This thesis is based on an Australian Research Council funded research grant. Fifty-one qualitative interviews were conducted with human service workers to gain an understanding of their interpretations of their clients’ ‘drug problems’ and of their own role, the service system and wider policies. Although harm minimisation has been Australia’s official drug policy since 1985, little is known about how harm minimisation is ‘enacted’ in the helping culture. To date human service workers have not been recognised in their constitutive role in harm minimisation discourse. Whilst a significant part of drug policy interventions are delivered via human services, the helping subject has not come under scrutiny. The drug using subject remains ill-conceived as a result of neglecting its partnering others or indeed its overlapping with other subject positions. Moving beyond recognising workers only in terms of staff opinions and attitudes, a relational and multi-level approach is adopted to introduce more complexity into the debate. After a brief historic discussion of the creation of the ‘human service worker’ and the ‘drug user’ (as client) and methodological considerations about discourse analysis, the thesis proceeds with the introduction of a conceptual framework consisting of four levels: the individual, relational, institutional and cultural political economic level. These levels are used to examine the existing literature on ‘drug problem factories’ and for the analysis of the data. By focusing on these levels the critical analysis of the interview material shows that ‘harm’ and ‘minimising’ are themselves contested categories and that different harms and different harm producing and minimising practices can be identified some of which have come into discourse, others are excluded or entirely absent. The human service workers struggle to make sense of their own role and to define how drug users are being ‘helped’ and could or should be helped. Their understanding of harm minimisation discourse aligns with, supports and/or resists other discourses such as (neo)liberalism, neoconservatism, prohibition and economic rationalism. The workers are portrayed as having substituted increasing complexity for initial simplicity in the course of working with ‘drug users’. In summary, this thesis offers a poststructuralist analysis of how harm minimisation is constituted, negotiated and undermined from the perspective of human service workers and shows how the service systems’ helping cultures enrol human service workers in harm producing and harm minimising practices. Harm minimisation consists of discursive and non-discursive elements and is a product of deliberate social forces as well as messy contingencies and unintended consequences.

Emotional labour was conceptualised by Hochschild in 1983 as a form of oppression on the service worker devised by a capitalist society; where not only were workers’ physical actions managed, but their emotions as well. Research in the area developed this concept identifying the many occupational fields in which emotional labour exists, forming models of its effects, and examining ways in which workers try to resist the emotional strain. Taking a social constructionist approach, 44 service workers and 44 customers/emotional labour recipients were interviewed using the Critical Incident Technique to gain insight into their views of performing and receiving emotional labour, and what they believed enhanced or detracted from it. The results were divided into those discussing “professional” emotional labour jobs (eg. teaching) - where the emotional labourer needs to attain a professional status; and “occupational” (eg. sales assistants) – where the emotional labourer does not need a professional qualification. It was found that 1) there were differences between the expectations, motivations and coping mechanisms displayed by professional and occupational emotional labourers; as well as in the expectations of the customer/recipient within a professional service and an occupational one; 2) that many recipients do not necessarily want to be treated as “sovereign” (ie. “king”) and judge an emotional labour interaction more positively when their individual needs are acknowledged; 3) while display rules and targets were still a notable constraint on the labourer, nevertheless “occupational” emotional labourers (sometimes in collusion with their managers) found ways of resisting further strain from recipients through over-politeness, ironically in accordance with display rules which exposed recipient rudeness; 4) professional emotional labourers, however, found the display rules and targets a hindrance. This managerial misunderstanding or poor appreciation of “professional” emotional labour caused resentment among them; 5) unique and spontaneous kindness was evident in many emotional labour interactions with managers, colleagues and most commonly recipients. Moreover, this was acknowledged by giver and receiver as the most satisfying and memorable part of emotional labour – and something unique to emotional labour itself. The recommendations of this thesis are therefore: i) that emotional labour should be differentiated within services in order for more focussed findings and recommendations to be generated and applied ii) that emotional labour be analysed as interactive process where emotional labourer, recipient and their organisational management contribute to a high level of enjoyment within the job. That is, it is not necessary to view emotional labour as the oppressive and intrusive management of personality by a capitalist organisation iii) recognition be given to the importance of kindness within the emotional labour interaction, as it can be both a source of pleasure, and also pain, for the compassionate labourer. This has important implications for the selection, training and providing emotional support for workers.

