Focus on Weaknesses or Strengths? Determining Factors for an Inclusive and Relational Management in Public Community Social Service Organizations

Abstract

This article, which is result of a research and development (R&D) project financed by the Spanish administration, studies the difficulties in managing social inclusion programs in Social Service (SS) Centers located in areas with high rates of exclusion in Andalusia (Spain). The research follows a qualitative methodology, based on observation, semi-open interviews (SOI), and focus groups (FG) aimed at the different actors in four Social Service Centers. Three dimensions are addressed: normative, functional, and perceived. The main results are four groups of incident factors: the mismatch between the expectations of non-professional actors (politicians, etc.) and those of technicians; the knowledge management of implemented dynamics; the position of the SS in local action networks; and the professional–client relationship. We concluded that, although these programs should be managed in an inclusive context, they are conditioned by scenarios with little possibility of social activation and a high level of interference and additional demands. Aspects that generate a great deal of organizational pressure divert professional practices to social assistance work.