After the Wave—The Centrelink Social Work Response Offshore

Abstract

Communities worldwide were affected by the tsunamis that struck a dozen Indian Ocean nations on 26 December 2004. More than 300,000 people were killed or left missing as a result of the tragedy. The Australian Government played a key role in the disaster response overseas and in Australia. As part of a whole-of-government response to the crisis, eight Centrelink Social Workers were deployed to tsunami-affected areas for two weeks after the initial disaster to provide personal support to Australian victims and their families. This paper presents the service delivery framework adopted offshore and delineates the role undertaken by the social workers. Drawing on their practice experience, the paper examines some of the challenges, dilemmas, learnings and implications for future service delivery.     

The role of social workers and social service delivery during crisis intervention for tsunami survivors: a case study of Thailand

This paper seeks to understand the economic, social and psychological impacts on survivors in Thailand of the Asian Tsunami on 26 December 2004. The Tsunami disaster brought about great changes in the lives of survivors, the role of social workers and social service delivery. Problems were actively worked out between many parties resulting in greater collaborations between local, national and international organizations. Social workers worked in a collaborative manner with various professions in delivering crisis intervention. In the case of the Tsunami disaster, there is an emergence of the development of the professional role of social workers and other social service workers to respond to the urgent needs of the family and children survivors.     

The Role of Social Workers and Social Service Delivery During Crisis Intervention for Tsunami Survivors

Abstract

This paper seeks to understand the economic, social and psychological impacts on survivors in Thailand of the Asian Tsunami on 26 December 2004. The Tsunami disaster brought about great changes in the lives of survivors, the role of social workers and social service delivery. Problems were actively worked out between many parties resulting in greater collaborations between local, national and international organizations. Social workers worked in a collaborative manner with various professions in delivering crisis intervention. In the case of the Tsunami disaster, there is an emergence of the development of the professional role of social workers and other social service workers to respond to the urgent needs of the family and children survivors.     

Planning to Plan: A Process to Involve Child Welfare Agencies in Disaster Preparedness Planning

In the aftermath of Hurricane Katrina when child welfare officials in Louisiana reported they did not know the whereabouts of all their children in foster care, disaster planning in public child welfare became a new area of concern. This article reports on a process of engaging seven public child welfare agencies in planning for disasters that could affect child safety and service delivery. The Washington Metropolitan Area Disaster Planning Project used a strengths-based approach to help agencies responsible for protecting and serving children in foster care and families at risk of abuse and neglect develop plans to augment and continue service delivery and responsiveness in the aftermath of a natural or man-made disaster. The processes of gathering information on disaster responsiveness, interviewing community and professional informants, developing a template to guide disaster planning within the agencies, and implementing a tabletop exercise are described. As a result of this consultation effort agencies became aware that disaster planning at the state and county levels had proceeded without child welfare at the table, that the increase in need for child welfare services during a disaster was not recognized by disaster professionals, and that practicing disaster responsiveness is necessary to assure readiness.     

Australian Workers’ Narratives about Emergency Relief and Employment Service Clients: Complex Issues,Simple Solutions

This paper illuminates two under-investigated, and often intersecting, frontline services accessed by unemployed people. It reports on the narratives of 32 Australian service providers working in emergency relief or employment services during 2012, including perceptions of clients’ presenting issues and problems, and rationale for intervention. Workers tended to use reductionist and individualistic terms to describe complex client issues suggesting self-motivation and personal responsibility were key to gaining employment or alleviating poverty. Clients were often viewed as having the power to change their circumstances, while workers appeared unaware of their positional power and drew from dominant conservative discourse about welfarism and unemployment to fortify their compliance requirements. The findings are discussed in relation to service delivery and reform.     

Constructing the ‘ideal’ family for family‐centred practice: challenges for delivery

Family‐centred practice positions families as the key decision‐makers, central to and experts in the wants and needs of their child. This paper discusses how families interviewed for a Western Australian study describe their relationships with a range of allied health professionals in the paediatric disability sector. The allied health professionals, in turn, describe how they characterize the role of families caring for children with disabilities. We argue that the successful implementation of family‐ centred principles in service delivery need to move beyond the individualizing of responsibility and acknowledge the structural and systemic limits to family‐centred practice, as well as the social complexity within which diverse families live.     

New Disability Services: The Critical Role of Staff in a Consumer-directed Empowerment Model of Service for Physically Disabled People

Australian disability services have undergone a major review. Initiated by the government and now enshrined in new legislation, this review has significant implications for non-government social welfare organisations as major service providers in that it demands a significant service delivery reorientation. This paper describes one demonstration project involving four physically disabled persons, one female and three males, located in one domiciliary unit which signposts this new service direction and identifies it as a consumer-directed and empowering model. This is contrasted with previous institutional and care models of service. It identifies the staff role as important in this client-empowering model of service and raises a range of critical issues in the consumer-staff interface which enhances such empowerment. The paper suggests that where these staffing features and empowerment processes are lacking deinstitutionalisation may well have occurred without consumer empowerment being achieved.     

