La perspectiva de la calidad en la intervención social: el caso de los Centros Municipales de Servicios Sociales de Zaragoza

Abstract

Although quality has been a fundamental issue within the public administrations during the last years, the spanish reality is quite different. Consequently, this research, through quantitative and qualitative techniques, aims to clarify the meaning given to the quality of social intervention through the discourse of professionals in municipal social services. In addition to the concept of quality, this article includes the professional´s opinion on the quality of Social Work, the users and the organization. Furthermore, the article contains the importance that professionals attach to resources, coordination, professional performance and users as key aspects of the quality of social intervention. The research concludes that, despite the obvious importance of quality, the professionals still identify the lack of resources, the absence of coordination and the low participation of the users as the main problems.