“IT DOESN’T MATTER HOW MANY (CASES) YOU GOT, IF YOU LOVE THE JOB, YOU CAN MANAGE EVERYTHING”: MANAGEMENT STRATEGIES UTILISED BY FRONTLINE SOCIAL WORKERS

Abstract

The adoption of the social development approach in South African social service organisations continues to challenge and stretch organisations in many directions. The frontline social worker navigating this terrain, carrying the bulk of direct services and undertaking various management tasks, is confronted with personal trauma, resource constraints, organisational issues, ethical dilemmas as well as the pressure of inclusive and representative service delivery. An exploratory descriptive qualitative empirical study using a case study research design was undertaken with the main aim being to explore and describe the management tasks of frontline social workers in the NPO sector in Port Elizabeth. Semi-structured individual interviews were held with frontline social workers and one focus group was held with middle managers. The study's findings revealed the aspects contributing towards undertaking management tasks, the experiences of executing management tasks and the consequences of doing so. This paper presents the management strategies utilised by frontline social workers.

Keywords

• frontline social worker
• management strategies
• relationship management
• self-management
• time management
• workload management