FINANCIAL MANAGEMENT IN A SOCIAL ASSISTANCE REFERENCE CENTERS - CRAS AND THE IMPACT ON SERVICE - A PERCEPTION OF PUBLIC AGENTS AND USERS

Abstract

The objective of this study was to investigate how the management of financial resources influences the quality of services offered by the CRAS in a neighborhood in Fortaleza, CE. For this purpose, a qualitative approach was adopted, with data collection through semi-structured interviews conducted with 70 users and 17 professionals of the CRAS, selected by non-probabilistic sampling. The interviews were transcribed and subjected to content analysis, seeking to identify patterns and recurring themes. The results revealed that effective financial management is essential for maintaining the quality of services offered. Users highlighted the importance of efficient and welcoming service, pointing out the physical structure and accessibility as areas needing improvement. Professionals, in turn, emphasized the challenges in resource allocation and the need to optimize the use of public funds. The discussion of the results showed that despite financial difficulties, the CRAS has played a crucial role in supporting vulnerable communities, but there is a continuous need for improvements to ensure service effectiveness and quality. The conclusion of the study points to the importance of financial management strategies that promote transparency and efficiency, ensuring that resources are used in a way that maximizes the positive impact on the community. The research also highlights the need for continuous investments in the infrastructure of the CRAS and in the training of professionals, aiming to improve service and ensure that the services provided are adequate to the users' needs.