Social workers must make ‘justifiable’ decisions, but ‘intuition’ is also important in assessment, decision making and working with risk. We discuss intuition within professional judgement as being part of our cognitive faculties; emotionally-informed reasoning processes connecting workers with clients and families; and intuition making use of internalised learning. Challenges discussed include intuition as a taboo topic; communicating intuition-based judgements within group decision processes; and lack of models for integrating intuition with explicit use of knowledge. To develop the professional knowledge base on professional judgement, the paper considers six theoretical frameworks which might be used to conceptualise intuition within social work decision making, including: (1) the ‘tacit knowledge’ of sociological discourse; (2) intuition as ‘sense-making’; (3) internalisation of learning; (4) conceptual schemas from neuroscience; (5) Kahneman’s ‘thinking fast and slow’; and (6) decision heuristics. Intuition is discussed in the context of supervision and organisational governance; use of assessment tools and processes; creation of mental models for practice; implications for education and training; and further research. Although the profession must continue to develop its ability to use the best knowledge to inform practice, a psycho-social rationality model may be required to conceptualise internalised ‘intuitive’ judgement processes in practice.

Reflection on mistakes is a powerful source for more effective decision-making and action. Mistakes are inevitable and security has also costs and not only benefits. So, in the frame of appropriate error prevention systems, social workers should pay special attention to latent errors and risks, find immediate measures to repair and limit harm and learn to prevent similar events in the future. Nonetheless, exploration and experimentation are needed when previous attempts made using ordinary strategies failed. In doing so, social workers can greatly benefit from their colleagues’ feedbacks. Blame culture is probably the main obstacle to expressing and listening to affirmative and useful feedback on mistakes. ‘Smart questions’, reflective frameworks, reflective friends, concise reflective writing are some of the easiest and more effective strategies aimed at improving the quality of decision-making on the basis of new learning developed by reflecting on mistakes.

Student placement is a fundamental component of social work education and an important space where to build critically self-reflective practitioners. Students learn from their reflection on their experience and their mistakes are a powerful opportunity to go behind the surface of events and understand the essence of the profession. This article will present some results from the analysis carried out on the reflective writing of a group of social work students who describe and reflect on the most significant mistakes they made in their field practice using a reflective framework developed for errors and failures. The main results of this experience are illustrated with special focus on the impact and on the emotions, the relationships with service users and the assessment of the cases. Students are often so concentrated on looking at their responsibility that they become almost blind to the systems and interactions that contribute to the negative outcomes of their actions. Social work education programs should emphasize the importance of structured reflective habits and promote the culture of responsibility instead of the ‘blame culture’, that is probably the strongest obstacle to learning from mistakes and preventing their repetition in the future.

Summary: Client violence in social services is perceived as constantly increasing in Italy, raising deep concern. This article presents the results of the first online survey on the phenomenon. Involving 20,112 social workers, the aim was to determine the prevalence and forms of client violence towards social workers and to identify key factors associated with such events. Findings: The results suggest that the vast majority of Italian social workers experience client violence during their careers. Verbal aggression and threats were most common forms of violence, followed by physical attacks and property damage. Young and less experienced social workers appeared more likely to be victims of violence, as well as those who more frequently work in isolation or without their colleagues’ support. Social workers in child protection services, services for adults and municipality services accessible to the entire population were found to be at higher risk of client violence. The social workers considered the quality of the client/professional relationship and communication skills to be critical in preventing and dealing with aggression by users. Unfulfilled clients’ expectation was considered to be one of the main factors contributing to frustration and the consequent hostile behaviour. Applications: Violence against social workers is a ‘wake-up call’ that makes the weakening of welfare services, and therefore of professional social work, more visible. The first nationwide study on service user violence reported by this paper may significantly contribute to raising awareness about the phenomenon in Italy and to the devising of effective prevention programmes.

‘Risk’ has become a central concept for social work practice in countries with more developed social welfare systems. As argued by Hazel Kemshall and colleagues, ‘risk’ has often replaced ‘need’ as the main driver for social work interventions as societies seek to avoid harm to citizens. This shift of focus raises a tension between care (support for the individual or family in their own right) and control (seeking to prevent harm to themselves, each other or other citizens). This article considers some of the key developments in the 25 years since the above article, including the development of risk communication; the growing familiarity with both likelihood and severity concepts of risk; the assessment of risk as part of organisational arrangements to manage risk; and theoretical developments linking social work assessment, ‘working with risk’ and decision-making. In the first part of the article, we explore the care versus control boundary through focussing, in turn, on child and family social work, adult care services, mental health social work and criminal justice social work, and their respective developments. We then further extend two key foci regarding assessment and care planning as well as the use of professional knowledge at the care and control boundary. Our analysis of these developments points towards more nuanced approaches to managing risk and making decisions at these sometimes contentious boundaries.

The COVID-19 pandemic and the associated socio-economic crisis are posing unprecedented challenges both globally and locally, raising many unknowns and imposing difficult trade-offs. One of the side effects of this pandemic, with the ensuing physical distancing rules and quarantine, has been the condition of isolation that is affecting vulnerable populations disproportionately across the world. Against this background, one of the major tasks for social work is to keep up connections, find new ways to sustain relations and networks, and mitigate against inescapable feelings of loneliness and their consequences. Social workers themselves are affected personally and professionally by this crisis, facing new living and working conditions. They experience feelings of uncertainty, fear, and the risk of isolation. The aim of this paper is to present examples of practices intended to promote a sense of community, as such a shared emotion can support present and future social workers. These examples serve to underline how, now more than ever, a central challenge for social work is to strengthen the professional community, find ways to overcome isolation and ‘to take care of those who care’.