Accounting and the celebration of rationality in human service delivery organizations

Emerging perspectives of control in human service delivery organizations are facilitated by rational accountability formulations whose tenets and assumptions remain basically unquestioned in organizational and accounting literature. This paper critiques the underpinnings of rational accountability formulations and their appropriateness for human service delivery organizations. In turn, a non-rational metaphor of the role of management accounting information is proposed which recognizes uncertainty for what it is rather than assuming the very certainties that cannot be found in the delivery of human services.     

Social work and technology: Challenges for social workers in practice: A case study

Abstract

Social Work is just beginning to consider the full impact of technology on practice. In this paper the experience of social workers working in Centrelink, the Australian Government's service delivery organisation, is explored in the context of Centrelink's increased reliance on technology to deliver its services to six million Australians. The results of a survey that indicated nearly one half of Centrelink's social workers have received no formal training in how to use the technologies they rely so heavily on in their work are considered, as is the role of the social workers who are working as a part of Centrelink's call centre network. It is argued that social workers need to be careful not to confuse means and ends when it comes to utilising technology as a part of their practice.     

How Do They Fit?

Abstract

Despite public policies that promote an increased role for faith-based organizations in the delivery of publicly supported services, insufficient attention has been paid to assessing how service delivery by faith-based and secular providers might differ. This study considers the issues involved in evaluating the role of faith-based organizations within the broad context of a community's social service offerings. Criteria are developed for assessing role differences by comparing the types of services, delivery approaches, and service locations offered by different types of providers. The approach is then illustrated using a large sample of social service providers in Los Angeles County. Important role differences are revealed. Faith-based organizations offer fewer and different types of services than their secular counterparts. The results suggest a modest and focused role for faith-based organizations in social service delivery, but one that is complementary to the efforts of secular providers. The methodological issues raised by such analyses are highlighted.     

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.     

Characteristics of Gamblers Using a National Online Counselling Service for Problem Gambling

Immediate interventions for a range of health concerns are increasingly being delivered online due to their ease of access and potential to attract new treatment cohorts. This paper describes the development and implementation of a national Australian real time chat and email service for problem gambling. Between September 2009 and September 2011, over 85,000 people visited Gambling Help Online. In addition, 1,722 people engaged in real time chat with trained gambling counsellors, while 299 accessed the email support program. Almost 70 % of people accessing these programs were seeking treatment for the first time, with email contacts significantly more likely to be new treatment seekers (78.0 %) compared with chat clients (68.1 %). Chat clients were more likely to be male than female and aged under 40 years, while email clients, while still highly accessed by young males, were more often female and aged over 40 years. These initial findings suggest that online counselling provides an important alternate mode of service delivery, which is attractive to new treatment seekers. Further research is required to determine the efficacy and impact of this service type on long-term gambling outcomes.     

Experiences of health service providers establishing an Aboriginal-Mainstream partnership to improve maternity care for Aboriginal and Torres Strait Islander families in an urban setting

Australian policy encourages multiagency partnerships between hospitals and Aboriginal Community Controlled Health Organisations to improve the health of Aboriginal and Torres Strait Islander people. Service planners remain unsure about how to implement such partnerships in maternity care, and there is a lack of appropriate tools designed to gauge the state of such partnerships for the Australian Indigenous context. In 2013, two Aboriginal health services and a major tertiary hospital partnered to deliver best practice maternity care to Indigenous families in Brisbane, Australia. A participatory action research approach underpinned this study. Semi-structured qualitative interviews and focus groups were conducted with 21 of the partnership staff. All interviewees emphasized the partnership’s commitment to improving long-term health and wellbeing for Indigenous families. Strategic planners were more likely to report a positive partnership than staff involved in service delivery who had diverse views. This highlights the challenges of change management when conducting such a significant service redesign in this cross-cultural context. We detail changes made within the partnership in response to the findings and provide suggestions for future development of an evaluation tool to review the state of Aboriginal-Mainstream Partnerships.     

Sizing up Australia: toward a national sizing survey

This paper reports on the outcomes of research on the use of anthropometric data by designers of Australian workplaces and products used in Australian workplaces. Australian designers were asked how they used anthropometric data, and about the adequacy of data that were available to them for their needs as designers. In addition to a review of published and grey literature, designers were surveyed and asked for detailed information about their use of anthropometric data and about their needs. Thirty-two completed questionnaires were received. Two focus groups of designers were conducted; 13 people attended in Adelaide and 16 in Melbourne. The data indicated that designers either did not use anthropometric data at all or had difficulty finding data that were reliable and relevant to their specific needs. In response to the findings the Human Factors and Ergonomics Society of Australia developed a Special Interest Group for anthropometry that currently has over 150 members. The Group is actively lobbying government for an Australian Sizing Survey, so this research is an important stimulus to a major policy investment for Australia.     

