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ABSTRACT Interrogating the tension between care and control in the work of social services staff in Belgian immigration detention centres, this article sheds light on the uses of discretion from the perspective of Bourdieu's concept of illusio. I argue that social services staff's use of discretionary power must be understood at the crossroads of their belief in their professional ethos and the power relations within these centres, which enabled them to frame the element of control as something they had to deal with professionally, rather than something to which they contributed. This sheds light on both the uses of discretion as well as on the articulation of care and control in border humanitarianism. [ABSTRACT FROM AUTHOR]

Despite long‐standing recognition in collective memory scholarship that commemorative sites are places of deep cultural meaning, fieldwork evidence collected at the National Mall and Memorial Parks in Washington, DC, suggests that visitors primarily engaged with mnemonic resources in a superficial fashion. This paper explores how interpretive park rangers, who are tasked with engaging the public to discuss the nation's history, nevertheless strived to deliver informational, interpretive services to the visiting public. Findings show that rangers, conceptualized in this paper as street‐level bureaucrats, developed roles and routine lines of action that hinged on how they imagined and constructed their audiences. This paper demonstrates how street‐level bureaucrats variably conceive of their clients at the pre‐interactional stage, thus identifying an underexplored dimension of discretion in frontline service work. Additionally, this paper contributes to collective memory research by contextualizing mnemonic deliberation within contexts of mnemonic agents' workplace dynamics, showing how organizational expectations shape discourses of difficult, contentious histories. [ABSTRACT FROM AUTHOR]

Representative bureaucracy theory has mainly been used to understand how identities related to race, ethnicity, and gender influence how bureaucrats administer public services. Although representation through lived experience has expanded the scope of the theory, this theoretical thread has mostly focused on the perspectives of management. The purpose of this article is to employ lived experience representative bureaucracy theory to understand the influence of first responders' experiences with substance use disorder (drug addiction) on their viewpoints regarding the humanness and deservingness of clients with opioid use disorder. We analyze data from a survey of emergency medical services (EMS)-providers and police officers in the United States (N = 3,500) with ordinary least squares regression and Hayes' PROCESS macro to test for mediation. Results show that indirect and direct lived experiences—respectively, having a family member or friend who has experienced addiction and believing addiction has had a direct impact on respondents' lives—predict increases in client deservingness, mediated by ascribed humanness and driven largely by EMS-providers. However, responding to opioid overdoses—an on-the-job lived experience—is associated with reduced deservingness and ascribed humanness. The study adds to the literature by expanding representative bureaucracy theory beyond race, ethnicity, and gender; broadening representation through lived experience beyond a focus on managers to include street-level bureaucrats; and incorporating concepts from social and political psychology that have yet to be integrated into representative bureaucracy studies. [ABSTRACT FROM AUTHOR]

Bribery and other forms of petty corruption typically arise in bureaucratic encounters and are a common element of the everyday experience of the state in many countries, particularly in places with weak institutions. This type of corruption is especially troublesome because it creates direct costs for citizens when accessing services and benefits to which they are formally entitled. However, only a few studies deal with how situational attributes of bureaucratic interactions create incentives for citizens to pay bribes and opportunities for street-level bureaucrats to demand them. We contribute to filling this gap by providing evidence that administrative burdens increase the chance of bribery. We do so by analyzing the prevalence of (attempted) bribery in more than 63,000 interactions across 20 different types of bureaucratic encounters, ranging from paying taxes to accessing essential services, using multilevel logistic regression analysis. Our study contributes to understanding the possible consequences of administrative burdens and the factors conducive to petty corruption in specific citizen–state interactions. [ABSTRACT FROM AUTHOR]

This study aimed to investigate the reasons of the violent enforcement stereotype of Chengguan. To achieve this objective, 55 semi-structured qualitative interviews were conducted with street vendors, Chengguan staff and the public in 2022 and 2023. The analysis drew upon street-level bureaucracy theory and employed inductive content analysis to thoroughly examine the interview data. The research revealed that the public commonly associates Chengguan with violent enforcement, mainly due to a pattern of violent tendencies and behaviors observed in specific enforcement actions. A deeper analysis indicated that the ambiguous positioning of Chengguan department, the low thresholds of staff recruitment, and the perfunctory accountability of staff dismissal are the root reasons for violent enforcement by Chengguan. Additionally, the negative portrayal of Chengguan in self-media and the reduced effectiveness of traditional authoritative media in conveying objective information have both shaped and entrenched this negative image. This paper extends the application of street-level bureaucracy theory, offering a new perspective and analytical framework to better understand the stereotype of violent enforcement by Chengguan. Moreover, the study presents practical strategies to address or mitigate the negative stereotype. To our knowledge, this work represents a comprehensive and systematic theoretical discussion on the stereotype of violent enforcement by Chengguan, providing significant theoretical insights and practical relevance. [ABSTRACT FROM AUTHOR]

The growing use of digital tools in policy implementation has altered the work of street‐level bureaucrats who are granted substantial discretionary power in decision‐making. Digital tools can constrain discretionary power, like the curtailment thesis proposed, or serve as action resources, like the enablement thesis suggested. This article assesses empirical evidence of the impact of digital tools on street‐level work and decision‐making in service‐oriented and regulation‐oriented organisations based on a systematic literature review and thematic qualitative content analysis of 36 empirical studies published until 2021. The findings demonstrate different effects with regard to the role of digital tools and the core tasks of the public administration, depending on political and managerial goals and consequent system design. Leading or decisive digital tools mostly curtail discretion, especially in service‐oriented organisations. In contrast, an enhanced information base or recommendations for actions enable decision‐making, in particular in regulation‐oriented organisations. By showing how street‐level bureaucrats actively try to resist the curtailing effects caused by rigid design to address individual circumstances, for instance by establishing ways of coping like rule bending or rule breaking, using personal resources or prioritising among clients, this study demonstrates the importance of the continuation thesis and the persistently crucial role of human judgement in policy implementation. [ABSTRACT FROM AUTHOR]

