Program

11:30	Rikke Kolding (Aarhus University, Denmark) Mathilde Cecchini (University of Southern Denmark, Denmark) Trust in expertise or trust in the person? Exploring the relationship between profes-sional and personal citizen trust in frontline interactions (abstract) PRESENTER: Mathilde Cecchini
11:52	Sohad Amaria (University of Haifa, Israel) Einat Lavee (University of Haifa, Israel) Revisiting Emotional Experiences in Citizen Encounters with Street-Level (abstract) PRESENTER: Einat Lavee
12:14	Hanna Carlsson (Radboud Universiteit, Netherlands) Monique Kremer (Universiteit van Amsterdam, Netherlands) Ludo Glimmerveen (Vrije Universiteit Amsterdam, Netherlands) Encountering the State in a Marketized Long-Term Care System: Institutional Distrust and Citizen Coping Strategies (abstract) PRESENTER: Hanna Carlsson
12:36	Mariella Falkenhain (Institute for Employment Research (IAB), Germany) Impasse or productive friction? Refugees’ welfare state encounters from a life course perspective (abstract)

11:30-13:00 Session 4B: STREAM 2.1 The Promise of AI for SL Work: AI-use and administrative discretion

Chair:

Marie Østergaard Møller (Aalborg University, Denmark)

Location: 2.1.042 (main floor)

11:30	Janne Petroons (KU Leuven, Belgium) Taking Care of Due Care: AI in Social Assistance Eligibility Assessments (abstract)
11:52	Oliver Ranneries (CBS, Denmark) From Documenting to Editing: How AI Transforms Documentation and Discretion in Frontline Work (abstract)
12:14	Justine Marienfeldt (University of Potsdam, Germany) Sabine Kuhlmann (University of Potsdam, Germany) Continuation or reconfiguration? AI and the future of street-level bureaucracy (abstract) PRESENTER: Justine Marienfeldt

11:30-13:00 Session 4C: STREAM 9.1 Frontline Work in the Era of Digitalisation

Chair:

Ray Griffin (South East Technological University, Ireland)

Location: 1.001 (Conference hall)

11:30	Trine Tornfeldt Sørensen (Aalborg University, Denmark) Tanja Dall (Aalborg University, Denmark) Towards a conceptualization of relational engagement in digital social work. An integrative and generative literature review (abstract) PRESENTER: Trine Tornfeldt Sørensen
11:52	Tafadzwa Karuma (Twente University, Netherlands) Caroline Fischer (Kassel University, Germany) Anke Lenferink (Twente University, Netherlands) Adapting to change: How frontline healthcare professionals respond to digital technologies (abstract) PRESENTER: Tafadzwa Karuma
12:14	Nora Germundsson (Stockholm University, Sweden) Teresa Ceratto-Pargman (Stockholm University, Sweden) Cormac McGrath (Stockholm University, Sweden) Flipping the Script: Representations of Professional Social Work Decision-Making in Swedish AI Policy (abstract) PRESENTER: Nora Germundsson
12:36	Alberta Andreotti (Università degli Studi di Milano-Bicocca, Italy) Giuseppe Gargiulo (Università degli Studi di Napoli Federico II, Italy) Giustina Orientale Caputo (Università degli Studi di Napoli Federico II, Italy) Federico Razetti (Università degli Studi di Milano-Bicocca, Italy) Where the Algorithm Lands. Discretion and Local Context in Digital Profiling Systems: Evidence from Two Italian Regions (abstract) PRESENTER: Federico Razetti

11:30-13:00 Session 4D: STREAM 5.1 Knowledge Mobilization among Street-level Bureaucrats

Chair:

Anne Mette Møller (Department of Organization, Copenhagen Business School, Denmark)

Location: 3.084A (3rd floor)

