Worker-client Relationship Research Articles

Alguém se meteu no meio: modelos de intermediação digital do trabalho doméstico no Brasil

Informality is a reality for three-quarters of domestic workers in Brazil who, without a formal employment relationship, are not protected by the legal guarantees established since 2013. This lack of legal protection is exacerbated by the emphasis on entrepreneurship promoted by a growing number of digital platforms offering domestic work intermediation. In this article, we examine the structural standards of digital intermediation companies for domestic work in Brazil. Four representative platforms (GetNinjas, Parafuzo, Helpty, and Crafty) were analyzed. Our research corpus consists of their websites and applications, their terms of use, as well as journalistic articles and complaints from workers and clients on the website Reclame Aqui. The results are presented in three parts: (i) the history and general characteristics of each platform; (ii) their content organized into four categories of analysis (marketing, hiring, remuneration, and reputation systems); and (iii) the accounts of clients and workers on the Reclame Aqui website. The study found that digital intermediaries for domestic work present complex challenges for workers, as they amplify existing risks in the dominant labor model, such as intense subordination, economic dependence, lack of transparency about the value of their work, and exclusion from legal labor protection, whose recent expansion has not resulted in effective change. The study also suggests that this intensification of risks increases directly with the degree of intervention by the digital intermediary in the client-worker relationship.

Clients’ first names in social work encounters: maintaining and mitigating asymmetry in institutional interaction

ABSTRACT In encounters between social workers and clients, social workers occasionally address clients by their first name, while clients more rarely use social workers’ names. In this article, we examine uses of clients’ first names in social work encounters set in public employment services. Drawing on conversation analytic findings and methods, we focus particularly on the sequential environment surrounding the use of clients’ names to discuss their role in the interaction. The article offers new contributions in two main respects: one is to the field of social work by exploring in detail how a recurrent practice such as the use of clients’ first names is involved in the production and maintenance of institutional roles and in managing power and asymmetry in the client–worker relationship. The second is that the analyses demonstrate how first name address terms are involved in performing context-specific functions in encounters between social workers and clients in a welfare-to-work setting.

Person-Centered Home Care: Exploring Worker-Client Relationships Using an Intersectional and Critical Disability Framework.

More research is needed into how "person-centered care" (PCC) manifests in home care (HC) worker-client relationships. Qualitative data were collected at three time points from twelve HC workers and others to better understand how approaches to care shape the pathways of older adult HC clients with chronic conditions in two Canadian health jurisdictions. This paper uses critical disability and intersectionality frameworks to highlight ways in which PCC enables social and instrumental benefits for workers' and clients. It also exposes difficulties in being flexible and developing interpersonal relationships because of HC policies. Workers also acknowledged risks when trying to prioritize client preferences, sometimes drawing distinctions between reasonable and unreasonable demands. Implications for enhanced training and support for workers around navigating flexibility and boundaries and using a relational approach to PCC are discussed, as are implications for policy-making that protect all parties.

Risk Factors Contributing to Crossing Professional Boundaries in the Context of COVID-19 in the Czech Republic

Abstract Crossing professional boundaries in the context of Czech social work remains an understudied phenomenon. Additionally, the recent situation caused by the COVID-19 pandemic dramatically affected work conditions and transformed social work practice. The aim of this article is to answer the following research question: How do subjectively experienced risk factors affect the social worker in situations when professional boundaries are crossed and in the context of a pandemic situation (COVID-19)? The text is based on the theory of professional boundaries in the client–worker relationship and also includes the perspective of professional boundary crossing in social work. The key conceptual framework is ecosystem theory qualitative research carried out in two phases via in-depth semi-structured interviews in the selected locality. Each phase included informers who were active as social workers in low-threshold centres for children and youth. The text is a reflection of the influence of external factors on professional boundaries and of the internal dispositions of social workers, on the basis of which the text offers practical recommendations for social work practice in three categories: social workers at the individual level, leadership and organisations, educational institutions.

A Qualitative Study on Strengthening the Client–Worker Relationship in Welfare-to-Work Services

Previous articleNext article No AccessA Qualitative Study on Strengthening the Client-Worker Relationship in Welfare to Work ServicesSarah Carnochan, Aditi Das, and Michael J. AustinSarah Carnochan Search for more articles by this author , Aditi Das Search for more articles by this author , and Michael J. Austin Search for more articles by this author PDFPDF PLUS Add to favoritesDownload CitationTrack CitationsPermissionsReprints Share onFacebookTwitterLinkedInRedditEmail SectionsMoreDetailsFiguresReferencesCited by Journal of the Society for Social Work and Research Just Accepted Published for the Society for Social Work and Research Article DOIhttps://doi.org/10.1086/714309 Views: 50Total views on this site HistoryAccepted February 24, 2021 PDF download Crossref reports no articles citing this article.