Copyright of Studia Socjologiczne is the property of Studia Socjologiczne and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Street-level bureaucrats shape policy through using discretion in their interactions with citizens and service users in delivering public services. Discretion allows street-level bureaucrats to bridge between public policy and the complex, individual, human situations they encounter. Drawing on insights from feminist institutionalism, this article establishes gender as a relevant analytical category in understanding discretion. We set out three analytical propositions: street-level bureaucrats work in gendered institutional contexts that shape their discretion; street-level bureaucrats are gendered actors, whose discretion is shaped by their individual gendered dispositions; and street-level bureaucrats' discretion has gendered effects. We investigate these propositions through a case study of the early implementation of the classification of misogyny as a hate crime among police forces in England and Wales. In addressing this analytical intersection between street-level bureaucracy and feminist institutionalism, we bring a gendered perspective to street-level bureaucracy, and a focus on how rules are interpreted to feminist institutionalism, forging new ground in public administration. [ABSTRACT FROM AUTHOR]

State authorities in Europe invest immense resources in what the EU insists on calling the ‘fight against illegal migration’. Based on ethnographic research in two German cities, this paper shows that a tough approach towards illegalised migration can only be implemented through state practices that operate at the margins of, or even cross, the boundaries of what is legally permissible. This argument is developed through an analysis of informal practices that frontline staff in registry offices and migration administrations deploy to prevent, or at least disturb, illegalised migrants’ attempts to regularise their status by becoming the parent of child that is entitled to German citizenship. Drawing on the autonomy of migration approach, I use migrants’ struggles within and against Germany’s migration and citizenship regime as an epistemic device to expose three kinds of informally institutionalised counter-tactics of street-level bureaucrats that qualify as unlawfare. The analysis shows that officials, in their attempts to forestall migrants’ practices of self-legalisation, frequently resort to practices that are legally questionable or outright unlawful themselves. Ultimately, not only a tough stance on illegalised migration, but the very production of migrant illegality emerges as contagious as it implicates an illegalisation of state practices. [ABSTRACT FROM AUTHOR]

It is very important to examine street-level bureaucrats who operate closest to the citizens in determining the effects of public policies. It is an unquestionable fact accepted by everyone that street-level bureaucrats, who occupy a very key position in the interaction of high-level bureaucratic and political elites with citizens, fill a very important gap in the public service. These civil servants, who work at the front lines of the public service, have been scrutinized in every aspect over the past 40 years. Street-level bureaucracy, which is the subject of many quantitative studies at local, regional and national levels, has also found its place in theoretical discussions on public administration. The first issue addressed in these studies is the nature, effects, and determinants of the discretion exercised by street-level bureaucrats. Secondly, discussions regarding the roles of street-level bureaucrats within the institution and their hierarchical relations with the bureaucratic elite also occupy a significant place in the literature. Thirdly, there are research articles that discuss the critical role of street-level bureaucrats in the implementation of public policies. In addition to these, fourthly, there are also interdisciplinary articles that contribute to the expansion of the literature. In this study, a schematic review of the street-level bureaucracy literature is made under these four main headings and the most cited studies in the literature are briefly analyzed. [ABSTRACT FROM AUTHOR]

This paper aims to identify the extent to which neurodiverse individuals experience fair representation in public sector organizations in Egypt and the main factors that foster such representation. A systematic qualitative research method was used with data collected through semi-structured interviews with 36 street-level bureaucrats who have the title "general manager." The findings show the underrepresentation of neurodiverse individuals in the Egyptian public sector. Moreover, we consider the three main categories of barriers hindering the active participation of people with neurological conditions in the Egyptian public sector to be as follows: individual barriers (inability to create social dialogue, lower educational level), organizational barriers (neurotypical employees lack the socio-cultural readiness to accept neuro-atypical colleagues, traditional means of recruiting, lack of flexibility of jobs in public organizations) and national barriers (high unemployment rate among neurodiverse individuals in Western countries, discretionary power granted to public employees, slow adoption of the social approach to disability in the Egyptian context). [ABSTRACT FROM AUTHOR]

Policy is not only made by street-level bureaucrats at the frontlines. It is also made by their superiors—street-level managers—who set the organizational conditions through which street-level bureaucrats act. Although scholars have documented how street-level bureaucrats cope with the pressures of their work by, for instance, breaking or bending rules, the question of how street-level managers cope with the pressures of their own work has received less attention. Drawing from ethnographic data of a network of publicly funded health centers in the Midwestern US, I show how street-level managers use an interaction ritual with role distance to cope. Role distance is mobilized when the person uses communicative expressions such as laughter or cries of frustration to convey a critical distance from what her organizational role prescribes. Based on classic sociological insights, I posit that role distance can function as follows. It can help managers preserve self by allowing them to define their putatively "more-human self" from their work, create a feeling of collectiveness as they orient themselves to the shared frustrations yet obligations that their role engenders, which enables them to coordinate on carrying out tasks, even those that rub against their preferences and well-intentions. Taken together, I suggest that role distance can offer a coping function, which enables them to hold in abeyance individual and collective responsibility for the decisions they make. I then highlight the benefits and unintended consequences of role distance and posit what academics and practitioners can do to ensure that street-level managers use role distance toward more productive ends. [ABSTRACT FROM AUTHOR]

Administrative burden research shows that onerous and dysfunctional policy design can have detrimental outcomes among policy recipients. But less is known about the intermediary role played by the street-level bureaucrats who enforce these policies in practice. Using two separate surveys of 775 unemployment benefit recipients and 107 counselors in the Danish unemployment benefit system, I find that recipients report higher levels of administrative burden when served by counselors who themselves experience red tape from the rules and procedures they have to implement. The findings have important policy implications by showing that experiences of frictions among those assigned to convert onerous policies into practice can exacerbate administrative burden among their clients. [ABSTRACT FROM AUTHOR]