This qualitative study examines collective responsibility for the well-being of maltreated children who remain at home. Based on accounts of mothers, teachers and child welfare workers, and policy officials, the study uses institutional ethnography to examine how schools and child welfare authorities work together and with families. Contributing to the socio-legal literature, it explores understandings of responsibility in formal law and in practice. The policy response to these children’s needs raises significant theoretical and political issues because they are on the borderlands of public and private responsibility. Child welfare involvement signals public intervention is required to ensure protection and well-being. Strong, proactive, and coordinated support by public authorities should follow. However, data suggest three pervasive theoretical or political accounts legitimize very limited support. (1) The notion of home and school as separate spheres. Participants understand and in theory support the highly prescriptive regulation governing reporting and contact between schools and CAS. But in practice participants pointed to limits on responsibility for knowledge or communication across the boundaries. Participants acknowledged limited knowledge or communication despite a regulatory regime that promotes and assumes it. (2) Comprehensive family responsibility. Deeply-rooted notions of family responsibility and autonomy render public support for struggling families and children relatively discretionary. A policy and practice scan shows child welfare provides less educational support to children living in the community relative to those in foster care, and minimal individual or systemic accountability for services to these children. (3) Persistent heroic narratives of the teacher who ‘makes a difference’ through exceptional commitment to struggling students. To relegate caring work to realm of personal commitment privatizes responsibility for an important aspect of effective teaching. Though cited as exemplary, the exercise of these responsibilities is not supported, not demanded, and not planned for, which is problematic for interagency co-operation and teacher burnout. These political and institutional narratives limit the system’s response to the needs of these vulnerable children to discretion and chance. Meeting their needs requires not only a focus on coordination across bureaucratic boundaries, but also strengthening the visibility of, and accountability for, issues of well-being within education and child welfare.

This qualitative study examines collective responsibility for the well-being of maltreated children who remain at home. Based on accounts of mothers, teachers and child welfare workers, and policy officials, the study uses institutional ethnography to examine how schools and child welfare authorities work together and with families. Contributing to the socio-legal literature, it explores understandings of responsibility in formal law and in practice. The policy response to these children’s needs raises significant theoretical and political issues because they are on the borderlands of public and private responsibility. Child welfare involvement signals public intervention is required to ensure protection and well-being. Strong, proactive, and coordinated support by public authorities should follow. However, data suggest three pervasive theoretical or political accounts legitimize very limited support. (1) The notion of home and school as separate spheres. Participants understand and in theory support the highly prescriptive regulation governing reporting and contact between schools and CAS. But in practice participants pointed to limits on responsibility for knowledge or communication across the boundaries. Participants acknowledged limited knowledge or communication despite a regulatory regime that promotes and assumes it. (2) Comprehensive family responsibility. Deeply-rooted notions of family responsibility and autonomy render public support for struggling families and children relatively discretionary. A policy and practice scan shows child welfare provides less educational support to children living in the community relative to those in foster care, and minimal individual or systemic accountability for services to these children. (3) Persistent heroic narratives of the teacher who ‘makes a difference’ through exceptional commitment to struggling students. To relegate caring work to realm of personal commitment privatizes responsibility for an important aspect of effective teaching. Though cited as exemplary, the exercise of these responsibilities is not supported, not demanded, and not planned for, which is problematic for interagency co-operation and teacher burnout. These political and institutional narratives limit the system’s response to the needs of these vulnerable children to discretion and chance. Meeting their needs requires not only a focus on coordination across bureaucratic boundaries, but also strengthening the visibility of, and accountability for, issues of well-being within education and child welfare.

