The Common Assessment Framework: does the reality match the rhetoric?

The Common Assessment Framework (CAF) is an important part of the procedures envisaged in the government's Every Child Matters: Change for Children (ECM: CFC) programme. Implementation of CAF, in particular, raises many important questions, not least those arising from the inconsistencies apparent between government rhetoric around the development of multi‐agency services provided to all children with ‘additional’ needs and the actual experiences of children, young people, parents/carers and practitioners in ‘real world’ situations. This paper explores the extent to which the actions of practitioners and the experiences of service users with regard to CAF mirror or differ from those which would be expected in view of the content of government guidance and policy documents. The data used is taken from an evaluation of CAF processes in two locations in northern England over a period of 6 months. It concludes that very small numbers of children and young people actually received the service; that, despite genuine enthusiasm from practitioners for them to be so, the processes observed could not yet be described as fully ‘child centred’; that fathers were insufficiently involved; and that CAF was, in reality, another service ‘rationed’ according to resources available and according to agencies' priorities.     

‘Like walking on eggshells’: service user views and expectations of the child protection system

This paper reports on a study of service users' views on Irish child protection services. Qualitative interviews were conducted with 67 service users, including young people between 13 and 23. The findings showed that despite refocusing and public service management reforms, service users still experience involvement with the services as intimidating and stressful and while they acknowledged opportunities to participate in the child protection process, they found the experience to be very difficult. Their definition of ‘needs’ was somewhat at odds with that suggested in official documentation, and they viewed the execution of a child protection plan more as a coercive requirement to comply with ‘tasks’ set by workers than a conjoint effort to enhance their children's welfare. As in previous studies, the data showed how the development of good relationships between workers and service users could compensate for the harsher aspects of involvement with child protection. In addition, this study demonstrated a high level of discernment on the part of service users, highlighting their expectation of quality standards in respect of courtesy, respect, accountability, transparency and practitioner expertise.     

Performance Management,Caseloads and the Frontline Provision of Social Services

Caseloads and performance management are important working conditions of workers delivering public social services in street‐level organizations. The literature on these working conditions argues that high caseloads and performance management have considerable consequences for workers' performance in terms of the quality of services they provide and the results they realize. This article empirically investigates and compares these consequences, drawing on the results of a quantitative study of frontline workers in 14 local welfare agencies in the Netherlands. These workers are responsible for the delivery of welfare‐to‐work policies to social assistance recipients. The findings show that high caseloads do, indeed, have a detrimental effect on workers' performance, whereas the impact of performance management is more modest, though confirming some of the findings reported in other studies on performance management. The results also show that by focusing service provision on a proportion of their caseload, workers are able to reduce the negative impact of high caseloads somewhat. Overall, the article finds that the negative impact of high caseloads is more pervasive than that of performance management. The article concludes that the recent focus in the literature on performance management and its consequences for public services should not turn scholars' attention away from the ‘traditional’ public administration problem of high caseload sizes.     

‘Disability is not a word we use’: Social workers' professional judgements about support for disabled young people leaving care

Disabled young people leaving care often experience a more complex transition to adulthood than other youths. Still, policy and services can fail to recognize the intersection between a young person's care experiences and disability. Drawing on data from a qualitative interview study with 14 social workers who work with aftercare in the Norwegian child welfare services, we investigate social workers' professional judgements about support for this subgroup of the leaving care population. Our analysis uses the theoretical construct of institutional logics and shows that social workers did not include concepts of disability in their judgements about support for these young people. Instead, the social workers' considerations were guided by three other organizing principles: a ‘medical logic’, an ‘activation logic’ and an ‘aftercare logic’. We discuss these findings in light of critical disability studies and argue for a more nuanced understanding of disability in social work practice with care leavers. Highlighting disability rights and going beyond diagnosis and categorisations of disabled people can challenge a medical model approach to service provision.     

Young people act as consultants in child‐directed research: an action research study in Iceland

This paper evaluates an action research study, conducted in Iceland, which involved young service users as consultants to the research. We used participatory group work methods to activate the young people's knowledge and guide social workers in developing their practice. The young people's advice influenced the data generation and analysis, guided the action intervention and contributed to the evaluation. Their emphasis on the quality of relationships and attention to children's concerns was crucial in developing the concept of child‐directed practice.     

