Two. This is the modern world! Working in a social services contact centre

Chapters in this book

1. Frontmatter i
2. Contents iii
3. List of figures iv
4. Notes on contributors v
5. Introduction: Modernising social work 1
6. Part One. Modernisation and managerialism
7. One. Performance management in modernised social work 9
8. Two. This is the modern world! Working in a social services contact centre 31
9. Three. Modernisation and the role of agency social workers 51
10. Part Two. Modernisation and service users
11. Four. Customer-citizenship in modernised social work 67
12. Five. Modernising children’s services: partnership and participation in policy and practice 89
13. Six. Modernisation and the delivery of user-centred services 107
14. Part Three. Modernisation and professional practice
15. Seven. Quiet challenges? Professional practice in modernised social work 129
16. Eight. Managing to be professional? Team managers and practitioners in modernised social work 145
17. Afterword: Intensification, individualisation, inconvenience, interpellation 165
18. References 173
19. Index 201