ABSTRACT
This chapter introduces the idea of ‘quality’ as a contested concept and one which has attracted very little research attention in the probation context. It goes on to review research on how practitioners themselves understand and operationalize ‘quality’ in the context of their work, focusing in particular on the findings of an English study which used ‘appreciative inquiry’ (AI) to elicit practitioners’ understandings. This study found that six key themes underpinned quality for English practitioners: good working relationships; resources; individualization and flexibility; goals and outcomes; attributes, skills, and values; and support. The chapter goes on to consider the findings of a study in Scotland, which were broadly similar. It concludes by arguing that understanding how practitioners understand quality in their work is important, particularly for those who wish to influence or improve exiting practices.
