AN EMPIRICAL STUDY OF FACTORS ASSOCIATED WITH MATCHING IN HELPING RELATIONSHIPS

AN EMPIRICAL STUDY OF FACTORS ASSOCIATED WITH MATCHING IN HELPINGRELATIONSHIPSAuthor(s): Edith MooreSource: Canadian Journal of Social Work Education / Revue canadienne d'éducation en servicesocial, Vol. 7, No. 1 (1981), pp. 87-98Published by: Canadian Association for Social Work Education (CASWE)Stable URL: http://www.jstor.org/stable/23458248 .

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AN EMPIRICAL STUDY OF FACTORS ASSOCIATED WITH MATCHING IN HELPING RELATIONSHIPS

Edith Moore Associate Professor

School of Social Work

Carleton University

En pratique du service social, le jumelage consiste à affecter, sur une hase

différentielle, les travailleurs sociaux aux clients selon des caractéristiques qui n'ont rien

à faire à leur formation professionnelle — caractéristiques qui, à cause de particularités semblables ou complémentaires chez le client, améliorent les relations d'aide.

Un rapport antérieur sur cette élude (Moore, I978)parlait de l'instrument qui a servi à

mesurer l'étendue des jumelages dans un échantillon de dyades travailleurs sociaux

clients, fourni par la Société d'aide à l'enfance du Toronto métropolitain. L'auteur

examine les relations qu'il y a entre les dyades de bon assemblage et les facteurs

professionnels, organisationnels et démographiques précis, liés aux travailleurs et aux

clients de ces dyades. Les profils résultant de dyades bien assorties laissent entrevoir des critères qui servent

à améliorer le jumelage travailleur social - client, et, en conséquence, l'efficacité du

déploiement de la main-d'oeuvre.

Matching, in social work practice, is the deliberate assignment of certain types of clients to specific types of workers. It is based on the

assumption that, although professional training signifies a minimum

competence with respect to all clients, workers will possess special

capabilities, of which manpower deployment must take notice in order to be productive.

The research reported here examined the relationship between the

extent of matching and other professional, organizational, and

demographic factors. The study assumed that well-matched worker

client combinations result in effective and efficient service, and it sought to identify those variables which enhance matching.

Any approach to manpower deployment implies the existence of

worker resources from which to select on the basis of client needs. An

examination of the broad field of social work suggests at least three

trends which have contributed to the increasing differentiation of worker resources and to the increasing concern with mechanisms for

rationalizing their deployment. First, social work is being redefined in terms of broader boundaries,

encompassing aspirational as well as survival needs. The consequent

proliferation of services and blurring of boundaries requires

mechanisms for the rationalization of services and their delivery.

Second, the helping process is also being reconceptualized in order to

place greater emphasis on mutuality. An increasing number of outcome

CJSWE/RCESS

Volume 7 # 1 87



studies are producing evidence that the matching process between the

person whose role is to help and the person whose role is to be helped is

highly significant (e.g., Carson, 1967; Reid, 1967; Hunt, 1971; Fantini,

1973; Palmer, 1973). Third, the systems goals of continuity and comprehensiveness of

service have been manifest in the trend toward government

redistribution and bureaucratic organizations — centralized planning

and coordination are accompanied by decentralized, regionalized,

individualized service. Gyarfas (1969) warned of the need to humanize

these complex service delivery arrangements by keeping in mind the

interactional aspects of the helping process.

Reactive to these trends are several current approaches to manpower

deployment. Barker and Briggs (1969, p. 218) advocate an approach which allocates the functions of the organization to members most

capable of fulfilling them efficiently. Fine (1967), Tear and McPheeters

(1970), and Segal (1976) have identified and elaborated the job factoring approach and the developmental approach to job analysis and

distribution of tasks. However, a relationship-carrying role was found

more satisfactory, for both client and worker, than a task-assignment

approach in the deployment of social work assistants in a counselling

agency (Moore and Penfold, 1968). In this vein, Sobey (1970) has

developed a classification of relationship roles as the basis of manpower

deployment.

The study reported here tested another approach to manpower

deployment, that based on the application of the concept of matching.

In contrast to approaches which focus on task or role in the assignment

of worker to client, the matching approach focuses on the nature of the

worker-client interaction. This approach maintains that, since the

worker-client relationship is the vehicle of all service delivery, the

assignment of worker to client should be guided by the likelihood of a

relationship that optimizes the delivery process. Hence, the study

sought to identify factors in the administrative process which influence

matching. The factors influencing matching are mainly descriptive of the dyad,

rather than of worker and client separately. The emerging view of the

helping relationship has moved away from the concept of an ideal

helper and helpee to that of a combination of worker and client suited to

each other in carrying out the purpose of their relationship (Strupp,

1969; Brammer, 1973; Saltzman et al., 1976). However, the fact that

other studies have sought to develop profiles of the client or the worker

"most likely to succeed" led to the decision to include both approaches.