Digitalization, stress, and social worker–client relationships during the COVID-19 pandemic

Summary The COVID-19 pandemic has dramatically changed the possibilities for people to interact and communicate. This article examines Swedish social workers’ experiences of the extent to which the COVID-19 pandemic has affected the use of digital tools in their work, and whether this use has affected the social worker–client relationship and their stress levels. The article draws on a web survey (N = 541) via a quantitative analysis of responses and a qualitative analysis of answers to an open-ended question. Findings Most respondents agreed on experiencing increased use of digital tools in the relationship with the clients, increased skills in using digital tools, and a more positive view of digital tools in the social worker–client relationship. However, experiences on whether stress levels had increased and the relationship with the clients worsened, were divided. Age correlates positively with increased stress levels, and social workers working with social assistance, as well as women, are more likely to agree on that the relationship with the clients has worsened. Responses from open-ended questions highlight a rapid shift where social workers have gained a more positive view of digital tools, that video meetings can increase efficiency and flexibility, but also work environment problems. Applications This article contributes with useful insights into how the use of digital tools during the COVID-19 pandemic has changed and affected stress and the social worker–client relationship. It can support discussions on the future implementation of digital tools in social work after the pandemic.

Encountering bodies and identity dynamics of social worker: A case of a cleft lip and palate surgeries department

This article highlights social work practices for children with cleft lip and palate (CLP) and their families in a hospital. Embodiment is the main theoretical perspective used to analyse complex encounters between clients (children with CLP and their parents) and social workers in concrete interactive situations. It allows us to symmetrically reflect on how encounters between the bodies of clients, the social worker and medical professionals co-construct and redefine the social worker’s identities. Three body-related identities emerge and coexist as the practice proceeds: a normal person with a normal life, a learner without embodied knowledge of a particular illness and a professional with both medical and social work authorities. These three dimensions show how mutual embodiment in contextualised interactions affects the social worker-client relationship. About implications for social work practice, we draw attention to the situated identities of social worker in a specific context, and explain how embodiment serves as a critical tool to improve our understanding of practitioners’ dynamic identities through embodied reflexivity.

The impact of the COVID-19 pandemic on community health workers from HIV care organizations in the mid-south

The COVID-19 pandemic brought a fundamental shift in the delivery of services by community health workers to people living with HIV. This qualitative study sought to understand how community health workers who work with people living with HIV in one Mid-South community were impacted by the COVID-19 pandemic and ways in which these changes affected them. Virtual qualitative interviews were conducted with 23 community health workers and supervisors across five organizations from April to July 2020. Thematic analysis was used to analyze the data. The five themes discovered were (a) virtual service delivery’s impact on the community health worker-client relationship, (b) the use of technology to communicate with clients, (c) increased work responsibilities, (d) the need for support and self-care; and (e) the extra layer of trauma that the murder of George Floyd added. Recommendations for supporting and strengthening the community health workforce are offered.

Information Communication Technology and the Social Worker-Client Relationship

A core value in social work is the importance of the worker-client relationship. Communication is a key factor in this relationship. The pandemic, marked by a dramatic, rapid increase in communication through information communication technology (ICT), has underscored both challenges and benefits for the worker-client relationship. Informed by communication theories, this paper provides a conceptual framework for examining ICT interactions between workers and clients at the generalist practice level. The review revealed four challenges (e.g., more permeable worker-client boundaries) and five benefits (e.g., increased opportunities for social presence). Factors to be considered in guiding tool selection are: (1) communication medium “bandwidth”, (2) mutual directionality, (3) privacy and confidentiality, (4) message formality, and (5) complexity of message content. Implications for practice, education, and research emerged from this framework. For instance, increased methods of communication via technology can enhance social workers’ social presence in relating to clients. However, social workers must know how and when to use which tools. Finally, evidence is needed regarding how ICT use affects the worker-client relationship. Moving forward, we recommend applying communication theories to guide research on the impact of ICT on the worker-client relationship with the goal of establishing best practices for ICT use.

