Focus on client needs - A study on frontline legal aid in the Netherlands

• Published in: European journal of social work 2023-01, Vol.26 (1), p.134-147
• Main Authors: Verboon, Esther M., Tonnon, Susanne C., Lamkaddem, Majda, Keesen, Maaike C., Eijkman, Quirine E., van der Veen, Gerrita
• Format: Article
• Language: English
• Subjects: Ability; Access; Client behoeften; Client needs; Clients; Educational programs; geintegreerde aanpak; Integrated approach; Integrative approach; Interviews; Legal aid; multiproblem; Professional training; Professionals; rechtshulp; Values; Work skills
• ISSN: 1369-1457; 1468-2664
• DOI: 10.1080/13691457.2021.1954889

Individuals in multiproblem situations frequently seek frontline legal support. The support by frontline legal professionals is limited by its focus on the legal issue instead of the underlying problems. A strong focus on client values - i.e. on the outcome that these services yield in the client's perception - may lead to a more effective approach by targeting underlying problems. Through individual interviews with clients and professionals, the current study examines client values and services that may contribute to those client values. Besides functional client values that focus on resolving the problem situation, emotional client values, such as trust prove at least as important. Furthermore, client values are not only supported by the professional's legal expertise, accessibility and ability to build a relationship, but also by the professional's knowledge and skills relevant to multiproblem situations, such as his ability to empower the client, the willingness to work on concrete needs, and his ability to adopt an integrated approach. Research findings confirm the relevance of an integrated approach to multiproblem situations, with due attention to different client values. Similarly, it proves important to incorporate skills and knowledge that specifically address multiproblem situations in education and training programmes of frontline legal professionals.