Examines technology-facilitated client violence in social services, revealing its impact on professional discretion.
Key Points
This research aims to explore the emergence of technology-facilitated client violence (TFCV) in social services and its influence on professional behavior.
Analyzed open-ended survey responses from 135 street-level professionals and conducted interviews with 18 social care managers in Finland.
Draws on qualitative research methods to understand the nuances of TFCV in everyday work.
Utilized a street-level bureaucracy framework to assess professional discretion and decision-making in relation to TFCV.
Identified four dimensions of TFCV: intrusive contact, professional discrediting, intimidation and coercion, and technology-facilitated harm.
Highlighted that TFCV challenges professional authority and legitimacy, impacting decision-making processes.
Emphasized the need for organizational and regulatory changes to protect street-level work while respecting clients' rights.