Mutual Benefits: Developing Relational Service Approaches Within Centrelink

Abstract

The machinery of income support can have considerable influence in people's lives, creating opportunities for social work but also tensions: access to vulnerable people, but not always on their terms. This paper argues that the challenge to social work is about more than holding on to professional discretion. It considers how social workers can influence service delivery approaches to work more relationally, pursuing a more equal involvement of clients, and recognising the complex interactive context of social and community life. The authors trace the development of such an approach within the Australian Government human services delivery agency Centrelink in Logan, Queensland, and briefly consider a parallel innovation in Newcastle, New South Wales. The authors suggest that grounding a large institutional social service agency in the realities of client and community experiences has mutual benefits, creating a more humanising, cooperative space, and displacing inefficient and sometimes tragic cycles of misunderstanding, confrontation, and disconnection.

Abstract

Keywords:

• Human Services
• Social Inclusion
• Strengths-based Approaches
• Relational Social Work
• Early Intervention

Acknowledgements

The authors acknowledge the contribution of the Centrelink workers, Emma Goodman, David Horrigan, Gail Maidment, and Mel Rees, as well as the Centrelink clients who have shared their stories within this paper. The first named author acknowledges financial assistance from CSIRO and the support of Dr Stefan Hajkowicz, Louise Hamilton, Paul McNae, Desley Hargreaves, David Powell, and Pam Saunders.