The Engagement Process: The professional

relationship

Kwabena Frimpong-Manso (Ph.D)

Potential clients

• People use a variety of ways to overcome problems (e.g. informal, internal resources)

• Applicants• a client request services of a social worker

to deal with internal or external problem

Potential clients• Involuntary clients –who respond to perceived

requirements to seek help as a result of pressure from other

• Referrals clients– people who did not apply for service.

Clients vary in the extent to which they perceive their referral as a source of pressure or a source of potential assistance.

PRE-ENGAGEMENT• It is the first step in the helping process with

potential client

• Clients come into the helping relationship uncertain about what to expect and what is required of them

• Important to understand the circumstances under which they come to you- (in)voluntarily

Engagement• Engagement takes place at the initial

phase of work with potential client

• Purpose is to help client decide whether to enter treatment or not.

• Potential client may be very anxious about the prospect of seeking help and lack of knowledge about what do expect.

Engagement

• Service user must feel some measure of welcome, interest and trust on the part of the agency

• Failure can result in service user withdrawing from service

Engagement

• A key element to engagement is relationship with service users.

• The relationship between the client and the social worker is unique

• Poor relationships = non-engagement

Engagement

• One important aspect of engaging the client is establishing rapport.

• Rapport is a commitment to stay with the client, display warmth, interest and care

• Rapport reduces the level of threat and gains the trust of clients

Engagement

• Empathy is an important skill in developing rapport with a client

• Effective communication in the helping relationship is crucial (basic interviewing skills)

• Countertransference- experiencing a strong emotional or personal reaction to a situation

Engagement• Countertransference- experiencing a

strong emotional or personal reaction to a situation

• Some of the signs of countertransference are– Feeling of attraction or repulsion– Intense feelings of anger, boredom, sexual

attraction– Avoiding certain sensitive issues and feelings

• Power differential

Engagement

• Building blocks for a strong professional therapeutic relationship with clients– Be warm, authentic, genuine and engaging

– Strength and confidence-knowledgeable – Be consistent and dependable- trust

– Stay with client needs, not your own

– Stay flexible- be open minded

Engagement

• The social worker should also give a clear, brief description of his or own view of the purpose of the first contact and encourage an exploration of how the social worker can be helpful.

• Example: We are meeting to both explore your mother’s concerns and also to hear from you about how things are going at home, at school with your friends as you see it. My job is to find out what things you would like to see get better and to figure out your ways that might work

Preparing for the First Meeting

• Review any material about the client that may be available

• Do some preliminary informal and formal research about the issue or circumstance

• Introduce yourself, share information about your educational and experience, provide a short description of your role

Preparing for the First Meeting

• Keep in mind that you will not ‘click’ with every client you meet