11:30	Manou Gomlich (ESSB - Erasmus University Rotterdam, Netherlands) Mark van Ostaijen (ESSB - Erasmus University Rotterdam, Netherlands) Agnieszka Kanas (ESSB - Erasmus University Rotterdam, Netherlands) Who is meeting where? Mobilizing spatial knowledge to understand local complexities in street-level work (abstract) PRESENTER: Manou Gomlich
11:52	Andreas Asplén Lundstedt (University of Gothenburg, Sweden) Francesca Morra (HES-SO Vallais-Wallis, Switzerland) Martina Ambruso (HES-SO Vallais-Wallis, Switzerland) Social work as police work? Knowledge negotiation in frontline inter-agency collaboration and reporting practices (abstract) PRESENTER: Francesca Morra
12:14	Blerta Salihi (Université de Lausanne, Switzerland) Implementing Data Protection Through Multi‑Professional Knowledge: Evidence from Swiss and French Hospitals (abstract)

11:30-13:00 Session 4E: STREAM 10.1 Dilemmas in co-production of public encounters

Chairs:

Ninna Meier (Aalborg University, Denmark)
Nanna Møller Mortensen (nannamm@socsci.aau.dk, Denmark)

Location: 1.008 (Auditorium)

11:30	Stefan Bernhard (University of Applied Labour Studies, Germany) Sarah Bernhard (Institute for Employment Research, Germany) Networking at the Frontline: Antecedents of Street-Level Bureaucrats’ External Contacts in German Job Centers (abstract) PRESENTER: Stefan Bernhard
11:52	Johan Sandén (School of Public Administration, University of Gothenburg, Sweden) Koen Bartels (Department of Public Administration and Policy, University of Birmingham, UK) Sonic public encounters: How sound impacts relational dynamics of co-production and conflict in prisons (abstract) PRESENTER: Johan Sandén
12:14	Luiz Alonso de Andrade (Tampere University, Finland) Sanna Tuurnas (Tampere University, Finland) Elias Pekkola (Tampere University, Finland) Where and for Whom Security Is Made: A Street-Level Co-Production Framework (abstract) PRESENTER: Luiz Alonso de Andrade

13:00-14:00Lunch

14:00-15:30 Session 5A: STREAM 6.2 Encountering the State:Citizen practice and perception of SL work

Chairs:

Vincent Dubois (University of Strasbourg, France)
Merete Monrad (Aalborg University, Denmark)

Location: 3.084B (3rd floor)

14:00	Laure-Lise Robben (KU Leuven, Belgium) Chasing rights: Lived experiences of administrative burdens in Belgian housing trajectories (abstract)
14:22	Ofri Shalev Greenman (University of Haifa, Israel) Einat Lavee (University of Haifa, Israel) "Playing the Game": Clients' Strategies for Securing Informal Resources in Street-Level Bureaucracy (abstract) PRESENTER: Ofri Shalev Greenman
14:44	Claudia Globisch (Intitute of Employment Research, Germany) Laura Salatino (University of São Paulo, Brazil) Catarina Segatto (University of São Paulo, Brazil) Exploring the State from below: Visual methods, life stories and citizens’perspectives in street-level research (abstract) PRESENTER: Claudia Globisch

14:00-15:30 Session 5B: STREAM 2.2 The Promise of AI for SL Work: AI-use as a proxy for individuals

Chair:

Fia van Heteren (Leiden University Medical Centre, Netherlands)

Location: 2.1.042 (main floor)

14:00	Michael Hill (University of Newcastle, UK) Routinisation and care work: A Conceptual Paper (abstract)
14:22	Jed Meers (York Law School, University of York, UK) ‘Chucking Their Stuff into ChatGPT and Hitting Send’: AI Slop in the Administrative State (abstract)
14:44	Michelle Fernandez (University of Brasilia, Brazil) Matheus Bispo (University of Brasília, Brazil) Street-Level Bureaucrats and Artificial Intelligence: A systematic review of how AI shapes frontline work (abstract) PRESENTER: Michelle Fernandez

