Measuring Oppression Experienced by Service Users While They are Receiving Services from Human Service Organizations

ABSTRACT This study uses a sequential mixed-method design to test a measure of service user oppression in human service organization. A five-factor measurement model of service user oppression is tested using confirmatory factor analysis of cross-sectional survey data (n = 374), followed by qualitative focus groups to provide context. All five factors of the Service User Oppression Scale were confirmed indicating that 84.5% of service users had experienced oppression. The research provides a valid and reliable tool to assess service user experiences of oppression. PRACTICE POINTS This study found that service users experience oppression in the form of marginalization, exploitation, violence, powerlessness, and cultural imperialism while receiving services from human service organizations. This study developed a measurement tool to assess the extent and experience of service user oppression by human service organizations. The Service User Oppression Scale is found to be a valid and reliable measure of service user experiences of oppression in human service organizations. Understanding oppression from the experiences of service users can highlight areas for organizational development, adaptation, and innovation in human service organizations.