NASW Practice Snapshot:
Working Alongside Consumer-Providers

Office of Social Work Specialty Practice

Moving forward in their recoveries, many consumers and former consumers of social services are seeking employment in the human services field. This often places them into peer positions with social workers who previously were their care providers. Understandably, many social workers are unsure exactly how this changed relationship will affect their work and how to address questions that arise from the situation. This “Snapshot” will continue to address the topic from the last “Snapshot” From Consumer To Provider (NASW, 2005 ), raising some points for social workers to contemplate and discuss.

SELF-DISCLOSURE AND BOUNDARIES:

Employees frequently share personal information with certain co-workers that they might not want shared with others. This may be equally true for social workers, with whom knowledge of personal information could be used disruptively by a client in a therapeutic relationship. When a current or former consumer is now a peer at the water cooler, in a staff break room, or even at a staff holiday party, this can completely change the office dynamics in discussing personal issues.

Situations such as this could make us rethink what we disclose about our personal lives in general. Do we sometimes disclose information at the office that we later regret? Keep in mind also, that regardless of who is around, it is common for people to be selective about the colleagues in the office with whom they share personal information. Would not the same rules about sharing information with certain co-workers apply when deciding about sharing information with new co-workers?

A concern from the consumers’ perspective is that, due to past therapeutic relationships, you are likely to know personal information about them, such as dysfunctional behaviors that they may have exhibited in the past. While listening to or watching your new co-worker display an old behavior, you might question whether or not you should address their actions. Certainly you should not address the situation in front of others, but what to do beyond that needs to be carefully considered. Will it reopen the therapeutic relationship? How will it make them feel? And where will it lead your working relationship in the future? Ideally, company policies should be established for how to address such situations. Policies should address confidentiality issues as they pertain to current and former consumers as well as employees, state what types of behaviors are appropriate to address and with whom they should be discussed (i.e. the former consumer or Employee Assistance Personnel). A behavior or issue that is affecting another (current) consumer, for example, is one that would probably call for discussion. In the event that a company policy has not yet been established, it is important to at least discuss these potential issues before problems arise, and to begin the development of appropriate workplace policies or guidelines. Denying that tensions may arise, or ignoring them if they do is bound to make them worse, and addressing them before or when they happen is often the best course.\

Always remember first that social workers are bound by their professional code of ethics to protect confidential information. Ethical Standard 1.06(c) refers to conflicts of interest/dual relationships. When such relationships are unavoidable, social workers are responsible for protecting clients, and “for setting clear, appropriate, and culturally sensitive boundaries” (NASW, 1999, p. 9). Likewise, Standard 1.07(c) discusses the confidentiality of information. Except in cases “to prevent serious, foreseeable, and imminent harm,” social workers are obligated to protect the confidentiality of all information (NASW, 1999, p. 10).

There is one specific recommendation if you find yourself on a board or committee where you might be required to make a decision regarding a former consumer, and past information about them could cloud your views. You should consider recusing yourself from making any decisions. This may lead other staff to question your past relationship if they do not already know about it, but this may still be the most ethically safe option.

GOING OUT AFTER WORK:

Relationships may become particularly strained when a consumer-provider wants to go out to eat or even to a bar with you or the group after work. They may feel shunned if another new employee is welcomed to an after-work group, but they are not. Again, this is something that should be addressed ahead of time in company policies. Ultimately, honesty and open communication will probably lead to the best long-term results. There may be discomfort in going out as a friend with a new consumer-provider, especially if alcohol is involved, but avoiding the issue or being deceptive may result in more resentment and aggravation in the long run. Raise the topic with your colleagues and start to discuss how you will feel about it before a consumer-provider is hired.

Furthermore, a consumer who becomes a provider may become disconcerted to learn that a provider drinks, is gay, supports a certain political candidate, or has any number of other personal habits or characteristics that the consumer may find disturbing. Again, honesty and directness are likely to ease a potentially awkward situation. Treating consumer-providers as you would other new employees may lead to less resentment and angst than giving them special treatment.

Read the NASW Code of Ethics if you have questions on how specific situations may affect your work, and join the on-line discussion group in the Mental Health Specialty Practice Section.

REFERENCES:

 

National Association of Social Workers, (2005, May). From consumer to provider. Office of Social Work Specialty Practice Snapshot. [Online]. Retrieved from: http://www.socialworkers.org/practice/behavioral_health/0405snapshot.asp on May 24, 2005.

 

National Association of Social Workers. (1999). Code of ethics of the National Association of Social Workers. Washington , DC : NASW Press.

NASW, May 2005