Critical Reflections on a Social Inclusion Approach for an Ageing Australia

Abstract

The use of call centre operations in public and private sectors is a notable development in the changing structure and nature of employment worldwide. This trend is clearly evident in the South Pacific with the establishment of a call centre as the official point of entry for the statutory child protection systems in both New Zealand and New South Wales. As sites of professional practice however call centres are a controversial development. This paper discusses the practice findings of a qualitative research project which explored the particularity of intake social work (ISW) with 14 social workers employed at the Child Youth and Families' (CYF) National Contact Centre (NCC) in New Zealand. Findings were established through semi structured interviews and thematic analysis. They reveal a unique practice combining attributes of social work and emergency communication services in a workplace environment subject to similar output requirements as those found in commercial call centres.     

Global economy of signs and selves: A view of work regimes in call centers in the Philippines

Reflecting on the global nature of third-party offshore call center and its implications on the agent, this piece is an account of the researcher's own experience, observations, and interactions as a call center worker. Using the theoretical frame Global economy of signs and selves, weaving ideas from Scott Lash and John Urry, Pierre Bourdieu and Erving Goffman, the study looks at some dimensions and conditions of global service work experienced by Filipino agents. With the relocation of accounts offshore, call centers in the Philippines have given rise to a growing section of society required by the imperatives of their work to “defy” time and space, synchronizing their cycles and routines according to the rhythms and cycles of a distant social dimension and the imperatives of globalized production. Although relocation has allowed firms to reduce costs and make use of cheaper labor, the distance traversed by this new call center platform comes with some hidden costs, borne by workers, who may themselves take these other forms of work they deliver for granted. Highlighting under-emphasized, undervalued and misrecognized aspects of call center work, the study attempts to link the global, the local and the personal, while emphasizing the social and symbolic work involved in call center production.     

"We are forgotten on earth": international development targets,poverty, and gender in Ethiopia

This article describes the obstacles faced by the Ethiopians in having affordable, good quality basic health care services, reproductive health care services and primary education. The findings highlight the link between limited access to basic services and poverty, low incomes, insecure livelihoods and poor nutrition. Research findings on four Ethiopian sites indicated that majority of the population have inadequate diets, insufficient health care and education facilities, compounding gender discrimination and lack of women empowerment, and inaccessible reproductive health care. After analyzing gathered information, three areas of concern were focused upon: poverty viewed as an emergency; the need to invest in citizenship and education; and aid conditionalities, conflict and poverty. This paper suggests that to overcome poverty and the prevailing gender inequality, massive investments in basic adult, primary and secondary education and women involvement in governance and citizenship are necessary. To implement all these, the call for international support for funding is deemed necessary.     

HAVE YOU BEEN IDENTIFIED? Hidden boundary work in emergency services classifications

Information technologies, such as the computer-aided dispatch (CAD) system, have fundamentally changed workplace protocols. This paper examines the impacts that the standardized processes associated with the CAD system have on the labour of 9-1-1/police call-takers. Through an analysis of the labour of 9-1-1/police call-takers and their processes for classifying emergency call(er)s, we are able to uncover the negotiated labour between human and machine. It is argued throughout the paper that the standardized processes of the CAD system do not remove the social from call-taking but instead emphasize the use of the social as a resource for classifying call(er)s. The present analysis illustrates how emergency classification is not a standardized process but instead an actively constructed virtual image performed in real space and time by call-takers. It is the call-takers' tacit knowledge and ability to work across the virtual, abstract and material worlds that makes them essential players in emergency response.     

