Interpersonal or Institutional: Understanding Service User Oppression in Social Service Organizations Through Staff Interactions

Abstract Service user experiences of oppression by human service organizations (HSOs) has long been understood through the lens of service providers, with service users largely excluded from research in this area. This qualitative study, the second phase of a mixed methods study, presents the findings of 9 focus groups (n=66) with service users from 13 different HSOs representing seven service areas (eg. Homelessness, addictions, youth) on the topic of service user experiences of oppression by HSOs. Using a semi-structured interview guide, participants were asked to share both positive and negative experiences with HSOs and recommendations to address oppression. The discussion identified important elements of the relationship between service providers and service users such as consistency, responsiveness, motivation, and competency that impact service user oppression. The findings from this qualitative phase help to develop a conceptual model of how oppression is rooted in organizations through service provider and service user interpersonal relationships.