The formulation and management of social problems in service provision

当我们进行日常活动时，我们会遇到我们社区的问题（例如，噪音大、进出物业、垃圾），影响许多人的生活。最近的一项研究报告说，在12个月的时间里，英国超过577，000名公众联系了当地的理事会，报告了社区问题（Jarrett，2018）。与压力和焦虑有关的重大心理和生理健康风险是由邻里纠纷、冲突和骚扰（例如，Hill，Ross，& Angel，2005; Shmool等人，2015年）。对于这样一个普遍存在的社会问题，很少有实证研究如何描述和管理邻里问题，作为人们日常生活的一部分。我的奖学金的主要目的是通过制作经验性的出版物来扩展我的博士论文的影响范围，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。作为社会成员，我们有一个基本的人类愿望，即与他人互动，形成社区，但也作为个人在我们的社区中茁壮成长。偶尔，社会凝聚力会因日常生活的压力而被破坏，导致噪音、难闻的气味或共用车道的财产纠纷，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，导致在向何处或向谁寻求帮助方面陷入困境。联合王国的几个专业组织为邻里问题提供援助，包括地方政府服务和慈善机构。在我的博士学位，我调查了公众成员和呼叫接听者在不同的机构，其中邻里问题进行了描述，并寻求和尝试解决之间的实际互动。使用CA的定性方法，我检查了录音的初始摄入电话英国反社会行为，环境卫生和调解服务，调查来电者如何报告邻里的关注，以及如何接听来电者管理来电者的关注。在我的奖学金过程中，我建议修改两个论文章节，并将其提交给国际领先的同行评审期刊发表。这些章节侧重于组织之间的相互联系（如果以及如何合作），以及服务如何提供援助（或不）。更多地了解争端解决服务如何管理邻里问题，将有助于改善服务用户。与邻里纠纷一样，对有住房问题的公众有真实的健康影响。最近的一份庇护所报告显示，88%的庇护所客户表示他们的心理健康受到住房的影响，31%的人报告了住房的身体影响; 62%的人报告了与庇护所帮助相关的心理健康改善（庇护所，2018）。该奖学金将给我机会，开始研究如何通过收集和初步分析从庇护所网络互动记录的社会问题的报告和管理。试点分析的结果将支持未来与庇护所和更有经验的共同申请人（例如，Antaki，Parry，Stokoe教授）.我的研究结果通过针对特定服务（包括庇护所）量身定制的演示文稿和报告，对组织如何管理和解决人们的邻里和住房问题具有强大的社会影响潜力。研究结果可用于设计今后通信培训中撞击轨迹的材料，详情如下（Stokoe，2011年）。改善服务提供的后果可能会提高公众的身心健康。

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.