Client Service Research Articles

Victim Service Agency Perspectives on the Impact of the COVID-19 Pandemic

Victim service agencies felt widespread impacts from the COVID-19 pandemic on their staff, organizational practices, and client populations. This study offers a qualitative exploration of the impact of the COVID-19 pandemic across a broad spectrum of victim service settings, including court-based, mental health, medical, child welfare, interpersonal violence, and advocacy agencies. An electronic survey was completed by Ohio agency workers (N = 170) serving child and young adult victims of trauma. Codebook thematic analysis was used to identify agency and staff experiences, client needs, and changes to service delivery during the pandemic. Results revealed victim impacts in six categories: increases in mental/behavioral health needs, challenges resulting from school closures, safety concerns for victims of interpersonal violence, higher levels of crisis needs, isolation/stress, and service access issues. Agency-level impacts focused on the transition to virtual services, challenges with staffing and resources, worker burnout/stress, and resilience and flexibility. Implications are discussed for organizational staffing and trauma-informed training needs, burnout prevention and mitigation, and client service gaps. Future research should continue exploration of system- and organizational-level adaptation in response to the pandemic, as well as the long-term implementation of trauma-informed organizational practices as a strategy to enhance victim service worker satisfaction and retention.

IMPACT OF TRAINING ON EMPLOYEE’S PERFORMANCE IN PRIVATE BANKS OF HYDERABAD

A crucial aspect of the banking industry, particularly in the private banking sector, is the impact of training on employee performance. The motivation behind this Study is to sum up the current existing research on the impact of training on employee performance in private banks of Hyderabad. Studies show that training can significantly improve the performance of employees in the banking sector, bringing about expanded efficiency, job satisfaction, client service, and overall hierarchical achievement. The relevance of the training content to the job, the quality of the trainers, and the level of engagement of the employee all play a role in how effective the training is. The improvement in employee performance and overall organizational success is the focus of this study. This study highlights the improvement of employee performance and overall organizational success. This is demonstrated by the training structure which is intended to accomplish association key objectives. Information was gathered from Banks of Hyderabad. Irregular inspecting procedure is utilized by analysts to accumulate reactions from 150 workers through poll. Assessment is done by relapse and connection procedure. The findings of the research have shown that the components of training have a positive effect on worker execution of banks of Hyderabad.

Peran Client Service dalam Business Development PT. Hashmicro Solusi Indonesia

This report is prepared as a brief explanation of the activities carried out during the implementation ot the MBKM (Merdeka Belajar Kampus Merdeka) Internship program at PT Hashmicro Solusi Indonesia. The Implementation of the Internship activities is carried out in the business development division, the client sub-division. Work in this division focuses on mining data for cold calls, entering leads data into the company’s system, collecting information related to client needs and offering the system needed by clients, confirming meeting schedules or presentation demos, and filling out daily report on business development, client service, and cold calls.

IMPACT OF TRAINING ON EMPLOYEE’S PERFORMANCE IN PRIVATE BANKS OF HYDERABAD

A crucial aspect of the banking industry, particularly in the private banking sector, is the impact of training on employee performance. The motivation behind this Study is to sum up the current existing research on the impact of training on employee performance in private banks of Hyderabad. Studies show that training can significantly improve the performance of employees in the banking sector, bringing about expanded efficiency, job satisfaction, client service, and overall hierarchical achievement. The relevance of the training content to the job, the quality of the trainers, and the level of engagement of the employee all play a role in how effective the training is. The improvement in employee performance and overall organizational success is the focus of this study. This study highlights the improvement of employee performance and overall organizational success. This is demonstrated by the training structure which is intended to accomplish association key objectives. Information was gathered from Banks of Hyderabad. Irregular inspecting procedure is utilized by analysts to accumulate reactions from 150 workers through poll. Assessment is done by relapse and connection procedure. The findings of the research have shown that the components of training have a positive effect on worker execution of banks of Hyderabad.

SOCIAL POLICY FOR THE MIDDLE CLASS NEEDS AND CHALLENGES IN THE LIGHT OF MEMOIRS

The authors address the issue of selected elements of the social policy offer in the context of the contemporary social challenges and changing recipients needs. They draw attention to the representatives of the middle class who, as a subject of interest for creators of social policy offer, and also as the clients of such social services, remain marginalized. By analyzing the significance of the crises (unemployment and health crisis), they recognize their consequences for the quality of life and the possibility of fulfilling the aspirations of the middle class, offering the extension of the social help offer which will not be limited to the reacting to the crucial deficits and dependency. The authors take a closer look at the identity of the middle class, discussing its values, norms and needs from the perspective of shaping the future offer of support, relevant to its needs and social costs. They point to the importance of the middle-class orientation to the success, the cult of self-sufficiency, as well as status insecurity and loosening of the social bonds for the formation of the needs and ways of satisfying them. Based on the diaries of the unemployed people and the diaries written during the COVID-19 pandemic, they analyse selected issues related to the quality of labour market services and the health care system. They address the issue of the connection of state-led social policies with the design of a new service perspective.