Trauma-informed and Equipped for the Field: Implementing a Trauma Studies Curriculum in a BSW Program

It has long been recognized that there is a high prevalence of trauma exposure in client populations served by social workers. The recent (current) pandemic underscores the universality of trauma exposure, not only for clients but for generalist practice social workers. Experiencing trauma impacts the client-worker relationship and client outcomes, which makes it critical to address at an early point in social workers’ education. Implementing a trauma-informed care (TIC) model is becoming the standard of care, despite many social workers not receiving comprehensive, explicit education about trauma until reaching their master’s level education courses. By equipping the baccalaureate level social worker with trauma-specific education, they are better equipped to respond to clients and to be prepared for the impact of their clients’ trauma on their own lives. Offering trauma-courses at the baccalaureate level for social work students offers them opportunity to better serve their clients, recognize organizational practices that support trauma-informed care, and manage their own self care practice. In this paper, the author examines the rationale for, and outlines the creation and implementation of three trauma-specific courses at the baccalaureate social work education level.

Extent, trajectory, and determinants of child welfare turnover and exit destinations

PurposeThe high-stakes nature of child welfare work together with hostile clients; high caseloads; and extensive, time-sensitive documentation requirements contribute to high levels of worker turnover. Turnover impacts families through less contact with workers and disrupted worker-client relationships. This study uses an organizational social capital framework to examine extent and trajectory of child welfare turnover and the destinations of those who exit. Method: We used data from the Florida Study of Professionals for Safe Families (FSPSF), a longitudinal cohort study of frontline child welfare workers hired in 2015–16 (N = 1,285). After describing turnover and destinations, we used multinomial logistic regression to examine how organizational supports contributed to exits from child welfare and exit destinations. Results: By three years, almost 60 % of workers had left child welfare with very few returning to the field. Of those staying in child welfare positions, 50 % had switched agencies at least once. One exit path did not dominate. Those who left child welfare were relatively equally divided between exiting to a different health and human service (HHS) field, another employment sector, or without a plan for employment. Relative to staying in child welfare, organizational support decreased odds of exiting to other HHS fields, and supervisory climates emphasizing goals increased odds of exiting to a different industry. Discussion: Findings identify that although child welfare workers exit the field largely due to job- or agency-related reasons, their destinations, including many without plans, suggest agencies can address aspects of workers’ responsibility and support challenges to improve retention.

Book Review: The dynamics of the social worker–client relationship by Joseph Walsh

Book Review: <i>The dynamics of the social worker–client relationship</i> by Joseph Walsh

‘I feel … I need to defend myself’: Exploring the influence of social worker’s attachment history on the social worker-client relationship

This paper offers a qualitative exploration of the influence of attachment patterns on individual social worker-client relationships. An attachment theory-informed IPA methodology is employed to gain insight into the experiences of three practicing social workers. The Adult Attachment Interview and Meaning of the Client interview (adapted version of the Meaning of the Child Interview) are used alongside Interpretive Phenomenological Analysis, triangulating findings and common themes. We found evidence of specific childhood experiences and dangers replayed in interactions with their client, albeit in an individualised and context-dependent rather than uniform way. Also, the dangers inherent in the institutional context of child protection work can intensify tensions from workers’ past history, resulting in a more defensive and self-protective approach than might have been expected from considering the professional’s childhood attachment relationships alone. Therefore, expectations of the professional-client relationships in this context should be realistic on what can be achieved, focussing less on transformation and ‘certainty’, and more on increasing awareness and capacity to tolerate difficult feelings arising from past history that may be elicited in the professional-client relationship.

BUILDING A COLLABORATIVE RELATIONSHIP WITH AN INVOLUNTARY PARENT IN CHILD PROTECTIVE SERVICES

Building a collaborative relationship with an involuntary parent is challenging; however, the worker-client relationship is essential to promoting the wellbeing of the child and family. This article describes a small-scale qualitative study conducted with child protective workers in one region of Estonia. Findings indicate that in order to encourage involuntary parents to participate, it was crucial to learn what was provoking their resistance. Recognition was used to establish a collaborative relationship with involuntary parents. To reduce the unequal distribution of power, the parent was recognised as an equal partner and negative feelings were validated and understood as a normal reaction to intervention. eywords: Child Protective Services, collaborative relationship, Estonia, involuntary parent, recognition, worker-client relationship

Applying Anti Oppressive, Empowerment, and Strengths Based Approaches to Social Work Practice with Hmong Clients

This conceptual article discusses social work practice with Hmong Americans using a framework that embraces anti-oppressive practice, empowerment and strengths-based approaches. Specifically, the Hmong kinship social construct of kwv tij neej tsa (pronounced: ku tee ning ja) is used to elaborate on the importance of upholding family relationships that transcends the worker-client relationship. Social workers are encouraged to empower Hmong to seek and ask for resources that support their collective value of connection to family and group identity, which is a strength that contributes to resilience and buffers against historically oppressive practices and systems.