This study aims to investigate individual and collective resistance strategies used by social service workers to improve their work situation. It also aims to describe what consequenses their acts of resistance has on an individual, collective and structural level. The study include ten qualitative interviews and three participating observations with social service workers within children and youth unit at the social Services in Stockholm County. The result is analysed with Hollander & Einwohners typology of resistance (2004). The study shows that speaking up towards high work load, union organization and to shift responsibility from the individual to the structural are powerfull ways to change the work load. This can lead to being seen as a trouble-maker, a vulnerable position in the workplace, but also to expanded resources like new positions. To take breaks, work slowly, a good atmosphere and overriding internal requirements for documentation are strategies that can bring stress and guilt but also make a great difference and bring understanding and support from the group. Covert resistance can lead to overt and individual resistance can lead to collective. The gist is that a rested social service worker can make a big difference to an experienced high work load.

Human Resource personnel as part of their daily jobs provide a service to other employees within a mining industry. These service workers may experience dissonance between their actual feelings and the feelings they are expected to display. For these service workers to be more engaged at work, emotional intelligence and social support is vital. If these factors are not in place, their well-being may be in jeopardy. The objective of this research was to determine the relationship between Emotion Work, Emotional Intelligence, Well-being and Social Support of service workers in a human resource field within a mining industry. A cross-sectional survey design was used. The study population (n = 229) consisted of human resource personnel in the Limpopo and North West Province. The Greek Emotional Intelligence Scale (GEIS), Frankfurt Emotion Work Scales, Utrecht Work Engagement Scale, Oldenburg Burnout Inventory and Social Support Scale, as well as a biographical questionnaire, were used as measuring instruments. Cronbach alpha coefficients, factor analysis, inter-item correlation coefficients, Pearson product moment correlation coefficient and stepwise multiple regression analysis were used to analyse the data. An analysis of the data indicated that correlations between the following constructs are statistically and practically significant. The results show that Positive Display is statistically and positively practically significantly related (medium effect) to Interaction Control. Caring/Empathy is positively practically significantly related to Positive Display (medium effect). Furthermore the Control of Emotions (medium effect) and Emotion Management (large effect) are both positively practically significantly related to Caring/Empathy. Emotional Resilience however is negatively practically significantly related to Caring and Empathy (medium effect). Emotion Expression Recognition is positively practically significantly related to Control of Emotion (medium effect). However, both Exhaustion (medium effect) and Emotional Resilience (medium effect) are negatively practically significantly related to Control of Emotions. Engagement is positively practically significant (medium effect) to Emotion Management. Emotion Resilience (medium effect) positively correlates with Exhaustion while Engagement (medium effect) negatively correlates with Exhaustion. Engagement positively practically correlates with Resilience (medium effect). Social Support of both supervisor and co-workers positively relates to engagement to a medium effect. Principal component analysis performed on the GEIS resulted in a four-factor solution. The first factor was Caring and Empathy, which includes the willingness of an individual to help other people and understand others' feelings. The second factor was Control of Emotion, which is the ability of the individual to control and regulate emotions within themselves and others. Emotion Expression/Recognition, which is the ability of the individual to express and recognise his or her own emotional reactions, was the third factor, and the fourth was Emotion Management, which is the ability of an individual to process emotional information with regard to perception, assimilation, understanding and management of emotions. All four factors correlate with that of the GEIS originally developed by Tsaousis (2007) and accounted for 31% of the total variance in emotional intelligence. A Multiple Regression Analysis with Exhaustion as dependent variable was carried out. The results show that Emotion Work factors accounted for 2% of the total variance and Emotional Intelligence factors for 12% of the total variance. More specifically it seems that the lack of Caring and Empathy and Emotion Management predicted Exhaustion in this regard. However, when Emotional Intelligence factors were entered into the model, an increase of 10% variance was shown of the variance explained in Exhaustion. Emotion Work, Emotional Intelligence and Social Support predicted 14% of the variance explained in the level of Exhaustion by participants. A Multiple Regression analysis with Emotional Resilience as dependent variable was carried out. The results show that Emotion Work factors accounted for 6% of the total variance. More specifically; it seems that Dissonance predicted the level of Emotional Resilience. When Emotional Intelligence factors were entered into the model, an increase of 15% was shown. Caring and Empathy and Control of Emotions predicted Emotional Intelligence the best. Lastly, when Social Support factors were entered into the regression analysis, the variance explained showed an increase of 5%. Support of Family and Others predicted Emotional Resilience the best. In total, Emotion Work, Emotional Intelligence and Social Support factors explained 20% of the variance in Emotional Resilience. A Multiple Regression Analysis with Engagement as dependent variable with Emotion Work factors, Emotional Intelligence factors and Social Support as predictors of Engagement was done. Entry of Emotion Work factors at the first step of the regression analysis did not produce a statistically significant model and only accounted for 1% of the variance. However, when Emotional Intelligence factors were entered in the second step of the analysis, it accounted for approximately 7% of the variance. More specifically, it seems that Caring and Empathy predicted Engagement. When Social Support factors were entered into the third step of the analysis, an increase of 27% was found. All the Social Support factors (Social Support of Family and Others, Supervisors and Co-workers) accounted for 27% of the variance explained in Engagement. Emotion Work, Emotional Intelligence and Social Support predicted 33% of the total variance explained in the level of Engagement. Limitations within the study were identified, and recommendations were made for human resource personnel in a mining industry, as well as for future research. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2009.

