Expanding boundaries: the roles and contributions of non-professional employees in social welfare services

This qualitative study examines non-professional employees, including security guards, secretaries and paraprofessionals, in social welfare services, revealing the complex dynamics of their professional roles. Drawing on interviews with 38 stakeholders across social service departments in Israel (23 social workers, nine non-professional employees and six clients), the article explores how these employees navigate professional boundaries and organizational roles. Grounded in role theory and professional identity theory, the article uncovers insights into role expansion and the evolving professional identities of non-professional staff. The findings examine secretaries, guards and paraprofessionals, revealing how they navigate organizational dynamics while developing distinctive professional capabilities. The article illuminates the challenges these employees encounter, including role ambiguity, a lack of formal training and complex professional expectations. The article reveals how non-professional employees develop professional identities through daily interactions and organizational contexts. The study emphasizes the need for organizations to develop tailored training programmes and clear role definitions to address role complexities and enhance professional development. Future research directions include longitudinal studies of non-professional employee involvement, professional identity development and how organizational contexts shape role adaptation across different social service environments.