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  • Room to Relate in Centrelink? Attempts to Engage Supportively by Drawing on Guidance from Social Workers

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    Hall,G_2016_01Thesis.pdf (3.936Mb)
    Author(s)
    Hall, Gregory Wayne
    Primary Supervisor
    Boddy, Jennifer
    Other Supervisors
    Chenoweth, Lesley
    Hajkowicz, Stefan
    Year published
    2016
    Metadata
    Show full item record
    Abstract
    Contact with the Australian social security and human service provider Centrelink offers opportunities for vital support, both financial and social. However, it can also invoke significant challenges, particularly where people struggle to relate and to make their voices heard. Centrelink has been criticised extensively as beset by machine-like bureaucratic processes, stigmatising ‘participation’ expectations, intrusive compliance interactions and a customer service framework inadequate for the serious needs of people seeking assistance. There has been extensive research attention to constrictive aspects of the Centrelink ...
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    Contact with the Australian social security and human service provider Centrelink offers opportunities for vital support, both financial and social. However, it can also invoke significant challenges, particularly where people struggle to relate and to make their voices heard. Centrelink has been criticised extensively as beset by machine-like bureaucratic processes, stigmatising ‘participation’ expectations, intrusive compliance interactions and a customer service framework inadequate for the serious needs of people seeking assistance. There has been extensive research attention to constrictive aspects of the Centrelink context. In keeping with this, interest in the small but significant body of social workers in Centrelink has largely focused on their struggles to maintain professional discretion and insulate themselves from challenging organisational surroundings. There has been less attention to alternative directions and organisational attempts to develop more freedom around relating in service situations despite recognition of the need for such. This dissertation addresses a gap in understanding by considering the relational challenge in Centrelink with reference to some alternative developments which have attempted to draw on social workers to guide service provision towards supportive relationships.
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    Thesis Type
    Thesis (PhD Doctorate)
    Degree Program
    Doctor of Philosophy (PhD)
    School
    School of Human Services and Social Work
    DOI
    https://doi.org/10.25904/1912/3007
    Copyright Statement
    The author owns the copyright in this thesis, unless stated otherwise.
    Item Access Status
    Public
    Subject
    Social work, Australia
    Social services, Australia
    Centrelink
    Publication URI
    http://hdl.handle.net/10072/365361
    Collection
    • Theses - Higher Degree by Research

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    • Gold Coast
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    First Peoples of Australia
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