Asiakaslähtöisyyden ristiaallokossa

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Title: Asiakaslähtöisyyden ristiaallokossa
Author: Norlamo-Saramäki, Tuija
Contributor: University of Helsinki, Faculty of Social Sciences, Department of Social Policy
Date: 2009-10-09
Thesis level: Licentiate thesis
Abstract: In this study the challenges of user involvement in social work are examined using descriptions of social work clients. The data comprise administrative documents and texts written by service users themselves. The administrative documents represent three different eras, going from the custodial state to the welfare state and the neo-liberalistic state of today. A total of 209 appeals service users made to the Social and Health Service Committee in 2007 were used as the service users voices. Michel Foucault's concepts of governmentality constitute the theoretical framework of this work. From the Foucauldian standpoint, social work can be considered as an essential tool of modern power. Through normalization social work helps the state to control different population groups in order to take care of economical growth, law and order and the welfare of the people. User involvement is examined as a social construction through the concepts of subject and object. The main analysis method used is content analysis. Some discourse analytic approaches are used to get deeper into the data. The main research finding is that the images of social work clients arising from administrative documents are contradictory. Three different discourses are going on at the same time: a custodian discourse, a service discourse and a user discourse. Despite the changes in the user's positions, users are still seen as objects and not as subjects. In addition to being objects of control, care and services, users are now also objects of activation and motivation. Meanwhile in appeals, service users describe themselves as subjects. They can temporarily be in need of help and support but still they are subjects, and not objects. In understanding user involvement in social work, there is a huge difference between users being seen as subjects or as objects. It is no wonder there has been so much discussion recently of how sers are treated. Quality work sees user involvement not only as an approach used by an individual employee but also as a characteristic of the organization. The administration of social work has an effect on how social workers work with their clients. Quality management and continuous improvement can help us to increase user involvement in social work. Through these means social work can become clearer, more transparent and even more measurable.
Description: Endast sammandrag. Inbundna avhandlingar kan sökas i Helka-databasen ( Elektroniska kopior av avhandlingar finns antingen öppet på nätet eller endast tillgängliga i bibliotekets avhandlingsterminaler.Only abstract. Paper copies of master’s theses are listed in the Helka database ( Electronic copies of master’s theses are either available as open access or only on thesis terminals in the Helsinki University Library.Vain tiivistelmä. Sidottujen gradujen saatavuuden voit tarkistaa Helka-tietokannasta ( Digitaaliset gradut voivat olla luettavissa avoimesti verkossa tai rajoitetusti kirjaston opinnäytekioskeilla.

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