Why social workers shouldn’t be “servicing” clients
Debates about how to refer to the people social workers support through the provision of care and service referrals ebbs and flows. We have moved on from the medicalized “patient” to the more neutral “client.” Some critique the “client” moniker, and have embraced a more business-like approach in the use of the term “consumer.” Some critique that approach as well given our society’s shift into a heavily consumer-oriented culture. While we may all just want to consider talking about the “people” we work with, one thing we should all give a second thought to is the use of the term “servicing” when referring to what it is we do as social workers.
Let me give you an example from an interaction I had with a student in class. She is my best student, but when she spoke about the people she worked with, she said “I worked as an Early Head Start Home Visitor and serviced prenatal clients as well as children under 3 years old.” In and around my classrooms, I can’t seem to escape social workers in training who are “servicing” their clients, especially those in the child welfare sector. Yes, we provide services, and we are service providers, but we should not be “servicing” people.
Inanimate objects, such as automobiles are serviced, or perhaps computer networks, but not the people we work with. By referring to the people we work with as being “serviceable,” I argue that we are inhibiting their agency – or their capacity to acting or exert power. Social workers are tasked – very clearly – with working towards social justice both for and with the people they work with. This is made clear in the profession’s Code of Ethics, which encourages us to partner with the people we work with. Given this, there is no room for drive-through “servicing,” a term that is way too provider-centric.
Finally, not only is the term “servicing” disempowering, it is also disrespectful. Many social workers that support people working in the sex industry report that the term “servicing” is used to refer to the provision of sexual services to a paying client in that industry. Political correctness should not factor in here, because words do matter in building rapport with people – and in respecting them. Please consider taking the time to reflect on how it is you refer to the people you work with!