Professional Competence for Customer Contacts in Social Services (5 cr)

Objective

The students will be familiar with their professional opportunities and role within work with customers and in the promotion of wellbeing.
They will understand the importance and impact of respecting customers as the basis of ethical guidance within case management and their role within this process.
Students will become familiar with the customer case management process.
They will know what multi-professional work and working within networks mean.
They will become familiar with the opportunities offered by digital services and applications within social services and case management.

Content

Working in social services as a profession, required competences within social services and early years education training, guidance and case management as a profession, customer-centredness, multi-professionalism and networks within social services work, introduction to the concept of social services case management, introduction to the concept of green care.

Location and time

Available for self-paced study online from January 1, 2025, to December 31, 2025

Materials

Pakollinen kirjallisuus:

- Raatikainen, E. & Rahikka, A. & Saarnio, T. (2020). Ammattina sosionomi. Sanoma Pro. (ks. saatavuus KAMK:n kirjaston sivuilta)
- Mönkkönen K. 2018. Vuorovaikutus asiakastyössä. Asiakkaan kohtaaminen sosiaali- ja terveysalalla. Gaudeamus. Saatavilla Kamk Finna
- Pyykönen, A-M. (2021). Sähköinen asiointi sosiaalityössä. Teoksessa Pehkonen, A., Pyykönen, A.-M. & Okulov, S. (2021). Sosiaalisesti kestävä Kainuu. Kuopio: University of Eastern Finland. (sivut: 142-164.)

Suoriteltava muu kirjallisuus (opiskelun tueksi):
- STM. (2024). Sosiaalihuoltolain soveltamisopas.
- Talentia (2017). Malli sosiaalihuollon laillistettujen ammattihenkilöiden työnjaon laatimiseksi sosiaalialan työpaikoille. Ks. Talentian Internet-sivut.

Lisämateriaaliksi kiinnostuneille:
- Saari, J., Eskelinen, N. & Björklund, L. (2020). Raskas perintö. Helsinki: Gaudeamus.
- Saari, J. (2020). Samassa veneessä: hyvinvointivaltio eriarvoistuneessa yhteiskunnassa. Helsinki: Docendo
- Frankl, V. E. (2010). Ihmisyyden rajalla. Man's search for meaning. Helsinki: Otava. (ks. saatavuus KAMK:n kirjaston sivuilta )

Teaching methods

- The course is in Finnish
- It includes online lectures, self-study materials, and literature
- Discussion forums, online assignments, and online exams

Exam schedules

The course includes online exams that can be taken independently at your own pace.

Student workload

The course is worth 5 ECTS credits, which is approximately 135 hours of student work

Evaluation scale

0 - 5

Assessment criteria, excellent (5)

Kiitettävä (5)

Assessment criteria, good (3)

Hyvä (3-4)

Assessment criteria, satisfactory (1)

Tyydyttävä (1-2)

Assessment methods and criteria

The course is graded on a scale of 0-5.

A passing grade requires the completion of all assignments and exams included in the course with at least a satisfactory performance.

The cKAMK assessment criteria (see pp. 28-31) are applied in student evaluation, and the overall assessment considers the student’s performance in assignments/exams as well as active participation in the course (online discussions)

Assessment criteria, fail (0)

hylätty (0).

Assessment criteria, excellent (5)

kiitettävä (5)

Toteutuksen arviointikriteerit, hyvä (3-4)

hyvä (4 tai 3)

Assessment criteria, satisfactory (1)

tyydyttävä (2 tai 1)

Further information

The course is worth 5 ECTS credits, which is approximately 135 hours of student work