Driving to Work: The Front Seat Work of Paramedics to and from the Scene

The work paramedics do in the front of the ambulance on their way to and from the scene is central to the safety and well‐being of both paramedics and patients. However, most research on paramedics and emergency medical services assumes rather than empirically explores the actual happenings of what paramedics do in the front of their ambulance. In this article, I move beyond this taken‐for‐granted understanding of front‐seat work by taking readers in the front of the ambulance and exploring the hidden work paramedics do on their way to and from the scene. I draw on data from an institutional ethnography into the socially organized work and work settings of paramedics, which included over 200 hours of observations and over 100 interviews with paramedics. This article adds to research on the sociology of work and health and illness by focusing explicitly on how paramedics give meaning to their work setting, the social conditions and relations central to their work practices, and how their work knowledge is actually put into practice. In doing so, I shed light on an ever‐important occupational group in health care that has garnered little sociological attention to date.     

Production layout improvement in emergency services: a participatory approach

Volunteer fire department is a service that responds emergency situations in places where there are no military emergency services. These services need to respond quickly, because time is often responsible for the operation success besides work environment and setup time interfere with the prompt response to these calls and care efficiency. The layout design is one factor that interferes with the quick setup. In this case, the spaces arrangement can result in excessive or unnecessary movements; also the equipment provision may hinder the selection and collection of these or even create movement barriers for the workers. This work created a new layout for the emergency assistance service, considering the human factors related to work through the task analysis and workers participation on the alternatives of improvement. The results showed an alternate layout with corridors and minimization of unusable sites, allowing greater flexibility and new possibilities of requirements.     

"Women with self-esteem are healthy women": community development in an urban settlement of Guayaquil

Guayaquil, home to two million people, is Ecuador's main port city. El Guasmo is an urban settlement in the south of the city. In 1984, CEPAM, an Ecuadorian women's nongovernmental organization, began working in El Guasmo Norte, the oldest and most established area of El Guasmo. CEPAM employs an integrated approach to its work with poor urban women on health issues, legal advice, and group formation, based upon a gender analysis of life in the area. This article describes the group's work in El Guasmo Norte, explaining how women came to understand that their health and well-being were determined by their status as poor urban women, and that as a result, they decided to establish their own health center. Sections cover the determinants of urban women's health, reflection and action, the health center, the concept of integration, participating in health services, and lessons learned.     

Understanding the Post‐Industrial Assembly Line: A Critical Appraisal of the Call Centre

As a relatively new form of service sector employment, call centres have been an important issue in the sociology of work for two decades. This article offers a critical review and appraisal of call centre literature, drawing upon an existing typology classifying call centre research in four categories: characteristics and organisational features; choices and strategies of management; the effect of work on employees; and the response of employees to working conditions. The article also explores recent developments that utilise call centres as a tool to investigate emerging social theories and other sociological concepts.     

Risk factors for computer visual syndrome (CVS) among operators of two call centers in São Paulo, Brazil

The aims of this study were to investigate work conditions, to estimate the prevalence and to describe risk factors associated with Computer Vision Syndrome among two call centers' operators in S?o Paulo (n = 476). The methods include a quantitative cross-sectional observational study and an ergonomic work analysis, using work observation, interviews and questionnaires. The case definition was the presence of one or more specific ocular symptoms answered as always, often or sometimes. The multiple logistic regression model, were created using the stepwise forward likelihood method and remained the variables with levels below 5% (p < 0.05). The operators were mainly female and young (from 15 to 24 years old). The call center was opened 24 hours and the operators weekly hours were 36 hours with break time from 21 to 35 minutes per day. The symptoms reported were eye fatigue (73.9%), "weight" in the eyes (68.2%), "burning" eyes (54.6%), tearing (43.9%) and weakening of vision (43.5%). The prevalence of Computer Vision Syndrome was 54.6%. Associations verified were: being female (OR 2.6, 95% CI 1.6 to 4.1), lack of recognition at work (OR 1.4, 95% CI 1.1 to 1.8), organization of work in call center (OR 1.4, 95% CI 1.1 to 1.7) and high demand at work (OR 1.1, 95% CI 1.0 to 1.3). The organization and psychosocial factors at work should be included in prevention programs of visual syndrome among call centers' operators.     

