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"I know where you live": Statutory social work, client violence, and dilemmas for safety and practice
University of Gävle, Faculty of Health and Occupational Studies, Department of Social Work and Criminology, Social Work.ORCID iD: 0000-0003-2975-7675
2023 (English)Doctoral thesis, comprehensive summary (Other academic)
Description
Abstract [en]

Violence from service users towards social workers (client violence) has been a growing concern over the last decades. Statutory social work is among the occupations with a high risk of client violence. Sweden has a long history of legislation on workplace safety, yet client violence in social work is perpetual. Few studies have investigated the qualitative experiences of statutory social workers regarding client violence. This dissertation aims to increase understanding of statutory social workers’ experiences of client violence with a focus on social workers’ descriptions of the manifestations of client violence, circumstances that make client violence stressful, coping methods used to deal with client violence and proposed countermeasures to prevent the recurrence of client violence and injuries.

The dissertation compiles four papers based on two studies. Study I (papers I-III) involves thematic analysis of semi-structured interviews with social workers. Study II (paper IV) utilises content analysis of occupational injury reports by social workers (Paper IV).

The results show that client violence involves continuous encounters in client-social worker interactions that result in hostility. Violent encounters transcending workplace boundaries (usually the agency office) are often perceived as more stressful than encounters in the workplace. When dealing with violent clients, social workers strived to balance helping and controlling the clients. However, they sometimes experience powerlessness that compromised their ability to act according to professional requirements. To deal with client violence, social workers mainly propose countermeasures related to the psychosocial work environment and the organization of work. Over the years, psychosocial and organizational countermeasures have become more predominant than individualization of responsibility.

This dissertation provides insight into spatial influences when appraising client violence and the limits to social workers’ perceived power and control when dealing with clients. The dissertation adds to the literature positing that client violence should not be studied as one-off encounters. These aspects further suggest the need to rethink the concept of the workplace and how to conduct systematic work environment management.

Abstract [sv]

Hot och våld från klienter mot socialsekreterare (klientvåld) har varit ett växande problem de senaste decennierna. Socialsekreterare hör till de yrkena med hög risk för klientvåld. Trots Sveriges långa erfarenhet av arbetsmiljölagstiftningoch arbetsplatssäkerhetsarbete är klientvåld mot socialsekreterare ett fortsatt problem. Få kvalitativa studier undersöker socialsekreterares erfarenheter av klientvåld. Denna avhandling syftar därför till att öka förståelsen av socialsekreterares erfarenheter av klientvåld. Avhandlingen fokuserar på socialsekreterares beskrivningar av hur våldet tas i uttryck, omständigheter som gör klientvåld stressande, hur våldet hanteras i socialsekreterares dagliga interaktioner med klienter, och socialsekreterares åtgärdsförslag för att motverka klientvåld.

Denna avhandling är en sammanläggningsavhandling men fyra artiklar baserade på två delstudier. Delstudie I (artikel I-III) är en tematisk analys av semistrukturerade intervjuer med socialsekreterare. Delstudie II (artikel IV) är en innehållsanalys av arbetsskadeanmälningar till Arbetsmiljöverket.

Resultaten visar att klientvåld beskrivs oftast som flera sammankopplade incidenter i klientrelationen. Klientvåld är inte enstaka incidenter. Dessutom upplevs klientvåld utanför socialkontoret som mer stressande än våldet på kontoret. Vidare visar resultaten att socialsekreterare försöker att finna en balans mellan hjälp och kontroll i yrkesutövningen med våldsamma klienter. Dock upplever ibland socialsekreterarna maktlöshet gentemot klienter, vilket riskera att sabotera professionell yrkesutövning. För att motverka klientvåld föreslår oftast socialsekreterare åtgärder relaterade till den psykosociala arbetsmiljön och organisering av arbete. Åtgärdsförslag kopplade till att polisanmäla samt omforma den fysiska arbetsplatsen förekommer i en mindre utsträckning.

Denna avhandling ger insikt i rumslig påverkan vid bedömning av klientvåld, samt gränserna för socialsekreterares upplevd makt och kontroll när de handskas med våldsamma klienter. Avhandlingen framhåller att klientvåld inte ska studeras som enstaka incidenter. Resultaten talar för behovet av att se över hur arbetsgivare kan bedriva det systematiska arbetsmiljöarbetet utan att orimligt ansvar omedvetet läggs på arbetstagare.

Place, publisher, year, edition, pages
Gävle: Gävle University Press , 2023. , p. 61
Series
Doctoral thesis ; 36
Keywords [en]
client violence, cognitive appraisal, coping, discretion, occupational injury, occupational safety, power, statutory social work, social work, workplace violence
Keywords [sv]
arbetsplatsvåld, arbetsskada, arbetsskadeanmälan, coping, handlingsfrihet, klientvåld, makt, socialsekreterare, socialt arbete
National Category
Social Work
Identifiers
URN: urn:nbn:se:hig:diva-42291ISBN: 978-91-89593-10-7 (print)ISBN: 978-91-89593-11-4 (electronic)OAI: oai:DiVA.org:hig-42291DiVA, id: diva2:1770481
Public defence
2023-09-15, Krusentjernasalen, University of Gävle, Gävle, 10:00 (English)
Opponent
Available from: 2023-08-22 Created: 2023-06-19 Last updated: 2023-08-22Bibliographically approved
List of papers
1. Creeping under the skin: manifestations of client violence towards social workers in Swedish individual and family services
Open this publication in new window or tab >>Creeping under the skin: manifestations of client violence towards social workers in Swedish individual and family services
2023 (English)In: Nordic Social Work Research, ISSN 2156-857X, E-ISSN 2156-8588, Vol. 13, no 2, p. 202-216Article in journal (Refereed) Published
Abstract [en]