The nature and culture of social work with children and families in long‐term casework: Findings from a qualitative longitudinal study

Social work in the United Kingdom is preoccupied with what social workers cannot do due to having limited time to spend with service users. Yet remarkably little research has examined what social workers actually do, especially in long‐term relationships. This paper draws from an ethnographic study of two social work departments in England that spent 15 months observing practice and organizational life. Our findings show that social work some of the time has a significant amount of involvement with some service users and the dominant view that relationship‐based practice is rarely achieved is in need of some revision. However, families at one research site received a much more substantial, reliable overall service due to the additional input of family support workers and having a stable workforce who had their own desks and were co‐located with managers in small team offices. This generated a much more supportive, reflective culture for social workers and service users than at the second site, a large open plan “hot‐desking” office. Drawing on relational, systemic, and complexity theories, the paper shows how the nature of what social workers do and culture of practice are shaped by the interaction between available services, office designs, and practitioners', managers', and service users' experiences of relating together.     

Parents' perceptions of contact with the Norwegian Child Welfare Services

Listening to the opinions of service users is important in research. This study explored how parents cognitively and emotionally perceive contact with the Norwegian Child Welfare Services (CWS). It also compared the reports of parents recently referred to the CWS with reports of more experienced users. A content analysis was conducted on open‐ended survey responses from parents (n = 697). This study fills a gap in the literature on how parents perceive contact with the CWS and what they see as important factors when judging this contact. The findings showed that 40.6% of the parents reported exclusively positive experiences, 30.7% of the parents reported solely negative experiences, while 24% of the parents described both positive and negative experiences. The content of the positive and negative experiences were related to characteristics of the child welfare workers, the quality of the relationship, the help offered and the parent's feelings of insecurity and fear. New CWS users tended to view the contact as more positive than the more experienced ones. Practical implications are presented.     

Welfare Workers' Cultural Models of Domestic Violence

ABSTRACT

Despite progress in policies and services for domestic violence, service use remains lower than the need suggests. This study, an analysis from a larger project on social service providers, examines welfare workers' shared beliefs about domestic violence. Using a mixed method design utilizing pile sorts (n = 38; 11 child welfare and 29 financial assistance), a survey (n = 57; 24 child welfare and 33 financial assistance), and in-depth interviews (n = 3; two child welfare and one financial assistance)—workers organized their ideas about factors that contribute to domestic violence, rated the factors along key dimensions of meaning (importance, controllability, characteristics of victims or perpetrators, and cause or effect), and shared experiences of their work with domestic violence cases. Financial assistance and child welfare workers organized their beliefs similarly demonstrating consensus on the importance of the factors, and shared beliefs about the factors that were causes and effects of domestic violence. In interviews, child welfare workers emphasized their focus on systems and collaboration. Despite areas of agreement, child welfare and financial assistance workers did not demonstrate consensus on ideas about domestic violence overall. The findings have implications for practice, specifically for improving responses to domestic violence and increasing the use of domestic violence services.     

Putting the parity into service‐user participation: An integrated model of social justice

Models of service‐user participation have derived from citizenship or consumerist agendas, neither of which has achieved the structural reforms important for the most marginalised social work clients. This article proposes Fraser's model of ‘parity of participation’ as an appropriately multifaceted frame for capturing the social justice aspirations of service‐user participation. A qualitative case study compared the experiences and expectations of people who had used Australian mental health services with a sample who had used Australian homelessness services to examine their expectations of participation at individual and representative levels. The findings reinforce concerns from Fraser's research about the tendency for identity‐based consumerist notions of participation to reify group identity. This leads to tokenistic service‐user involvement strategies that have little impact on participation at a structural level. Fraser's parity of participation is shown to have untested potential to reshape service‐user participation to meet the social justice aspirations of social work clients. Key Practitioner Message: ● Innovative, service‐user driven strategies for collaboration will be those which challenge existing power structures; ● Service users want their contributions to decision making to generate identifiable change in the system of social services; ● The success of service‐user participation strategies might be the extent to which political, economic and cultural opportunities are enhanced.     

