Client Perceptions of Adult Social Work Services in Tampere 2014

This survey charted client satisfaction with adult social work and basic social assistance services provided by the Sarvis service point in Tampere. Themes of the survey included applying for basic social assistance, visits to the Sarvis service point, effectiveness of services, and the respondents' sources of information on social work services. First, the respondents' experiences of applying for basic social assistance were examined. Questions included, for example, whether the respondents thought the application for basic social assistance was clear and obtaining the necessary supporting documents had been easy for them. The respondents were also asked whether they thought they had been treated fairly during the process and whether they had understood the contents of the decision they had received regarding basic social assistance. Additionally, the respondents were asked whether they would prefer to apply for basic social assistance online, by post, or face-to-face during an appointment. Opinions on visiting the Sarvis service point were surveyed next with questions concerning the accessibility of the service point and the availability of services (e.g. whether they thought it was easy to book an appointment and whether enough time had been reserved for the appointment). Further questions examined the interaction and relationship between the client and social work employee during client meetings (e.g. whether the respondents thought the interaction had been empathetic and attentive in nature, they had received information on relevant services, and they could discuss difficult matters with the employee). The respondents' views on the effectiveness of social work services were charted with questions on whether their situation in life had improved or worsened after becoming a client of social work services and whether the services had met their expectations. The respondents' confidence in their future and future expectations were also surveyed. Finally, the respondents' sources of information on social work services (e.g. the Internet, service point employees, school/educational institution, newspaper) were investigated. Background variables included the respondent's age group, gender, level of education, household composition, number of children aged under 18 living in the household, economic activity and occupational status, length of possible unemployment period, and mother tongue. Information was also collected on the respondent's social services clienthood.

本调查旨在探究坦佩雷市的Sarvis服务点提供的成人社会工作及基本社会援助服务的客户满意度。调查主题包括基本社会援助的申请流程、访问Sarvis服务点的体验、服务效果以及受访者获取社会工作服务信息的来源。首先，对受访者申请基本社会援助的经历进行了分析，例如，受访者是否认为申请流程清晰、获取必要的支持文件是否容易。受访者还被问及在申请过程中是否认为自己得到了公平对待，以及是否理解他们收到的关于基本社会援助的决定内容。此外，受访者还被询问他们是否更愿意在线、通过邮寄或预约面对面申请基本社会援助。随后，对访问Sarvis服务点的意见进行了调查，包括服务点的可访问性和服务的可用性（例如，受访者是否认为预约容易，以及是否为预约预留了足够的时间）。进一步的问题考察了客户与社会工作员工在客户会议中的互动和关系（例如，受访者是否认为互动具有同理心和专注的特点，他们是否获得了有关相关服务的信息，以及他们是否能够与员工讨论困难问题）。通过问题探究了受访者对社会工作服务效果的看法，例如，他们成为社会工作服务客户后，生活状况是否有所改善或恶化，以及服务是否达到了他们的期望。同时，对受访者的未来信心和未来预期进行了调查。最后，调查了受访者获取社会工作服务信息的来源（例如，互联网、服务点员工、学校/教育机构、报纸）。背景变量包括受访者的年龄组、性别、教育水平、家庭构成、18岁以下儿童数量、经济活动与职业状况、可能的失业期长度以及母语。还收集了受访者接受社会服务的背景信息。