Balancing Bureaucracy and Humane Encounters: A Qualitative Analysis of Social Workers’ Ethical Reflections on Supporting Clients with a History of Crime in Finland

Social work is guided by professional ethical guidelines and values to ensure the provision of equal, fair and statutory services. However, previous studies highlight that rather than such services, humane interaction and stepping away from the official role are more crucial to support clients’ desistance from crime. This study asks what meanings social workers give to human-to-human interaction and stepping aside from their professional role to support clients’ desistance from crime. Data were collected by interviewing 19 Finnish social workers from ten different Wellbeing Services Counties using a qualitative attitude research approach. According to the results, bureaucracy and responsibility led social workers to maintain their official position. However, social workers aimed to stretch bureaucratic boundaries and act flexibly in the client's best interest. Humane encounters were seen to build confidential client-worker relationships and ease tensions during meetings. Social workers used straightforward interactions and set boundaries to motivate clients to desist from crime. In conclusion, social work involves balancing bureaucracy and humane encounters, and navigating ethical tensions related to boundary crossing while acting flexibly in the best interests of the client.