Question
What are service users’/carers’ expectations of social workers?
Answer
Service users and carers have specific expectations of social workers, which are crucial for effective service delivery and professional development. These expectations focus on personal qualities, person-centreed approaches, and practical support.
Key Expectations
Personal Qualities: Service users value social workers who demonstrate empathy, responsiveness, emotional support, and practical help. These qualities are essential for building trust and effective relationships (Kam, 2020; Mclaughlin, 2016).
Person-Centreed Approach: Service users appreciate when social workers consider their whole life context, not just their immediate issues or illnesses. This holistic view is particularly valued in mental health settings, where continuity of care and a focus on the social model of mental health are prioritized (Wilberforce et al., 2019).
Practical Support and Coordination: In healthcare settings, social workers are expected to provide assessments, counseling, and assistance in coordinating care systems. Their role in managing systemic family issues and collaborating with other professionals is also highly valued (Mclaughlin, 2016; Giamportone, 2022).
Involvement in Education: Service users and carers expect to be involved in the education of social workers, which enhances the relevance and effectiveness of training. This involvement is seen as beneficial for developing empathy and communication skills in future social workers (Irvine, Molyneux and Gillman, 2015; Tanner et al., 2015; Allain and Hingley‐Jones, 2008).
Conclusion
Service users and carers expect social workers to possess strong personal qualities, adopt a person-centreed approach, and provide practical support and coordination. Involving service users and carers in social work education is also crucial for preparing social workers to meet these expectations effectively. These insights highlight the importance of aligning social work practice with the needs and expectations of those they serve.
References
Kam, P., 2020. ‘Social work is not just a job’: The qualities of social workers from the perspective of service users. Journal of Social Work, 20, pp. 775 – 796. https://doi.org/10.1177/1468017319848109
Wilberforce, M., Abendstern, M., Batool, S., Boland, J., Challis, D., Christian, J., Hughes, J., Kinder, P., Lake-Jones, P., Mistry, M., Pitts, R., & Roberts, D., 2019. What Do Service Users Want from Mental Health Social Work? A Best–Worst Scaling Analysis. The British Journal of Social Work. https://doi.org/10.1093/bjsw/bcz133
Mclaughlin, J., 2016. Social work in acute hospital settings in Northern Ireland: The views of service users, carers and multi-disciplinary professionals. Journal of Social Work, 16, pp. 135 – 154. https://doi.org/10.1177/1468017314568843
Irvine, J., Molyneux, J., & Gillman, M., 2015. ‘Providing a Link with the Real World’: Learning from the Student Experience of Service User and Carer Involvement in Social Work Education. Social Work Education, 34, pp. 138 – 150. https://doi.org/10.1080/02615479.2014.957178
Giamportone, K., 2022. Expectations of social workers for interprofessional practice in healthcare: qualitative insights from practicing physician, nurse, and social work professionals. Social Work in Health Care, 61, pp. 516 – 529. https://doi.org/10.1080/00981389.2022.2154887
Tanner, D., Littlechild, R., Duffy, J., & Hayes, D., 2015. ‘Making It Real’: Evaluating the Impact of Service User and Carer Involvement in Social Work Education. British Journal of Social Work, 47, pp. 467-468. https://doi.org/10.1093/BJSW/BCV121
Allain, L., & Hingley‐Jones, H., 2008. An evaluation of a service user/carer symposium: what do I want from my social worker?. **.
BASW (2014) Code of Ethics [Online] Available: [https://www.basw.co.uk/codeofethics/] accessed 27th November 2016
HCPC (201) Standard of Proficiency [Online] Available [http://www.hpc-uk.org/assets/documents/10003b08standardsofproficiency-socialworkersinengland.pdf] accessed 27th November 2016
O’Connor, I., Hughes, M., Turney, D., Wlison, J. and Setterlund, D. (2016) Social Work and Social Care Practice. London: SAGE
TOPSS UK Partnership (2002) National Occupational Standards for Social Work [Online] Available: [https://www3.shu.ac.uk/HWB/placements/SocialWork/documents/SWNatOccupStandards.pdf] accessed 27th November 2016
