All case workers, at one time or another, feel lost, or need guidance with issues in conflict, setting priorities, deciding what their primary responsibility is in certain cases and deciding who gets what information and for what purpose. Social work is a complex and serious business that dramatically affects people’s lives. The way to “doing the right thing” is not always simple or clear cut. 

A case worker sits in front of her computer sliding her mouse around the screen without clicking on anything. She is thinking... 

…are those parents ready to accept their children back in their care? 

…have I filed the correct forms for my client’s court appearance? 

…is the case report complete on the teen-age addict accused of dealing? 

…have I completed my weeklies for supervision? 

…I mustn’t forget a court appearance for one of my clients on Wednesday. 

She has so many concerns…so many clients…so many troubles…so many constituents (individual clients, families, colleagues, agency management, state and federal authorities) ... so much paperwork…etc.…etc. 

“Sometimes these swirling concerns are in conflict in the minds of my case workers, and they come to me to help them sort things out,” a supervisor at a local state agency told me during an interview. 

“Case workers are on the front lines of everything that troubles society. There is a lot of conflict in social work; even well-meaning social workers can make mistakes. They can lose track of their role. Often, they are troubled about who exactly they are responsible to and for. I’m not here to hold them accountable; I’m here to help them sort things out. After many years of trying to offer my case workers guidance with varying degrees of success, I have finally reduced my advice to four principles."

She told me many of her case workers post these principles on their desks, in their notes, or around their computer screens. When they feel conflicted, they put the words, Do I…? before each principle and examine the situation that is troubling them. 

Do I…? 

• Accept primary responsibility for identified clients, but within limitations set by the ethical claims of others.
• Maintain the client’s right to a relationship of trust, to privacy and confidentiality, and to responsible use of information. 
• Recognize and respect the individual goals, responsibilities, and differences of clients.
• Help the client to achieve self-fulfillment and maximum potential within the limits of the respective rights of others. 

These four self-examinations do not resolve every conflict that emerges during a social worker's day. However, if you get into the habit of using these tools to self-audit, they will help to calm your inner turmoil when your road map to "the right thing" becomes confusing.