Sifting the wheat from the chaff—the organization of telephone intake and the selection of social assistance inquirers in Sweden

Abstract

In Sweden, the initial contact between help-seeking people and a social welfare office normally takes place over the telephone, with designated intake officers handling those aiming to apply for social assistance. Citizens seeking help are here sorted according to various eligibility criteria as well as according to different intake routines. The outcome of the sorting process is that some receive an appointment for a further assessment while others are sent away. This article describes and classifies the degree of selection at seven telephone intakes, discusses relations between the degrees of selection and reasons for selection and distinguishes several selection strategies.

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