BAI GIANG CONG TAC XA HOI

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Nhung dich vu nay bao gom tham van, digu tri thugc, nha d , trO gitip tai chinh Ira cac tro gitip tinh cam. Khong ea nhung phei hOp can th'an, khach hang cd the nit vao khoang trong giva cac cd quan khac nhau ma kheng nhan dude su ginp do ho can. Mat trong nhung phudng phap tigp can sii dung trong nhiing truang hop nhu v'ay goi la quan li truang hap. Quan If truang hop dude thigt kg de .' ph6i hdp viec cung ego cac dich vu tir the nguein khec nhau cho loi ich tha khach hang ddn la. Rothman (2002) dinh nghia Qucin li trildng hop la "mat dich vu cho nhang khach hang de hi tan thudng cao a dam bao rang ho nhan dude su gitip do ho can trong viec phan ph6i cac dich vu a Mg" (trg 467). Nhigu khi, khach hang thgy viec tigp can vdi cac dich vu hi lam cham lai va can su OUT del caa Miring nhan vien CTXH cung cap dich vu quan If throng help. NhCing khach hang rdi vao tinh hugng nay bao ggm nhUng nguai hi than down la cd van de tam than man tfnh nhu b'enh tam than phan liet, nhung ngudi bi khuygt tat Ong hoar nhang ngudi bi thigu nang phat trign nhu bai nao, hay cham phat trign trf nao hay banh lan thin a ngUai gia. Nhcing khach hang truang hdp nay del hei dich vu sugt cuac deli. Them vao do, dich vu quan 11 truang hOp da dude s& dung trong nhung linh vuc phtie lOi tre em, nhgt la vdi kg hoach 'Au dai (Mather & Hull, 2002). Mue lieu la dam bao rang moi no lip dude tao ra dg gall) the gia dinh doan kgt vdi nhau va dam bao rang moi dna tre eel cd hat dude song trong nen nha on dinh. De dat dude digu nay doi hei mat loai dich vu eb the hoa trOn va digu phoi moi khfa canh tha tong viec thay mat cho he thong khach hang. Rothman (2002) va cac the gia khoc (Walsh, 2000; Rose, 1992; Frankel & Gelman, 2004) the dinh mat chuiii cac haat clang ma nhting ngUai quan if truang hop có the thtic hien a dat dude mue tieu had dam rang khach hang nhan dude dich vu can thigt: (1) am higu vg truang hdp, (2) dAnh gin nhu cau eith khach hang, (3) thigt lap the muc lieu phd hop, (4) len kg hoach can thiep, (5) lien kgt cac khach hang vdi cac ngugn hie, (6) giarn sat va 'danh gia lai, va cu6i ding (7) danh gia. Nhu se dude chUng minh, nhung buds nay ming me to dac tinh cua quy trinh giai quygt the yin dg von dude su dung thudng xuyen trong CTXH. Tim hies van de (Case Finding) Viet tim higu yin d6 lien quan &ern viec dam bao rang nhung nguai can cac dich vu quan If truang hop en thg tigp can dude nhung dich vu nay. 328
Doi khi quy trinh nay la true tiep, nhu khi cac ed quan hay cac ca nhan khac gidi thieu khach hang den vdi ban hay co quan cna ban. 6 nhung trudng hap khac, vice chi dung tim kiem khfich hang la can thigt bang vice thong bao tdi cac co quan va t6 chic khac ve sir t6n tai cua dich vy cua cd quan ban. Viec nay co the la utaat cac to buOm hay thu thong bao vg dich vu quAn li truang hap hay not chuyen voi nhOng nh6m cO the bigt cac khech hang can loai trd gitip nay. Ygu t6 quan trong nhgt. IA ngu khOng bigt dgn eu t6n tai cia cac dich vu quan 1f trttang hop, khach hang se khong the thing cac ngu6n Tim hau nhu eau khach hang Tim hieu nhu can khhch bao g6m vice xac dinh tinh hu6ng va Man khan cua khach hang ding nhu xem xet mite de ma dich vu cua t6 chic c6 the dap fing chicic nhu eau cua ho. Neu re rang la khach hang se 65 lai nhgt tit the dich AT dm met tS eh& khac, hay gidi thieu cho khach hang to chile do. Ngt.toc lai, ngu khach hang can cac dich vu qurt li truang hesp, thi ban có the dap Ung. Trong qua trinh tim hieu, nhan vien CTXH thu thap cac th6ng tin v6 sinh hoc tam 11 va van hoe, bao g6m nhUng huh vu c phong phn nhu cac nguon tai cac dieu kien sue khoe, kha nang dam nhan chic nang cua khach hang va sir c6 san the nguem hie xa hei/ tinh cam (VD: gia dinh, ban be). COng viee nay g6m chc phong van vei khach hang, thanh vien gia dinh, cac td chile cung cap dich vu khac hay blit e5 ai co hieu bigt va co the gitip to hieu dirge tinh hu6ng cia khach hang. CO the can cac cuec hop nhom vdi met seinhang nguen thong tin nay. Muc Lieu nham xac dinh tat ea nhang yeu eau chua dtiOc dap Ung de vies danh gia dude tong hop va day (bathe yeat to co the. Met digu quan trong la phai ce dude sir tham gia cua khach hang dgn mile t6i da trong qua trinh nay va cac buds khac tiep then. Met digu ceng quan trong Fa tham do the manh cia khoch hang. Bang 9.1 chi ra each tim hieu quan li trueng hOp doge thi'gt kg a nha'n manh the manh cua khach hang. 329
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DAI HQC DAN LAP THANG LONG BAI GIAN
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myc Lyc Lèln6i4u 5 Lai moat/ 7 Chu
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6 Chung toi hi vong rang khi cu6n s
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8 nang xac dinh van de caa del Wong
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Khong chii Si rang nghe Nghia la ng
