One of the primary objectives of the AASW is to ensure that social workers are equipped with the skills, knowledge and reflective resources to ensure high standards of practice and prevent ethical misconduct and harm to the public.
Taking the time to discuss any issues raised by concerned clients is often the quickest, easiest and most respectful way to resolve complaints.
If a client is concerned about a service provided, or with something that was said or occurred in the course of the service provision, it is important to listen and consider how the concern could be addressed. Often, providing a clear explanation or acknowledging that something went wrong, even if it was unavoidable, can resolve any concerns or issues.
Always consider if your response is appropriate first, and ensure you are aware, and your clients are aware, of your employer’s complaint management processes. If you can’t resolve a concern, we are here to help. AASW members can contact our Ethics and Practice Standards Consultation Service to discuss options and strategies for respectful resolution of concerns.