Direito processual civil, Mediação e conciliação, Reforma judiciária / The proliferation of individual claims repeating factual and/or legal matters have inspired procedural reforms aimed at the standardization of judgments, the consolidation of precedents and the collectivization of individual claims and searching for effectiveness and legal certainty. Another important response to this repeated litigation is the promotion of consensual dispute resolution, especially conciliation and mediation in the courts. This research investigates how consensual mechanisms are used by courts to deal with repeated litigation and which are the practices and techniques specifically aimed at repeated disputes. The characteristic elements of these repeated disputes are the similarity of the factual and/or legal arguments, the representativeness of the volume of claims and the fact that one of the parties litigates in similar disputes more often, while the other in involved in such type of cases only occasionally. These repeat players are known as the great litigants of the Judiciary, and enjoy certain advantages in terms of bargaining power, resources and information in view of their size and the frequency with which they are involved with similar cases. An empirical research was carried out court programs in Brazil and the United States to study the perceptions of the actors involved in the design and operation these programas on the issues raised. It was found that repeated litigation is a crucial part of court conciliation and mediation programs, influencing the role of the main stakeholders (parties, lawyers and conciliators/mediators), screening and case management practices, access conditions, specific techniques and the role played the Judiciary, who shall also act as manager, designer and institutional mediator. It is concluded that the structure of these programs and the role of those involved can be key factors for an adequate treatment of repeated disputes in the judicial context.

Abstract Many women who survived sex trafficking continue to suffer from severe and persistent psychological distress even after the traditional treatment and rehabilitation program. The lingering psychological symptoms that these survivors suffer make reintegration into their families and communities difficult. This phenomenological study identified the restorative factors that helped some women who were earlier engaged in sex trafficking to recover, readjust, and reintegrate into their families and communities. Six female survivors of human trafficking and six program directors/counselors at different rehabilitation centers were individually interviewed in in-depth with semi-structured questionnaires and audio recorded. I kept diary of my readings and observation of the participants during the interviews to maintain the rigor and established trustworthiness of the study. With NVivo 11 plus Software, the information were coded to identify the different patterns. The Manen's hermeneutic descriptive phenomenological interpretative approach was employed to sort out the emerging themes. The findings were grouped under the perspectives of survivors and program directors/counselors. Both survivors and program directors/counselors agreed that factors such as supports from family/friends, medical treatments, counseling, and individual characteristics promoted recovery. The theories of social support, self-efficacy, and resilience guided the understanding of the recovery process of the survivors. For positive social change, this study provides information that families, communities, and society can become more aware of the ways to improve survivors' support systems and build a sustainable community that cares and supports survivors for a successful integration into families and communities.

The Best PhD Thesis in the Faculties of Architecture, Arts, Business & Economics, Education, Law and Social Sciences (University of Hong Kong), Li Ka Shing Prize, 2003-2005. / published_or_final_version / Social Work and Social Administration / Doctoral / Doctor of Philosophy

