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The traditional lines of demarcation between service providers and service users are shifting. Professionals in managed service organizations are working to incorporate the voices of service users into their missions and the way they function, and service users, with growing access to knowledge, have taken on the semblances of professional expertise. Additionally, the human services environment has been transformed by administrative imperatives. The drive toward greater efficiency and accountability has weakened the bond between users and providers.
Reimagining the Human Service Relationship is informed by the premise that the helping relationship should be seen as developing in the interactive space between those who provide human services and those who receive them. The contributors to this volume redefine the contours, roles, institutional divisions, means, and aims of providing and receiving services in a range of settings, including child welfare, addiction treatment, social enterprise, doctoring, mental health, and palliative care. Though they advocate an experience-near approach, they remain sensitive to the ambiguities and competing rationalities of the service relationship. Taken together, these chapters reimagine the service relationship by making visible the working relevancies of service delivery.
Jaber F. Gubrium is professor of sociology at the University of Missouri. His most recent books are Turning Troubles into Problems: Clientization in Human Services (2014) and The SAGE Handbook of Interview Research (2012).
Tone Alm Andreassen is professor and head of research for the interdisciplinary program in care, health, and welfare at Oslo and Akershus University College of Applied Sciences.
Per Koren Solvang is professor of rehabilitation at Oslo and Akershus University College of Applied Sciences.
Preface
Acknowledgments
Part I. The Human Service Relationship
1. From the Iron Cage to Everyday Life, by Jaber F. Gubrium
Part II. Service User Perspectives
2. Professional Intervention from a Service User Perspective, by Tone Alm Andreassen
3. Expertise and Ambivalence in User-Focused Human Service Work, by Margaretha Järvinen
4. Flipping the Script: Managing and Reimagining Outpatient Addiction Treatment, by E. Summerson Carr
5. Service Users' Negotiated Identity in a Social Enterprise and the Opportunity for Reflection in Action, by Eve E. Garrow
6. Between Control and Surrender in Terminal Illness, by Geraldine Foley and Virpi Timonen
Part III. Professional Work
7. New Relations Between "Professionals" and Disabled Service Users, by Per Koren Solvang
8. The Use of Elder-Clowning to Foster Relational Citizenship in Dementia Care, by Karen-Lee Miller and Pia Kontos
9. Managing the Complexity of Family Contact in Child Welfare, by Tarja Pösö
10. Risk, Trust, and the Complex Sentiments of Enacting Care, by Amanda Grenier and Cristi Flood
11. "Civil Disobedience" and Conflicting Rationalities in Elderly Care, by Signe Mie Jensen and Kaspar Villadsen
Part IV. Reimagined Service Relationships
12. Mental Health Self-Knowledge: Crossing Borders with Recovery Colleges and Tojisha Kenkyu, by Tom Shakespeare and Rachael Collins
13. Tension and Balance in Teaching "The Patient Perspective" to Mental Health Professionals, by Erik Eriksson and Katarina Jacobsson
14. Reimagining the Doctor–Patient Relationship, by Ian Greener
15. Who's Who and Who Cares? Personal and Professional Identities in Welfare Services, by Marian Barnes
16. Border Work: Negotiating Shifting Regimes of Power, by Janet Newman
Contributors
Index