Human Resource personnel as part of their daily jobs provide a service to other employees within a mining industry. These service workers may experience dissonance between their actual feelings and the feelings they are expected to display. For these service workers to be more engaged at work, emotional intelligence and social support is vital. If these factors are not in place, their well-being may be in jeopardy. The objective of this research was to determine the relationship between Emotion Work, Emotional Intelligence, Well-being and Social Support of service workers in a human resource field within a mining industry. A cross-sectional survey design was used. The study population (n = 229) consisted of human resource personnel in the Limpopo and North West Province. The Greek Emotional Intelligence Scale (GEIS), Frankfurt Emotion Work Scales, Utrecht Work Engagement Scale, Oldenburg Burnout Inventory and Social Support Scale, as well as a biographical questionnaire, were used as measuring instruments. Cronbach alpha coefficients, factor analysis, inter-item correlation coefficients, Pearson product moment correlation coefficient and stepwise multiple regression analysis were used to analyse the data. An analysis of the data indicated that correlations between the following constructs are statistically and practically significant. The results show that Positive Display is statistically and positively practically significantly related (medium effect) to Interaction Control. Caring/Empathy is positively practically significantly related to Positive Display (medium effect). Furthermore the Control of Emotions (medium effect) and Emotion Management (large effect) are both positively practically significantly related to Caring/Empathy. Emotional Resilience however is negatively practically significantly related to Caring and Empathy (medium effect). Emotion Expression Recognition is positively practically significantly related to Control of Emotion (medium effect). However, both Exhaustion (medium effect) and Emotional Resilience (medium effect) are negatively practically significantly related to Control of Emotions. Engagement is positively practically significant (medium effect) to Emotion Management. Emotion Resilience (medium effect) positively correlates with Exhaustion while Engagement (medium effect) negatively correlates with Exhaustion. Engagement positively practically correlates with Resilience (medium effect). Social Support of both supervisor and co-workers positively relates to engagement to a medium effect. Principal component analysis performed on the GEIS resulted in a four-factor solution. The first factor was Caring and Empathy, which includes the willingness of an individual to help other people and understand others' feelings. The second factor was Control of Emotion, which is the ability of the individual to control and regulate emotions within themselves and others. Emotion Expression/Recognition, which is the ability of the individual to express and recognise his or her own emotional reactions, was the third factor, and the fourth was Emotion Management, which is the ability of an individual to process emotional information with regard to perception, assimilation, understanding and management of emotions. All four factors correlate with that of the GEIS originally developed by Tsaousis (2007) and accounted for 31% of the total variance in emotional intelligence. A Multiple Regression Analysis with Exhaustion as dependent variable was carried out. The results show that Emotion Work factors accounted for 2% of the total variance and Emotional Intelligence factors for 12% of the total variance. More specifically it seems that the lack of Caring and Empathy and Emotion Management predicted Exhaustion in this regard. However, when Emotional Intelligence factors were entered into the model, an increase of 10% variance was shown of the variance explained in Exhaustion. Emotion Work, Emotional Intelligence and Social Support predicted 14% of the variance explained in the level of Exhaustion by participants. A Multiple Regression analysis with Emotional Resilience as dependent variable was carried out. The results show that Emotion Work factors accounted for 6% of the total variance. More specifically; it seems that Dissonance predicted the level of Emotional Resilience. When Emotional Intelligence factors were entered into the model, an increase of 15% was shown. Caring and Empathy and Control of Emotions predicted Emotional Intelligence the best. Lastly, when Social Support factors were entered into the regression analysis, the variance explained showed an increase of 5%. Support of Family and Others predicted Emotional Resilience the best. In total, Emotion Work, Emotional Intelligence and Social Support factors explained 20% of the variance in Emotional Resilience. A Multiple