Invisible Work in Social Service Access: Barriers, Resources, and Consequences

Abstract

This contribution, based on an interview study with social service users, delves into the intricate process of accessing this system and the invisible work it necessitates beforehand. Addressing Knecht and Schubert's resource taxonomy, the study analyzes the interplay of personal and environmental resources, revealing how their cultivation and maintenance constitute 'invisible work'—a pivotal factor in achieving successful service access. Through 12 in-depth interviews, complemented by a written contribution, participants' initial pathways to social services were reconstructed. The interviews illustrate that informal resources and pathways frequently play a decisive role, alongside formal procedures. These informal routes vary considerably in the amount of invisible work they demand. To alleviate this hidden burden, I propose the exploration of digital platforms or centralized entry points as potential solutions. These innovations could streamline access, reduce the reliance on informal networks, and ultimately enhance equity in service provision.