That is, matching was examined as it is influenced by factors descriptive not only of the dyad, but of the worker and of the client separately (e.g.,

age discrepancy between worker and client, worker's age, and client's

age).

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To this end, two sets of factors were identified as potentially influencing the extent to which worker and client respectively perceived themselves as matched: organizational and professional factors, which have to do with the manner in which worker and client are brought together; and demographic factors, which have to do with the

similarity/discrepancy between worker and client as to personal, cultural and socio-economic characteristics.

It was hypothesized that greater matching would occur where the

following professional and organizational factors existed: • professionally based assignment rationales (as contrasted with all

other assignment rationales); • voluntariness on the part of both worker and client in their approach

to each other (when the client did not choose to come to the agency,

or when the worker did not choose the client, the dyad was

considered involuntary); • congruence of worker's helping style with focus of service (i.e., active

helping style with task-centred focus of service; indirect helping style with relationship-centred focus of service — see Strupp and Bergin, 1969);

• high degree of social work training (i.e., BSW and MSW, as contrasted with all other training).

• greater experience of worker (i.e., four or more years);

• a reinforcing (rather than impeding) attitude to the relationship on the part of the client's and the worker's system networks;

• frequent contact (i.e., five or more meetings).

It was also hypothesized that greater matching would occur under

conditions of least discrepancy on the following demographic variables: • age (with "young," where applicable, defined as 29 years or under) • sex

• marital status

• parenthood status

• education level

• perceived social class

• birthplace (i.e., with "native born" defined as born in Canada or U.S. and "foreign born" defined as elsewhere. This factor was considered

a crude indicator of similarity/ dissimilarity of cultural background).

Subjects The Family Service Department of the Children's Aid Society of

Metropolitan Toronto was chosen as the setting for this study on the

basis of its size (the largest child welfare agency in North America), its

range of services, and its differentially trained and deployed staff. The sample consisted of 82 worker-client dyads drawn from four

geographically based branch offices. It was determined that a randomly

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obtained sample in each of the four branches would be representative of

workers (with respect to age, sex, training, experience and style), type of

service, and assignment rationale.

Procedure

The previously reported first part of the study had developed and

made operational a theoretical model of matching (Moore, 1978). In essence the matching instrument asked the worker and client,

separately, the extent to which they believed they were matched as to

each of the theoretical dimensions of matching. The responses were

factor-analyzed to arrive at four components of matching:

1. Mutual Compatibility. This factor contributes much more to

matching than do the other three factors, involving as it does

harmonious interaction between worker and client.

2. Mutual (Affective) Understanding — a state of being in tune with each other at the feeling level.

3. Mutual (Cognitive) Comprehension — knowing each other at the

intellectual or cognitive level.

4. Mutual Commitment — an actively demonstrated intent to

cooperate with each other.

For this part of the study, the dyads were trichotomized into equal

sized groups of high, medium and low match as to each of the above

four components. The high-match group for each dimension was used

in the analysis. Data on the professional, organizational, and demographic factors

were gathered via questionnaires prepared for workers and clients

respectively (Moore, 1977). Responses consisted of simple one-word

answers or a check placed beside one of a list of alternatives. (The

definitions of "helping style" and "focus of service" were included in the

worker questionnaire.)*

The data were thus initially in a form which described workers and clients separately and were used to develop separate profiles of workers

and clients in the high-match dyads. In addition,the data of each worker

and of that worker's client were combined to provide profiles of the

high-match dyads themselves by cross-tabulation of the dichotomized

independent variables with the high-match group of dyads on each of

the four components of matching. Then, to further pursue the analysis,

the same measure of association was obtained, where appropriate,

between the dichotimized independent variables and the workers in the

high-match group and between the dichotomized independent variables and the clients in the high-match group.

The gamma statistic was used to measure the association betwen

matching and independent variables. It measures the predictability of

order (same or reverse order) on one variable (e.g., either match or

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voluntariness) from order or another variable (e.g., either voluntariness or match). It has a range of values from -1.0 to +1.0 and is considered to

be significant when greater than +0.300.

RESULTS The correlation between the four components of matching and the

independent variables resulted in the following profiles. The entries in the cells in the tables are the gamma statistics that meet or exceed

criteria for significance.

Profile of High-Match Dyad: Table 1 shows factors that are significantly associated with the four

dimensions of matching among the high-match dyads.