Antagonism beyond employment: how the ‘subordinated agency’ of labour platforms generates conflict in the remote gig economy

AbstractThis article investigates why gig economy workers who see themselves as self-employed freelancers also engage in collective action traditionally associated with regular employment. Using ethnographic evidence on the remote gig economy in North America, the UK and the Philippines, we argue that labour platforms increase the agency of workers to contract with clients and thus reduce the risk of false self-employment in terms of the worker–client relationship. However, in doing so, platforms create a new source of subordination to the platform itself. We term this phenomenon ‘subordinated agency’, and demonstrate that it entails a ‘structured antagonism’ with platforms that manifests in three areas: fees, competition and worker voice mechanisms. Subordinated agency creates worker desire for representation, greater voice and even unionization towards the platform, while preserving entrepreneurial attitudes towards clients.

Theorising worker–client relations in front‐line service work: Understanding the experience of non‐professionally affiliated workers in UK mental health services

AbstractThis paper contributes to a deeper understanding of front‐line service workers’ experience of the worker–client relationship. It is based on a series of in‐depth interviews with non‐professionally affiliated workers in new front‐line roles in UK mental health services. The findings cover three main areas: worker motivation and orientation; the nature of the worker–client relationship; and the role played in the relationship by the structure of work and relationships with colleagues. Evidence is found to support the use of the framework of Korczynski (Sociology, 43, 2009), but the research also suggests ways in which each of the framework's elements might be developed. It is argued that the idea of ‘caring’ is in need of refinement; that worker–client relations should not be seen solely in terms of client sovereignty and that a focus on the technical organisation of work can only go some way towards providing an understanding of the worker experience.

Women on the Border between Home and Homelessness: Analysing Worker–Client Relationship

Housing First, as implemented in Finland, offers two housing options for people who are homeless or at risk of homelessness. In this context, permanent housing refers to a scattered‐site rental flat or a community‐based housing unit in accordance with the Housing First principle. The focus of our study was on worker–client relationship and its diverse meanings at different stages of women’s housing pathways. Our data consisted of narrative thematic interviews with nine women who lived in scattered housing and three workers of a housing unit. The narratives of the housing unit workers were related to a deep concern for the women who have the most limited choices and who do not always see the housing unit as home. The workers felt frustrated with the inconsistency of care pathways in substance abuse care, psychiatric hospital care as well as gerontological services. Women in scattered housing had received sufficient support at critical stages of their housing pathway from the public service system, which is an integral part of the Finnish Housing First model. In their cases, homelessness and problems with housing had been addressed as part of a holistic effort to improve the quality of their lives either through adult social work, child protection aftercare or psychosocial services. Getting sufficient support in a vulnerable situation in a trust‐based worker–client relationship was a unifying theme of this dataset of women. Our study also challenges the development of services from the perspective of women whose housing pathways are characterised by numerous losses and exclusions, and for whom many services remain out of reach.

The social worker-client relationship in the digital era: a configurative literature review

ABSTRACT The social worker-client relationship is described as essential to social work but is a broad and multi-layered concept. Today, the relationship is strengthened and challenged by digitalisation. The aim of this configurative literature review is to understand how research on social work from 2015 to 2020 describes and analyses digitalisation’s significance for the social worker-client relationship. Three themes depict the benefits and disadvantages of digitalisation, how digitalisation generates new ethical questions and dilemmas, and the different theoretical perspectives used. Future research should go beyond the pros and cons of digitalisation and should use various theoretical approaches to challenge data, illuminate client perspectives, and pose additional questions.

Expert knowledge or emotional connection? Examining clients’ expectations for highly-skilled professional care

Current research suggests that clients devalue semi-skilled care workers’ substantive knowledge and compel these workers to provide emotional intimacy. I refer to this characterization of care workers’ expertise and labor as from the heart knowledge and care. In this study, I evaluate if clients expect highly-skilled care workers with professional degrees to provide from the heart knowledge and care, too. I conducted qualitative interviews to examine clients’ expectations for their relationships with care professionals. While other studies suggest that clients devalue emotional intimacy cultivated by workers who they perceive as having few work skills, the clients in my study valued—and often rewarded—emotional intimacy cultivated by workers who they perceived as highly-skilled. I explore the limits of Zelizer’s conceptualization of the “connected lives” approach by highlighting the link between status and worker-client relationships.