Can a Unified Service Delivery Philosophy Be Identified in Aging and Disability Organizations? Exploring Competing Service Delivery Models Through the Voices of the Workforce in These Organizations

Services for older adults and younger people with disabilities are increasingly merging, as reflected in the creation of Aging and Disability Resource Centers (ADRCs). Using ADRCs to coordinate services is challenging, primarily because these fields have different service delivery philosophies. Independent Living Centers, which serve people with disabilities, have a philosophy that emphasizes consumer control and peer mentoring. However, the aging service delivery philosophy is based in a case management or medical model in which the role of consumers directing their services is less pronounced. Using institutional logics theory and a qualitative research design, this study explored whether a unified service delivery philosophy for ADRCs was emerging. Based on focus groups and questionnaires with staff from ADRCs, findings revealed that competing service delivery models continue to operate in the aging and disability fields.     

Family Therapy for Child and Youth Mental Health: A Scoping Literature Review

Early intervention in childhood years is an important part of successful therapies for children and adolescents living with or at risk of mental illness. Family therapy acknowledges the role of family relationships, interactions, and family systems in child and youth mental health. To explore the effectiveness and delivery of family therapy in order to inform current family therapy practice in Australian public mental health services, a scoping literature review mapped key concepts of the past 11 years of family therapy research. Current gaps were noted within the following key concepts: family therapy settings and definitions, the influence of family factors on outcomes, transparency of intervention methods, and the training of family therapists. Further research could be undertaken to address current gaps in the literature, specifically: assessment and intervention processes; typical length of time for a series of family sessions; frequency of sessions; and theoretical foundations linked with most effective outcomes, as identified by clinicians, children, and their families. This research would provide a better understanding of best practice and evidence‐based family therapy practices that work for children and their families to inform family therapy practice in Australia and beyond. This scoping literature review identified that there is a noteworthy variation in the way brief family therapy is provided, both in terms of the duration and frequency of sessions, as well as the theoretical underpinnings employed. Further research is warranted to explore different service contexts and brief versions of family therapy delivery and the outcomes for the children and their families.     

Conditions for Effective Coproduction in Community-Led Disaster Risk Management

VOLUNTAS: International Journal of Voluntary and Nonprofit Organizations - This paper reports on a case study of collective coproduction in an Australian community-based disaster risk management...     

People as partners: Facilitating people's participation in public–private partnerships for solid waste management

Cities in developing countries are facing a double dilemma. On one hand, the urban population is growing rapidly, causing a huge increase in demand for waste management services. On the other hand, the traditional public sector is failing to respond to the increased demand for service. The public sector is constrained by resource and institutional limitations. It is often proposed that the solution lies in private sector participation. It is expected that the private sector, with its dynamism and flexibility, may fill in the service delivery gaps by forming partnership with the public sector. However, a third tier—the people—is often overlooked in the service delivery framework. Citizens can contribute significantly to service delivery. They can support the private sector with payment of service charges. But more importantly, they can play an active role in improving accountability and service quality of both public and private sector. This radical shift in people's role, from passive service receivers to active service partners, however, may not occur endogenously. External help from facilitating agencies may enable the public and private sector to form partnership with people for better service delivery. This article examines the role of facilitating agencies in developing tripartite partnership for solid waste management service in Bangladesh. The key lessons learned are: a number of obstacles prevented spontaneous partnership among the public sector, private sector and people; facilitating agencies were able to overcome the obstacles to form partnership of the three; and, the tripartite arrangement resulted in higher accountability and better service delivery.     

Rural and Regional Developments in Social Work Higher Education

Abstract

Social work education has traditionally been taught in urban universities in on-campus programs. In the present paper, the author outlines the nature of social work education at Charles Sturt University, a regional Australian university. The author argues that social work education in a rural/regional university is shaped by rural social contextual issues, as well as by changes in the higher education sector. The author notes that social work education fills a significant gap in that it attracts students who are unable to access urban campuses, adds value to rural service delivery, supports rural/regional research, and highlights issues of rural disadvantage. Despite this, the paper argues that rural disadvantage and higher education sector pressures place the delivery of social work education shaped around and responsive to rural social justice issues in regional universities in jeopardy.     

Case Management in Rural Australia: Arguments for Improved Practice Understandings

Abstract

This article is principally concerned with case management and rurality in the Australian context. While there is substantial literature exploring case management across disciplines and across contexts, there remains a substantial gap in knowledge in relation to the role played by rurality in case management practice in Australia. An emerging body of knowledge associated with human service delivery in rural Australia under the stewardship of authors such as Alston, Cheers, and Lonne, offers valuable links between rurality and human services and draws attention to the specificity of rural work. However, there remains a gap in knowledge about how rural specificity impacts on case management practice in the political, cultural, and socioecological context that makes up rural Australia. Thus, the aim of this paper is to reflect upon contemporary knowledge of rural case management in the light of current literature and emerging trends, and to provoke interest in this topic as an area for further discussion and research.