Social work and quality: advantages and difficulties for implementation in Spain

ABSTRACT

Quality management is a methodology used in all types of organisations. It focuses on aspects such as continuous improvement, process-based work and evaluation. It has been observed that in certain fields and professions, quality management has been less developed. For this reason, research has been carried out with the general objective of exploring the advantages and disadvantages of implementing quality management systems from the perspective of Social Work professionals in Spain. An exploratory and descriptive methodology with a qualitative approach was used. The opinions of 90 professionals from all over Spain employed in different welfare systems were taken into account. The results show the prevailing ambivalence between the profession's recognition of the added value and legitimacy that quality practices give to social intervention, as well as the resistance to change and the feeling of initial complexity that these processes provoke in the discipline. Issues such as bureaucracy, lack of time and burnout are pointed out as possible limitations to the development of quality by social workers. It would be appropriate to strengthen the training and culture of quality in order to enhance its operational application in practice.

RESUMEN

La gestión de calidad es una metodología que se utiliza en todo tipo de organizaciones. Pone su interés en aspectos como la mejora continua, el trabajo en base a procesos y la evaluación. Se ha observado, que en determinados ámbitos y profesiones, la gestión de la calidad ha tenido una menor desarrollo. Por este motivo, se ha desarrollado una investigación que tiene como objetivo general explorar las ventajas e inconvenientes de la implantación de sistemas de gestión de calidad desde la perspectiva de profesionales del Trabajo Social en España. Se ha utilizado una metodología de tipo exploratorio y descriptivo con enfoque cualitativo. Se ha contado con la opinión de 90 profesionales de toda España empleadas en distintos sistemas del bienestar. En los resultados se plasma la ambivalencia reinante entre el reconocimiento por parte de la profesión del valor añadido y la legitimidad que otorga a la intervención social las prácticas de calidad, así como la resistencia al cambio y la sensación de complejidad inicial que estos procesos provocan en la disciplina. Cuestiones como la burocracia, la falta de tiempo y el burnout, son señaladas como posibles limitaciones al desarrollo de la calidad por los Trabajadores Sociales. Sería oportuno fortalecer la formación y cultura de la calidad en aras de potenciar su aplicación operativa a la praxis.

KEYWORDS:

• Social Work
• quality management
• excellence
• Social Services
• continuous improvement

PALABRAS CLAVE:

• Trabajo Social
• gestión de calidad
• excelencia
• Servicios Sociales
• mejora continua

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Notes on contributors

Mª Victoria Ochando Ramírez

Mª Victoria Ochando Ramírez: PhD in Social Work from the University of Jaén (2016) with Thesis on Quality in Specialised Social Services. Line of research: Quality, Social Work and Social Services, social intervention in addictions. Undergraduate and postgraduate lecturer at the International University of La Rioja. She has worked as a social worker in the third sector and quality evaluations of public and private entities.

Juana María Morcillo Martínez

Juana María Morcillo Martínez: PhD in Social Work from the University of Jaén (2013). Master's Degree in Dependency and Equality in Personal Autonomy (2009) and Diploma in Social Work (2007). Line of research: Gender, Dependence and Social Exclusion. She currently teaches undergraduate and postgraduate courses at the University of Jaén. She is coordinator of studies and participation in international research projects.

Laura Esteban Romaní

Laura Esteban Romaní: PhD in Social Work from the University of Valencia (2022) with Thesis on Social action in times of quality and management. Line of research: Quality, Social Work and Social Services, Third sector of social action. Associate Professor in University of Valencia. She is worked as a social worker and coordinator at the Spanish Cystic Fibrosis Federation.