Speaking with service users on the telephone
Learning Objectives
After listening to this resource, you should understand some of the considerations you must give when using the telephone.
Lots of the communication you have with service users may be conducted over the phone. Using the telephone to speak with service users though, especially using a mobile phone, does mean you need to be aware of the issues surrounding confidentiality for example, to ensure you are communicating effectively.
Carl has been a service user of a Community Mental Health Team for some years. He has been diagnosed as having obsessive-compulsive disorder and has had previous periods of acute depression and anxiety that resulted in hospital treatment. He has a close working relationship with Esther, his social worker, and they usually meet in a local cafe. Listen to the conversation the pair have when Esther phones Carl to see how he is.
Reflective Questions
- What is your view about Esther and Carl discussing the football teams they support and talking about football matches?
- Does it seem appropriate to you that Esther is checking on Carl's progress on the telephone and asking the number of questions he is, particularly as Carl is in a public place?
- Should Esther have mentioned to Carl on the telephone the possibility of formally closing the case? Might it have been better to discuss that issue face-to-face?
- Carl seems to consider Esther a friend. Does their relationship seem appropriate? Is Esther keeping to professional boundaries?
- How would the suggestion that Carl get involved as a service user with the local social work programme contribute towards working within the principles and values underpinning social work practice?