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Thunman, E., Ekström, M. & Bruhn, A. (2020). Dealing With Questions of Responsiveness in a Low-Discretion Context: Offers of Assistance in Standardized Public Service Encounters. Administration & Society, Article ID 0095399720907807.
Open this publication in new window or tab >>Dealing With Questions of Responsiveness in a Low-Discretion Context: Offers of Assistance in Standardized Public Service Encounters
2020 (English)In: Administration & Society, ISSN 0095-3997, E-ISSN 1552-3039, article id 0095399720907807Article in journal (Refereed) Epub ahead of print
Abstract [en]

A key theme in the research on bureaucratic encounters pertains to street-level bureaucrats' opportunities for responsiveness when discretion is constrained by the introduction of standardized service delivery regulations, such as information communication technology (ICT). This article contributes to existing scholarship by exploring how low-discretion officials at the Swedish Social Insurance Agency Customer Center manage competing demands of making decisions that are built on regulations and simultaneously responding to the situation at hand and individuals' needs. Analyzing real-time interactions using the conversation analytical concept of "offers of assistance" enables us to discover new aspects of interactional practices of responsiveness in standardized service encounters.

Place, publisher, year, edition, pages
Sage Publications, 2020
Keywords
discretion, offers of assistance, responsiveness, service encounter, social dynamics, standardization
National Category
Social Work
Identifiers
urn:nbn:se:oru:diva-80507 (URN)10.1177/0095399720907807 (DOI)000515031000001 ()
Funder
Swedish Research CouncilForte, Swedish Research Council for Health, Working Life and Welfare, 2015-00874
Available from: 2020-03-10 Created: 2020-03-10 Last updated: 2020-03-10Bibliographically approved
Ekström, M., Bruhn, A. & Thunman, E. (2019). A caring interview: Polar questions, epistemic stance and care in examinations of eligibility for social benefits. Discourse Studies, 21(4), 375-397
Open this publication in new window or tab >>A caring interview: Polar questions, epistemic stance and care in examinations of eligibility for social benefits
2019 (English)In: Discourse Studies, ISSN 1461-4456, E-ISSN 1461-7080, Vol. 21, no 4, p. 375-397Article in journal (Refereed) Published
Abstract [en]

Based on conversation analysis, this study investigates central practices in what is defined as a caring interview, in the context of welfare administration. Caring refers to (1) a helpful interviewing in reformulations of questions, taking interviewees' difficulties to answer into consideration; (2) a caring attitude in the framing of questions, showing understanding of clients' circumstances and (3) professional's enactment of expertise in assessments of clients' disabilities and care needs. Data include a corpus of 43 recorded interviews in which officials at the Swedish Social Insurance Agency interview clients who have applied for benefits. The study adds to research on interactional sensitivity, polar questions and epistemic stance in institutional interaction. The study shows how the interviewer prioritizes confirming polar questions, takes responsibilities of knowing into account and reduces the epistemic gap to the interviewee in practices of a caring interview. This makes the interviewing markedly different from standardized and bureaucratic interviewing.

Place, publisher, year, edition, pages
Sage Publications, 2019
Keywords
Caring, conversation analysis, epistemic, institutional interaction, interview, polar question, sensitivity, social benefits, welfare administration, yes, no questions
National Category
Social Work
Identifiers
urn:nbn:se:oru:diva-75199 (URN)10.1177/1461445619842740 (DOI)000472027600001 ()2-s2.0-85065182246 (Scopus ID)
Funder
Forte, Swedish Research Council for Health, Working Life and Welfare
Available from: 2019-07-26 Created: 2019-07-26 Last updated: 2019-07-26Bibliographically approved
Bruhn, A. (2019). Book review: Social and caring professions in European welfare states: Policies, services and professional practices [Review]. Nordic Social Work Research, 9(2), 199-201
Open this publication in new window or tab >>Book review: Social and caring professions in European welfare states: Policies, services and professional practices
2019 (English)In: Nordic Social Work Research, ISSN 2156-857X, E-ISSN 2156-8588, Vol. 9, no 2, p. 199-201Article, book review (Other academic) Published
Place, publisher, year, edition, pages
Taylor & Francis, 2019
National Category
Social Work
Research subject
Social Work
Identifiers
urn:nbn:se:oru:diva-77611 (URN)10.1080/2156857X.2019.1604717 (DOI)
Note