Formål:Formålet med undersøgelsen har været at undersøge hvilke oplevelser, erfaringer ogforståelse kommunalt ansatte sagsbehandlere med bevilligendekompetence ansat i Region Hovedstaden har i sager der vedrører voksne med spiseforstyrrelser. Hvorfor henvender de sig, hvilke ydelser bevilliges/ afslås og hvilket formål har indsatsen set i et folkesundhedsperspektiv. Metode: Semistrukturerede kvalitative interviews blev udførtmed ti sagsbehandlere fra ni kommuner i region hovedstaden. Data blev analyseret ved hermeneutisk filosofi og analyse. Resultater:Resultaterne gavfem temaer og 20 undertemaer. Defem temaervar; ansvarsforholdetimellem regioner og kommuner; henvendelser fra borgere med spiseforstyrrelser til sagsbehandlere; sagsbehandling; den primære sektor; sagsbehandlernes faglige viden og inddragelse af teori. Resultaterne viser at sektoransvarlighedsprincippet og økonomiske budgetter medvirker til at borgere lander imellem to sektorer i sagsbehandlingen.Sagsbehandlerne ser en til to sager om året og oftest drejer det sig om unge piger som lider af enten AN, BN eller BED. Der sesCo-morbide lidelser og sociale problemer, sagerne er langvarige og der forekommer tvangsindlæggelse. Oftest anvendes § 85, §100, §107, §108 fra loven om Social Serviceog den bedste sagsbehandling sker i samarbejde med eksperter fra den behandlende sektor. Der ses ikke behov for etablering af indsatser rettet imod spiseforstyrrelser i kommunalt regi. Sagsbehandlerne arbejder på et generaliseret niveau og inddrager erfaringer oginstrukser isagsbehandlingen. Fagteori inddrages i begrænset omfang for eksempel recovery, sundhedsfremme, motiverende samtale, balance skema og anerkendende tilgang. Konklusion: Hvis sagsbehandlerne i kommunerne skal medvirke til at opdage, påbegynde behandling, henvise, tvangsindlægge, efterbehandle og opdage recidiv på baggrund af deres fags empiri må de have klare rammer og retningslinjer for hvor de kan opsøge informationer om samarbejdspartnere, behandlingssteder og henvisnings metoder. Det er vigtigt at eliminere de barrierer der er for at tilbyde ydelser som indeholder terapi hvis intentionen om den primære sektors indsats skal blive praksis / Aim:Thisstudy aimedto examine grant-competent social workers’experiences and understanding of adults with eating disordersin Denmark’s Capital Region. In particular, we aimed to identify social needs, benefits grantedor denied and for what purposes, and the public health perspective. Method: We used semi-structured qualitative interviews with ten social workers from nine municipalities in the Capital Region. All data was analyzed using Hermeneutic philosophy. Results: Our dataidentifiedfive major themes: (i) responsibilities between regions and municipalities; (ii) contact between individuals with eating disorders and social workers; (iii) case management; (iv) the primary sector; and (iv) social workers’ knowledge and use of theory. We determined that sector responsibility and financial budgets contribute to public landing between the community sector and the regional sector. Each year, social workerssee one or two individuals with eating disorders, often young girls suffering from anorexianervosa, bulimia nervosa,or binge eating disorder. When clients exhibit co-morbidityand social problems, cases are lengthy and sometimes requirein voluntary hospitalization, most often facilitated by §85, §100, §107, and §108 of the Law on Social Services.Cases with the best outcomeare characterized by cooperation with medical experts. Specialist theory is involved to a limited extent (e.g.,examples, recovery, health promotion, motivational interviewing, balance sheet,and the appreciative approach. Conclusion: Social workers operateon a generalized level,professional experience and instructions to treat clients. They see no need for the establishment of efforts directed towards specialized eating disorders units in the primary sector.If social workers in local authorities are granted to detect disease, initiate treatment, initiate referrals, involuntarily institutionalize clients and record their progress,and detect recurrence on the basis of subjective empiricism,they need clear guidance and direction for locating information about professional partnerships, health care facilities, and referral methods. Importantly, eliminating barriers to services that include therapy will enhance the primary sector's ability to meet legal requirements / <p>ISBN 978-91-86739-78-2</p>

The research into case management was made necessary by the emphasis that the South African prison authorities of today placed on the rehabilitation of offenders. The lack of respect for human dignity, the need to reduce crime in South African prisons and the successful reintegration of offenders into the community are some of the reasons why the research became important. The idea behind introducing case management is to bring back humanity to the offender; to make the offender part of a team which is working towards a mutual goal: to promote the well being of the offender. Topics addressed include the case management process as a sub-system of sentence planning, the role of the correctional officer and the role of the offender and the community in the successful implementation of case management in prisons. The philosophy of case management is also spelled out in the study, covering the implementation of case management within the criminal justice system in Australia, Canada, United States of America, South Africa and the United Kingdom. During any process of incarceration, documentation forms an integral part of the process and in the situation of the case management process, it is just as important. In this study, the researcher discussed those documents that form part of the case file and which play an important role in the successful implementation of case management. The importance of case management in prisons as well as the fact that it can be implemented without the support of the unit management approach cannot be overemphasised. The research contributes largely to scientific knowledge in stressing the importance of sentence planning for each offender within the Criminal Justice System. The case file, which includes the individual sentence plan and the active involvement of the correctional officer and the offender, forms a vital part of the management of the rehabilitation of the offender in today's prison systems. / Penology / D. Litt et Phil.

