BACKGROUND:
This study aimed to explore the experiences and
needs of (ex-)welfare benefit recipients from a large urban municipality in the
Netherlands regarding their welfare-to-
work services and their case
workers.
METHODS:
Quantitative data from a
client satisfaction survey that was filled out by 213 people (response rate 11%)
who received welfare-to-
work services was combined with results from four
group interviews with a total of 15 people receiving welfare-to-
work services. Verbatim transcripts from the interviews were analysed using inductive thematic
analysis.
RESULTS:
The
survey results showed that most
clients were reasonably satisfied with the welfare-to-
work services they received. Four main themes emerged from the interviews (1) experiences and
needs related to the interactions between case
workers and benefit recipients; (2) the need for tailored services; (3) the complicating
role of the system the case
workers operate within; and (4) the existence of differences between case
workers regarding how strict they followed the rules and to what extent they connected with their
clients on a personal level.
CONCLUSIONS:
Our findings show that
clients were reasonably satisfied with the welfare-to-
work services provided by their municipality but that there is still room for improvement. Case
workers should have good
social skills to build a trusting relationship with the
client, welfare-to-
work services should be tailored to the individual, and clear concise information should be given to welfare benefit recipients, especially with regard to what benefit recipients can expect of the municipality and the case
workers, given their dual
role in supporting (re-)integration to
work and
monitoring benefit eligibility.