The study aims to explore the policy implementation process regarding 2023 Education Vision, a national-based top-down policy document, in the context of Istanbul through the lived experiences of 10 local-level administrators as street-level bureaucrats. This study adopted a qualitative research approach, incorporating phenomenology as the research design. The participants of the study were determined in accordance with criterion sampling. The data was gathered via semi-structured interviews. The researchers used content analysis to analyse the data. In the analysis, researchers reached three themes, which are reflections from the field, priorities, and barriers. Firstly, the findings unveil the contentious perspectives adopted from a great variety of education stakeholders regarding the implementation of this policy document. Secondly, the views of street-level bureaucrats reveal that some areas in the relevant policy document are much more highly prioritized than others and that these priorities are embodied in practice in a variety of ways. Finally, the findings draw attention to the hindrances street-level bureaucrats face regarding the implementation of this policy document. Also, it can be suggested that designing hybrid educational policies in both top-down and bottom-up ways is fundamental for efficiency in street-level policy implementation. [ABSTRACT FROM AUTHOR]

This article develops 'street-level bureaucracy' theory to conceptualise how policy implementation within urban design governance is shared among actors whose role transcends sectoral responsibilities and motivations. It presents case study research with a Scottish local authority which has made a strategic investment in a placemaking policy agenda, including the creation of an influential design review panel of volunteer experts which exemplifies the wider embrace of private capacity within public governance. The paper identifies the distinctive role of design review panel members in street-level implementation, and shows how their discretion is shaped simultaneously by public and private interests. It concludes that understanding and utilising these micro-level processes provides opportunities for conceptualising policy implementation within a neoliberalising urban governance context, and for addressing the implementation gap between the aims of public urban design policy and the realities of delivery. [ABSTRACT FROM AUTHOR]

The article provides and empirically tests an analytical model that considers the relationship between the discretionary power of street‐level bureaucrats (SLBs) and the institutional and organisational structures at meso and macro levels. The proposal maintains a bottom‐up perspective in the analysis of discretionary practices; at the same time, it highlights the relevance of multilevel governance systems as institutional spaces in opening and constraining the room for manoeuvre of SLBs. The analytical model is tested to comparatively analyse the implementation of the Italian guaranteed minimum income (Reddito di Cittadinanza) in two different regional welfare systems. The analysis focused on the practices and perceptions of the "navigators", a new professional group introduced to implement the same policy. The fieldwork pointed out different spaces for and forms of discretion, highlighting that different institutional arrangements affect discretion and the variability of practices; however individual and professional group factors coupled with similar external constraints nuanced this variability with the emergence of common ones. In this article, the analytical model allowed to consider in a comparative perspective how institutional factors, besides individual and professional ones, influence discretion. [ABSTRACT FROM AUTHOR]

Copyright of Journal Public Administration & Social Management / Administração Pública e Gestão Social is the property of Administracao Publica e Gestao Social and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

A comprehensive understanding of the housing situation in California specifically, and the United States generally, cannot be addressed without close examination of the material conditions of the poor and how the actions of public servants charged with implementing and delivering housing regulations and policy affect them and the law. This research focuses on everyday interactions between street-level bureaucrats and homeless residents to examine how and why discretion—the legal authority of government officials to enforce the law—is exercised. This paper argues that factors involved in triggering enforcement and criminalization are highly influenced by local political dynamics which are shown to play a role in the discretionary decision-making process of those on the frontlines of homelessness in Orange County, California, and ultimately nullifying important precedent aimed at protecting the constitutional rights of the unhoused. [ABSTRACT FROM AUTHOR]

Purpose: The study compares the social services functioning in two local contexts, one urban and one rural, in the same Italian region, to understand how contextual features affect frontline workers' work. Design/methodology/approach: By applying the framework of the street-level bureaucracy theory (SLB) and proposing a framing of the spatial contexts under analysis, the present study adopts a qualitative approach. In particular, semi-structured interviews were conducted among street-level workers, decision-makers and privileged witnesses. Findings: The study shows how the typical features of the rural and urban Italian contexts analyzed impact differently on the working conditions of frontline workers, leading to substantive differences in the possibility of exercise their role at the street-level. Originality/value: The article contributes to a wider understanding of social services provision in a highly fragmented system like the Italian one by taking into consideration contexts that are usually little investigated in SLB and welfare studies in the Mediterranean Europe area: those rural and, in particular, those belonging to the so-called "inner areas". [ABSTRACT FROM AUTHOR]

Purpose: The institutional conditions of primary care provision remain understudied in low- and middle-income countries. This study analyzes how primary care doctors cope with medical uncertainty in municipal clinics in urban India. As street-level bureaucrats, the municipal doctors occupy two roles simultaneously: medical professional and state agent. They operate under conditions that characterize health systems in low-resource contexts globally: inadequate state investment, weak regulation and low societal trust. The study investigates how, in these conditions, the doctors respond to clinical risk, specifically related to noncommunicable diseases (NCDs). Design/methodology/approach: The analysis draws on year-long ethnographic fieldwork in Pune (2013–14), a city of three million, including 30 semi-structured interviews with municipal doctors. Findings: Interpreting their municipal mandate to exclude NCDs and reasoning their medical expertise as insufficient to treat NCDs, the doctors routinely referred NCD cases. They expressed concerns about violence from patients, negative media attention and unsupportive municipal authorities should anything go wrong clinically. Originality/value: The study contextualizes street-level service-delivery in weak institutional conditions. Whereas street-level workers may commonly standardize practices to reduce workload, here the doctors routinized NCD care to avoid the sociopolitical consequences of clinical uncertainty. Modalities of the welfare state and medical care in India – manifest in weak municipal capacity and healthcare regulation – appear to compel restraint in service-delivery. The analysis highlights how norms and social relations may shape primary care provision and quality. [ABSTRACT FROM AUTHOR]