Regression Analysis with Engagement as dependent variable with Emotion Work factors, Emotional Intelligence factors and Social Support as predictors of Engagement was done. Entry of Emotion Work factors at the first step of the regression analysis did not produce a statistically significant model and only accounted for 1% of the variance. However, when Emotional Intelligence factors were entered in the second step of the analysis, it accounted for approximately 7% of the variance. More specifically, it seems that Caring and Empathy predicted Engagement. When Social Support factors were entered into the third step of the analysis, an increase of 27% was found. All the Social Support factors (Social Support of Family and Others, Supervisors and Co-workers) accounted for 27% of the variance explained in Engagement. Emotion Work, Emotional Intelligence and Social Support predicted 33% of the total variance explained in the level of Engagement. Limitations within the study were identified, and recommendations were made for human resource personnel in a mining industry, as well as for future research. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2009.

Denna studie undersöker om socialsekreterares yrkeserfarenhet påverkar hur de uppfattar och hanterar sitt handlingsutrymme, liksom deras självförtroende och engagemang i arbetet. Effekten av yrkeserfarenhet är i stor utsträckning outforskad inom ramen för socialtjänsten och därför syftar studien till en utgångspunkt för framtida forskning avseende hur yrkeserfarenhet kan granskas närmare. Genom en webbenkät har 626 socialsekreterare och 54 biståndshandläggare från 40 svenska kommuner beskrivit sin yrkeserfarenhet och svarat på frågor om handlingsutrymme, självförtroende och engagemang i arbetet. Först utforskades signifikanta samband mellan 20 beroende variabler och socialsekreterares längd av yrkeserfarenhet. Signifikanta samband undersöktes närmare i en binär logistisk regressionsanalys, som även prövade livserfarenhet som en alternativ förklaring istället för yrkeserfarenhet. Resultatet jämfördes därefter med biståndshandläggare för att undersöka om sambanden kan finnas inom andra myndighetsutövande yrken. Slutligen undersöktes typ av arbetserfarenhet som en medierande effekt till längd yrkeserfarenhet i en ny analys. Resultaten visar att yrkeserfarenhet främst har ett förhållande till socialsekreterarnas självförtroende, och att detta är särskilt tydligt för dem med erfarenhet från barn och unga eller familjerätt. Studien argumenterar för att socialsekreterare behöver tillgodoses ett adekvat stöd och handledning oavsett nivå av yrkeserfarenhet och självförtroende. Det framkommer även indikationer på att sambandet mellan yrkeserfarenhet och självförtroende är signifikant för biståndshandläggare. Fyra variabler som initialt visat signifikanta förhållanden till yrkeserfarenhet kunde i den fördjupade analysen till större del förklaras av livserfarenhet eller verkade varken förklaras av livserfarenhet eller yrkeserfarenhet. Detta illustrerar problematiken att åtskilja kvantitativa mått av livserfarenhet och yrkeserfarenhet som förklarande effekter i forskning. / This study explores if social service workers work experience affect their discretion, self-confidence and work engagement. Since the effect of work experience is largely unexplored in the context of the social services, this study means to generate a starting point for future research. Through an online survey, 626 social service workers and 54 care administrators from 40 Swedish communes specified their work experience and answered questions about discretion, self-confidence and work engagement. First, 20 dependent variables were tested for significance to social service workers length of work experience. Correlations were closer examined in a binary logistic regression analysis, which also tested life experience as an alternative explanation. To examine if these correlations could exist within similar professions, significance was tested using care administrators. Finally, type of work experience was examined as a mediator to length of work experience. Results showed that work experience primarily had a significant relationship with the social service workers self-confidence, which was especially evident for workers with experience from child welfare or family law. The study proposes that social service workers need to be supplied support and coaching regardless of their work experience and self-confidence. Results also indicate that work experience correlates to self-confidence for care administrators. Four variables that initially showed a relationship to work experience could instead be explained by life experience, or could not be explained by neither work– or life experience. This illustrates the difficulty to separate measures of work- and life experience as predictive effects.