Social and caring professions in European welfare states : policies, services and professional practices / edited by Björn Blom, Lars Evertsson and Marek Perlinski.. - 2017. - ISBN: 9781447327196

Available from: 2019-10-24 Created: 2019-10-24 Last updated: 2019-10-25Bibliographically approved
Bruhn, A. (2018). Förutsättningar för relationsarbete i yrkesutövning på det sociala arbetets fält (1ed.). In: Anders Bruhn och Åsa Källström (Ed.), Relationer i socialt arbete: I gränslandet mellan profession och person (pp. 37-58). Stockholm: Liber
Open this publication in new window or tab >>Förutsättningar för relationsarbete i yrkesutövning på det sociala arbetets fält
2018 (Swedish)In: Relationer i socialt arbete: I gränslandet mellan profession och person / [ed] Anders Bruhn och Åsa Källström, Stockholm: Liber, 2018, 1, p. 37-58Chapter in book (Other academic)
Place, publisher, year, edition, pages
Stockholm: Liber, 2018 Edition: 1
National Category
Social Work
Identifiers
urn:nbn:se:oru:diva-65057 (URN)978-91-47-11311-8 (ISBN)
Available from: 2018-02-16 Created: 2018-02-16 Last updated: 2018-02-19Bibliographically approved
Bruhn, A. & Källström, Å. (2018). Inledning: Relationsbyggande på det sociala arbetes fält - utmaningar och möjligheter. In: Bruhn, Anders & Källström, Åsa (Ed.), Relationer i socialt arbete : I gränslandet mellan profession och person (pp. 9-15). Stockholm: Liber
Open this publication in new window or tab >>Inledning: Relationsbyggande på det sociala arbetes fält - utmaningar och möjligheter
2018 (Swedish)In: Relationer i socialt arbete : I gränslandet mellan profession och person / [ed] Bruhn, Anders & Källström, Åsa, Stockholm: Liber, 2018, p. 9-15Chapter in book (Other academic)
Place, publisher, year, edition, pages
Stockholm: Liber, 2018
National Category
Social Work
Research subject
Social Work
Identifiers
urn:nbn:se:oru:diva-64929 (URN)9789147113118 (ISBN)
Available from: 2018-02-08 Created: 2018-02-08 Last updated: 2018-02-12Bibliographically approved
Bruhn, A. & Lindberg, O. (2018). Kriminalvården sluter sig för insyn utifrån. Dagens Nyheter DN Debatt (5 augusti)
Open this publication in new window or tab >>Kriminalvården sluter sig för insyn utifrån
2018 (Swedish)In: Dagens Nyheter DN Debatt, ISSN 1101-2447, no 5 augustiArticle in journal, News item (Other (popular science, discussion, etc.)) Published
Abstract [sv]

En förändring i bemötandet gentemot utomstående forskning har uppstått hos Kriminal­vården. Den är inte lika öppen längre, skriver forskarna Anders Bruhn och Odd Lindberg. 

Place, publisher, year, edition, pages
Stockholm: AB Dagens nyheter, 2018
National Category
Social Work
Research subject
Social Work
Identifiers
urn:nbn:se:oru:diva-68516 (URN)
Note

Debattartikel

Available from: 2018-08-17 Created: 2018-08-17 Last updated: 2018-08-17Bibliographically approved
(2018). Nationell forskningskonferens i socialt arbete: Abstractsammanställning. Örebro: Örebro university
Open this publication in new window or tab >>Nationell forskningskonferens i socialt arbete: Abstractsammanställning
2018 (Swedish)Report (Other academic)
Place, publisher, year, edition, pages
Örebro: Örebro university, 2018. p. 26
Series
Working Papers and Reports ; 13
Keywords
Socialt arbete, konferens, 2018
National Category
Social Work
Research subject
Social Work
Identifiers
urn:nbn:se:oru:diva-70168 (URN)
Note

