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STRIVING FOR BALANCE, INCLUSION, AND ACCEPTANCE OF YUKON SOCIAL ASSISTANCE RECIPIENTS By CYNTHIA ELIZABETH DENSMORE A thesis submitted in partial fulfillment of the requirements for the degree of MASTER OF ARTS In LEADERSHIP We accept this thesis as conforming to the required standard Tim Brady, BSW, Project Sponsor, Jo Volek, MA, Faculty Project Supervisor P. Gerry Nixon, PhD, Committee Chair ROYAL ROADS UNIVERSITY January, 2009 © Cynthia Densmore, 2009 Library and Bibliotheque et 1*1 Archives Canada Archives Canada Published Heritage Direction du Branch Patrimoine de I'edition 395 Wellington Street 395, rue Wellington Ottawa ON K1A0N4 Ottawa ON K1A0N4 Canada Canada Your file Votre reference ISBN: 978-0-494-49153-9 Our file Notre reference ISBN: 978-0-494-49153-9 NOTICE: AVIS: The author has granted a non L'auteur a accorde une licence non exclusive exclusive license allowing Library permettant a la Bibliotheque et Archives and Archives Canada to reproduce, Canada de reproduire, publier, archiver, publish, archive, preserve, conserve, sauvegarder, conserver, transmettre au public communicate to the public by par telecommunication ou par Plntemet, prefer, telecommunication or on the Internet, distribuer et vendre des theses partout dans loan, distribute and sell theses le monde, a des fins commerciales ou autres, worldwide, for commercial or non sur support microforme, papier, electronique commercial purposes, in microform, et/ou autres formats. paper, electronic and/or any other formats. The author retains copyright L'auteur conserve la propriete du droit d'auteur ownership and moral rights in et des droits moraux qui protege cette these. this thesis. Neither the thesis Ni la these ni des extraits substantiels de nor substantial extracts from it celle-ci ne doivent etre imprimes ou autrement may be printed or otherwise reproduits sans son autorisation. reproduced without the author's permission. In compliance with the Canadian Conformement a la loi canadienne Privacy Act some supporting sur la protection de la vie privee, forms may have been removed quelques formulaires secondaires from this thesis. ont ete enleves de cette these. While these forms may be included Bien que ces formulaires in the document page count, aient inclus dans la pagination, their removal does not represent il n'y aura aucun contenu manquant. any loss of content from the thesis. Canada Acceptance for Social Assistance Recipients ii ABSTRACT Welfare is the most contentious social welfare program there is. As a result recipients realize many non-financial challenges when utilizing Canada's social safety net. This study identifies the stresses, stigmas, attitudes, and perceptions connected to receiving welfare. Additionally, the research reviews human systems and establishes how society is interconnected, demonstrating how attitudes begin with ourselves and influence those we are connected to, thus shaping mind sets and the way people think. An overview of the history of welfare in Canada reveals how stresses and attitudes towards poor people have not shifted significantly over the past century and continues to impact perceptions of the poor today. This study examines ways of empowering welfare recipients through educating society with relevant facts and also examines ways of dispelling welfare myths by asking the action-based research question "How can Adult Services Unit be involved in recreating what it means to access social assistance?" Acceptance for Social Assistance Recipients iii ACKNOWLEDGEMENTS There have been so many people that have been instrumental in rallying me through this achievement. Big or small, you helped me through it all.... To my husband Peter, who encouraged me through the entire process and who tolerated my "mental moments". Thank you for being there for me. To my wonderful and amazing children, Shane and Kelsey, I hope you get the message— you're never too old to go to school! To Tim, my project sponsor, who had keen ideas and who took a genuine interest throughout the span of my project. Thanks Tim! To my mom and Mike, for reading my papers and thinking my writing was flawless! To my sisters, Joelle, Shari, and Stephanie; if I can do it so can you! To my friends and colleagues at Adult Services Unit, thanks for listening to me over the past few years and thanks for being a part of my learning. To Jo, my project supervisor, what can I say.. .Thank you sooo much for working with me! Without your encouragement, support, and kind words this project would have been much more difficult to achieve. To Shanaya, my editor.... you rock! To the memory of my Dad, I know he would be proud. Acceptance for Social Assistance Recipients iv TABLE OF CONTENTS Abstract ii Acknowledgements iii List of