Purpose: Village health volunteers are community health volunteers in Thailand that have helped the government deliver public health services for many years, particularly during the coronavirus disease 2019 (COVID-19) pandemic. Though labeled as "volunteers," the village health volunteers are recruited, trained and supervised in a manner similar to how a government agency recruits, trains and supervises its street-level bureaucrats (SLBs). This study examines the two factors that affect how these street-level quasi-bureaucrats use their professional discretion: transformational leadership and public service motivation (PSM). Transformational leadership means a leadership style that develops, shares and sustains a vision to elevate SLBs to higher levels of performance, while PSM is defined as an SLB's predisposition to make a difference by working in the public sector with a sense of calling. This study attempts to analyze the mediating role of psychological empowerment in the relationship between transformational leadership, PSM and professional discretion. Design/methodology/approach: The paper uses a three-wave survey-based quantitative method to avoid common method biases. This method provides evidence gathered from 105 subdistrict health promotion hospitals and 798 village health volunteers (VHVs) in five provinces in Thailand. Findings: PSM and transformational leadership influence the village health volunteers' use of professional discretion indirectly through the psychological empowerment mechanisms that make them feel positive toward their village health volunteer role and responsibility. The authors' findings suggest that the hospital directors' transformational leadership induces the village health volunteers' use of professional discretion by making them feel competent to do their work and feel fulfilled and valuable about their work. Similarly, the village health volunteers' PSM leads them to use professional discretion by making them feel fulfilled and valuable and by convincing them of the social and community impact of their work. Research limitations/implications: While existing research focuses on VHVs' role in alleviating capacity constraints on the health care system, this study revealed an equally important role played by hospital directors. These directors' transformational leadership was instrumental in enhancing VHVs' psychological empowerment – particularly their perceptions of the meaning of their work and their competence – that ultimately enabled them to use professional discretion in their work. This study also highlighted the importance of VHVs' PSM, which leads to their use of professional discretion via the meaning and impact dimensions of psychological empowerment. Based on this study, PSM should also be incorporated into the community health volunteers' recruitment criteria. Also, public health agencies should consider including transformational leadership in the hospital directors' training programs and their promotion criteria. Practical implications: As VHVs' high-PSM level was found to enhance their professional discretion, the process of recruiting ordinary citizens to serve as community health volunteers should incorporate assessment of the candidates' PSM. Also, the Ministry of Public Health should design and assign tasks that citizen volunteers, particularly VHVs, consider meaningful and at which they feel competent. Social implications: Aside from technical training, directors of the subdistrict health promotion hospitals should regularly receive soft skill training (i.e. leadership training) and transformational leadership characteristics should be included in the government criteria for promotion. Originality/value: While past research has examined the impact of other leadership styles on psychological empowerment, this study took a further step by examining the mediating effects of psychological empowerment on the relationship between transformational leadership and professional discretion among VHVs. The authors analyzed the mechanism linking PSM to the VHVs' professional discretion. In addition, by examining the relative importance of different dimensions of psychological empowerment, this study offers a nuanced understanding of the psychological processes by which transformational leadership and PSM shape the SLBs' use of professional discretion in their work. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to investigate how institutional and organisational factors affect case management of patients with mental disorders by GPs in Italy and Spain. The paper highlights the importance of improving the effectiveness of primary care to ensure easy access to mental health services, which is crucial in responding to the increasing incidence of mental disorders and preventing negative outcomes. Design/methodology/approach: This article details a qualitative research study that examines the management of patients with mental disorders by general practitioners (GPs) in Italy and Spain, using cross-national comparison and in-depth interviews with GPs as research methods. Findings: The study revealed that Italian self-employed GPs have more scheduling autonomy than Spanish Health Centre GPs. Both face high work pressure and resource scarcity, highlighting the need for targeted training. The COVID-19 pandemic led to a rise in phone consultations. Originality/value: This study provides novel insights into mental health management by examining the case management of patients with mental disorders by GPs in Italy and Spain, with a focus on the impact of institutional and organisational factors. The cross-national comparison and in-depth interviews enhance the originality of the study, offering a nuanced understanding of the constraints faced by GPs in their work context. Furthermore, the comparison of the similar primary care frameworks of Italy and Spain may offer insight into their evolution. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this article's research was threefold. Firstly, it aimed to investigate how social services professionals coped during the pandemic period by comparing their involvement in five different national contexts. Secondly, it analysed how these professionals have performed their duties according to the street-level bureaucracy theory. Finally, the third question examines social workers' strategies to guide their professional role when they may have had more discretion in their actions. The research also examined whether discretion has increased during this phase and, if so, how it has been exercised. Design/methodology/approach: This article is based on the findings of the project called "Theory and Practice of Social Work in the World in Times of Pandemic", which was funded by the International Association of Schools of Social Work (IASSW). The project involved 11 universities across five countries in Europe and Latin America, including Argentina, Brazil, Italy, Spain and Sweden. The research was conducted over 24 months to analyse the practices and measures taken to protect vulnerable people by adapting social services during the extraordinary period of the pandemic. In addition, the research explored how the awareness of emergency arose among social workers and how it influenced the services delivered from the perspective of the street-level bureaucracy theory. In different countries, the level of resourcefulness of services has varied based on their recognition of the severity of the pandemic and the impact of the government's narratives. In some cases, these narratives have been conspiratorial or even anti-scientific. Additionally, there has been a reduction in the distance between professionals and clients, increased inequalities in access to services and a positive reassessment of the potential of new professional tools, such as digital social work, in establishing a trusting relationship. Findings: As revealed in the interviews, the elements shaping this high degree of discretion among social workers can be classified into three levels: macro- and micro- (Saruis, 2015) plus a meso-level. Each level has four significant aspects. At the macro-level, these are legislation, public information, large associationism and integration of the social services-health system. At the meso-level, these are interpretations of role performance by managers technical equipment, self-organization and community action. The micro-level pertains to personal and family situations, emotions, ethics and social workers' direct relationships with those in charge. Research limitations/implications: This study investigated how social workers responded to the Covid-19 pandemic. The data gathered sheds light on their understanding of the situation, as well as the differences in experiences across the five countries studied. However, it is essential to note that the findings may not apply to all situations or countries. Nevertheless, this research serves as a stepping stone for future studies to delve deeper into the results and explore them in greater detail. Practical implications: The study highlights the crucial role of social workers as street-level workers in managing, negotiating and creating meaning in the interaction between professionals and the people they serve. This is especially relevant in Latin America. Additionally, the study emphasizes the significance of social workers as policy actors and the political nature of social work practice. The findings also underscore the importance of effective communication and collaboration between social workers, their teams and the organizations they work for. The sources cited in the study are Barberis and Boccagni (2014) and Cuadra and Staaf (2014). The research has also underscored the potential of social service workers to build networks and cooperate. Such networking can play a vital role in implementing their acquired knowledge. The study has, therefore, emphasized the importance of social workers being an integral part of the societies they serve. They need to continuously enhance their communication skills, using all the necessary tools to gain a comprehensive and updated understanding of the evolving needs of their clients. Integrating digital social work as a mode of service provision has emerged as a crucial aspect, especially in the three European countries observed. This approach has demonstrated its potential and is expected to continue being a part of services to some extent, even after the return to normalcy. However, it is essential to ensure that the accessibility and proximity of services are not compromised in any way. Social implications: An unexpected result was observed during the research: the pandemic circumstances have led to valuable reflections. These reflections can help in rethinking and recreating social services. Social workers have been given a unique opportunity to return to the essence of their profession and develop less bureaucratic and more humane ways of working. This experience has also enabled them to recover a closer relationship with the people they serve. To sum up, this study emphasizes that social workers, when given more leeway in their work, rely on cultivating and upholding relationships with other professionals, organizations and stakeholders to stay connected with the community they serve. This is crucial for ensuring the delivery of effective and sustainable social services. Originality/value: The research employed a thematic analysis approach (Bazeley, 2007) to identify themes related to the concept of consciousness as derived from the field experiences of social workers. Additionally, an in-case and cross-case analysis method (Fereday and Muir-Cochrane, 2006) was used to connect themes related to individual experiences with those gathered from the overall experiences. [ABSTRACT FROM AUTHOR]

