Client Positions

Discussed by Insoo Kim Berg (1994), social workers frequently come across different client positions which would affect how they would go about in terms of engaging their clients towards collaborated goal setting. Especially in settings where clients are referred by a third party, it is easy for the social worker to dismiss a client as unmotivated, or uncooperative. However thinking about the different positions our clients approach us in would assist in developing more empathy as to why clients may be reluctant to see us, and also provides some ideas about the focus of our interventions. 

Whilst these ideas are useful, it is also important not to compartmentalise and label our clients definitively. Client positions change over time, and we need to acknowledge this propensity for change. At the same time, we do not dismiss the need to engage families and individuals by accepting that they are not yet in a position for change, especially when risks in child protection or family violence is imminent. 

 

Visitor relationship

1. Client does not see that there is a problem
2. client referred by a third party or mandated to come.
3. Come to the worker’s attention not through their own goals.
4. Clients may or may not agree with the referring person’s idea of what the nature of the problem is or what should be done about it.
5. When they disagree, they are thought to be resistive to change, or refusing to take responsibility for their problem.
6. Thought to be difficult or impossible to work with.
7. Social Worker’s tasks
   1. Join the client’s world view and be sympathetic to her predicaments
   2. Find ways to influence, shape, and mold clients so that she can identify problems and possible solutions to them. For e.g. the common solution could be “how to get social worker off their backs”
   3. Agree, as far as possible with client’s idea of what problem is for her. Work with issues that client considers urgent first
   4. Identify potential other “customers” in the family system. Finding the real customer for change is curcial for ensuring successful outcome.
   5. “Would you have any thoughts of why your wife might want you to attend sessions with me?”

 

Complainant relationship

1. Client is aware of a problem, but is still ambiguous about taking steps to address the problem. Client not yet at the point of seeing himself as involved in solution finding
2. Client views his relationship with the worker as limited to providing information and specific interventions for his problems (happens a lot with financial cases).
3. Client usually perceives his role as giving detailed and accurate accoun of patterns of behaviour, historical narratives, speculations about causes, and possible solutions to the problem that someone else should perform.
4. Client sees himself as an innocent bystander who has to endure the difficulties others inflict on him.
5. Social Workers’ Tasks

                                               i.     To be sympathetic to client and thank him for the helpful information provided.

                                              ii.     Acknowledge client’s suffering and applaud his resilience.

                                            iii.     Compliment client for commitment and willingness to sek help for family member.

 

Customer relationship

1. Both client and worker may not be very clear about the goals
2. Client indicates that she is interested in and committed to solving her problems, regardless of whether or not she believes she is responsible for them.
3. Clients who, for whatever, reason, have reached the point of saying, verbally and non-verbally, that they are ready to do something to change their lives.
4. Social Worker tasks
   1. Develop positive and cooperative working relationship with client.
   2. Stay focused on the goal and keep reminding clients about goals
   3. Work towards specific planning of interventions and tasks client can do to alleviate her difficulties.