Service users’ perspectives of child welfare services: a systematic review using the practice model as a guide

Abstract

ABSTRACTThis systematic review examined qualitative literature that captured child welfare service users’ experience with child welfare services with a focus on their worker. From 45 studies, 621 helpful and 323 unhelpful aspects were identified. The most frequent helpful aspects included clear communication, instrumental and emotional support, and responsiveness. The most frequent unhelpful aspects included inadequate services, low involvement, and behaviors that undermined confidence. These aspects were organized into common practice model elements: Family Engagement, Teaming, Assessment, Service Planning, Intervention, and Tracking/Adjusting. Approximately 70% of all comments fit within engagement. These findings shed light on concrete behaviors that might more clearly guide service provision efforts and help inform future research on child welfare hiring, training, and supervision.