Penerapan Communication Skill Training pada Pelaksanaan Psikoedukasi Keluarga yang Merawat Klien dengan Hipertensi

This study aims to provide an overview of the application of communication skills training in the implementation of family psychoeducation that treats clients with hypertension. The research method used in this study is a case report which describes and analyzes in depth the benefits of applying family communication methods in caring for clients with hypertension. The results showed that there were changes in healthy lifestyles and an increase in the quality of care for clients with hypertension after implementing communication skill training in the implementation of family psychoeducation. In conclusion, the application of communication skill training in the implementation of family psychoeducation that treats clients with hypertension can improve healthy lifestyles and the quality of health care services for clients with hypertension.
 
 Keywords: Hypertension, Communication Skills, Therapeutic Communication, Psychoeducation

Influence of Accountability Indicators on Service Delivery among Local Government Authorities in Dodoma, Tanzania

This study examines how accountability indicators predict service delivery in local government authorities in Dodoma using a cross-sectional design with a sample size of 399 respondents comprising Village Council and Street Committee Members. The study used both qualitative and quantitative approaches in collection and analysis of data. The study revealed that regular reporting, clear goals and proper use of funds were significant indicators of accountability that predict service delivery while learning from mistakes, treasury rules and regulations, promptness, misconduct and wrongdoing were not significant predictors of service delivery. Therefore, it is recommended that the President's Office-Regional Administration and Local Government, Regional Secretariats and Local Government Authorities should emphasize goal-setting and proper use of funds, involve all actors in setting goals and have more than one official to authorize payments. Establishing committees responsible for monitoring local government authorities' activities is also recommended, along with implementing client service charters to ensure accountability is well observed in LGAs.

Assessment of the Effects of the COVID-19 Pandemic in the HoReCa Industry in the Opinion of Customers and Employees

Assessment of the Effects of the COVID-19 Pandemic in the HoReCa Industry in the Opinion of Customers and Employees

Диалог с потребителем в эпоху медиатизации: ответы на отзывы о медицинских услугах в условиях Интернет-коммуникации

The article analyses online communicative interaction of the authors of reviews about provided services of the companies. The focus is on methods of consumer feedback within the framework of public communication. It can be noted that when comparing an online consumer review with its traditional paper prototype the consequences of expressing claims in the “Book of Feedback and Suggestions” and in social networks feedback differ significantly in their consequences for the reputation of the company. In this regard, the strategy of responding to consumer feedback - both positive and negative - is a topical subject matter in terms of effective communication with the consumer in the digital age. The purpose of the study is a communicative-pragmatic analysis of commentary texts on behalf of companies representing a response to consumer feedback in the context of online public communication. Reviews about doctors and medical services on the websites of the specialized network publication “Prodoctorov” and responses from a medical institution were used as materials for study. A communicative-pragmatic description of the response to a consumer feedback is based on the main strategy of the addresser, which is mainly expressed in building and preservation of the company’s image. The tactics of responding to a positive or negative assessment of a medical service are considered. Structural-semantic models of two types of responses to reviews are pointed out. The pragmatic characteristics of the response commentary to the consumer review, which bring it closer to the advertising text, and manipulative techniques in arranging feedback from the clients of medical services are noted.

Reinforcement learning based tasks offloading in vehicular edge computing networks

With the rapid development of autonomous and intelligent techniques, vehicles are currently equipped with computation and communication modules for satisfying clients’ on-vehicle computing requests. To meet the client’s on-vehicle computation requests such as on-vehicle games and self-driving mechanisms, vehicles have to continuously generate computational tasks. However, due to the limited on-vehicle computation capacities, it is barely possible to handle the above requests by the vehicle itself. These requests are then offloaded to special devices such as roadside units or intelligent vehicles. With the fluid feature of the traffic, more requests are generated during the peak hours than at the low hours. Based on the above facts, two significant challenges arise in vehicular edge computing networks: (i) how to accurately determine whether the vehicular networks are in peak or low hours, and (ii) how to effectively offload the generated requests? In this paper, to tackle the above challenges, we investigate the problem of computational requests offloading under different vehicular networking scenarios. To handle the first challenge, we propose the fuzzy inference-based algorithm to identify the situation of the vehicular network (i.e., whether it is in peak hours or low hours). We employ the reinforcement learning-based algorithm for the second challenge to offload the computational requests effectively. Experiments show that our schemes outperform the benchmark by an average of 24.8% regarding resource utilization when satisfying the interests of both service providers and clients.

