Tales from the sequestered room: Client experiences of social work in Norway and Sweden

Abstract

• Summary: This article focuses on accounts made by clients and social workers about their encounters with one another at social welfare agencies in Norway and Sweden. These are drawn from interviews conducted with 24 women and men asked about their experiences of being social welfare clients. Additional data drawn from interviews conducted with 14 social workers in Norway about their experiences with clients are also explored. In interviewing clients, a main concern was with discussing their recollections of these meetings. Interviews with social workers, too, focused on their recollections, both positive and negative, of encounters with clients.

• Findings: The main patterns revealed by analyses of transcribed accounts show that social work is experienced by clients as being extremely beneficial when it provides them with space and opportunities to bring forth aspects of their lives and life stories often not properly acknowledged in other arenas. Conversely, social work is experienced as least beneficial by clients when they feel their concerns are being belittled, redefined and/or ignored. Both social workers and clients agree that good social work involves empathy, sensitivity and opportunities allowing clients to voice their own concerns.

• Applications: This study’s findings indicate that one rich source of knowledge about the possibilities as well as limitations of social work practice at welfare agencies is represented by what can be gained by listening attentively to and recording exactly what clients and social workers tell of their encounters in these special sequestered arenas.