how the Community Empowerment Association's programs and services are designed to be culturally proficient by holding African customs, ethos, history, mores, society, and traditions in high esteem.     

A bit more understanding: Young adults' views of mental health services in care in Ireland

Children and young people in the care system typically experience very high levels of mental health difficulties, yet their views of these difficulties and of mental health services have rarely been explored. For this qualitative study we spoke with eight young adults aged 18 to 27 years with experience of the care system in Ireland about mental health challenges, service experiences, and how they felt mental health services needed to improve. Themes from the interviews illuminated young adults' views of their emotional well-being while in care, and the double stigma of being in care and mental health difficulties. In terms of services, young adults wanted these to be flexible and sensitive to level of need; to offer choice and more congenial environments; to provide more creative routes to engaging young people; and to offer honest, reciprocal, caring communication — treating children in care as one would any child. Recommendations highlight three key needs: an ethic of care in services as well as an ethic of justice; mental health training for all professionals in contact with children in care; and the need to listen, hear and act on what children and young people say.     

Changing the narrative: the role of frontline worker attitudes and beliefs in shaping dementia-friendly services in England

Applying the main principles of the social model of disability as a guide, this article argues that the attitudes and beliefs of staff and volunteers employed in frontline service delivery can play an important role in the achievement of dementia-friendly communities, particularly through influencing the types of services offered. This position is supported by findings from an evaluation of an awareness-raising intervention run by Age UK, aimed at organisations which provide services for people living with dementia in England. The article contributes to an understanding of the cultural climate within frontline service delivery, which is often neglected in favour of discussions around meeting more immediate care and support needs. More specifically, the article reflects on whether there is a need for an additional conceptualisation within the discourse around dementia-friendly communities which ensures inclusion of the cultural environment.     

Serving the U.S. Work Force: A New Constituency for Schools of Social Work

Almost 90 million working people and their families have great unsatisfied needs for services. They pay for most present and potential U.S. human service structures in at least seven ways. Working people constitute a great challenge and potential growth area for the profession and for schools of social work. Developments in present industrial social work and social work education are discussed in this paper. Specific new proposals are presented. These include suggestions for meeting urgent needs and opportunities during the economic crisis.     

Young people with complex needs meet complex organizations: an interview study with Swedish professionals about sustainable work practices

ABSTRACT

This paper concerns preconditions for the well-being of young people with mental ill-health combined with social vulnerabilities, also referred to as youth with complex needs. Research questions are: What barriers to sustainable work practices for young people labelled as having complex needs do professionals encounter? What do professionals identify as possible ways to overcome these barriers? Sustainable work practices are reflected in three themes: empowerment, relationships and collaboration. The findings are based on semi-structured interviews with 24 professionals, 3 men and 21 women, working in psychiatric care and the social services in two Swedish municipalities in 2016 and 2017. Major barriers are lack of continuity and co-ordination in staff and support, and fragmentation of work practices. As a consequence of the increased specialization of human service organizations, young people have to interact with many different professionals which could cause disparate interventions. Possible ways mentioned to overcome these barriers are supported through good interactional skills, using keyworkers as well therapeutic alliances, wrap-around services and case management. Complexity is linked to organizations and work practices rather than to young people. An often dysfunctional service delivery system in organizations with rigid boundaries may also affect professionals’ aim for sustainable support.     

Child abuse prevention: Blending research and practice

For over two decades, child abuse interventions have been plagued by poor definitions of what (or who) exactly is being treated, what constitutes ‘success’, and how services can be delivered in such a way as to minimize the harm to the child and to his/her family. Most recently, intervention/prevention programmes reflect the growing recognition that child maltreatment is the product of the interaction between the parent's abilities and resources and the child's emerging behavioural and emotional characteristics (i.e. the parent–child relationship), and place less emphasis on individual psychopathology. Accordingly, ways to strengthen this relationship offer considerably more promise than those aimed at correcting only one component (i.e. the parent) or treating only the visible symptoms of conflict. In an attempt to focus greater effort on prevention and early intervention, this paper reviews prominent risk factors that have been linked to physical abuse and neglect of children and their consequences. Major intervention targets are identified from this literature and discussed in reference to: (a) problems related to the family context; (b) child treatment needs; and (c) parent/caregiver treatment needs. The paper concludes with a discussion of promising developments in early intervention that are beginning to address problems in the early formation of the parent–child relationship (i.e. the pre-natal and infancy periods of development) and problems associated with parental competency and family support. Most notably, preventive efforts have been associated with more positive parenting knowledge, attitudes, skills, and behaviour, as well as fewer child injuries, emergency room visits, and reports to protective agencies among at-risk parents and children. Further evaluation and expansion of these programmes appears to be warranted by these data.     

Community college field placement internships: supervisors’ perspectives and recommendations

ABSTRACT

Community College human services students represent the future social service workforce. The defining feature of their training is 250 h supervised field placement internship. Despite burgeoning research describing best practices for supervision of Bachelors of social work (BSW) and Masters of social work (MSW), there is no research aimed at supervision for community college students, leaving a gap in our understanding of best practices for supporting community college students’ pedagogy and sustaining partnerships with agencies. This exploratory study offers recommendations for best practices supported by our discovery of the benefits, challenges, and strategies involved with offering community college student internships in New York City human services agencies. We analyzed data from semi-structured interviews with 30 field supervisors through qualitative content analysis. Community college students and agencies both benefit substantially from the field placement, however agencies identified significant social and structural challenges specific to working with community college students that require interventions for both field supervisors and students alike. Suggested interventions aimed at improving supervisor training, procedures for focusing goals of supervision sessions, assisting students in meeting their academic and social needs, as well as supporting supervisors’ professional goals to promote best practices are proposed.     

Making it ‘APP’en: service user feedback: developing and implementing a service user APP: reflections from Northern Ireland,England and Scotland

Despite the advent of social media and increasing use of smart phone technology amongst global and UK populations, APP’s for social work remain in their infancy. Several have been developed which focus on the education of social workers and practitioners providing information on specific social work issues, and one we are aware of that explores ethics and values using a games-based approach. In this paper, we discuss the importance of service user perspective in social work practice and how this informed the development of the feedback App. We reflect on developing this instrument using digital technologies which social workers can use to gather anonymous feedback from service users about their experiences of social work interventions. This project, developed in response to demands placed on social work agencies to evidence the effectiveness of service interventions, provide robust data from service users for inspection regimes and sustain service user involvement in improving services. The evaluation model is designed to document the implementation process, exploring what works and what barriers, challenges and lessons were learned by the project team together with how some of the tensions in the process were addressed and resolved.