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‘It really is quite a different ballgame’ : a qualitative study into the work experiences of remote support professionals

Miriam Zaagsma, Mark H. M. Koning, Karin M. Volkers, Alice P. Schippers and Geert Van Hove (UGent)
(2022) JOURNAL OF APPLIED RESEARCH IN INTELLECTUAL DISABILITIES. 35. p.1153-1161
Author
Organization
Abstract
Background Professional support for people with intellectual disabilities is increasingly provided remotely. This study explores what support staff of the Dutch remote support service DigiContact experience as distinctive aspects of their job as a remote support professional. Method Semi-structured interviews were held with 10 DigiContact support workers. The transcripts were analysed through a qualitative content analysis process. Results Six themes were identified that reflect distinct aspects of the participants' work within the DigiContact remote support context: being encouraged to adopt a solution-oriented coaching support style; being limited in one's support options; facing considerable diversity; providing support as one team; dealing with unpredictability; and navigating the dynamic within work shifts. Conclusions The way support is organised and delivered can have substantial implications for support professionals. Working at a service like DigiContact seems to call for specific skills, knowledge, affinities and experience, and for appropriate support and facilitation from organisations.
Keywords
Developmental and Educational Psychology, Education, eHealth, intellectual disabilities, online support, remote support, support staff, work experiences, PEOPLE, DISABILITY, CARE, BURNOUT, HOME

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Citation

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MLA
Zaagsma, Miriam, et al. “’It Really Is Quite a Different Ballgame’ : A Qualitative Study into the Work Experiences of Remote Support Professionals.” JOURNAL OF APPLIED RESEARCH IN INTELLECTUAL DISABILITIES, vol. 35, 2022, pp. 1153–61, doi:10.1111/jar.13001.
APA
Zaagsma, M., Koning, M. H. M., Volkers, K. M., Schippers, A. P., & Van Hove, G. (2022). ’It really is quite a different ballgame’ : a qualitative study into the work experiences of remote support professionals. JOURNAL OF APPLIED RESEARCH IN INTELLECTUAL DISABILITIES, 35, 1153–1161. https://doi.org/10.1111/jar.13001
Chicago author-date
Zaagsma, Miriam, Mark H. M. Koning, Karin M. Volkers, Alice P. Schippers, and Geert Van Hove. 2022. “’It Really Is Quite a Different Ballgame’ : A Qualitative Study into the Work Experiences of Remote Support Professionals.” JOURNAL OF APPLIED RESEARCH IN INTELLECTUAL DISABILITIES 35: 1153–61. https://doi.org/10.1111/jar.13001.
Chicago author-date (all authors)
Zaagsma, Miriam, Mark H. M. Koning, Karin M. Volkers, Alice P. Schippers, and Geert Van Hove. 2022. “’It Really Is Quite a Different Ballgame’ : A Qualitative Study into the Work Experiences of Remote Support Professionals.” JOURNAL OF APPLIED RESEARCH IN INTELLECTUAL DISABILITIES 35: 1153–1161. doi:10.1111/jar.13001.
Vancouver
1.
Zaagsma M, Koning MHM, Volkers KM, Schippers AP, Van Hove G. ’It really is quite a different ballgame’ : a qualitative study into the work experiences of remote support professionals. JOURNAL OF APPLIED RESEARCH IN INTELLECTUAL DISABILITIES. 2022;35:1153–61.
IEEE
[1]
M. Zaagsma, M. H. M. Koning, K. M. Volkers, A. P. Schippers, and G. Van Hove, “’It really is quite a different ballgame’ : a qualitative study into the work experiences of remote support professionals,” JOURNAL OF APPLIED RESEARCH IN INTELLECTUAL DISABILITIES, vol. 35, pp. 1153–1161, 2022.
@article{8750782,
  abstract     = {{Background
Professional support for people with intellectual disabilities is increasingly provided remotely. This study explores what support staff of the Dutch remote support service DigiContact experience as distinctive aspects of their job as a remote support professional.

Method
Semi-structured interviews were held with 10 DigiContact support workers. The transcripts were analysed through a qualitative content analysis process.

Results
Six themes were identified that reflect distinct aspects of the participants' work within the DigiContact remote support context: being encouraged to adopt a solution-oriented coaching support style; being limited in one's support options; facing considerable diversity; providing support as one team; dealing with unpredictability; and navigating the dynamic within work shifts. 

Conclusions
The way support is organised and delivered can have substantial implications for support professionals. Working at a service like DigiContact seems to call for specific skills, knowledge, affinities and experience, and for appropriate support and facilitation from organisations.}},
  author       = {{Zaagsma, Miriam and Koning, Mark H. M. and Volkers, Karin M. and Schippers, Alice P. and Van Hove, Geert}},
  issn         = {{1360-2322}},
  journal      = {{JOURNAL OF APPLIED RESEARCH IN INTELLECTUAL DISABILITIES}},
  keywords     = {{Developmental and Educational Psychology,Education,eHealth,intellectual disabilities,online support,remote support,support staff,work experiences,PEOPLE,DISABILITY,CARE,BURNOUT,HOME}},
  language     = {{eng}},
  pages        = {{1153--1161}},
  title        = {{‘It really is quite a different ballgame’ : a qualitative study into the work experiences of remote support professionals}},
  url          = {{http://dx.doi.org/10.1111/jar.13001}},
  volume       = {{35}},
  year         = {{2022}},
}
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