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Giong mai Giong noi nen phii hdp vo
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loan tam li, tang thang, met mOi tr
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5. Mat nhin-tiep xbc qua anh mat, n
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clang tim giai phap cho van de va k
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Clip di;, 2: Ban dang cam thgy that
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8. Met co be 12 tuth bi anh trai qu
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1. Khach hang: Gan day tai cam thgy
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9. Khach hang: Chgng tea co van de
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cang da tang trai qua nhung dieu Wo
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Khi nhan vien CTXH nghe eau chuyen
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• Nen dat cau hOi tap trung vao n
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3. Khach hang: "Anh ta sa vao nhung
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Cau hOi theo trial hoc Socrat "Khon
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thong tin vg met chu diem cu the de
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Cau hai dank gia de khach hang din
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Ban danh gib mOc dO hobn thanh nhil
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Cau tra lei cam thong matt: Ban dan
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Cau tra Itli quan tam tich cite mal
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Can tra ldi quan tam tich ciic ma.u
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4. Benh nhan noi trn nam trong trai
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Citu hal lam sang to van de: Anh ma
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17. MOt ngtieti ta nang thon ra ThU
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+ Van ban xac dinh tinh trang caa k
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mat thcii dO it than thtinh, cat ma
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Ngu6n got chinh xac cua the yeti t6
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NOi Ivo Su thgp kern Su but bOi S2f
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64 1. Can be nay dang d giai doan n
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• de kgt hop sieu ca nhan ma khac
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mei truang 'et/ nhien caa ngtiai do
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• Nhang mang Judi quan he hien Mi
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• Cho rang co the doe &toe suy ng
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M6 hinh danh gia dua hen cac thirn?
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lap chile nang va Huang thanh tgt n
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6.sa dung cach danh gia nham ttm ra
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True III nham the hien bat ki dieu
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• Tim hieu xem lieu co su rgi loa
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throng nhu nghe chang hop 1f lam, n
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nghien eau va thaang xuyen Wide cac
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TOM TAT Chuang nay gidi thieu cho n
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nhien nen nhan vien CTXH the hien d
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tigp tut tra phi tu van có nghia l
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6 có the gap khO khan trong khi gi
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cu6n each mang ten "Nghien ads &fa
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them met se- bueb nth. Bien phap ga
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3. Cac &Mc hAnh deng hoac cac nhiem
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3. Cac ygu t6 ben ngoai có the anh
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Van de ye gia dinh la met van de kh
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qua trinh to van. Vi du muc lieu da
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nguai khde va tap trung vao hAnh vi
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can phai dUcic lam re hdn de co the
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Trong cu .& "Bai tap thuc hanh tong
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Co rat nhigu mo hinh day each giao
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chuyen voi. Vi du trong suet butii
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Cac aging diep "toi" khOng dg 16i,
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cam thgy digu ma ban dai cam thay.