TABLE 1: High-Match Dyad

COMPONENT OF MATCHING

Factor Mutual

Compatibility

Mutual

(Affective) Understanding

Mutual

(Cognitive) Comprehension

Style-focus .400 .523 .368

Involuntary* -.316 -.629 -.376

Few Meetings .377 .347 .400

Similarity of

Birthplace .355

Worker In

experience .315

"The way in which this variable was presented for the client was misinterpreted and did not therefore produce a valid indicator of client voluntariness. Voluntariness was, however, validly tapped, as defined, for the worker.

The findings indicate that:

1) All four of the components of matching are positively associated

with the fit between the worker's helping style and the focus of

service.

2) Three of the components (Mutual Compatibility, Understanding, and Comprehension) are positively associated with few rather than

more meetings between worker and client.

3) Two of the components (Mutual Compatibility and Commitment) are positively associated with similarity of birthplace.

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4) One of the components (Mutual Comprehension) is positively associated with worker inexperience.

Worker Profile in High-Match Dyad: Table 2 shows characteristics of workers in the high-match dyads

that are significantly associated with each of the components of

matching.

Table 2: High-Match Worker

Component of Matching

Factor Mutual

Compatibility

Mutual


Mutual


Mutual Commitment

Few Meetings .377 .347 .400

Native Birth .424 .312 .540

Active Style .310 .357

Voluntary .448

Inexperience .315

Non-Parent .368

These findings indicate that:

1) Three of the components (Mutual Compatibility, Understanding, and Comprehension) are positively associated with few, rather than

more, meetings between worker and client.

2) Three of the components (Mutual Compatibility, Understanding, and Commitment) are positively associated with the worker being of native birth.

3) Two of the components (Mutual Understanding and Commitment)

are positively associated with the worker being of active helping

style.

4) One of the components (Mutual Comprehension) is positively associated with the worker being inexperienced.

5) One of the components (Mutual Comprehension) is positively associated with the worker being a non-parent.

Client Profile in High-Match Dyad: Table 3 shows characteristics of clients in the high-match dyads that

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are significantly associated on each of the components of matching.

Table 3: High-Match Client

Component of Matching

Factor Mutual

Compatibility

Mutual


Mutual


Mutual Commitment

Few Meetings .ill .347 .400

Young Age .301 .383 .314

Non-Parent .346 .529 .347

Male .344 .397

Native Birth .311 .364

These findings indicate that: • Three of the components (Mutual Compatibility, Understanding,

and Comprehension) are positively associated with few meetings between worker and client.

• Three of the components (Mutual Compatibility, Understanding and Comprehension) are positively associated with the client being younger.

• Three of the components (Mutual Compatibility, Understanding, and Comprehension) are positively associated with the client being a

non-parent. • Two of the components (Mutual Comprehension and Commitment)

are positively associated with the client being male. • Two of the components (Mutual Comprehension and Commitment)

are positively associated with the client being of native birth.

Variables of No Significance: The extent of matching as assessed on the four components was

found to be unrelated to the following independent variables, for the

dyads and for the workers and clients separately: assignment rationale,

amount of social work training, number and frequency of contacts,

marital status, education level, and perceived social-class.

DISCUSSION The problem of this research was to determine whether the

organization and deployment rationales with respect to worker

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resources have a bearing on the extent of match in a worker-client

combination. The study demonstrated that matching is associated with certain organizational, professional, and demographic factors which form the basis of an interactional approach to manpower deployment.

The specific findings of the study have considerable import. Of most

significance for matching is the congruence of the worker's helping style (dichotomized as predominantly active or indirect) and the focus of service (dichotomized as predominantly task-centred or relationship centred). The strength of this association very clearly confirms that

matching can be contrived and that the greatest contribution to

matching in a helping relationship may be that of the "right" combination of style and focus. While the worker's preferred style tends

to remain fairly constant, the focus of service may change as the case

progresses. However, an initial congruence may sustain the dyad

beyond the testing period. Another important consideration appears to be the worker's role in

the assignment of cases. The exercise of choice on the part of the worker

enhances the worker-client relationship and may represent a particular

kind of investment on his/her part. A similar exercise of choice on the

part of the client toward the worker might have a similar positive effect. The findings of the study also indicate that the assignment of worker

to client should take into account the cultural backgrounds of both.

Similarity of birthplace clearly enhances matching. Worker and client will be better matched if both are native born and also if both are foreign born, even if they do not share the same foreign cultural background.

Certain findings are determined by the particular nature of CAS services. The client population least at risk in this study are young male

non-parents; and conversely, the population most at risk are older

female parents. The population least at risk is proportionately a much

smaller part of the total CAS clientele. It might be speculated, therefore,

and this is further reinforced by other findings of the study, that

"exceptional" (atypical or unusual) clients tend to be better matched. (It

should be pointed out, however, that for the typical, high-risk client, the situational aspect of the problem may tend to be greater and hence less

amenable to change.)

