‘Like walking on eggshells’: service user views and expectations of the child protection system

Abstract

A B S T R AC TThis paper reports on a study of service users' views on Irish child protection services. Qualitative interviews were conducted with 67 service users, including young people between 13 and 23. The findings showed that despite refocusing and public service management reforms, service users still experience involvement with the services as intimidating and stressful and while they acknowledged opportunities to participate in the child protection process, they found the experience to be very difficult. Their definition of 'needs' was somewhat at odds with that suggested in official documentation, and they viewed the execution of a child protection plan more as a coercive requirement to comply with 'tasks' set by workers than a conjoint effort to enhance their children's welfare. As in previous studies, the data showed how the development of good relationships between workers and service users could compensate for the harsher aspects of involvement with child protection. In addition, this study demonstrated a high level of discernment on the part of service users, highlighting their expectation of quality standards in respect of courtesy, respect, accountability, transparency and practitioner expertise.

Parental Participation in Statutory Child Protection Intervention in Scotland

“…Attendance at case conferences, particularly initial and early case conferences, has frequently been reported in the findings of studies as distressing, intimidating, humiliating, frightening and disempowering experiences for parents (Buckley et al, 2011;Dale, 2004;Healy et al, 2012). Our findings resonate strongly with these observations.…”

“…There is, as Wrennall (2010:309) reports, 'extensive evidence of harm to families' with researchers reporting that intervention is experienced as more traumatising than the conditions that led to it (Cooper et al, 2003). At the same time there are studies such as Buckley et al's (2011) and Woolfson et al's (2010) which report that intervention may be simultaneously experienced as distressing and supportive, characterised by both negative experiences and positive outcomes.…”

“…The active involvement of service users in decision making is also considered to be a more humane, ethical and effective model of practice (Corby et al, 1996;Buckley et al, 2011). However, studies of participation have revealed that service users are generally marginalised within child protection process with restricted opportunities for participation (Barford and Wattam, 1991;Barford, 1993;Corby et al, 1996).…”

“…Studies have identified, that the creation of good relationships between professionals and families can alleviate some of the negative consequences experienced by parents (Buckley et al, 2011;Bilson, 2002). Professional qualities and skills that lead to the creation of a 'helping alliance' between professionals and parents have been highlighted (Maiter et al, 2006:182).…”

Re-visioning Child Protection Management Embedded in Family Empowerment

“…If parents felt isolated, nothing much can be helpful in seeking their cooperation until relationships are reestablished. Buckley, Carr and Whelan (2011) noted engagement issues as an obstacle in the families' realising the benefit of the service. They offered some simple social techniques for consideration, "being normal, 'easy to talk to' and reassuring, sit down, have a cup of tea….…”