The point of entry: A study of client reception in the social services

Abstract

Few people who work in the social services would deny that the reception of those asking for help is important, and yet this process is seldom closely examined. Originally published in 1974, this book aims not only to focus attention on the problems faced by those seeking the help of a social service organisation, but also to analyse what happens and why at the point of entry. This study analyses reception practices in four very different social work agencies. The author demonstrates that the reception process is not just an administrative expedient but that, under certain circumstances, it may have a profound influence upon the way the agency operates, the services it provides and who receives them. In short, many of the important rationing decisions about resources allocation may be made not by an agency’s senior and middle managers, or by its professional social work staff, but by an untrained clerical receptionist at the point of initial contact between the organisation and its clients. The Point of Entry was primarily written for students and teachers of social administration, social workers, administrators, and receptionists themselves. It is, however, a valuable study for all who are concerned with the reception of visitors to any kind of organisation which provides a service to clients.

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