The Communications Culture Within Social Work

1

COMMUNICATIONS

The Communications Culture Within Social Work

Nicole E. Davis

Marygrove College

Abstract

The research for this paper was conducted through interviewing Debbie Scott, an Eligibility Specialist for Inkster, Michigan’s Department of Human Services (DHS). Though Scott’s bachelor degree is in youth ministry, not social work, Scott performs the same tasks hired social workers do at the same job in the DHS. In this paper, I explore the communications culture within the profession of social work, specifically the field of the eligibility application process, in which Scott has her experience. I define communications culture as the way in which communications are carried out, whether that be written, spoken, heard, or seen by email, papers, articles, policy, memos, meetings, chatter between co-workers, workplace hierarchical communications, and when it is appropriate to be formal or informal.

The Communications Culture Within Social Work

With every way of thinking, every profession, every family, every people group, every setting, every interaction, and every person comes a new and unique set of customs, norms, and taboos in regards to communications. In an effort to research and understand the communications culture within ones own prospective major, one must investigate through interviewing someone working within that field. Debbie Scott was chosen as that very someone to interview who happens to work within the field of social work, though her degree is in youth ministry. Scott works for the Department of Human Services (DHS) in Inkster, Michigan; one of Detroit’s many bordering cities in which there is great need. She is titled as an Eligibility Specialist, which means she works directly with the customers (formerly known as clients). Scott does “not agree they should be called customers” and often still refers to them as clients since they do not “pay for a service or product.” She interviews the customers in the process of applying to assess their eligibility for governmental assistance. Within this setting, Scott explores the aspects of the communications culture in her profession. The distinct aspects will be broken down into the followingsubcategories: 1.) Written Communication, 2.) Read Communication, 3.) Spoken Communication, and 4.) Heard Communication.

Communication Culture

In looking at the communications culture of any profession, we essentially and simply look at how words are used to create meaning, at whom those words are directed, and from whom those words come. Let’s now look into the communications culture within Scott’s profession: DHS Eligibility Specialist.

Written Communication

The large majority of an Eligibility Specialist’s written communication consists of entering informational data into electronic applications. Data entry requires you to have moderate typing skills, technological competency, an ability to clearly communicate what is asked of you, and knowledge of the eligibility application system. The entered data consist of customer income, whether or not they pay child support, how much their child support is, what their expenses are, how many people they are applying for, etc.

Another aspect of their written culture is taking notes. This happens while they are interviewing their customers over the phone, during in-office consultations, and in meetings. They must be skilled enough in writing, handwriting in particular, that they are able to communicate the message clearly enough that the next social worker to pick up said application, reviewing the case down the road, is able to read and understand what they meant by their writing. Therefore, they take notes, knowing and keeping in mind that another social worker will have to review and understand their writing.

Read Communication

According to Scott, reading is the most used communication style, time-wise, in her profession. There is a constant reading of social work policy, emails, memos(often informing of changes in policy that must be re-read), application question, re-reading applications for accuracy, workplace handouts, and paperwork upon paperwork.

Spoken Communication

Most often, an eligibility specialist’s spoken audience is that of his/her customers. According to Scott, “the best word to describe the customers is ‘at-risk.’” When asked what exactly the customers were at risk of, Scott replied, “They are at risk of homelessness, drug abuse, instability in general, child abuse, and broken homes.”There are also a lot of customers who are applying for aid that are diagnosed with mental disabilities. There must be a certain amount of sensitivity, understanding, and knowledge when working with these special populations. They need to be sensitive of the very emotionally stressful place their customers are normally in. Scott states that one must always be “respecting the customer so they don’t act a fool.”Speaking is the least time-wise task of the job, and yet it is most likely the most taxing – or at least a close tie to listening. The goal is for the customer to understand what the social worker is telling him/her. The social worker must be able to word whatever question, information, or instruction differently in order for them to fully understand.You must be aware and knowledgeable of so many things – cultural background, the individual’s background, their educational background, their current emotional state, etc. in the midst of speaking to the customer. In regards to the venue of spoken communications, 95% is on the phone, while 5% is face-to-face, in-office communication. Ninety-nine percent of speech with the customer is formal, the remaining 1% is only with customers where there is an established relationship and you are that customer’s caseworker.

Spoken communication with co-workers, on the other hand, is normally informal. There is not a huge amount of time in order for social workers to mingle at the workplace, but it is common for co-workers to vent about their customers to each other. Social workers can go to a co-worker when they are stuck on something,especially ones they know are competent in the subject.

When it comes to supervisors, it is a little different, in that the spoken communication is much more formal than it would be with a co-worker. It is good to know which supervisors are competent and have them supervise when you are in need of some knowledge in that area. Also, often it will be that a customer disagrees with you and you need your supervisor to help you resolve the matter, this must be communicated clearly.

Listening Communication

In the social work profession, there is a lot more to be heard than there is to be spoken. They must be able to listen carefully and sift through the information they are hearing in order to record the correct, most useful, most important information necessary. Often customers will go on and on about things the interviewer doesn’t need to know. But it is their job to listen and be sensitive to them and their situation. The eligibility specialist must be patient and yet able to strategically retrieve concise information from the customer.

They must be able to respectively listen to co-workers and supervisors. It is, however, very important to know which co-workers and supervisors are competent in the field. Unfortunately there are those who aren’t and you don’t need to waste your time.

Conclusion

In short, communication, in every aspect, is essential to what social workers do. In the specific field in which Debbie Scott works, the correct information is needed in order to process the eligibility applications, the customers must understand what is asked of them, what else they may need to do, and that you are working so that their needs will be met. It is important to convey the tendency often shared by social workers to have a big heart, because you never know what your customer is going through and where their tipping point may be. If social workers must err, I implore you to err on the side of grace. I have learned, in this profession, there is a constant decision to either be encouraging or discouraging, and we are all rooting that the social workers of this world choose the former.