No description available.

Både internationellt och i Sverige har gängkriminaliteten ökat stadigt sedan 2000-talets början. Gängkriminaliteten orsakar stort mänskligt och ekonomiskt lidande, både för de direkta offren och för samhället i stort. Utifrån denna problembild har insatserna varit många för att stoppa gängen däribland interventioner för att få individer att lämna/hoppa av kriminella gäng. Verksamheter som bistår individer att lämna kriminella gäng benämns som avhopparverksamheter. I Malmö finns bland annat avhopparverksamheten Konsultationsteamet, som består av socialsekreterare och poliser och riktar sig till kriminella individer med en stor hotbild och som är i behov av att flytta till en ny stad. Teamet genomför initialt en utredning av avhopparens motivation och hotbild som används som underlag för ett officiellt beslut om insatser. Efter beslutet flyttas avhopparen till ett boende i en annan stad. Aspekten av samverkan har aldrig tidigare studerats i relation till Konsultationsteamet och dess arbete. Därmed syftar den aktuella studien är att undersöka de verksamma aktörernas, i.e. socialsekreterare och polisers, upplevelser och erfarenheter av arbetet inom Konsultationsteamet. Fokus har lagts på informanternas upplevelser av samverkan inom Konsultationsteamet samt samverkan med andra aktörer som deltar i arbetet med avhopparen. Studien syftar även till att studera vad för upplevelser och erfarenheter anställda på boendena har på arbetet och samverkan med Konsultationsteamet. Resultatet visar att arbetet och samverkan i Konsultationsteamet överlag upplevs fungera mycket bra. Informanterna som arbetar på boendena uttrycker även de att arbetet och samverkan med Konsultationsteamet fungerar bra. Vidare har det noterats att kvaliteten på boendena kan variera mycket vilket upplevts vara ett problem. Kontakten med Socialtjänsten skulle även kunna stärkas och förbättras då det noterats vissa brister i rådande kontakt. / The problem of gang criminality has increased substantially both internationally and in Sweden since the beginning of the 21st century. Criminal gangs cause a tremendous amount of harm and suffering, both physically and economically, to the victims of the crime and to society as a whole. The efforts to stop these criminal gangs have been many. Among the interventions aimed to stop criminal gangs are exit programs which aim to help gang members leave their criminal gang. One example of an exit program is Konsultationsteamet in Malmö. Konsultationsteamet is a form of cooperation between social workers and the police. They work with gang members who have an increased level of threat targeted against them and who are in need of a relocation in a new city. The team initially conducts an investigation of the gang member's motivation and the level of threat targeted against the gang member that wants to leave. This information is used as a basis for an official decision on interventions. After the official decision, the gang member is relocated to a new city. Konsultationsteamet has been studied before. However, the aspect of cooperation has never before been investigated in relation to Konsultationsteamet. The aim of this study is therefore to study the informants' experiences of the work in Konsultationsteamet, i.e. the social workers and the police officers. The focus has been on the informants' experiences of  the collaboration within Konsultationsteamet as well as collaboration with other actors who participate in the work with the exit programs. The study also aims to investigate the experiences of the employees, who work at the accommodations where the defectors are placed about their thoughts on their work and cooperation with Konsultationsteamet. The results shows that the informants at Konsultationsteamet are very satisfied with the work and cooperation within the team. The employees at the accommodations where the defectors are placed also express that their work and cooperation with Konsultationsteamet is working really well. Furthermore, it has been noted that the quality of the accommodations where the defectors are placed can vary greatly, which is perceived as a problem by all informants. Finally, the results also shows that the contact with the social services could evolve and improve more, as some  shortcomings in the current contact have been noted.