Challenges in recognizing and facilitating disclosures of intimate partner violence in customer service calls about maintenance support

Tegler, Helena; Fernqvist, Stina; Flinkfeldt, Marie

doi:10.1177/14614456221150140

Cited by 3 publications

(1 citation statement)

References 41 publications

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“…This is in line with previous research indicating that SSIA customer service is not a setting where “personal” stances are typically talked about (Flinkfeldt, 2020). Previous research has, for instance, shown how SSIA practitioners in child maintenance cases avoid talking about parents’ relationship with regard to occurrence of intimate partner violence, although they are tasked to do so (Tegler et al, 2023).…”

Section: Discussionmentioning

confidence: 99%

The practical realization of the feminist welfare state: Equal sharing and gender equality in institutional interaction about parental leave in Sweden

Höglund,

Flinkfeldt

2023

Feminism & Psychology

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Talk about gender equality in relation to parental leave is pervasive in Sweden. The state encourages families to share parental leave and has recurrently tasked the Swedish Social Insurance Agency (SSIA) to promote gender equality. As theories and applications of street-level bureaucracy have emphasized, how policy is practically realized in social interaction with clients is an important question, specifically whether gender equality discourse also permeates such encounters. We use conversation analysis to examine how equal sharing of parental leave is raised in interactions between parents and practitioners at the SSIA. The data consist of 300 telephone calls, 378 email exchanges, and 642 Facebook exchanges. Our analysis indicates that the talk of equal sharing is not as omnipresent as previous research might suggest. When parents orient to equal sharing, they tend to describe parental responsibilities, while practitioners connect equality to regulations that in themselves work to promote equal sharing. Equal sharing is also a resource for negotiating the citizen–state relationship, as parents complain about state interference while practitioners in response must balance provision of personalized support with the state imperative to promote sharing. The study highlights the complex work of practitioners in the “feminist welfare state” and sheds light on nuanced notions of equality promotion.

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Section: Discussionmentioning

confidence: 99%

The practical realization of the feminist welfare state: Equal sharing and gender equality in institutional interaction about parental leave in Sweden

Höglund,

Flinkfeldt

2023

Feminism & Psychology

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Person Reference and a Preference for Association in Emergency Calls

Tennent,

Weatherall

2024

Research on Language and Social Interaction

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“He Won’t Pay”: The Entanglement of Financial Abuse and Negligence in Swedish Child Maintenance Processes

Fernqvist

Flinkfeldt

Tegler

2023

Violence Against Women

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Since 2016, separated parents in Sweden are expected to pay child maintenance directly to each other unless special reasons, such as intimate partner violence (IPV), can be invoked. Problems with maintenance payments, which may involve expressions of financial abuse, have become a common topic in interactions between parents and the Swedish Social Insurance Agency (SSIA) that handles these cases. This article examines 132 phone calls to the SSIA, and the results show that payment problems are typically framed as relating to inability or negligence and not as possible indications of abuse. This highlights the need for training and capacity building regarding IPV in the Swedish welfare state.

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Challenges in recognizing and facilitating disclosures of intimate partner violence in customer service calls about maintenance support

Cited by 3 publications

References 41 publications

The practical realization of the feminist welfare state: Equal sharing and gender equality in institutional interaction about parental leave in Sweden

The practical realization of the feminist welfare state: Equal sharing and gender equality in institutional interaction about parental leave in Sweden

Person Reference and a Preference for Association in Emergency Calls

“He Won’t Pay”: The Entanglement of Financial Abuse and Negligence in Swedish Child Maintenance Processes

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