Managing welfare tasks in Social Work

The 2008 AASW Australian Social Work Education and Accreditation Standards state:

The expected outcome of Social Work Practice is that the needs of the clients and service users are met, their potential is developed and their control over their lives is fostered.

We also know that the Social Work profession is about addressing the whole person in their environment with their multifaceted and complex issues, rather than just one particular identified “problem”.

Is the client able to do this for themselves?

Assess the client’s ability to do things for themselves and encourage them to engage in activities that can be performed by them. This will empower the client and places responsibility back on them to manage their lives. They may need some support and guidance in undertaking these activities, in which case we are “teaching them how to fish” rather than making them dependant on us by “giving them fish”.

Can another agency better service a particular need?

I believe that it is remiss of us to provide services to clients ourselves when another service sector has more expertise than we do e.g. with legal issues, financial issues and tenancy issues.

Direct services to clients vs. consultancy role

Where the client is being primarily serviced by another worker it may be more appropriate to act as a consultant to that worker, in relation to a practical assistance need, rather than to take on the client just to address that need. By doing this we can increase the knowledge base of the other worker and, if they have judged the client and/ or sent them to us without ascertaining whether or not the client needs or desires our service, we can dialogue about this so that referrals are handled more appropriately in the future.

Types of welfare roles

1. Linking and referral – to agencies, appropriate resources and programs that will meet the client’s psycho-social needs – we may write letters of support or summaries of client’s issues to assist with this process.
2. Advocacy – with and for clients in relation to rights and resources – we can assist with preparation, providing resources and giving feedback on performance – we need to inform clients of their rights.
3. Support and encouragement – to explore alternatives and consider new approaches to problems.
4. Information and education – provide access to accurate, relevant and up to date information – it may be necessary to counteract inaccurate “popular belief” information.
5. Networking and liaising – with other agencies so as to understand the local service system and the duplications and gaps in services – to work with other agencies to challenge unfair systems and to address gaps in services.
6. Considering the issue in the context of the client’s life and capacity.
7. Giving clients a voice by encouraging them to engage with opportunities to tell their stories in relation to social justice issues.

Remember: the emphasis is on encouraging the client to take control of the process in order to meet their needs in a way that increases their sense of empowerment.