The Point of Entry: A Study of Client Reception in the Social Services

This book examines the reception of those seeking help from social service organizations, highlighting the importance of this process and its potential impact on the agency's operations, services, and clients. It was primarily written for students and teachers of social administration, social workers, administrators, and receptionists, but is a valuable study for all who are concerned with the reception of visitors to any organization that provides a service to clients.

Format: Paperback / softback
Length: 146 pages
Publication date: 05 November 2023
Publisher: Taylor & Francis Ltd

Few individuals engaged in the realm of social services would dispute the significance of receiving those in need, yet this crucial process remains largely overlooked. Originally published in 1974, this book serves two primary objectives. Firstly, it aims to draw attention to the challenges encountered by individuals seeking assistance from social service organizations. Secondly, it endeavors to analyze the intricacies and dynamics that occur at the point of entry, shedding light on the processes and factors that shape the experiences of those seeking help.

This comprehensive study delves into the reception practices of four distinct social work agencies, offering a profound insight into the multifaceted nature of this critical aspect. The author compellingly demonstrates that the reception process extends beyond mere administrative procedures, holding the potential to profoundly impact the operations, services, and recipients of the agency. In essence, many of the critical decisions regarding resource allocation may not be made by the senior and middle managers of the agency, nor by its skilled professional social work staff, but rather by an untrained clerical receptionist at the initial point of contact between the organization and its clients.

The Point of Entry was meticulously crafted with students and educators in social administration, social workers, administrators, and receptionists in mind. However, its significance extends far beyond these specific audiences, making it a valuable resource for anyone interested in understanding the reception of visitors to any type of organization that offers services to clients. By examining the intricacies and complexities of the reception process, this book provides valuable insights into the broader realm of customer service and organizational interactions. It underscores the importance of creating a welcoming and supportive environment that not only meets the immediate needs of individuals seeking assistance but also leaves a lasting positive impression.

In conclusion, The Point of Entry is a seminal work that offers a comprehensive exploration of the reception process in social service organizations. Through its detailed analysis and insightful perspectives, this book provides valuable insights for professionals, students, and anyone interested in enhancing the quality and effectiveness of customer service interactions. By recognizing the pivotal role played by receptionists in shaping the experiences of those seeking help, we can strive to create a more inclusive and compassionate society where everyone feels valued and supported.

Weight: 280g
Dimension: 216 x 138 (mm)
ISBN-13: 9781032054766