Hidden Tier of Social Services - Frontline Workers Provision of Informal Resources in Public,

"Introduction This Element addresses a hidden tier of public services: informal practices of frontline workers, with particular attention to the personal resources the workers provide to their clients. These are resources that go above and beyond formal role requirements and are given at the expense of their own capital. Such practices are enacted within the contemporary changing environment in public administration, in which workers are developing new coping strategies"--

List of contents

1. Introduction; 2. Discretion on the frontline in context; 3. General design for exploring the hidden tier of frontline service delivery: Qualitative method; 4. The provision of informal resources in the public sector; 5. Provision of informal resources: Sector comparison; 6. Implications of informal resources: Costs for workers; 7. Conclusions: Challenges in the contemporary provision of social services.

Summary

What do frontline social service providers do during client interactions when they lack adequate formal organizational resources to respond to clients' needs? To answer this question, this Element presents two large-scale qualitative studies of Israeli frontline providers of social services.

Product details

• Authors: Einat Lavee, Einat (University of Haifa Lavee
• Publisher: Cambridge University Press ELT
• Languages: English
• Product format: Paperback / Softback
• Released: 31.08.2022
• EAN: 9781009101370
• ISBN: 978-1-0-0910137-0
• No. of pages: 75
• Series: Elements in Public and Nonprofit Administration
• Subjects: Humanities, art, music > Education > Social education, social work; Social sciences, law, business > Business > Management; BUSINESS & ECONOMICS / Organizational Behavior, Social welfare & social services, Organizational theory & behaviour, Social welfare and social services, Organizational theory and behaviour