Is measuring results in social services possible? The lived experiences of professionals in key positions

Abstract

This study illuminates professionals in key positions and their lived experience of measuring results in social services. Human service organizations were chosen as a focus area since the social services are complex, and research is currently limited regarding this phenomenon. Eight professionals in key positions agreed to participate in the study and were interviewed individually. A phenomenological hermeneutical method inspired by the interpretation theory developed by Ricoeur was used to analyse their narrations. Firstly, by a naive reading, the phenomenon was sensed. Secondly, the structural analysis revealed three themes: having inner mixed feelings regarding performance measurement in social work, feeling questioned regarding professional competence, and feelings of being in an organization far removed from the core of social work. Thirdly, an interpreted comprehensive understanding was: Measuring results in social services is like putting a jigsaw puzzle together, where each piece has its special place. This puzzle still lacks pieces, and it is only when the complexity of measuring results in social work is understood that the puzzle can be put together in its entirety. The study indicates it is important to address uncertainties and mixed feelings among professionals in key positions in social work organizations to maintain work environments which promote professionals' health in relation to measuring for results.

When the organization is a problem: an empirical study of social work with substance use problems in more or less NPM-influenced Swedish municipalities

“…Since the 1990s, SUT in many Swedish municipalities has increasingly been steered through local public procurement, often within local purchaser-provider-models in the municipal organization and today with a large share of contracted private for-profit providers (Storbjörk and Stenius 2019a). Other features of NPM, often linked to output control in the NPM spirit, are the introduction of registration of interventions, evidence-based practices (EBP), standardization of services and procedures, and various national or local guidelines for treatment and documentation (Eriksson and Janlöv 2020;Hanssen et al 2015;Hjärpe 2017;Lauri 2016). Many of these have been reinforced by national policies and bodies with the duty to control local performances.…”