QUALITATIVE ANALYSIS OF PROFESSIONALS\u27 EXPERIENCE AS A CONTRIBUTION TO THE EVALUATION OF INTRODUCING A NEW WORK MODEL IN SOCIAL CARE CENTRES

U radu su prikazani rezultati kvalitativnog istraživanja provedenog s petnaest djelatnika pet CZSS-a uključenih u »pilot projekt« uvođenja novog modela rada u centre za socijalnu skrb poznatog kao »ured sve na jednom mjestu«. Svrha istraživanja bila je identificirati dosadašnja postignuća i poteškoće iz perspektive rukovoditelja i stručnih djelatnika. Istraživanje je provedeno metodom fokusnih grupa, a u koncipiranju istraživačkih pitanja i analizi nalaza koristila se metoda analize okvira. Rezultati istraživanja pokazali su da model organizacije rada nije jedinstven u svim CZSS-ima, već su se u praksi razvijala tri modela (teritorijalni model, model izvrsnosti te abecedni model). Također se pokazalo postojanje niza poteškoća vezanih uz razumijevanje i provođenje individualnog plana skrbi/rada (IP) kod svih sudionika – djelatnika, ravnatelja, korisnika. I djelatnici i korisnici iskazali su nepripremljenost za novi načina rada, a kao posebna poteškoća istaknut je rad s nedobrovoljnim korisnicima na izradi IP kao i nedovoljno tretmanskih mogućnosti u lokalnoj zajednici koje su značajne za provođenje IP.The article presents the results of a qualitative research with fifteen professionals employed in five social care centres participating in the pilot project of introducing a new work model in social care centres known as »one-stop office«. The aim of the research was to identify achievements and difficulties from the perspective of managers and social care professionals. The data were gathered by a focus group method and framework analysis was applied. The research results suggest that the model of work organization is not consistent in all social care centres and that three models developed in practice (territorial model, excellence model and alphabet model). Data reveal a series of difficulties related to understanding and implementing the individual care/work plan in all involved: social workers, managers and service users. Both social workers and service users expressed their unpreparedness for the new modality of work; the work with involuntary users in the development of individual care/work plan as well as insufficient possibilities of treatment in the local community are underlined as a special difficulty