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Cac mue tieu to van can cu thd va r
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dau su danh gin dia ho van mang tin
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thoa man trong hen nhan, Chi s6 Tho
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TOM TAT ChuOng nay tap trung vao qu
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gio-ng nhau. Dieu cot yeu nhal cua
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4. Phan anh dya tren tinh hitting c
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i rei loan se tang rei loan hOn neu
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Kithuat tang curing ban nga Duct tr
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Buac hai caa qua trinh la tao ra ma
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Rimm va Masters (1974) da dua ra me
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ttdc mall de gifi tri bang 10 diem
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ngoi tntec may vi tinh chdi tro chd
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KT thuat sir dung quan he sang tac
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C: nhung ket qua lie cam giac va ha
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can co them kinh nghiem vg thi cit"
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Kith* xe-p hang sythanh thao va tho
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"Li thuyet nen tang cua liOu phap 1
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chicle thigt lap gitta nhan vien CT
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5. Tao ranh glad 6. Tao bat can ban
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de hei one thanh vien gia dinh ye 5
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To bgt can bang (bat toting xting)
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KT thuat ma to yin dg De Jong va Be
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lam viec gi khac biet khOng?" hoac
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khang thgy. Digm math chgt a day la
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h6a khac nhau. Tam yen P6 nay bao g
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Ch uang 5 PHAT TRIEN KT NANG D61 PH
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nghiep dude trubng nay!", thi khach
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Trong dot digu tri ba, khaeh hang v
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Bai tp ta la nguy cd th \lc su vdi
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nhdc dinh to tit. Khach hang c6 ngu
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Theo Lewis uez dthzg szt (2002): "K
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Murphy —"n6u co gi co the sai lam
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dich dieu tri la chi ra rang khach
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Hanh vi higu chign thuang dude boc
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Lange va Jakubowski (1976) thao lua
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Stt kien dinh ve cai tot. Su kien d
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clai eang hadng dan the ma tit nhan
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hai ben cai ma hon vdi nhau, ea hai
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1. Cai thien mtil quan he ciTa ban
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1. Hay danh vai phut de can nhac xe
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Jerry, ... tai ninon anh hit that M
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3. Nhung su kien kinh nien nhung kh
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giai doan the ha nay, su cang thing
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"dgu hieu ctinh bao Om" c6 the dace
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Bich vu tham ven". Nhieu nguai ehon
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cua moi ngudi va nen dude chgp then
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Chuang 6 THVC HANH PHAT HUY NQI LUC
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7. Hay kien nhan vi ski Lisp sac ci
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each not vg nhung (lieu ma ho da di
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3. Phai gig dinh rang ban kh6ng the
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Phai c6 trach nhipm tgi khach hang
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cling -nhu Id nang ma nhan vien CTX
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Trail hanh can thi4p Qua trinh can
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Lu8n phai xem xet m6i quan he this
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3. Hay tan ra nhung Iniac en the de
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met eau chuyen mai bang each suy ng
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song vg nhan each, y thitc, deng ly
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cua phu nu, b6 qua nhung digu nay l
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Phat huy th6 manh cho khach hang la
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4. Chu trong van dac diem rieng bie
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Cong tat vdi cac gia dinh la float
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Cac ranh gidi Cac ranh gioi la nhun