Purpose: The paper aims to analyse the meaning and extension of discretionary power of social service professionals within network-based interventions. Design/methodology/approach: Empirically, the paper is based on a case study of a network-based policy involving private and public organisations in the Northeast of Italy (Province of Trento). Findings: The paper identifies netocracy as a social policy logic distinct from bureaucracy and professionalism. What legitimises netocracy is neither authority nor expertise but cooperation, the activation of connections and involvement, considered "good" per se. In this framework, professionalism and discretion acquire new and problematic meanings compared to street-level bureaucracy processes. Research limitations/implications: Based on a case study, the research results cannot be generalised but pave the way to further comparative investigations. Practical implications: The paper reveals that the position of professionals in netocracy is to some extent trickier than that in a bureaucracy because netocracy seems to have the power to encapsulate them and make it less likely for them to deviate from expected courses of action. Originality/value: Combining different literature streams – street level bureaucracy, professionalism, network organisations and welfare governance – and building on an original case study, the paper contribute to understanding professionalism in welfare contexts increasingly characterised by the combination of bureaucratic, professional and network logics. [ABSTRACT FROM AUTHOR]

Studying asylum adjudication in Switzerland, this article investigates how front-line practitioners in street-level organizations (SLOs) effectively exercise collective rulemaking power when they engage in construction of procedural rules, known as "asylum practice" rules. Asylum practice rules aim at standardizing decision-making by defining which profiles can be protected or not, according to each country of origin. These rules potentially influence individual discretion and refugee status determination by shaping which decisions street-level adjudicators perceive as possible according to asylum seekers' motives, situation and country of origin. The article argues that, in the context of a judicialized asylum policy, the development of asylum practice rules is part of a strategic and adversarial game with the legal defense of refugees and the court reviewing asylum appeals to interpret asylum law and determine its specific applications. [ABSTRACT FROM AUTHOR]

Swedish welfare organisations have a long history of promoting gender equality and inclusivity, involving implementation of more gender‐inclusive language (e.g., non‐gendered terminology). This study analysed the use of non/gendered expressions at the Swedish Social Insurance Agency, as state policy is realised in conjunction with personalised service in textual interaction in screen‐level bureaucracy. We drew on conversation analysis and membership categorisation analysis to analyse 378 email interactions between clients and social insurance officers, focusing on gendered institutional terminology and gendered person references. The findings suggest that social insurance officers avoided a heteronormative language, in line with Swedish official public language policy, but that a gender‐neutral language may come at the cost of formality, standardisation, and de‐personalisation. The study brings new knowledge on the ways in which street‐level bureaucrats manage responsiveness and standardisation in digital text‐based interaction with clients. [ABSTRACT FROM AUTHOR]

It is an intrinsic feature of many public agencies that they are dependent on street- level bureaucrats making important decisions regarding their clients. While some have claimed that such decisions are in danger of being corrupted by the bureaucrats’ discretionary powers, Lipsky argued that this discretion was necessary for the proper implication of social policy. However, the digitalization of government has altered the way in which many public servants reach their decisions. For instance, Bovens and Zouridis have argued that digitalization limits or removes bureaucrats’ processional discretion when making decisions, which can have a negative effect on public services. While decisions are singular events, the process of reaching them is complex and drawn out over time. Therefore, the purpose of this article is to explore the process of decision-making in a public service context, and how digitalization has impacted caseworker discretion. The context of this study is the Norwegian child welfare service, where we have conducted focus group interviews with 26 caseworkers. Our analyses of the decision-making process uncovered several points in which digitalization has increased the need for caseworker discretion, i.e., an increased availability of caseworkers, information gathering and the admissibility of private information online. Our study demonstrates how even though digital technology such as social media presents new opportunities for information gathering, it also poses a danger for the creation of discriminatory practices toward citizens that could negatively affect the quality of service provision. Furthermore, conceptually deconstructing the decision-making process was beneficial to understanding how digitalization impacts different aspects of the case- handling process. [ABSTRACT FROM AUTHOR]

Police units worldwide are going through a three-generational technological shift: from "street" to "screen" to "system" technologies. This paper focuses on how these digital shifts shape police officers' perceptions. First, concerning the change from "street" to "screen" police, it focuses on how it changes police officers' perceptions of discretion and burnout. The shift from "screen" to "system" policy focuses on how perceptions towards "screen" technologies shape the receptivity of "system" technologies. We address these questions using a mixed-method approach to analyze Brazilian police officers' shift from the Military Police to the Environmental Military Police. Findings suggest that changing from "street" to "screen" police reduces burnout and limited discretion among police officers. Moreover, usefulness in achieving professional goals and perceptions of monitoring via "screen" technology predict receptivity to "system" technology. We conclude that street-level bureaucrats' perceptions of technological shifts are essential to acknowledge when planning and implementing such changes. [ABSTRACT FROM AUTHOR]