Domestic Investors’ Socio-economic Experiences and the 2017 Stock Market Crisis in Lagos State, Nigeria

Globally, stock market crisis is a recurrent phenomenon to which Nigeria is not immune. The 2017 stock market crisis in Nigeria continues to affect the domestic investment profile. Previous studies on stock markets have focused largely on economic growth and foreign investors, neglecting the social dimensions of stock market crises. Therefore, this study examined domestic investors’ socio-economic experiences during the 2017 stock market crisis in Lagos, Nigeria. The Planned Behaviour Theory provided the framework, while a descriptive design was employed. Purposive and snowball sampling techniques were utilised to select three stockbroking firms and regulatory agencies based on their professional knowledge of stock market operations. Forty in- depth interviews were conducted, fourteen with clients of Cowry Assets Management Limited, thirteen with clients of Future review Financial Services Limited, and thirteen with clients of Greenwich Trust Limited. Six case studies were conducted, with two clients from each of the three selected stockbroking firms. Additionally, nine key informant interviews were conducted: three with staff from Nigerian Exchange Limited, three with staff from Securities and Exchange Commission, and one stockbroker from each of the three selected stockbroking firms. Data were content-analysed. During the 2017 stock market crisis, domestic investors had negative socio-economic experiences, including loss of lives and friendships, and disruption of marriages leading to separation, divorce and social order upheavals. The crisis caused socio-economic disruptions that affected lifestyles and well-being among domestic investors. Transparency in the market is necessary to restore investors’ confidence

Proposed Business Strategy for Law firm (Case Study of RP)

This paper addresses the business issues faced by RP, a mid size law firm tiered 4 in Indonesia, including unnecessary fixed costs associated with renting a large office space, stagnation in rankings by legal 500 and IFLR, and challenges in maintaining client relationships and service quality amid growth. The author aims to conduct research on the law firm industry to analyze and understand the specific conditions of RP. The research seeks to propose effective business strategies to help RP generate more revenue, regain its original market position, and overcome the aforementioned challenges. By thoroughly analyzing RP’s current situation, this study aims to identify the necessary business solutions that will enable RP to meet client needs, enhance profitability, and gain a competitive advantage in the legal market. The findings and recommendations from this research are expected to provide valuable insights for RP and contribute to the advancement of strategic decision-making within the law firm industry.

The Unintended Influence and Impact: Funder-Mandated Performance Metrics, Service Delivery, and Social Justice

ABSTRACT Nonprofit organizations provide services that address the complex needs of diverse populations within a multitude of financial and resource constraints. Necessity requires these organizations to apply for financial support from a variety of stakeholders and engage in evaluation processes that are often driven by funder priorities. Therefore, understanding nonprofit staff perceptions of the influence of funder-mandated metrics upon service is critical. This study utilized qualitative interviews to examine the perceptions of administrators and staff members within nonprofit organizations related to the influence of funder-mandated performance metrics on service provision. Findings suggest that funder-mandated metrics influenced the definitions of client success, client-provider relationships, client motivation, and how services are provided. Social justice questions are raised regarding the impact that culture, privilege, and ideology can have on service delivery and client experiences which highlight directions for future research and practice implications.

Clinicians' perspectives on why young Aboriginal people are not testing for sexually transmissible infections in Western Sydney.

Incidence of sexually transmissible infections (STI) amongst young Aboriginal people in Australia are significantly higher compared to the wider population. Low levels of engagement with public sexual health services also exacerbates health inequity. This study sought to understand the access barriers facing Aboriginal People with local Sexual Health services from the perspective of local clinicians within Western Sydney. Six clinicians (six registered nurses, two medical practitioners) and two social workers, working in a Sexual Health service, were interviewed using a semi-structure questionnaire. Interviews were audio recorded and transcribed verbatim. Interview texts were analysed using NVIVO 12 and a thematic analysis undertaken. Thematic analysis revealed three broad themes: personal, practical, and programmatic. Clinicians believed the involvement of Aboriginal people in service delivery would contribute to greater inclusion and more culturally competent services. Clinicians also considered that young Aboriginal people were unaware of the risks of untreated STIs, and that greater STI-related education regarding risk and prevention may reduce STI incidence and improve participation in services. Clinicians believed that culturally-competent STI education would be more effective if co-designed with the local Aboriginal community. Clinicians identified that Aboriginal young people were concerned about their privacy when accessing services, and that barriers could be reduced by greater community engagement in service delivery design and quality improvement initiatives. The three themes identified in this study provide guidance for service providers about approaches that may enhance the access, participation, and cultural safety sexual health services for Aboriginal clients.

