The role of phone mediation: Social workers’ and vulnerable clients’ role performances in mediated welfare encounters

Welfare encounters are increasingly being conducted using communication devices which comprises mediated encounters. This article contributes to studies on the integration of mediated encounters into social work practice. The study adopts a symbolic interactionist perspective and is based on interviews with 24 social workers and 17 vulnerable clients. It examines the role of phone mediation in social workers’ and clients’ role performances in welfare encounters that lack non-verbal communication. This study argues that phone mediation illustrates the unequal stakes in welfare encounters: A professional work role and organisational goal attainment are at stake for social workers, whereas the livelihoods of vulnerable clients depend on welfare encounters and the social and economic support provided by them. Such stakes are often taken for granted in routine face-to-face welfare encounters; thus, phone mediation alerts the participants to the consequentiality of welfare encounters. Moreover, this article finds that phone mediation may provide confidential distance, which can be used to support hard-to-reach clients and social work practices. However, mediated encounters also run the risk of being insignificant for client trajectories and restrict the roles of social workers and clients. Overall, the study highlights everyday technologies, such as phones, that are important for the social worker-client relationship, welfare delivery, and clients’ welfare trajectories. It argues for further inclusion of everyday technologies in future research agendas that examine the digitalisation of social work and the importance of non-verbal communication.