Finding the right connections: Peer support within a community‐based mental health service

Gray M., Davies K., Butcher L. Finding the right connections: Peer support within a community‐based mental health service This article reports on a qualitative study that examined the organisational enablers and barriers to implementing peer support work in an Australian, rural, community‐based mental health service. Interviews with 19 peer and non‐peer staff were conducted to identify attitudes towards peer support and whether there were organisational values, practices and strategies that might support the implementation of peer support. The findings revealed that peer support workers were valued for their ability to build trusting connections with clients and to accept client choice in a non‐judgemental way. However, peer support workers tended to ‘fill service gaps’ within intensive, administrative case‐management environments. These findings highlight the importance of an organisational‐wide approach to integrating peer support, where the responsibilities for adopting new ways of working fall to all staff, not just the peer support workers themselves. Key Practitioner Message: ? Practitioners placed high value on the peer support workers on their teams due to their unique personalised engagement with clients; ? The roles of peer support workers were poorly understood by team members; ? Organisational integration of peer support principles could improve the way all staff engage with clients to reflect a recovery orientation.     

The service system challenges of work with juvenile justice involved young people in the Hunter Region,Australia

Current policies suggest that collaborative approaches are core to working effectively with juvenile justice involved young people. However, there is little research examining the workings of multi‐agency and collaborative endeavours in this field, or the experiences of the human service workers facilitating these connections. This paper reports on qualitative research that resulted from the Juvenile Justice and Education Equity in the Hunter Region project. Thirty‐eight human service workers were interviewed about their perceptions of the workings, strengths and challenges of the service system that supports young people who come into contact with the Children's Court in the Lower and Upper Hunter regions of New South Wales. Data analysis revealed three key themes related to (1) service gaps, cycles and maelstrom; (2) pursuing authentic service engagement; and (3) insider–outsider dynamics in service provision. Findings are discussed in relation to emerging practice and research agendas.     

Identity work of welfare service users in participatory spaces

The popularizing user participation agenda has encouraged the creation of discursive spaces for collaborative decision‐making with the welfare service users. Despite the claim of partnership with the service users, these participative spaces do not always promise parity of participation. Based on a qualitative study conducted in Hong Kong, this paper discusses the manifestation and constitution of identity among the welfare service users who took part in organizational spaces for participatory management. The analysis uncovers the tensions and promises in participatory management with the welfare service users.     

The welfare service practitioners’ perception of their power position in the user participation imperative

In the popular user participation rhetoric of social work practice, and amid the outcry for sharing power with the welfare service users when providers make service decisions, much research attention has been put on the circumstances that impeded the users’ voices, presuming that the service practitioners actually have de facto power over the service users. Based on the findings of a participatory research project conducted in Hong Kong, this paper scrutinises this presumed position of power from the service providers’ own perspective. Drawn from interviews of 47 service practitioners individually or in group, this phenomenological account is important for deciphering the conscious experiences that influence the service practitioners’ actions and reactions within participative spaces.     

Organizational factors and child participation in decision‐making: differences between two child welfare organizations

Children in residential care tend to be less content with the quality of care arrangements and participation opportunities compared to children in foster care. This study explored possible differences in social workers' views about child participation and service quality. Hierarchical regression analyses were used to test if any differences may be explained by collaboration between professionals' and social workers' work engagement. We found that social workers from residential care services seem more prudent in letting children participate in case planning compared to social workers planning for foster care. Social workers' judgements of service quality were also highly affected by their organizational affiliation, but personal factors such as work engagement may also play a part. The differences we found regarding social workers' attitudes towards participation and their rating of service quality are associated with organizational culture. Understanding how organizations shape social workers' decisions to include or exclude children in care planning may help gain a more comprehensive understanding of what is needed to take the participation agenda forward.     

Less than human: a qualitative study into the experience of parents involved in the child protection system

This paper reports on the findings from a qualitative study into the experiences of parents who were involved in the English child protection system in 2013. Seventeen in‐depth interviews were conducted involving 19 parents and/or partners, and a framework approach was used to analyse the data. There were positive experiences of individual social workers and some positive experiences of the child protection system. However, the overwhelming theme of the parents' experiences was that the system was uncaring, inflexible and for some harmful to both themselves and their children. Despite being included in the child protection process, parents felt they were not afforded the same rights as a participant, as a decision‐maker or as a partner in seeking to improve the situation. The threat of consequences silenced parents who felt unable to speak out or challenge the things they disagreed with or coerced others into signing agreements they did not agree to. Such experiences related to a sense that they were being treated as ‘less than human’. These findings are considered within the context of recent reforms within the English child protection system.     

