The Basic Contents and Steps of Social Work Receiving Cases

The Basic Contents and Steps of Social Work Receiving Cases

At present, most social workers in China are active in civil affairs, women's federations, charities, social organizations, community service agencies, street offices and other fields, and have gradually expanded to health, education, social security, psychological counseling and other fields. Therefore, the following are the basic contents and steps of the social work reception cases I have compiled for you, and you are welcome to refer to them.

The main points of receiving cases include:

1. Understand the help-seeking desire of the help-seeking object. The psychological reaction of the help-seeking object is influenced by the following factors:

(1) He may not need immediate service, but only needs consultation and exploration;

(2) It was transferred from other institutions after a failed help-seeking experience.

(3) Those who are forced to ask for help, such as prisoners, compulsory drug addicts and minors.

(4) Recognizing their own problems, the workers who come to ask for help on their own initiative must understand and analyze the realistic psychological reaction of the helpers and adopt different treatment methods. For those who don't need immediate service, make a simple assessment of their own problems to see if they really don't need immediate service or there are other reasons; Try to provide helpful information to those who inquire about news; Those who are willing to ask for help should be encouraged to become case owners.

2. Promoting people who need help is called the object of service. For those who are willing to help, workers should give encouragement, build confidence in solving problems, and build confidence in institutions and workers. Therefore, it is very important to establish a preliminary trust relationship. The sincere attitude of the staff and the resources of the organization are the necessary conditions to encourage the seekers to become case owners.

3. Clarifying customers' needs means clarifying customers' expectations. Customers pin their hopes of solving problems on institutions and workers, which will inevitably place too high expectations on workers. At this time, the workers must make clear the requirements of the clients, make clear the service scope and requirements of the institutions to the clients, and tell them that the solution of the problems of the clients needs the joint efforts of both parties, not just the unilateral efforts of the workers and institutions.

4, preliminary assessment of the problem and need to know the needs of the help-seekers, a simple assessment of their problems, the purpose is to decide whether the organization needs to provide services for the help-seekers. To this end, workers need to know the following questions in order to make a preliminary assessment:

(1) What is the helper's willingness to help? Is it active or passive?

(2) What are the main problems of the seeker? How did it come into being? What does the seeker expect to achieve and what results do he need?

(3) What help did the helper ever seek and what efforts did he make?

(4) Can the resources of institutions and the ability of workers provide necessary services for those who seek help?

(5) Can the organization's requirements for help seekers be coordinated with those of workers and institutions? Staff need to share the preliminary assessment with the clients to ensure the accuracy of the conclusions. After a preliminary study

After the evaluation, it is considered that the organization and staff can provide appropriate services for the client, and the client also hopes to establish a professional relationship with the organization to make the client a real case owner. If the organization or worker cannot provide the service he needs, he needs to be referred. Referral: that is, cases that cannot be provided by some institutions or individuals are referred to other institutions or individuals through necessary procedures, so that those who seek help can get appropriate services. Referral service occurs in two situations: first, the worker judges that the problem that the helper needs to solve does not belong to the service scope of the institution; Second, service agencies only provide services to people in a certain area, and people who ask for help do not belong to this area. For example, the organization only provides services for the elderly in Furong District, so it is necessary to refer the elderly in Tianxin District for help.

Steps to receive a case

First, the steps and core skills of receiving cases

Receiving a case is the first step in the practical process of social work, and it is also the basis and starting point of the whole process of helping others. Successful handling of cases is the premise of professional help activities.

The main work and steps in the case receiving stage: to understand the reasons and process of customers seeking help; Preliminary assessment of customer problems; Decide whether to accept the case; Reach a preliminary agreement.

1) Preparation before accepting the case

Self-help seeker (self-help)

Recommended by others (introduced by others)

Social workers take the initiative to contact (through outreach work)

2) Identify the type of service object:

Volunteer service target (self-discovery, strong motivation, easy work)

Involuntary customers (resistant, unfavorable, difficult to get along with)

3) Understand the customer's help-seeking process.

Customers who seek help from social work organizations usually have different problems and different levels of needs.

Generally speaking, most customers choose to ask for help after trying to solve their own problems.

4) make？ Potential customers? Become? Existing customers?

Those who have not used or received the help of social work resources, but may need service resources and help in the future, or may need help without asking for help, or have prevented others or other systems from playing their social functions normally without asking for help? Potential customers? . The task of workers is not just to cooperate? Existing customers? Establish relationships, but also contact potential customers, let them understand the significance of accepting social work services for them, and promote? Potential customers? Still become? Existing customers? .

2) Interview

Interview is the second main task in the case receiving stage.

1) the purpose of the interview and the arrangement of the interview place.

Interview is a process of face-to-face discussion between staff and clients to determine whether to establish a professional assistance relationship, and it is also a conscious and targeted interpersonal communication.

The interview place should make customers feel as free, comfortable and casual as possible, and promote unrestricted communication and exchange.

2) The main task of the interview

Identify the customer's problems and needs (what is his problem);

Clarify the role expectations and obligations (what do you want to do, the grid expectations of social workers and clients);

Stimulate and promote the client to enter the role (don't worry, speak slowly);

Promote and induce changes in customer attitudes and behaviors (have you tried? );

Reach a preliminary agreement;

Determine the workflow.

3) interview skills

Introduce yourself voluntarily.

Explain the purpose of assistance to the clients, and actively introduce the objectives and functions of the organization, their own work experience and expertise, and their views on seeking help and receiving assistance. All these will help to eliminate customers' doubts and make them enter the role of recipient smoothly.

connect

The contents include: understanding the problems and needs of clients, and exchanging views and expectations on the problems of clients, the functions of social work institutions and the roles of social workers.

Communication should pay attention to the use of empathy expression: it refers to the process that staff enter and understand the inner world of the case owner and convey this understanding to the case owner. Express the feelings and emotions of the parties in short and correct words; No analysis, no evaluation. Do you feel yourself? What do you think? Like you think? What do you think? You think-you feel-for you-you think-I sound like you think-

Listen attentively.

Listening includes five conditions: no criticism; Do not judge; Respect; Keen; Take each other as the center.

Encouragement and support: refers to the staff encouraging the case owner to continue to express his feelings and opinions through appropriate speech and body language. Like what? Hmm? 、? Okay？ 、? Continue? 、? What else is there? 、? What about the future? 、? What about other situations? 、? I understand, okay? Such as transitional phrases, to strengthen the content of tourists' narration and encourage them to continue.

3) Collect customer data

Content and scope of data collection.

Customer's personal data. Native place, age, gender, education level, professional income, etc. ;

Physical condition: know the client's medical history, whether there are diseases, genetic diseases and chronic diseases, and what is the current situation (physical and mental);

Customer's ability and characteristics;

The social environment in which customers live.

2) Ways and methods of data collection

Inquiry: ask the parties;

Consultation: ask professionals; Observation: home visits, symposiums and community visits;

Questionnaire survey: let customers fill in the questionnaire.

4) Make a good record of the talks of receiving cases.

After the interview, the social worker should record the contents and results of the interview. Narrative record is a common form, which includes: the purpose of interview; Interview process; Overall evaluation of the interview; Suggestions for future interviews.

Second, matters that should be paid attention to when receiving the case

Decide whether emergency intervention is needed (basically a matter of life or safety);

Weigh your ability to deal with problems (don't be stubborn);

Decide the priority of the problem (respect the case owner and deal with the simple problem first);

Ensure that the services required by customers are in line with the scope of work of the service organization.

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