Call Centres As Sites of Professional Practice: “Where Old Social Workers Go to Die”?

Abstract

The use of call centre operations in public and private sectors is a notable development in the changing structure and nature of employment worldwide. This trend is clearly evident in the South Pacific with the establishment of a call centre as the official point of entry for the statutory child protection systems in both New Zealand and New South Wales. As sites of professional practice however call centres are a controversial development. This paper discusses the practice findings of a qualitative research project which explored the particularity of intake social work (ISW) with 14 social workers employed at the Child Youth and Families' (CYF) National Contact Centre (NCC) in New Zealand. Findings were established through semi structured interviews and thematic analysis. They reveal a unique practice combining attributes of social work and emergency communication services in a workplace environment subject to similar output requirements as those found in commercial call centres.

Keywords:

• Call Centres
• Child Protection
• Clinical Practice
• Technology