Theorising worker–client relations in front‐line service work: Understanding the experience of non‐professionally affiliated workers in UK mental health services. (1st September 2021)

• Record Type: Journal Article
• Authors: Procter, Stephen; Harrison, Deborah; Pearson, Pauline; Dickinson, Claire
• Is Part Of: New technology, work and employment. Volume 37:Number 1(2022)
• Page Start: 124
• Page End: 145
• Publication Date: 2021-09-01
• Subjects: caring work -- worker‐client relations -- front‐line service work -- health services -- non‐professionally affiliated workers -- service triangle; Labor supply -- Effect of technological innovations on -- Periodicals; 338.064
• DOI: 10.1111/ntwe.12212
• Languages: English
• ISSNs: 0268-1072

Abstract

Abstract: This paper contributes to a deeper understanding of front‐line service workers' experience of the worker–client relationship. It is based on a series of in‐depth interviews with non‐professionally affiliated workers in new front‐line roles in UK mental health services. The findings cover three main areas: worker motivation and orientation; the nature of the worker–client relationship; and the role played in the relationship by the structure of work and relationships with colleagues. Evidence is found to support the use of the framework of Korczynski ( Sociology, 43, 2009), but the research also suggests ways in which each of the framework's elements might be developed. It is argued that the idea of 'caring' is in need of refinement; that worker–client relations should not be seen solely in terms of client sovereignty and that a focus on the technical organisation of work can only go some way towards providing an understanding of the worker experience.