Exploring caseworkers’ experiences of SMILE: Facilitating sustainable employment for people with complex needs

Introduction Research suggests that holistic, person-centred support may be effective in facilitating employment for people with complex needs. A model based on such principles, labelled SMILE, was developed for this purpose. This study aimed to explore caseworkers’ experiences using SMILE, to identify which aspects they perceive as key to helping people with complex needs achieve sustainable employment. Design and methods The study employed a qualitative approach, using semi-structured interviews with 13 caseworkers who had first-hand experience working with the model to enhance employability among people with complex needs. Data were analysed using thematic analysis. Results The respondents emphasised the model’s holistic, person-centred support as essential for enabling targeted and relevant interventions. They also stressed the importance of clients having access to all interventions through a single point of entry. They also highlighted that progress served to energise and motivate clients. Another key aspect was ensuring the availability of continuous and easily accessible support from caseworkers, providing a sense of security for clients. This allowed them to make progress, cultivating empowerment and leading to a sense of self-efficacy and belief in their ability to attain sustainable employment. Conclusions Key aspects of the model that facilitated employment for people with complex needs included: providing holistic, person-centred support accessible through a single access point. Continuous and easily accessible support from a consistent caseworker was also essential for facilitating steady progress and fostering a sense of self-worth and confidence in their ability to gain employment.