Several studies were carried out on the topic of users referred to centres for social work for help which indicate that social workers often work with referred users and want to gain further knowledge in this area. This was also my experience during my practical training at the centre for social work (CSW). Based on my interest in social workers’ experiences in working with users referred to the CSW, I performed a qualitative survey with interviews including a convenience sample of 14 social workers engaged in different areas of activity at the CSW. I recorded the interviews and performed open, axial and selective coding.
The theoretical bases, used in the thesis, that facilitate the understanding and describe in greater detail the research problem include: the basic concepts and definition of social work, description of the concept of working relationship, description of centre for social work, definition of referred users, and models and guidelines for working with them.
Based on the performed qualitative analysis, I found that the majority of the social workers at the CSW frequently work with referred users – most often in the areas concerning child and family protection or violence, and least often in the area of exercising rights from public funds.
The social workers’ responses relative to their well-being were quite varied, therefore I assume that, generally, social workers have different experiences when interacting with referred users.
In terms of theoretical knowledge and strategies, based on the results, most social workers use the concept of working relationship, but they vary relative to other types of knowledge and strategies. Mainly, they obtain knowledge from education and training, self-directed learning, and based on their own abilities and experiences. These types of knowledge and strategies that they are using have also proved successful, for the most part, in their work with referred users – especially the concept of working relationship.
According to the majority of the social workers, the main contribution that would help enhance their competences in working with referred users is education, both education organized by their superiors and self-directed learning. Another important factor in developing competences is proper working conditions, where the majority emphasised support from their colleagues and other professionals.
Based on the results, it is my suggestion that centres for social work should implement more education for social workers to help them review their faculty knowledge and on the topic of collaboration with referred users. I find it important that social workers are provided with more accessible education and training, as well as an easier access to literature. But mostly, it is important that they receive support through supervision and intervision, in addition to sufficient general support from staff members. It is also important that superiors take into account social workers' suggestions when changing the law.
For further research, I suggest exploring the contribution of mediation and reality therapy to successful collaboration and work with referred users, as they were specifically mentioned in the responses in my research.
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