Design and delivery of public services in the global south remain woefully understudied. This is especially the case with newly institutionalized regions enmeshed in economic, social, and security challenges. Public administration literature recommends that regions facing wicked problems must rely on effective governance but offer little insight into the specificities of the problems faced by implementers and the prevailing means to tackle them. In this exploratory qualitative study, we focus our attention on studying governance in the understudied context of the tribal areas in the mountainous northwestern regions of Pakistan. We apply Lipsky's street-level bureaucracy framework to learn how frontline public employees working in these regions cope with the identified challenges of political interference and resource scarcity. Our findings demonstrate that public employees in the former tribal regions of Pakistan bend and break rules, engage in corruption, and shirk responsibilities to cope with challenges and meet performance expectations. The findings underscore the need for more contextualized institution-building such that frontline public workers are more answerable to citizens than to those who undermine the democratic imperative of these critical public infrastructure projects. [ABSTRACT FROM AUTHOR]

Countries are increasingly looking to 'digitalise' how public services are delivered, with welfare‐to‐work and public employment services being key sites of reform. It is hoped that digitalisation can achieve efficient, effective, and targeted services for those in need and there is now a growing body of research on both the opportunities and pitfalls associated with this transition to digital welfare states. However, as a concept, 'digitalisation' remains ambiguously defined, hindering understanding of the distinct ways that discrete technological innovations are reshaping citizens' access to social protection and the role of street‐level discretion in welfare administration. Drawing on interviews with expert informants from three countries pioneering digital reforms, this study aims to better understand what digitalisation entails for the delivery of activation. We identify three discrete modes of 'digitalisation' in welfare‐to‐work programmes: virtual engagement (remote activation), transactional automation (self‐activation), and digital triaging (targeted activation). Far from digitalisation heralding the automation and curtailment of frontline discretion, the different modes reshape frontline delivery and citizens' access to social protection in specific ways. [ABSTRACT FROM AUTHOR]

In the decentralized Swedish school system, the local education authority (LEA) level has an important position when it comes to school governance. This article takes a micro-level perspective on principals' perceptions of autonomy and control as they navigate local school administration in their front-line work in low – socio-economic status (SES) communities. The point of departure is taken in a multidimensional understanding of principal autonomy and street level bureaucracy. Empirical data consist of group conversations among principals, all of them working in a highly segregated Swedish city. The analysis shows that the principals perceive local school administration to be dominated by uniformity expressed through digitalization and specialization lacking contextual adaption. This orientation gives the principals a sense of local school administration being controlling and non-supportive. In addition, lack of adaption to the specific conditions of the low-SES community context tend to increase the principals' workload and further restrict their autonomy. To cope with the situation and still deliver the education the students are entitled to, the principals act pragmatically in an innovative way. Based on contextual awareness they delay demands, deviate from routines and come up with alternative solutions, hence expanding their autonomy and intensifying their professional judgement. [ABSTRACT FROM AUTHOR]

The study of street-level bureaucracy has been dominated by research from the Global North. Mainstream conceptualizations are, therefore, based on observations from institutional contexts that may vary significantly from the working conditions of frontline workers elsewhere. This article takes stock of the growing body of literature on street-level bureaucracy in weak institutional contexts and brings together relevant insights from comparative political science and public administration into a coherent analytical framework. We identify four institutional factors that shape frontline working conditions and three behavioral patterns in frontline worker agency. These patterns in frontline agency – ranging from policy improvisation to informal privatization – can be understood as an institutional waterbed effect caused by institutional deficiencies, such as resource scarcity and accountability gaps: if the complexity of public service provision is not tackled at the institutional level, it is pushed towards the street-level where frontline workers cope with it in highly diverse ways. Points for practitioners Frontline workers in weak state institutions are commonly faced with highly precarious working conditions. If the structural preconditions for policy implementation and rule enforcement are unresolved, these complexities are pushed towards frontline workers that cope with them through informal privatization, policy improvisation, or alienative commitment focused on mere job survival. Frontline agency is an indispensable factor for understanding the selective and often distributive nature of service delivery and rule enforcement in the Global South. [ABSTRACT FROM AUTHOR]

Hierarchical accountability often proves insufficient to control street‐level implementation, where complex, informal accountability relations prevail and tasks must be prioritized. However, scholars lack a theoretical model of how accountability relations affect implementation behaviors that are inconsistent with policy. By extending the Accountability Regimes Framework (ARF), this paper explains how multiple competing subjective street‐level accountabilities translate into policy divergence. The anti‐terrorism "Prevent Duty" policy in the United Kingdom requires university lecturers to report any student they suspect may be undergoing a process of radicalization. We ask: what perceived street‐level accountabilities and dilemmas does this politically contested policy imply for lecturers, and how do they affect divergence? An online survey of British lecturers (N = 809), combined with 35 qualitative follow‐up interviews, reveals that accountability dilemmas trigger policy divergence. The ARF models how street‐level bureaucrats become informal policymakers in the political system when rules clash with their roles as professionals, citizen‐agents, or "political animals." [ABSTRACT FROM AUTHOR]

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Research on street-level bureaucracy has burgeoned since Michael Lipsky published his seminal book on the topic in 1980. Yet little effort has been made to comprehensively overview this stream of research. This study undertakes a systematic literature review on street-level bureaucracy in the field of public administration. Our analysis confirms that street-level bureaucracy is a centrally important and ever-popular topic in public administration, but more as a setting or context for research rather than as a primary research topic. We also find that researchers tend to interpret street-level bureaucrats' behaviours differently based upon their disciplinary frame of reference. [ABSTRACT FROM AUTHOR]