The supportive community: a new concept for enhancing the quality of life of elderly living in the community

This study examines supportive community programs in Israel, which aim to improve the quality of life of the elderly. These innovative programs pool existing resources to provide a benefits package that includes medical services, an emergency call switchboard, a "neighborhood facilitator," and social activities. Data were collected in 2000-2001 using qualitative and quantitative methods. The program provides specific services to meet needs that otherwise are not adequately addressed. The major contributions of the program reported by the members was increasing their personal security (two-thirds), easing the burden on their children (one-third), and enabling them to remain at home (one-quarter). The supportive community program enriches the variety of services available, thus providing the elderly with the choice of staying within their familiar surroundings of their homes and neighborhoods. This model appears to be both a cost-effective way to facilitate aging in place and a way to meet many of the elderly's essential needs, thereby maintaining their quality of life.     

Emergency department social work in the UK and Sweden: evaluation by older frequent emergency department attenders Kuratorsarbete på akutmottagning i förenade kungadömet Storbritannien och Sverige: en utvärdering utifrån brukarperspektivet hos äldre mångbesökare på akutmottagningen

Social work based in hospital emergency departments (EDs) in Sweden and the UK reflects a wider European social/health care policy trend. A key focus is on diverting older frequent ED attenders from ‘inappropriate’ hospital re-attendance or emergency admission, because of social care problems. However, previously there has been no evaluation of the significance of ED social work for health and well-being, from the standpoint of older frequent ED attenders themselves. In a preliminary way, our paper provides this through drawing on a small scale Swedish/UK study. Its comparative account of service user feedback underscores the importance of ED social work as a facet of European social work. It indicates that ED social work contributes to the quality of care within emergency departments, acts as a key access point to social services, and can promote both short and longer-term health. At the same time, some serious shortcomings emerge. These include under-developed referral systems, and limitations to community based services following ED social work assessment, which reflect the under-resourcing of social care provision in both countries. Moreover, service users’ experience in both Sweden and the UK reveals the risk of ED social work with older frequent ED attenders being used as a substitute for follow-up medical/nursing care when that is also required.     

WOMEN'S WORK IN THE INFORMATION ECONOMY: The case of telephone call centres

This paper is concerned with the work experiences and career opportunities of women employed in technology-intensive offices known as telephone 'call centres'. Call centres have grown rapidly across Europe in recent years, creating a significant number of new jobs and receiving considerable attention within the media, business and academic communities. However, despite the fact that the majority of call centre jobs have been taken by women, researchers have so far paid little attention to their position in this new 'industry'. The article addresses this research gap. In particular, it is concerned with the question of whether call centre work is offering women new opportunities for skill development and career progression, or whether a more familiar trend is taking place in which women are being drawn into a highly routinized, 'de-skilled' and de-valued area of work. The paper also uses the specific example of call centre work in order to reflect on broader issues about the changing nature of women's work and employment in the so-called 'information economy'.     

The Supportive Community

Abstract

This study examines supportive community programs in Israel, which aim to improve the quality of life of the elderly. These innovative programs pool existing resources to provide a benefits package that includes medical services, an emergency call switchboard, a “neighborhood facilitator,” and social activities. Data were collected in 2000-2001 using qualitative and quantitative methods. The program provides specific services to meet needs that otherwise are not adequately addressed. The major contributions of the program reported by the members was increasing their personal security (two-thirds), easing the burden on their children (one-third), and enabling them to remain at home (one-quarter). The supportive community program enriches the variety of services available, thus providing the elderly with the choice of staying within their familiar surroundings of their homes and neighborhoods. This model appears to be both a cost-effective way to facilitate aging in place and a way to meet many of the elderly's essential needs, thereby maintaining their quality of life.     

