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dc.contributor.authorHall, Greg
dc.contributor.authorBoddy, Jennifer
dc.contributor.authorChenoweth, Lesley
dc.date.accessioned2019-12-06T05:04:17Z
dc.date.available2019-12-06T05:04:17Z
dc.date.issued2016
dc.identifier.issn2463-4131
dc.identifier.doihttp://dx.doi.org/10.11157/anzswj-vol28iss3id244
dc.identifier.urihttp://hdl.handle.net/10072/389598
dc.description.abstractINTRODUCTION: This paper explores a reform to worker relationships at the frontline of the Australian income support and government service provider (Centrelink). Reform involved social workers providing guidance to customer service workers and working closely with them in order to improve interactions with people seeking assistance. METHODS: A case study traced reform in two Centrelink offices over one year, and included semi-structured interviews and observations with social workers and customer service workers. A thematic analysis highlighted the nature of changes to worker relationships over time, and how new relationships supported new organizational practices. FINDINGS: Customer service workers initially reported both anxiety and excitement, expressing admiration of social workers’ skills and knowledge. Over time, they emphasised the inspiration and interpersonal support social workers provided them, how this helped them deal with difficult situations and was missed when not available. Social workers’ initial scepticism around demands on their time and challenges to their professionalism gave way (in part) to a sense of influencing and guiding workers towards more humanising interactions, although some concerns and organizational tensions remained. CONCLUSION: Guidance to other workers is a form of leadership which fits well with social work’s relational, supportive potential. Tensions in the welfare context mean that providing guidance is both rewarding and challenging, taking social workers on an adventurous journey involving adversity and (self) discovery.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherAotearoa New Zealand Association of Social Workers
dc.relation.ispartofpagefrom26
dc.relation.ispartofpageto36
dc.relation.ispartofissue3
dc.relation.ispartofjournalAotearoa New Zealand Social Work
dc.relation.ispartofvolume28
dc.subject.fieldofresearchSocial Work
dc.subject.fieldofresearchcode1607
dc.subject.keywordsSocial Sciences
dc.subject.keywordsSocial Work
dc.subject.keywordsrelational social work
dc.subject.keywordsincome support
dc.subject.keywordscustomer service
dc.titleAn adventurous journey: Social workers guiding customer service workers on the welfare frontline
dc.typeJournal article
dc.type.descriptionC1 - Articles
dcterms.bibliographicCitationHall, G; Boddy, J; Chenoweth, L, An adventurous journey: Social workers guiding customer service workers on the welfare frontline, Aotearoa New Zealand Social Work, 2016, 28 (3), pp. 26-36
dcterms.licensehttp://creativecommons.org/licenses/by/4.0/
dc.date.updated2019-10-27T23:51:18Z
dc.description.versionVersion of Record (VoR)
gro.rights.copyright© The Author(s) 2016. This is an Open Access article distributed under the terms of the Creative Commons Attribution 4.0 International (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
gro.hasfulltextFull Text
gro.griffith.authorBoddy, Jennifer
gro.griffith.authorChenoweth, Lesley I.


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