Internationalization has become an indispensable part of universities worldwide. Since the 1990s, various research has been conducted with those often seen as the main stakeholders of universities, namely administrators, academics, and students. However, the leading implementors of internationalization and especially mobility programs, international office professionals (IPs), are rarely considered by research. In this study, qualitative research was conducted through 36 semi-structured interviews with IPs in Poland and Turkey. The results revealed that IPs have several professional and institutional challenges. While the professional challenges include diversified responsibilities, incoming students' problems, and communication difficulties with the young generation; institutional challenges are mainly associated with administrative issues like lack of participation in decision-making, temporarily appointed leaders, and lack of academic support. Additionally, in this study, IPs were referred to as street-level bureaucrats as the main contact with the beneficiaries of internationalization. The research revealed that IPs use a high level of discretion in practice. This paper presents examples of how to structure internationalization policies so that the IPs use their power of discretion in a positive way, contributing to policy implementation. Therefore, this paper aims to provide a roadmap for the practical implementation of internationalization and mobility programs in universities. [ABSTRACT FROM AUTHOR]

Based on the street-level bureaucracy theoretical approach developed by Michael Lipsky (1980, 2010), the article analyzes the collaboration practices between public social services operators and third sector operators considering them more generally as street-level workers. The aim is to understand how, through the exercise of their discretion and through the strategies implemented, they horizontally compensate the structural lack of resources typical of the work context in which they operate. By putting the concept of street-level organizations to the test (Brodkin 2011b), the study tries to take a step forward by inviting us to reflect in terms of «street-level system». The qualitative analysis conducted is based on three Italian local case studies, all belonging to the same Umbrian regional context, investigated through the instrument of semi-structured interviews to public and third sector operators, in this case the local Caritas selected for the study. Taking into consideration also contexts usually neglected by studies of this type, the article aims to shed light on the practical functioning of local social services systems and how they are, ultimately, the result of collective actions within the street-level. [ABSTRACT FROM AUTHOR]

This study analyzes how adverse working conditions shape frontline workers' behavioral and cognitive coping mechanisms. It builds on the idea of frontline work as a precarious profession and explores how workers deal with associated challenges. Specifically, evidence is provided for factors associated with alienative commitment among frontline workers. We do so against the background of the 2020–2021 Mexican and Brazilian pandemic response by health workers, social workers, and police officers. Findings from our qualitative analysis show that they feel abandoned, vulnerable, and left to deal with the risks of the pandemic by themselves. In response, they tend to cognitively disconnect from their work and prioritize their own job survival. We contribute to the literature by showing how institutional factors over which street‐level bureaucrats have little control, such as resource scarcity, lack of job security and managerial support, and low trust by citizen‐clients, are fertile conditions for these coping patterns. [ABSTRACT FROM AUTHOR]

This article takes an in-depth look at caseworkers at the European Union Asylum Agency in Greece. The agency's increased role in asylum case processing and the emergence of the called "integrated European administration" is an unusual but nevertheless critical case to study for scholars of European asylum bureaucracies. Previous research into member state's national migration authorities has shown that discretionary decision-making is widely deployed by asylum caseworkers. Generally, street-level bureaucrats tend to 'reinterpret' policy and creatively make use of the legal framework of the Common European Asylum System in order to make their day-to-day operations run more smoothly and resolve ethical dilemmas. However, this article finds that in the case of the European Union Asylum Agency, the compartmentalized institutional arrangement and short-term contracts removes both the incentive and ability for caseworkers to creatively reinterpret policy and deploy discretionary practices. It is therefore argued that scholars of asylum bureaucracy in Europe must pay increased attention to how the bureaucratic configuration of migration authorities. [ABSTRACT FROM AUTHOR]

This article analyzes the coexisting meanings, interpretations and functions underlying the varying uses of immigration detention in Swiss cantons. The authors argue that cantonal immigration bureaucracies decide on administrative detention according to different and intertwined implementation rationales, revealing varying functions and reasonings which shape its uses in practice. This highlights the significant variation in subnational policies and practices with regards to immigration detention within a single federal country, depending on these rationales and the cantonal contexts. The cantonal discretionary implementation of the same legal norms leads to various cantonal policies, resulting in different numbers and profiles of persons detained. [ABSTRACT FROM AUTHOR]

Policy implementation in public frontline service organizations is characterized by tensions between old and new institutional configurations. This study explores how frontline supervisors handled tensions when implementing a disruptive activation service intervention in local Norwegian Labor and Welfare Administration agencies. The empirical analysis is based on in-depth interviews and ethnographic fieldwork in two frontline organizations from 2017 to 2018. The study identifies three main strategies that supervisors enacted to handle tensions surrounding the intervention: legitimating, interpreting, and shielding. The findings highlight the specific activities through which frontline supervisors contribute to policymaking in the frontline. [ABSTRACT FROM AUTHOR]

Purpose: Concerning the decision-making of frontline bureaucrats, research has suggested that caseworkers take into account a broader range of legal, organisational, professional and personal aspects. Their decision-making can offset social rights, when it neglects policy goals, but it can support social rights if the decisions consider clients' perspective. Design/methodology/approach: Based on a factorial survey experiment with 197 Viennese caseworkers of the employment service, the caseworkers were asked how likely they would be to refer nine different typical clients to the introductory session for the programme "Women into Technical and Craft Professions", whereby different dimensions were altered to grasp regulations and clients' perspective. Findings: In the multilevel analysis, the interest of the clients in a technical-educational programme demonstrates the strongest positive effect, which complies with the programme's political intention. Other pertinent criteria may support clients' interests and the organizational performance goals, but neglect clients' position, when they counteract performance goals. Primarily, caseworkers do what they must and follow mandatory and performance criteria. Research limitations/implications: On the caseworker's level, further research should aim to reach larger samples. Furthermore, the impact of performance goals on caseworker's decision making has to regard different professional groups beside personnel and labour market experts. Practical implications: The findings suggest that a focus on the micro-level is needed to evaluate the impact of social policies. The practitioner's position is crucial to juggling legal goals and client's need. Social implications: Performance goals ought to better reflect social rights on a broader scale. Originality/value: This article provides new evidence on the level of discretion caseworkers execute. [ABSTRACT FROM AUTHOR]