Editors: Anders Bruhn and Åsa Källström

Available from: 2018-11-13 Created: 2018-11-13 Last updated: 2018-11-15Bibliographically approved
Lindahl, R. & Bruhn, A. (2018). Professional dilemmas and occupational constraints in child welfare workers' relationships with children and youth in foster care. Children and youth services review, 88, 333-340
Open this publication in new window or tab >>Professional dilemmas and occupational constraints in child welfare workers' relationships with children and youth in foster care
2018 (English)In: Children and youth services review, ISSN 0190-7409, E-ISSN 1873-7765, Vol. 88, p. 333-340Article in journal (Refereed) Published
Abstract [en]

At the same time as the number of child and youth placements in foster care is increasing in Sweden, some serious deficiencies have been highlighted, such as instability in placements and shortcomings in the social services' monitoring. Because the child welfare workers are ultimately responsible for these children's situation, understanding how they handle their multi-dimensional occupational role is crucial. The aim of this article is to study child welfare workers' individual and collective experiences of and expectations about their occupational role and responsibilities in their administrative and relational work with children and youth in foster care. Individual interviews with child welfare workers from a previous evaluation of a national pilot project, and two focus groups with child welfare workers, constitute the empirical basis. Theoretically the article explores central concepts such as sub-roles, dilemmas, professionalism, and functional specificity. The results show that the child welfare workers are burdened by a heavy workload, but that the prerequisites and the obstacles they face also must be understood in relation to prevailing contradictions and dilemmas in their occupational role. Even though the child welfare workers stress that professionalism is about putting relational work first, their activity is dominated by administrative tasks and functional specificity.

Place, publisher, year, edition, pages
Elsevier, 2018
National Category
Social Work
Research subject
Social Work
Identifiers
urn:nbn:se:oru:diva-66184 (URN)10.1016/j.childyouth.2018.03.039 (DOI)000432640800038 ()2-s2.0-85044447636 (Scopus ID)
Available from: 2018-03-27 Created: 2018-03-27 Last updated: 2019-03-12Bibliographically approved
Bruhn, A. & Nylander, P. Å. (2018). Quality employment and quality public services in prisons: Rapportdel: Sweden. Leuven, Belgium
Open this publication in new window or tab >>Quality employment and quality public services in prisons: Rapportdel: Sweden
2018 (English)Report (Other academic)
Place, publisher, year, edition, pages
Leuven, Belgium: , 2018. p. 11
Series
EU-rapport. Research comissioned by EPSU, University of Leuven
National Category
Social Work
Research subject
Social Work
Identifiers
urn:nbn:se:oru:diva-77610 (URN)
Available from: 2019-10-24 Created: 2019-10-24 Last updated: 2019-10-25Bibliographically approved
Bruhn, A. & Källström, Å. (Eds.). (2018). Relationer i socialt arbete : I gränslandet mellan profession och person (1ed.). Stockholm: Liber
Open this publication in new window or tab >>Relationer i socialt arbete : I gränslandet mellan profession och person
2018 (Swedish)Collection (editor) (Other academic)
Abstract [sv]

En väl fungerande relation mellan socialarbetare och klient är ett nödvändigt villkor och ett grundelement i allt professionellt socialt arbete. Men trots att relationsarbete är svårt, så problematiseras det sällan i texter som rör det sociala arbetets kärna och karaktär.

I den här boken tar vi oss an just den uppgiften. Några exempel på frågeställningar som boken tar upp:

  • Vad kännetecknar ett gott relationsarbete på det sociala arbetets fält?
  • Hur kan en väl fungerande relation etableras mellan den professionelle tjänsteutövaren och en klient i ett mer eller mindre utsatt läge?
  • Hur och under vilka villkor kan ett gott relationsarbete utföras av socialarbetare inom olika verksamhetsområden?

Bokens kapitel inrymmer både teoretiska fördjupningar och praktiska exempel och kan därför användas såväl inom utbildningar för socionomer och på angränsande fält som inom praktik på olika sociala yrkesfält.

Place, publisher, year, edition, pages
Stockholm: Liber, 2018. p. 293 Edition: 1
National Category
Social Work
Research subject
Social Work
Identifiers
urn:nbn:se:oru:diva-64928 (URN)9789147113118 (ISBN)
Available from: 2018-02-08 Created: 2018-02-08 Last updated: 2018-02-12Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0002-5683-179X

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