The worker population most inclined to matching are of active

helping style, inexperienced, non-parents, and native-born. Conversely,

the worker population least inclined to matching are of indirect style,

experienced, parents and foreign-born. With respect to style, the

findings suggest that, if there is not a congruence between style and

focus, an active style is more appropriate at the beginning of contact.

The negative effects of the worker's experience and parent status

again suggest a blunting of individualization or objectivity with respect to clients, most of whom are parents whose parenting is being

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questioned by CAS. Studies of the effect of novelty (Foote, 1956; Hunt, 1971; Shaw, 1974) also suggest that the negative effects of experience and familiarity might be minimized either by ensuring a "mixed" caseload or by periodically changing the work assignment of an

experienced worker (who then becomes inexperienced with respect to the new assignment). Lack of novelty relates to the "burn-out"

syndrome, which is increasingly being recognized as a problem for workers in many fields. In fact, there appears to be a connection

between novelty in a relationship and the capacity of individualize. The

"fringe of the unexpected" discourages facile labelling and highlights differences rather than similarities. Dynamically, the stimulation of

diversity in a relationship promotes growth. An extreme degree of

unusualness, however, does not fit the "fringe" criterion and threatens

the stability of the relationship. In this study, with the exception of birthplace, the similarity of

worker and client with respect to other demographic variables was

found to be of no significance. This finding, therefore, seems to

challenge the preferential use of indigenous workers. This is not to say that indigenous workers cannot be effective but rather that their helping

will not be more effective because of the indigeneity. Their assignment, like that of any worker, should be based on congruence rather than on

similarity. Matching decreased as the number of meetings increased, which

implies that the worker and client began the contact with positive

expectations. It then appears that these expectations become more

tempered, more discriminating, and less global as they get to know each other. The progression of all relationships involves a testing period. A decrease in matching at this later point may therefore be interpreted as

an indication of the natural progression of an alive, meaningful and

productive relationship. The focus of service, the assignment rationale, and the extent of

social work training were found to be of no significance. Subjective factors seem to be of greater influence, though they are usually not

revealed in an objective rationale. If the task-centred focus of service is

no different from the relationship-centred focus of service with respect to influence on matching, we can speculate that subjective factors in the

worker-client relationship are equally important in all types of service. The apparent significance of the subjective dimension lends further

credence to the view that dynamic considerations are at least as

important as, if not more important than, the rational approach to job

analysis and distribution of tasks. More specifically, the findings regarding social work training contradict the prevalent assumption that

the complexity of the task determines the level of worker training

required. The results of this study suggest the greater validity of

matching person with person rather than task with training.

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Within this relationship (or interactional) approach to manpower deployment, the function for which social work training is most critical becomes the analytical one of formulating the diagnostic assessment

(including the plan of intervention), assigning worker to client on the basis of matching, and monitoring and guiding the worker-client contact. In essence, analysis relies on social work training; but the

execution of the plan of service relies on the relationship between

worker and client. The matched worker-client system provides the

environment in which the client can be helped to deal with his situation; and the most trained worker provides the matched worker with the

guidance needed to use this relationship in the most helpful manner.

(There is an implication here of a further application of the concept of

matching, namely, in the relationship between the most trained worker,

or "match-maker," and the matched worker.)

We do not suggest that the most trained workers should not be in the

relationship capacity of direct service. On the contrary, some highly trained workers are needed at the front line in order to maintain

standards and relevance of service. However, like any other helper, the

highly trained worker in direct service also needs to be matched in order

to be most effective and efficient.

Initially at least, worker-client dyads should be monitored with

respect to the extent of their match. The intake function might be

assigned to a worker who has been found to be most matched with the

greatest range of clients (in order to facilitate involvement and avoid

"screening out" prospective clients).

CONCLUSION To develop further the application of the concept of matching to

manpower deployment this study would need to be repeated in other

service contexts and at other phases than initial contact. The factors

which this study found to be associated with matching should be more

differentially manipulated. The findings might also be more

deliberately oriented to the development of practice theory for middle

management. The reconciliation of organizational demands with the

professional task has been a continuing issue in social work. Manpower

deployment based on the application of the concept of matching may

prove to be one means of facilitating a form of reconciliation which is

consonant with the overarching aims of social work.

Note

*An example of a question addressed to worker and client of each dyad:

What is your age? years.

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One question addressed to the client:

What brought you to this Children's Aid Society?

1) It was my idea to come.

2) Someone else suggested I come.

3) Someone else insisted I come.

4) The Children's Aid worker came to me.

One question addressed to the worker:

Who assigned this case to you?

1) My supervisor.

2) An intake supervisor.

3) An intake worker.

4) My team leader.

5) Myself (by choosing the case).

6) Other (please specify).

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AN EMPIRICAL STUDY OF FACTORS ASSOCIATED WITH MATCHING IN HELPING RELATIONSHIPS

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