This paper presents a case study in a car dealership, located in Rio Grande do Sul, Brazil. We aimed to examine the strategic management of services and identify factors such as competitive advantage to customer loyalty in a car dealership. To achieve this goal it was necessary at first, perform a search of the literature on service quality and, subsequently, analyze the survey of satisfaction with sales and delivery of new vehicles and a satisfaction survey with technical assistance services, both performed by the manufacturer. Subsequently, we identified which of the perception of the utility in relation to the five dimensions of quality, both for satisfaction with sales, and for satisfaction with the service. Following, was built from the macro auto dealership, where they identified six business processes, being the most important business process of selling new cars. To obtain a deeper knowledge about the process of selling new cars, was made its mapping and prepared the flow chart of the same. Produced after the cycle of service, where we observed the moments of truth in the process of selling new cars. The mapping of subprocess in preparation for delivery of new vehicles is also part of this work, because it is a continuation of the sale, being considered the grand finale. To collect the data was used documents and unstructured interviews, applied to the sales team, which identified the problems that cause more stress and rush to the team before the time of delivery of the vehicle. From that we attempted to identify the possible causes, through the use of cause and effect diagram 4M, and possible solutions. This analysis allowed us to elaborate the plan of action 5W1H, and use the method Pokayoke, as a preventive way for the occurrence of faults. Customer loyalty is directly related to their satisfaction, since only very satisfied customers have earned their loyalty. One way to achieve this high level of satisfaction is through the quality of services rendered flawlessly, as well as the quality of care. / O presente trabalho apresenta um estudo de caso, em uma concessionária de automóveis, localizada no interior do Rio Grande do Sul, Brasil. Objetivou-se analisar a gestão estratégica de serviços e identificar fatores como diferencial competitivo para a fidelização de clientes, em uma concessionária de automóveis. Para atingir esse objetivo foi necessário, num primeiro momento, realizar uma pesquisa bibliográfica sobre qualidade em serviços, e, num segundo momento, analisar a pesquisa de satisfação com vendas e entrega de veículos novos e a pesquisa de satisfação com os serviços de assistência técnica, ambas realizadas pela montadora. Posteriormente, identificou-se qual a percepção dos clientes da concessionária em relação às cinco dimensões da qualidade, tanto para a satisfação com vendas, como para a satisfação com o serviço. Na sequência, foi construído o macroprocesso da concessionária de automóveis, onde estão identificados os seis processos de negócios, sendo o de maior relevância o processo de negócio de venda de veículos novos. Para obter um conhecimento mais aprofundado sobre o processo de venda de veículos novos, foi feito o seu mapeamento e elaborado o fluxograma do mesmo. Após elaborou-se o ciclo de serviço, onde foram observados os momentos da verdade do processo de venda de veículos novos. O mapeamento do subprocesso de preparação de entrega de veículos novos também faz parte deste trabalho, pois o mesmo é uma continuidade da venda, sendo considerado o grand finale. Para coletar os dados foram utilizados documentos e entrevistas não estruturadas, aplicadas à equipe de vendas, onde se identificou os problemas que causam mais estresse e correria para a equipe antes da hora da entrega do veículo. A partir daí buscou-se identificar as possíveis causas, através do uso do Diagrama de causa e efeito de 4M, e, as possíveis soluções. Esta análise permitiu elaborar o Plano de ação 5W1H, e utilizar o método Poka-yoke, como forma preventiva para a ocorrência das falhas. A fidelidade dos clientes está diretamente ligada à sua satisfação, uma vez que, somente clientes muito satisfeitos têm sua fidelidade conquistada. Uma das maneiras para se alcançar este elevado nível de satisfação é através da qualidade dos serviços prestados sem falhas, bem como, da qualidade no atendimento.