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Cac mii hinh doe nhet Cac mo hinh d
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nha tri lieu c6 the three xem la e6
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Chdng nao nha tri lieu gia dinh cli
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phan lan cua moi tong tae that hAnh
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ean phai tip xuc lan (tau vdi gia d
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trinh bay va chap nhan quan diem ca
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dinh. Viet ghi chu cac he thong con
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dinh. Co the la ve met tran cid bon
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Viec danh gia cac tinh hudng gia di
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Re rang la yang dai ca lne nao do d
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Trong qua trinh danh gia , c6 the l
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khac &Ong met vai trO quan trong la
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10. Moi nen van hon deu coi trong t
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Vi du nhan vien CTXH co the bat dau
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tre, met trai, met gai. Cac throng
Page 275 and 276: Cac qua trinh va phdang phap Thuc t
Page 277 and 278: uong ruou ciia minh có anh huang d
Page 279 and 280: Cac can nhac vg van boa la nhiing y
Page 281 and 282: nam va n3, va cac trung tam cong de
Page 283 and 284: Me hinh chila benh nhan manh vao sV
Page 285 and 286: thlic va d6i eau" va "khuyen khich
Page 287 and 288: Sau giai down lam viec met minh, ng
Page 289 and 290: ThUeng thi torn tat nay se dude vig
Page 291 and 292: 3. Nhom phat trien uttoc thigt 1(6
Page 293 and 294: • Lam viec cai ma vai cac nei lo
Page 295 and 296: Met phtiOng phap lam tan bang la ch
Page 297 and 298: Ki thun't giai quygt bat d6ng: Khi
Page 299 and 300: Giai doan au Giai doan dau la thdi
Page 301 and 302: chile c6 the hia chon nhung nguai c
Page 303 and 304: nay e6 the la not quy ve phuong pha
Page 305 and 306: ca nhan trong khi khep lai nhung le
Page 307 and 308: khong tinh nguyen, cac thanh vien t
Page 309 and 310: viec ma se de cap den nO trgc tip t
Page 311 and 312: (3) met thai ki cuel trong do sp ta
Page 313 and 314: nghe. Nhan vien CTXH cling co the g
Page 315 and 316: Twang hop 8.1 Giai down giCia trong
Page 317 and 318: • Cac thanh vien &No h6 trd trong
Page 319 and 320: Chuang 9 CAN THI1P VAO CAC HE THONG
Page 321 and 322: Cac rao can vat chit Viec phat hien
Page 323 and 324: dieu tri cai nghien, nhang ngtibi m
Page 325: va de dung gia dinh re (Ping, 2002)
Page 329 and 330: Thief Igp muc tier hap li Trong qua
Page 331 and 332: Cot trash nhiem chi ra ngudi chin t
Page 333 and 334: Gain, sat va danh gia lal Met budc
Page 335 and 336: Cac nguyen tee ego chic trong twang
Page 337 and 338: clang hanh lang cho met chinh kien.
Page 339 and 340: Met han chg vg dao difc mita lien q
Page 341 and 342: nhat di thuyet phuc? Ca nhan nay se
Page 343 and 344: can tra la mgt vi du. "Tei khOng ca
Page 345 and 346: deng phap H, viec dua ra tong luan)
Page 347 and 348: Hoat dong di kern voi cac hanh deng
Page 349 and 350: thong tin, phan tich du lieu, chia
Page 351 and 352: an giam et& hay nhfing ki nang khac
Page 353 and 354: vu phi hop vdi von de. Can can nhac
Page 355 and 356: giam d6c va van dua ra cac thong ti
Page 357 and 358: Chucrig 10 KIEN THOC VA KT NANG DAN
Page 359 and 360: hoa eke ket qua cho bat cu ca nhan
Page 361 and 362: qua dOi hOi chting ta phai dap Ung
Page 363 and 364: Cac thiet ke . AB D6 hieu Wide the
Page 365 and 366: HiNH 10.2. Vi du vg thigt ke B Cac
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Page 369 and 370: 6 5 4 r 3 2 z 1 0 ,0 0 1 2 3 4 5 6
Page 371 and 372: nheing ding cu do goi la thang diem
Page 373 and 374: Dam manh va didm yea coa danh gia b
Page 375 and 376: (Xing nhu cac phuong phap khae, tha
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chung, nhang nghien cau nay bao gai
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cac xu huOng hoac cac me hinh có t
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Cac thiet k6 nhom throe Ring a ta r
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E ^. 0.) 40 • 35 30 25 • ♦ Ca
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an luyen nhOm da kgt auk. Diem caa
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chuong trinh vol tarn thanh vien. C
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trade va sau, met sg hoac tat ea ca
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Cac bie'n phu thuOc khac nhau: Hai
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Float deng danh gia nen dupe gan bo
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z TOM TAT Chtidng nay dua ra dinh n
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16. Canda, E. R. & Furman, L. D. (1
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46. Gorey, K. M., Leslie, D. R., Mo
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74. Lewin, K. (1951). Field theory
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103. Preston. J. (1998). Integrativ
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132. Sherman, A. (1973). Behavior m
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Chin trcich nhienz xulit bcin: Giam
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BAI GIANG CONG TAC XA HOI

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