Client violence can affect social workers negatively. In this paper, we explore what the experience of client violence entails for social workers who exercise public authority in Swedish individual and family social services. The empirical data are based on qualitative interviews with social workers (n = 19) and analysed using inductive thematic analysis and power theory. The results show that social workers experienced physical and non-physical violence, often perpetrated through several related incidents. Clients’ use of violence was mainly in reaction to social workers’ exercise of public authority. Organization and delivery of social services seemed to create friction that agitated clients, while putting social work- ers at risk of violence. Social workers situated client violence in two arenas, i.e. the professional and private arena, with perceived aggravation of the violence as it transcended the professional boundary into their private life. The paper highlights the importance of organizational culture that values and promotes the aspirations, dignity and wellbeing of clients and social workers.

Place, publisher, year, edition, pages
Taylor & Francis, 2023
Keywords
client violence; power; social services; workpalce violence
National Category
Social Work
Research subject
Health-Promoting Work
Identifiers
urn:nbn:se:hig:diva-40282 (URN)10.1080/2156857X.2021.1927807 (DOI)001026166600004 ()2-s2.0-85148750268 (Scopus ID)
Available from: 2022-10-18 Created: 2022-10-18 Last updated: 2023-11-23Bibliographically approved
2. ‘Anxiety, frustration and understanding’: Swedish personal social service workers’ cognitive appraisals of encounters with violent clients
Open this publication in new window or tab >>‘Anxiety, frustration and understanding’: Swedish personal social service workers’ cognitive appraisals of encounters with violent clients
2023 (English)In: Nordic Social Work Research, ISSN 2156-857X, E-ISSN 2156-8588, Vol. 13, no 2, p. 188-201Article in journal (Refereed) Published
Abstract [en]

Workplace violence and threats from social service users towards social workers (client violence) is a problem in Sweden and internationally. This article explores the circumstances that make client violence stressful to social workers who exercise public authority in Swedish individual and family social services. The empirical data are based on qualitative inter- views with social workers (n = 19) who, according to their own perception, have been threatened or assaulted by a client in relation to work. Theory on cognitive appraisal of threat and harm is used. The results, analysed by Inductive Thematic Analysis, show that client violence is stressful because it poses a threat to social workers’ professional identity and private life, and occurs in uncertain and repetitive ways. The results suggest that a negligent safety culture in social service agencies, characterized by normalization of client violence and limited organizational support, may contribute to stress related to client violence. The results are discussed in light of how social workers and social service agencies transact and affect each other.

Place, publisher, year, edition, pages
Taylor & Francis, 2023
Keywords
client violence; social services; workplace violence; cognitive appraisal; soical work; stress
National Category
Social Work
Research subject
Health-Promoting Work
Identifiers
urn:nbn:se:hig:diva-40283 (URN)10.1080/2156857X.2021.1911836 (DOI)001026166600003 ()2-s2.0-85140586249 (Scopus ID)
Available from: 2022-10-18 Created: 2022-10-18 Last updated: 2023-11-23Bibliographically approved
3. Helping or Controlling? Choice of Coping Methods When Dealing with Violent Clients in Statutory Social Work
Open this publication in new window or tab >>Helping or Controlling? Choice of Coping Methods When Dealing with Violent Clients in Statutory Social Work
2023 (English)In: Social Sciences, E-ISSN 2076-0760, Vol. 12, no 2, article id 58Article in journal (Refereed) Published
Abstract [en]

Client violence in social work is a workplace problem in Sweden and internationally. Frontline workers in public agencies have the discretion to decide how they deal with clients to cope with challenges like violence and threats. The coping methods may favour some clients while disadvantaging others. Ultimately, the coping practices may become de facto policy, which may not match official organisational policy. This article explores coping methods statutory social workers use to manage violence and threats in their day-to-day dyadic interactions with clients. The article is based on qualitative interviews with social workers (n = 19) who, according to their perception, were victims of client violence. Theory on street-level bureaucracy and frontline workers’ discretion is used. Based on thematic analysis, the results show that social workers draw from four groups of coping methods depending on their moral and normative dispositions. These include (1) the forced helper, (2) the compassionate helper, (3) the distanced helper, and (4) the authoritarian helper. Social workers oscillate between different dispositions depending on situational needs, striving to find the appropriate balance between helping and controlling clients. Studying social workers’ day-to-day dyadic interactions with clients highlights how coping methods could shape social work policy and practice.

Place, publisher, year, edition, pages
MDPI, 2023
Keywords
client violence; coping; discretion; frontline work; social services; social work; street-level bureaucracy; workplace violence
National Category
Social Work
Identifiers
urn:nbn:se:hig:diva-41129 (URN)10.3390/socsci12020058 (DOI)000941429400001 ()2-s2.0-85148727944 (Scopus ID)
Available from: 2023-03-06 Created: 2023-03-06 Last updated: 2023-06-26Bibliographically approved
4. Client violence towards statutory social workers: manifestations and proposed safety measures inoccupational injury reports 2002-2020
Open this publication in new window or tab >>Client violence towards statutory social workers: manifestations and proposed safety measures inoccupational injury reports 2002-2020
2023 (English)In: Article in journal (Refereed) Submitted
National Category
Social Work
Identifiers
urn:nbn:se:hig:diva-42404 (URN)
Available from: 2023-06-22 Created: 2023-06-22 Last updated: 2023-06-26Bibliographically approved

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