The formulation and management of social problems in service provision

当我们进行日常活动时，我们在我们的社区遇到了影响许多人生活的问题(例如，噪音大、财产进出、垃圾)。最近的一项研究报告称，在12个月的时间里，超过57.7万名英国公众联系当地议会报告了一个邻里问题(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、冲突和骚扰引起的(例如，Hill，Ross，&Angel，2005；Shmool等人，2015)。对于这种无处不在的社会问题，关于如何将邻里问题描述为人们日常生活的一部分并加以管理的实证研究很少。我的奖学金的主要目的是通过制作实证出版物来扩大我的博士论文的覆盖范围，这些出版物将使用对话分析(CA)的定性方法，为邻里纠纷是否以及如何得到解决提供新的见解。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，形成社区，但也作为个人在我们的邻居中茁壮成长。有时，日常生活的压力会扰乱社会凝聚力，导致噪音、难闻气味或通过共享车道进入财产的纠纷--反过来又会对我们社区的人际关系产生负面影响。有时，这类问题在邻国之间无法解决，导致了在哪里或向谁寻求帮助的两难境地。英国有几个专业组织为解决邻里问题提供帮助，包括当地政府服务机构和慈善机构。在我的博士学位期间，我调查了各种机构中公众和打电话的人之间的实际互动，在这些机构中，描述了邻里问题，并寻求和试图解决问题。使用CA的定性方法，我检查了最初接到英国反社会行为、环境健康和调解服务的电话的录音，以调查呼叫者如何报告邻里关系，以及呼叫者如何管理呼叫者的担忧。在我担任研究员期间，我建议修改两个论文章节，并将它们提交给领先的国际同行评议期刊发表。这些章节的重点是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)。更多地了解纠纷解决服务机构如何管理邻里问题将有助于改进服务使用者。该联谊会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，有住房问题的公众成员也会受到真正的健康影响。避难所最近的一份报告显示，88%的避难所客户表示他们的心理健康受到住房的影响，31%的客户报告住房对身体的影响；62%的客户报告称与避难所的帮助相关的心理健康改善(避难所，2018年)。该研究金将使我有机会开始研究如何通过收集和初步分析庇护所的求助热线互动录音来报告和管理社会问题。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者(例如，Antaki教授、Parry教授、Stokoe教授)一起申请赠款的工作。我的研究结果通过为特定服务(包括庇护所)量身定做的演示和报告，具有强大的社会影响潜力。研究结果可用于为沟通培训中未来的影响轨迹设计材料，详情如下(Stokoe，2011)。改善服务的后果可能会改善市民的身心健康。

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.