Trust as a Means of Bridging the Management of Risk and the Meeting of Need: A Case Study in Mental Health Service Provision

Shifts in public policy towards an increasing focus on risk have been deemed problematic at a number of levels, particularly the tendency for concerns over reputational risk to institutions to trump the interests and needs of service‐users. This article explores the tension between these two dimensions, of risk and need, in a case study of local mental health services – a setting where conflicting objectives to manage risk and meet need are apparent. Media‐driven pressure to ward against the ‘risk’ represented by service‐users tends towards more coercive policy which may obstruct the meeting of need, which in turn may undermine service‐user engagement and hinder risk management. Drawing on qualitative data from interviews with service‐users, professionals and managers, the article explores the process of trust and its facilitative role in meeting need and managing risk. Findings suggest that while existing foci on risk are at times counter‐productive, trust plays a significant role in service‐users' initial and ongoing engagement, communication and co‐operation with professionals. Yet inherent obstacles to trust within mental healthcare contexts remain, due to cultural pressures on professionals, the nature of the illness experience and negative past experiences of in‐patient care.     

Gender,emotions and fly‐in fly‐out work

This paper explores the emotional life of fly‐in fly‐out (FIFO) workers and their families, through an analysis of more than 500 postings made on an online chat forum for mining families. Building on literature on fly‐in fly‐out workers and understandings of emotions as socially constructed, analysis shows how posters to the forum, typically women whose male partners are FIFO workers, construct gendered emotional identities for their partners (sometimes referred to as ‘Mr Miner’), and for themselves, as ‘mining women’, ‘mining widows’ or the ‘mining missus’. Inherent in the creation of gendered emotional subject positions is the process of women undertaking emotion work on and behalf of themselves, their male partners and their children. The findings demonstrate the overarching normative dimensions of women's emotional self‐transformations in the service of their mining partners' careers and the attendant reproduction of everyday patriarchal relations in the private lives of mining families.     

Service Users' Perspectives on the Benefits System in Israel: A Participatory Action Research

This article presents a position paper on Israel's benefits system. It was produced in the framework of a participatory action research with the collaboration of welfare services users and social welfare policy practitioners, academics, social practitioners, and social activists. Some 78 persons living in poverty, from various population groups, were asked, in group settings, to describe their experiences with the benefit system and services, their coping strategies, their perceptions and attitudes towards these services, and their recommendations for ways to improve them. The position paper which emerged from this process served as the basis for discussions between service users, social welfare policy practitioners, researchers, social activists and social practitioners at an academic conference. Issues such as benefits cuts, eligibility, and definitions of poverty are discussed and recommendations are presented.     

Negotiating deficiency: Exploring ethnic minority parents' narratives about encountering child welfare services in Norway

Evaluating the participatory opportunities for service users within social welfare institutions is a pressing issue. In this article, we explore a group of ethnic minority parents' experiences with child welfare services (CWS) in Norway. A strong narrative theme was deficiency positioning—how lacking a Norwegian normative set of knowledge and skills challenged the parents' opportunities to participate. We analysed how deficiency positioning was perceived, negotiated, and contested in the parents' accounts, and 4 themes emerged: (a) learning to parent, (b) contesting expert knowledge, (c) learning to be a client, and (d) constructing CWS deficiency. Nancy Fraser's concept of “participatory parity” was applied to explore how current institutional structures may enable and limit parents' participation. The analysis provides insight into agencies and informants' sense‐making processes as well as the diverse resources and strategies that parents draw upon in the CWS encounter. Furthermore, we argue that an interplay between a strong focus on “parenting skills” and bureaucratic and economic structures positions ethnic minority parents as deficient, thus providing powerful mechanisms for marginalization. Implications for case work and institutional levels are discussed.     

Rhetoric vs. reality in social work supervision: the experiences of a group of child care social workers in England

Whilst the contribution of good supervision to high‐quality social work practice is widely recognized, research exploring practitioners' experiences of supervision is surprisingly limited. Set within the context of the supervision framework for employers of social workers in England, this small‐scale survey, using an extended questionnaire, examined the experiences of supervision of a group of child care social workers. The aim was to find out what aspects of supervision worked well and where there was room for improvement. The findings suggest that whilst the majority of employers had appropriate supervision policies in place, day‐to‐day practice varied enormously, frequently falling well short of national standards, with the quality of supervision often depending more on the characteristics of the supervisor and the agency context than the needs of the worker. Supervision sessions typically focused predominantly on case management, with much less attention paid to the worker and opportunities for them to reflect on their practice. Only a quarter of the social workers in this survey could be considered to be satisfied with their current supervision, with a much higher proportion clearly dissatisfied.