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The formulation and management of social problems in service provision

服务提供中社会问题的制定和管理

基本信息

批准号：
ES/T008172/1
负责人：
Marc Alexander
金额：
$ 11.68万
依托单位：
Loughborough University
依托单位国家：
英国
项目类别：
Fellowship
财政年份：
2019
资助国家：
英国
起止时间：
2019 至无数据
项目状态：
已结题

来源：
https://gtr.ukri.org/projects?ref=ES%2FT008172%2F1
关键词：
formulation management social problems service

项目摘要

As we go about our day-to-day activities, we encounter problems in our neighbourhoods (e.g., loud noise, property access, rubbish) which affect many peoples' lives. A recent study reported that over a 12-month period, more than 577,000 members of the public in the UK contacted their local council to report a neighbourhood issue (Jarrett, 2018). Significant psychological and physiological health risks relating to stress and anxiety are caused by neighbourhood disputes, conflicts, and harassment (e.g., Hill, Ross, & Angel, 2005; Shmool et al., 2015). For such a pervasive social concern, there has been little empirical research on how neighbourhood problems are described and managed as part of peoples' everyday lives. The main aim of my Fellowship is to extend the reach of my PhD thesis by producing empirical publications which will, using the qualitative approach of conversation analysis (CA), provide new insights into if and how neighbour disputes are resolved.As members of society, we have a basic human desire to interact with others, to form communities, but also to thrive as individuals in our neighbourhoods. Occasionally, social cohesion is disrupted through the stresses of everyday life, leading to disputes over noise, unpleasant smells, or property access through a shared driveway - in turn negatively impacting upon interpersonal relationships in our communities. Sometimes, these kinds of issues are not resolved between neighbours, resulting in dilemmas about where or who to turn to for help. Several professional organisations in the UK offer assistance with neighbourhood problems, including local government services and charitable bodies. In my PhD, I investigated actual interactions between members of the public and call-takers in various institutions wherein neighbourhood issues were described, and resolution sought and attempted. Using the qualitative approach of CA, I examined recordings of initial intake telephone calls to UK antisocial behaviour, environmental health and mediation services, to investigate how callers reported neighbourhood concerns, and how call-takers managed callers' concerns. Over the course of my Fellowship, I propose to modify two thesis chapters and submit them for publication in leading international peer-reviewed journals. These chapters focus on the inter-connectedness between organisations (if and how they collaborate), and how services offer assistance (or not). More understanding of how dispute resolution services manage neighbourhood problems would enable improvements for the service-users.A further key aim of the Fellowship is to undertake pilot work, applying similar methods of analysis to the reporting and managing of housing/homelessness problems to the Shelter charity. As with neighbour disputes, there are real health impacts on members of the public who have housing issues. A recent Shelter report revealed that 88% of Shelter clients said their mental health was affected by their housing, and 31% reported physical effects from housing; 62% reported mental health improvements associated with Shelter's help (Shelter, 2018). The Fellowship will give me the opportunity to start to examine how social problems are reported and managed through collection and preliminary analysis of recordings of helpline interactions from Shelter. Findings from the pilot analysis will underpin future grant application work with Shelter and more experienced co-applicants (e.g., Profs Antaki, Parry, Stokoe).The findings from my research have strong potential for social impact through presentations and reports tailored for specific services (including Shelter) for how organisations manage and address peoples' neighbourhood and housing problems. Findings can be used to design materials for future impact trajectories in communication training, detailed below (Stokoe, 2011). Consequences for improvements in service provision may enhance the mental and physical wellbeing of members of the public.

在我们的日常生活中，我们会遇到影响许多人生活的社区问题（例如，噪音大、进出物业、垃圾）。最近的一项研究报告称，在12个月的时间里，英国有超过577,000名公众联系了当地议会，报告了一个社区问题（Jarrett, 2018）。与压力和焦虑相关的重大心理和生理健康风险是由邻里纠纷、冲突和骚扰引起的（例如，Hill, Ross, & Angel, 2005; Shmool et al., 2015）。对于这样一个普遍存在的社会问题，很少有关于如何描述和管理邻里问题作为人们日常生活的一部分的实证研究。我的奖学金的主要目的是通过生产实证出版物来扩展我的博士论文的范围，这些出版物将使用对话分析（CA）的定性方法，为邻居纠纷是否以及如何解决提供新的见解。作为社会的一员，我们有一种基本的人类愿望，即与他人互动，组建社区，但也希望作为个人在我们的社区中茁壮成长。偶尔，日常生活的压力会破坏社会凝聚力，导致噪音、难闻的气味或共用车道上的财产纠纷，从而对我们社区的人际关系产生负面影响。有时，这类问题在邻居之间得不到解决，导致向哪里或谁寻求帮助的困境。英国有几个专业组织为社区问题提供帮助，包括地方政府服务和慈善机构。在我的博士学位期间，我调查了各种机构中公众成员和电话接线员之间的实际互动，其中描述了社区问题，并寻求和尝试解决方案。使用CA的定性方法，我检查了英国反社会行为，环境健康和调解服务的初始接收电话记录，以调查呼叫者如何报告邻居的担忧，以及接听者如何管理呼叫者的担忧。在我的奖学金期间，我建议修改两个论文章节，并将它们提交到国际领先的同行评审期刊上发表。这些章节关注组织之间的相互联系（如果以及如何合作），以及服务如何提供帮助（或不提供帮助）。更多地了解争议解决服务如何处理邻里问题，将有助于服务用户的改进。研究金的另一个主要目标是开展试点工作，将类似的分析方法应用于向庇护所慈善机构报告和管理住房/无家可归问题。与邻居纠纷一样，有住房问题的市民的健康也会受到实际影响。庇护所最近的一份报告显示，88%的庇护所客户表示他们的心理健康受到住房的影响，31%的人表示住房对他们的身体产生了影响；62%的人报告说，在Shelter的帮助下，心理健康得到了改善（Shelter, 2018）。通过收集和初步分析庇护所的求助热线互动记录，我将有机会开始研究如何报告和管理社会问题。试点分析的结果将支持未来与Shelter和更有经验的共同申请者（如Antaki教授、Parry教授、Stokoe教授）的资助申请工作。通过为组织如何管理和解决人们的社区和住房问题的具体服务（包括庇护所）量身定制的演示和报告，我的研究结果具有强大的社会影响潜力。研究结果可用于设计沟通培训中未来影响轨迹的材料，详情如下（Stokoe, 2011）。改善服务提供的结果可能会改善市民的身心健康。