Global Anti‐Money Laundering Standards and Developing Economies: The Regulation of Mobile Money

This article discusses the confluence of international initiatives to counter money laundering and terrorist finance with migrant remittances and the growing use of mobile telephone technology for more than making a call. The experiences of Kenya and the Philippines with mobile telephone‐based financial services are outlined as potential models consistent with the ‘risk‐based’ approach now promoted by the Financial Action Task Force (FATF), one objective being to encourage the implementation of regulation of m‐money services by recognising the development and social‐welfare opportunities offered by the technology in the context of a developing economy.     

CYNICISM ABOUT COMMUNITY ENGAGEMENT IN HONG KONG

ABSTRACT

In Hong Kong, the years since the handover of the territory to Chinese sovereignty on July 1, 1997 have been a dispirited period characterized by open cynicism toward the government. Against this widespread social discontent and dissatisfaction, the government has tried to promote social cohesion and community spirit as a way forward to resolve social conflicts. How people respond to this call for more community involvement and whether they have faith in the ability of community engagement to make a change are questions that should be addressed. This article focuses on cynicism about community engagement in terms of taking part in social services and community affairs, and explains the variation in this attitude. It is found that perceptions of social disadvantage, social trust, and the presence of dependent children have significant effects on cynical attitudes toward community engagement. This article is concluded by an argument for a “broader” definition of community responsibility that includes the fulfillment of family and work obligations, and the avoidance of passing moral judgment on burdened individuals with limited resources.     

Domestic Violence in the Second Half of Life

Providing an adequate and effective community response to women age 50 and older who experience domestic violence is complicated by the oftentimes disparate goals and expectations of service providers, emergency responders, and victims themselves. This article shares information provided by participants of focus groups designed to understand and identify what women age 50 and older want and need from agencies that provide services to enhance victim safety.     

The Case for Better Maps of Social Service Provision: Using the Holy Cross Dispute to Illustrate More Effective Mapping

Third-sector organizations provide essential services, but not all types of organizations operate equally well given different intensities of public problems. This article argues for maps that would help social service funding bodies. Those maps would include three elements: (1) a measure of service demanded by a community, (2) data on the full range of organizations able to supply those services, and (3) a chart that identifies those organizations that provide services at different intensities of need. By providing information about the supply of organizations in a community, with measures of demand for services, state funding bodies, foundations, and individual philanthropists can make informed decisions about where to allocate funds. An ideal map is illustrated by using the case of the Holy Cross Dispute (2001), whereby a host of voluntary sector organizations provided a voice for residents in this divided Belfast community. The result is a call for more intensive mapping exercises of voluntary sector social service provision.     

Differences between paid and unpaid social services for beneficiaries

In many Western welfare states, social work services that have traditionally been provided by paid employees are being replaced by family support, community support, informal networks, and volunteering. For the field of social work, it is relevant to know what it matters to beneficiaries whether services are provided by volunteers or by paid employees. The central question of this article is therefore as follows: What are the differences between unpaid and paid social services for beneficiaries? The article is based on literature review and focus groups. Our results suggest that beneficiaries do experience some differences regarding the advantages of volunteer services for beneficiaries that can be summarized in three propositions: (1) services provided by volunteers are more relational than are services provided by paid employees, and they are therefore perceived as more equal, flexible and sincere. (2) The effects of volunteer services for beneficiaries are not exclusively positive. (3) Although particular tasks may appear to be interchangeable to some extent, the relative advantages of a given task depend upon whether it is performed by a paid worker or by a volunteer. Additional research is needed in order to provide further validation.     

‘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.     

Consumer-operated self-help services

To create a mental health system focused on recovery, consumer-operated services, for which an evidence base is emerging, should be promoted. Consumer-operated services have become a viable, cost-effective model designed to provide social support and recovery opportunities for people diagnosed with a psychiatric disability who are living in the community. This article describes the consumer-operated services model and uses a self-help center as an example. The core components of consumer-operated self-help centers are outlined. Qualitative data gathered through a larger study of self-help centers is presented. The article highlights the benefits of and areas for improving this innovative resource, which offers many advantages and opportunities for people living with a psychiatric disability in the community.