How to promote participation of social services users? A competence-based approach

Dans quelles mesures favoriser la participation des usagers des services sociaux ? Une approche par les compétences

Nathalie Dubost () and Muriel Jougleux ()
Additional contact information
Nathalie Dubost: VALLOREM - Val de Loire Recherche en Management - UO - Université d'Orléans - UT - Université de Tours
Muriel Jougleux: IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12

Post-Print from HAL

Abstract: The starting point of this research lies in the following question: why do some people relinquish their rights to apply for social benefits? We propose to identify the competences that the user has to deploy for a " successful " interaction with caseworkers, and the underlying resources the user has to integrate. Using a qualitative approach based on field observation and interviews with users of a Family benefice department (CAF), we show that the inability of some users to use " basic " competencies prevents them from communicating efficiently with CAF. Users may not have access to the minimum threshold of necessary resources, over which the service provider has no control. Other users may have the basic competencies to interact with the caseworkers, but may lack " auxiliary " competencies and thus remain dependant on the caseworkers. The objective of the service provider is therefore to help the user to become fully autonomous. From a managerial standpoint, our results confirm the service provider's role in supporting users (Breidbach et al., 2016). The technical expertise of case workers and the choice of reception arrangements according to the competencies of users permit the latter to play a more active role. These results call for the recognition of careers in reception and the design of a reception policy based on the characteristics and the competencies of users.

Keywords: user's participation; social service; resources; reception policy; Competence client; Competencies; coproduction de services (search for similar items in EconPapers)
Date: 2018-06-10
Note: View the original document on HAL open archive server: https://hal.science/hal-01802595v2
References: Add references at CitEc
Citations:

Published in 15th International Research Conference in Service Management, Jun 2018, La Londe Les Maures, France

Downloads: (external link)
https://hal.science/hal-01802595v2/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01802595

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().