This article analyzes a learning experience in Brazil that combined traditional lectures and experiential learning inspired by ethnographic research. It innovates by applying the experiential learning cycle to the theme of street-level bureaucracy (SLB) in a highly unequal context. The main objectives are to discuss the challenges of teaching SLB, report on the course structure, and discuss the findings taken from the student's assessment of the course. We evaluated three dimensions of learning outcomes – affective, knowledge, and skills-based – using a short questionnaire and focus groups. We found that students experienced the course differently depending on their professional background. Students with academic profiles particularly benefited from the increase of their teaching repertoire. Overall, they were highly motivated, applied the SLB framework to their research projects, and engaged in long-term activities related to the theme. [ABSTRACT FROM AUTHOR]

This study tests the hypothesis that the role identity of street-level bureaucrats is related to variation in their discretionary decisions in relation to the behavior of citizen-clients. The study draws on crosssectional survey data on 465 officers from prisons in Denmark. Results from the study show a negative correlation between prison officers role identity as formalistic (state-agent) and the likelihood of differentiating in response to citizen-clients' behavior. Correspondingly, the results shows a positive relationship between informal rule identification (citizen-agent) and differential responses against citizen-client behavior. The findings indicate a causal relationship between street-level bureaucrats' role identity and their discretionary decisions. [ABSTRACT FROM AUTHOR]

How do frontline judges perceive managerial reforms, and how do they cope with them? We relied on concepts from street-level bureaucracy to systematically review the effects of managerial techniques on frontline judges in 35 studies. We find that judges' attitudes toward managerialization are more heterogeneous than might be anticipated. Beyond facing an increasing caseload, judges are pressed to reduce treatment times and costs as well as to play managerial roles. Judges' mechanisms to cope with pressures include rationing, prioritizing, and routinizing. While managerialization is a solution to the increasing caseload, it might well affect the quality of justice. [ABSTRACT FROM AUTHOR]

Research characterizes public assistance programs as stigmatizing and stressful (e.g., psychological costs) but obscures differences across programs or the features of policy design that contribute to varied bureaucratic encounters. Using 83 interviews with Supplemental Nutrition Assistance Program (SNAP), Special Supplemental Nutrition Program for Women, Infants, and Children (WIC), and Medicaid beneficiaries, and 60 interviews with staff from those programs, we examine how people differentiate their experiences across programs. We find that WIC staff members describe the program as facilitating, rather than constraining, personal interactions with clients. In contrast, SNAP and Medicaid workers report pressure to process clients expeditiously and accurately, leading several caseworkers to express frustration and suspicion of the information provided by recipients. WIC participants in all three programs described positive, supportive interactions with WIC staff and viewed the program as a source of social support. In contrast, participants reported stigmatizing encounters with SNAP and Medicaid staff and inaccessible caseworkers. [ABSTRACT FROM AUTHOR]

Client violence in social work is a workplace problem in Sweden and internationally. Frontline workers in public agencies have the discretion to decide how they deal with clients to cope with challenges like violence and threats. The coping methods may favour some clients while disadvantaging others. Ultimately, the coping practices may become de facto policy, which may not match official organisational policy. This article explores coping methods statutory social workers use to manage violence and threats in their day-to-day dyadic interactions with clients. The article is based on qualitative interviews with social workers (n = 19) who, according to their perception, were victims of client violence. Theory on street-level bureaucracy and frontline workers' discretion is used. Based on thematic analysis, the results show that social workers draw from four groups of coping methods depending on their moral and normative dispositions. These include (1) the forced helper, (2) the compassionate helper, (3) the distanced helper, and (4) the authoritarian helper. Social workers oscillate between different dispositions depending on situational needs, striving to find the appropriate balance between helping and controlling clients. Studying social workers' day-to-day dyadic interactions with clients highlights how coping methods could shape social work policy and practice. [ABSTRACT FROM AUTHOR]

This paper analyzes how labor inspectors deal with ambiguous legal boundaries between those who can and who cannot be identified as a labor exploitation victim. Street-level bureaucracy research has largely overlooked how frontline officers deal with victims. We combine the street-level bureaucracy framework with insights from symbolic interactionism and criminology about 'ideal/iconic victims' to explain how inspectors use heuristics based on societal norms about victimhood to deal with legal ambiguity when dealing with potential labor exploitation cases. Using qualitative vignette studies in Belgium and the Netherlands, our results show that the perceived vulnerability and blamelessness of employees have a crucial role in inspectors' assessment of who is and is not a labor exploitation victim. More specifically, migrant workers are seen as more vulnerable than native workers, particularly if they are female, and perceived complicity of social fraud reduces the chance that workers are seen as exploitation victims. Furthermore, also perceived employer characteristics have a role in case assessment. Our findings thus show that within the context of legal ambiguity, labor inspectors use stereotypical societal victim perceptions as heuristics, which can result in legal uncertainty and the risk that those suffering exploitations do not receive the support they need. [ABSTRACT FROM AUTHOR]

The coronavirus disease 2019 (COVID-19) pandemic affected the homeless serving sector in significant ways, including impacts on service users and service providers. In this qualitative case study from Ottawa, Canada, we conducted 28 semi-structured interviews with service providers and key informants from the homeless serving sector to learn more about responses to the pandemic. We argue that, as it is currently designed, the homeless serving sector had limited opportunity to respond to the combined crises in housing, overdose, and COVID-19 with a transformative agenda. The article draws on Dej's (2020) concept of the homelessness industrial complex, which argues that current systems manage and sustain rather than end homelessness. And we use Lipsky's (1969; 1980) notion of street-level bureaucracy to explore the role of service providers as they translated shifting public health guidelines into action on the ground within contexts of ambiguity and constraint. Service providers were tasked with keeping people safe from COVID-19 while managing broader social issues such as homelessness, food insecurity, mental health challenges, and an increasingly poisoned illicit drug supply. They described challenges such as narrowly directed funding and short-term and temporary solutions to homelessness. Staff faced significant occupational stress and burnout within demoralizing contexts (Kerman & Kidd, 2021; Kerman et al., 2022). Despite new partnerships and innovative approaches that emerged, responses to the pandemic in Ottawa were shaped by the homelessness industrial complex and did not significantly contribute to ending homelessness. Even so, public health measures were able to disrupt business as usual in the sector, sparking the question: what might be possible if homelessness comes to be understood as a public health crisis? [ABSTRACT FROM AUTHOR]