Accountability and Quality of Service Delivery in Marsabit County Government

Any organization's continued viability rests in large part on the quality of the services it provides. According to the theoretical literature, the level of professionalism shown by workers is a major factor in the quality of service clients get. However, there has been a lack of empirical research on the relationship between accountability and service quality. The main purpose of this study was to assess the effects of accountability on quality of service delivery in Marsabit county government. The study was anchored under The Service Quality Theory. The target population for this study was 303 Marsabit County employees working at various ministries within the County headquarters and with an adoption of sample size of 45% the study established a sample size of 137 respondents. Stratified random sampling was used to select the respondents. A questionnaire was used as the primary instrument for data collection. The study employed both descriptive statistics such as percentages, means and standard deviations and inferential statistics such as Pearson’s correlation and Multiple Regression to present and analyze the data. The statistical package for social science (SPSS) aided the data analysis. The study established that accountability has a strong positive effect on quality of service delivery and accounted for 72.2% (R square = 0.722) of the variation in quality of service delivery. This study suggests that there is need for counties top leadership to ensure that accountability practices are formulated, enforced and adhered to. It is also important that counties to adopt code of conduct/ethics to improve on quality of service delivery. It is recommended that a more comprehensive survey covering different counties to be done to shed more light on this subject.

“Overworked and Stretched Thin”: Burnout and Systemic Failure in School Social Work

The effects of burnout on client service provision, organizational health, and individual well-being are increasingly a focus of social work research, particularly against the societal backdrop of the post-COVID-19 era. Children and their families rely on school social workers (SSWs) to meet increasingly pressing and common mental health needs. However, burnout may jeopardize not only SSWs’ well-being, but also their collective ability to serve this vulnerable population. The current study captures SSW perspectives on burnout related to the following themes: SSW–administrator dynamics; role conflict and lack of role definition; presence of trauma in caseload; systemic challenges (including the subthemes of unrealistic workload, the desire for more interprofessional collaboration and social work–specific supervision, and limited resources); and the effects of the COVID-19 pandemic. Using these perspectives as a guide, policy recommendations are made to enhance interprofessional collaboration, clarify roles and responsibilities, and safeguard SSWs as “first responders” for children’s mental health.

Key Factors Affecting Efficiency of Private and Public Sector Bank: Analytical Study

The foundation of every nation’s economic structure is made up of financial institutions. It consists financial institutions such as banks, credit societies, asset management companies, insurance firms and mortgage lenders. They assist the economy expand by giving their clients financial support and services. One of the key factors in the growth of the national economy is seen as being banks. The current study examines the financial results of the nation’s public and private sector banks in order to comprehend how well the bank makes financial decisions. Moreover, to identify the various factors that affect the bank’s financial stability. The research instrument used is capital adequacy, asset quality, management capability, earnings capacity and liquidity model and t-test. It can be concluded that public sector banks need to focus on strategic decisions for sustaining in the competition with private sector banks. They require to be more professional as like private players in the banking business.

ForWhen Australian perinatal and infant mental health navigation programme: evaluation protocol

IntroductionMany parents and carers experience mental health challenges during pregnancy and early postpartum years, and there are cumulative shortfalls in the identification, follow-up, and treatment of those experiencing perinatal and...

Evaluating a telehealth single-session consultation service for clients on psychotherapy wait-lists.

Evaluating a telehealth single-session consultation service for clients on psychotherapy wait-lists.

Har problemen blivit värre?

Have the problems gotten worse?- An analysis of how problems and need for help in the area of mental health, alcohol and drug use have changed over time for social service clientsChanging patterns of addiction and increased psychiatric comorbidity pose new challenges for social services. As part of systematizing the work of assessing and investigating the need for help for people with alcohol or drug problems, use of the Addiction Severity Index is recommended. This descriptive quantitative study examines and compares how social workers and clients estimate the extent of a client’s problems in three areas: mental health, alcohol and drugs. Based on interviewer and client estimates, the study also examines whether the problems are estimated differently over time, from 2003 to 2017. The study includes ASI material for 15,005 people whose need for help for alcohol or drug problems has been investigated and assessed by the social services in 65 Swedish municipalities. The study shows that both clients and social workers estimate an increased problem level for the ASI domains of mental health and drugs. For alcohol, the trend is the opposite or is unchanged. Overall, interviewer as well as client estimates indicate an increased need for help and support for problems related to mental health and drug use, while the need for help and support for problems related to alcohol is unchanged or decreases over time among social service clients.