Tables vii Chapter One: Focus and Framing 1 Introduction .....1 The Opportunity 2 Significance of the Opportunity 4 System Analysis of the Opportunity 6 Organizational Context 8 Chapter Two: Review of the Literature 12 Introduction 12 The History of Welfare 12 The Canadian Way 15 Current Treatment of Welfare Recipients 18 Summary 19 Societal Attitudes and Influence of the Welfare System 19 Need: A Definition 22 Deserving versus Undeserving 25 Summary 26 Welfare Dependency and Thoughts About Workfare 27 Welfare and Dependency 27 Welfare and Workfare 33 Summary 35 Chapter Three: Conduct of Research 37 Research Approach 37 Project Participants 39 Research Methods 42 Data Collection Tools 42 Focus Groups 42 Face-to-Face Interviews 43 Objective of Data Collection 45 Study Conduct 45 Developing Questions 47 Reliability and Validity 49 Data Analysis 50 Ethical Issues 52 Respect for Human Dignity , 53 Respect for Free and Informed Consent 53 Respect for Vulnerable People 53 Acceptance for Social Assistance Recipients v Respect for Privacy and Confidentiality 54 Respect for Justice and Inclusiveness 54 Balancing Harms and Benefits 54 Minimizing Harm 55 Maximizing Benefits 55 Chapter Four: Action Research Project Results and Conclusions 56 Introduction 56 Study Findings 56 Finding One: Staff Recognizes that Attitudes, Perceptions, and Stereotypes of Welfare Recipients and Welfare Workers are an Issue in Yukon 57 General Societal Perceptions, Attitudes, and Stigmas about Welfare 57 Image of Welfare Workers and Adult Services Unit 59 Finding Two: Community Organizations, Services, and Members Play an Important Role in Changing Perceptions of Welfare 60 Accountability to the Public 60 Community Involvement 61 Finding Three: Staff See the Need to Educate the Public about Welfare Through Various Creative Outlets 63 Public Campaign 63 Educating Professionals in the Helping Sector and the General Public 64 Brochures, Pamphlets, and Website Development 66 Finding Four: Staff Recognizes the Importance of Ongoing Training and Personal Development to Ensure High Quality Work at Adult Services Unit 67 Training for Novice Staff, Experienced Staff, and Staff Development 67 Staff Attitudes 68 Finding Five: Staff Engagement is Important to the Staff of the Adult Services Unit 70 Finding Six: Administration of Social Assistance Needs to be Efficient and Caring 71 Intake Process 71 Administration 72 Study Conclusions 74 Conclusion One: Stigmas of Welfare are Evident in Yukon 75 Conclusion Two: A Social Marketing Campaign is Vital to Changing the Stereotypes Tied to Welfare 78 Conclusion Three: Staff Development and Training is Important to Keeping Staff Interested and Current with Their Work 79 Conclusion Four: Innovative Ideas and Effective Administration of Social Assistance is key to Reducing Non-Financial Stresses Linked to Welfare 83 Policy 83 Technology and Bureaucracy 84 Communication 85 Scope and Limitations of the Research 86 Acceptance for Social Assistance Recipients vi Chapter Five: Research Implications 88 Study Recommendations 88 Recommendation One: Implement a Social Marketing Campaign 88 Recommendation Three: Implementation of a Formalized Mentorship or Coaching Program 95 Recommendation Four: Build Strong Relationships through Communication Enrichment 97 Organizational Implications 100 Promoting Change through Social Marketing 100 Connecting to Work through the Vision, Values, and Code of Ethics of the Agency 102 Strategic Training through Mentoring at Adult Services Unit 105 Workplace Engagement through Communication 108 Future Research Ill Chapter Six: Lessons Learned 113 Communicate, Communicate, and Communicate! 113 Plan the Work and Work the Plan 114 Life Happens 115 Test Questions 115 Writing Right?! 116 Finding a Super Supervisor 117 Insight: Can your Passion for your Project also be your Bias? 117 Final Thoughts 118 References 119 Appendix A: Invitation Distributed to all Participants via E-mail 123 Appendix B: Research Informed Consent Form 124 Appendix C: Informed Consent Form for Face-to-Face Interviews 125 Appendix D: Focus Group and Interview Questions 126 Acceptance for Social Assistance Recipients vii LIST OF TABLES Table 1. Participant Responses Regarding General Societal Perceptions, Attitudes, and Stigmas about Welfare 58 Table 2. Participant Responses Regarding Accountability to the Public 61 Table 3. Participant Responses Regarding Community Involvement 62 Table 4. Adult Services Unit Staff Participant Responses Regarding Public Campaigns 64 Table 5. Adult Services Unit Staff Participant Responses Regarding Educating Other Professionals and the General Public 65 Table 6. Adult Services Unit Staff Participant Responses Regarding Brochures, Pamphlets, and Website Development 66 Table 7. Participant Responses Regarding Training and