Not intruding, not colluding: process and practice in a contact centre

Abstract

This article examines process and practice in a contact centre, with particular reference to the divorce/separation context. Against the legal, and emotional backdrop in which contact takes place, it examines the complex and varied roles which workers in this setting are called on to play, highlighting the skills and knowledge required for the intervention in this particular area of family support. It concludes by arguing that, if the rights and needs of children apart from a parent are to be promoted there are significant implications for training, supervision and support for contact centre staff so that they can not only respond purposefully to the families with whom they work but also manage the difficult feelings this area of practice evokes. Copyright © 2000 John Wiley & Sons, Ltd.

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