Measuring Client Satisfaction with Child Welfare Services

Clare Tilbury · Jennifer Osmond · Meegan Crawford

34 citations0/0 files storedJournal of Public Child Welfare

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Child Welfare and Adoption Public Policy and Administration Research Social Work Education and Practice

Abstract

This article examines the role of client satisfaction indicators in child welfare agency performance measurement. It examines both research and performance measurement efforts to understand client perspectives on child protection and out-of-home care services. It highlights the value of obtaining data from clients about their experience of the service delivered by the agency and its impact on their lives. Conceptual, methodological and ethical issues in implementing routine, standardized data collection on client satisfaction are discussed. Measuring client satisfaction within a suite of performance indicators is an example of how practitioners and managers can use one of the tools of managerialism in the interests of clients and good practice.

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References

1996Deprofessionalizing Social Work: Anti-Oppressive Practice, Competencies and Postmodernism 1998Scientific Management, Bureau-Professionalism, New Managerialism: The Labour Process of State Social Work 2001Empowering looked-after children 1988Bringing Consumers into Performance Measurement: concepts, consequences and constraints 1970The client speaks: Working class impressions of casework,2004Unintended consequences of the push for accountability: the case of national child welfare performance standards 1996Evaluating for Good Practice 2018Satisfaction of Children in Out-of-Home Care

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2014Family feedback in Child Welfare Services: A systematic review of measures 2016A culturally relevant measure of client satisfaction in child welfare services 2014A Comparative Study on Perspectives of Users and Providers on Subjective Outcomes of Social Services – Focusing on Investment Programs of Community Social Services in Daegu Metropolitan City –

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