The paper subject covers Nurse Care Options for Incurables. A theoretical paper of the Diploma Thesis is something like a comprehensive summary of potential nurse care options for incurable people. Based on data gathered herein, I tried to create a schematic layout making the above options clearer. It forms the Annex No.1 to the paper. A practical part is prepared as a quality {--} quantity survey. I concentrated on the Czech Republic legislative and statistic data related to the subject as well as the informedness level of patients/clients and general nurse of nurse care options for incurable people. One of hypotheses related to the issue determined by me ( ``The nurse care options for incurable people in the Czech Republic meet their needs{\crq}q) was confirmed; other two options ( ``All nurse care options provided to incurable people are available to them{\crq}q and ``Incurable people are informed of the nurse care options available to them in the frame of their illness{\crq}q) were disproved. I determined three essential objectives in my paper: 1. Identify nurse care options for incurable people in the Czech Republic; 2. Determine the availability of the nurse care for incurable people in the Czech Republic; and 3. Find the informedness level of incurable people regarding potential use of nurse care suitable for them, that I met. My theoretical part defines nurse care options for incurable people in the Czech Republic; my quality and quantity survey resulted into a conclusion that the nurse care availability for incurable people in the Czech republic doesn not meet their needs, and the informedness level of incurable people of suitable nurse care availability to them is insufficient. The Diploma Thesis findings result into following recommendations: To continue in development of the palliative care and start to perceive it not only as care for oncology terminal ill people; aim to improvement in the informedness of incurable people of the nurse care options available to them (currently a social nurse, general nurse, as well also voluntary workes, in the future a case manager nurse {--} advisor), and promote development of community nursery in the Czech Republic.

Direito processual civil, Mediação e conciliação, Reforma judiciária / The proliferation of individual claims repeating factual and/or legal matters have inspired procedural reforms aimed at the standardization of judgments, the consolidation of precedents and the collectivization of individual claims and searching for effectiveness and legal certainty. Another important response to this repeated litigation is the promotion of consensual dispute resolution, especially conciliation and mediation in the courts. This research investigates how consensual mechanisms are used by courts to deal with repeated litigation and which are the practices and techniques specifically aimed at repeated disputes. The characteristic elements of these repeated disputes are the similarity of the factual and/or legal arguments, the representativeness of the volume of claims and the fact that one of the parties litigates in similar disputes more often, while the other in involved in such type of cases only occasionally. These repeat players are known as the great litigants of the Judiciary, and enjoy certain advantages in terms of bargaining power, resources and information in view of their size and the frequency with which they are involved with similar cases. An empirical research was carried out court programs in Brazil and the United States to study the perceptions of the actors involved in the design and operation these programas on the issues raised. It was found that repeated litigation is a crucial part of court conciliation and mediation programs, influencing the role of the main stakeholders (parties, lawyers and conciliators/mediators), screening and case management practices, access conditions, specific techniques and the role played the Judiciary, who shall also act as manager, designer and institutional mediator. It is concluded that the structure of these programs and the role of those involved can be key factors for an adequate treatment of repeated disputes in the judicial context.

Summary: The main objective of this thesis is to describe the limits of existing methods and case management in providing health and social services in the Czech Republic of multidisciplinary care for a family with a disabled children. The work is divided into two parts. First - theoretical part - summarizes the theoretical issues, the basic terminology, case management, case manager, describes the role and method of use of case management in social and health services in the Czech Republic and abroad. There is also summarized the issues of families with disabled children, concept of multidisciplinary care for families with disabled children and the legislative framework governing the health and social care for these entities. The second, empirical part, qualitative research focuses on mapping the experience of families with disabled children in the multidisciplinary care of their children in practice, indications, course, professional representation of multidisciplinary care. The research describes the role of parent as a key person and needs in the care of children with disabilities through semi-structured interviews with five respondents who have children with disabilities. To better understand the needs of families with children with disabilities, case study was give through. I used information from the...

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