Creeping under the skin: manifestations of client violence towards social workers in Swedish individual and family services

Abstract

Client violence can affect social workers negatively. In this paper, we explore what the experience of client violence entails for social workers who exercise public authority in Swedish individual and family social services. The empirical data are based on qualitative interviews with social workers (n = 19) and analysed using inductive thematic analysis and power theory. The results show that social workers experienced physical and non-physical violence, often perpetrated through several related incidents. Clients' use of violence was mainly in reaction to social workers' exercise of public authority. Organization and delivery of social services seemed to create friction that agitated clients, while putting social workers at risk of violence. Social workers situated client violence in two arenas, i.e. the professional and private arena, with perceived aggravation of the violence as it transcended the professional boundary into their private life. The paper highlights the importance of organizational culture that values and promotes the aspirations, dignity and wellbeing of clients and social workers.

Helping or Controlling? Choice of Coping Methods When Dealing with Violent Clients in Statutory Social Work

“…However, clients are not always satisfied and may resort to threats and aggression towards the social workers. Client violence represents a dyadic relationship through which clients attempt to influence decisions related to social services (BRÅ 2016;Munobwa et al 2021b). To deal with hostile clients, social workers draw on the different methods of coping discussed above, some of which are oppressive and risk escalating client dissatisfaction and hostility.…”

“…Client violence in statutory social work is a workplace concern worldwide (Heiskanen 2007;Koritsas et al 2010;Littlechild et al 2016;Macdonald and Sirotich 2005;Novus 2017; Radey and Wilke 2018;The Swedish Work Environment Authority 2018;Zelnick et al 2013). In this article, we conceptualise client violence as intentional threats and assaults towards social workers or their family members perpetrated by service users within or related to the context of service provision (Munobwa et al 2021b). Client violence takes many forms, including physical assault, vandalisation of property, verbal threats or assault, selfharm, stalking, and threats to harm social workers' family members (Munobwa et al 2021b;Waddington et al 2015).…”

“…In this article, we conceptualise client violence as intentional threats and assaults towards social workers or their family members perpetrated by service users within or related to the context of service provision (Munobwa et al 2021b). Client violence takes many forms, including physical assault, vandalisation of property, verbal threats or assault, selfharm, stalking, and threats to harm social workers' family members (Munobwa et al 2021b;Waddington et al 2015). Additionally, there is increasing awareness and concern over cyberbullying, i.e., violence and threats manifested through digital information and communication technologies (Alfandari 2019;Kagan et al 2018).…”

“…Such interactions may escalate to violence. Clients use violence in the context of statutory social services mainly to influence the exercise of public authority and, in some cases, to revenge for what they consider unjust treatment (Littlechild 2005;Munobwa et al 2021b;BRÅ 2016). Despite the challenges associated with the practice, social workers identify with their professional role as helpers.…”