ABSTRACT

Individuals in multiproblem situations frequently seek frontline legal support. The support by frontline legal professionals is limited by its focus on the legal issue instead of the underlying problems. A strong focus on client values – i.e. on the outcome that these services yield in the client’s perception – may lead to a more effective approach by targeting underlying problems. Through individual interviews with clients and professionals, the current study examines client values and services that may contribute to those client values. Besides functional client values that focus on resolving the problem situation, emotional client values, such as trust prove at least as important. Furthermore, client values are not only supported by the professional’s legal expertise, accessibility and ability to build a relationship, but also by the professional’s knowledge and skills relevant to multiproblem situations, such as his ability to empower the client, the willingness to work on concrete needs, and his ability to adopt an integrated approach. Research findings confirm the relevance of an integrated approach to multiproblem situations, with due attention to different client values. Similarly, it proves important to incorporate skills and knowledge that specifically address multiproblem situations in education and training programmes of frontline legal professionals.

摘要

处于多重问题情况下的个人经常寻求前线法律支持。一线法律专业人士的支持受到其关注法律问题而不是潜在问题的限制。强烈关注客户价值——即关注这些服务在客户眼中产生的结果——可能会通过针对潜在问题而采取更有效的方法。通过与客户和专业人士的个别访谈，当前的研究检查了客户价值和可能有助于这些客户价值的服务。除了专注于解决问题情境的功能性客户价值观外，情感客户价值观（例如信任）至少同样重要。此外，客户价值不仅得到专业人士的法律专业知识、可及性和建立关系的能力的支持，但也取决于专业人员与多问题情况相关的知识和技能，例如他赋予客户权力的能力、处理具体需求的意愿以及采用综合方法的能力。研究结果证实了综合方法与多问题情况的相关性，并适当关注不同的客户价值。同样，事实证明，在一线法律专业人员的教育和培训计划中纳入专门解决多重问题情况的技能和知识也很重要。适当注意不同的客户价值。同样，事实证明，在一线法律专业人员的教育和培训计划中纳入专门解决多重问题情况的技能和知识也很重要。适当注意不同的客户价值。同样，事实证明，在一线法律专业人员的教育和培训计划中纳入专门解决多重问题情况的技能和知识也很重要。