14:00-15:30 Session 5C: STREAM 9.2 Automating Welfare

Chair:

Sabina Pultz (Roskilde University, Denmark)

Location: 1.001 (Conference hall)

14:00	Anne Hege Strand (Fafo, Norway) Heidi Moen Gjersøe (VID specialized university and OsloMet, Norway) Kristin Alsos (Fafo, Norway) Automating income protection: Reconfiguring caseworker roles in a digitalised Norwegian welfare administration (abstract) PRESENTER: Anne Hege Strand
14:22	Yael Cohen-Rimer (The Hebrew University of Jerusalem, Israel) Avishai Benish (Hebrew University of Jerusalem, Israel) Now You See Me, Now You Don’t: The Dilemmas of the Visibility Triad in Automated Welfare (abstract) PRESENTER: Avishai Benish
14:44	Aisling Tuite (South East Technological University, Ireland) Antoinette Jordan (South East Technological University, Ireland) Ray Griffin (South East Technological University, Ireland) From Street-Level Discretion to Digital Epistemic Governance: The problem of human override in digital Public Employment Services for career decision making (abstract) PRESENTER: Aisling Tuite

14:00-15:30 Session 5D: STREAM 5.2 Knowledge and Performance

Chair:

Tanja Dall (Aalborg University, Denmark)

Location: 3.084A (3rd floor)

14:00	Niklas Andersen (Aalborg University, Denmark) Leif Kongsgaard (Væksthuset, Denmark) In numbers we trust? – The factors shaping frontline managers’ and -workers’ trust or mistrust in performance information. (abstract) PRESENTER: Niklas Andersen
14:22	Masashi Yamabe (University of Nagasaki, Japan) Mobilizing Knowledge under Contracting-Out: Deliberations between Commissioning Agencies and Contracted Non-Governmental Providers in Japan’s Self-Reliance Support Services for People in Need (abstract)
14:44	Odilia Bouchez (Leiden University, Netherlands) Bernard Bernards (Leiden University, Netherlands) Lianne Visser (Leiden University, Netherlands) Eduard Schmidt (Leiden University, Netherlands) Jet Bussemaker (Leiden University, Netherlands) Knowledge mobilization between street-level professionals, managers, and policymakers (abstract) PRESENTER: Odilia Bouchez

14:00-15:30 Session 5E: STREAM 10.2 Dilemmas in co-production of public encounters

Chairs:

Nanna Møller Mortensen (nannamm@socsci.aau.dk, Denmark)
Sanna Tuurnas (Tampere University, Finland)

Location: 1.008 (Auditorium)

14:00	Helle Bendix Kleif (Aalborg University, Denmark) Nicolai Nybro Hansen (Aalborg University, Denmark) Context put to use – How value is co-created and destroyed in public youth employment services (abstract) PRESENTER: Helle Bendix Kleif
14:22	Nathalie Schiffino (UCLouvain, Belgium) Anthony Ricotta (UCLouvain, Belgium) Lequeux Inès (UCLouvain, Belgium) Stéphane Moyson (UCLouvain, Belgium) Mathias Sabbe (ULiège, Belgium) “Moving With Citizens”: Trusting, Listening, Engaging (abstract) PRESENTER: Anthony Ricotta
14:44	Nicolai Nybro Hansen (Aalborg University, Denmark) Meeting the system collectively: Group-based value co-creation in public employment services (abstract)

15:30-16:00Break

16:00-17:30 Session 6A

16:00-17:30 Session 6B: STREAM 2.3 The Promise of AI for SL Work: AI-use and policy responsiveness

Chair:

Michael Hill (University of Newcastle, UK)

Location: 2.1.042 (main floor)

16:00	Fia van Heteren (Leiden University Medical Centre, Netherlands) Misk Al Zahidy (Mayo Clinic, United States) Simon Mooijaart (Leiden University Medical Centre, Netherlands) Anne Stiggelbout (Leiden University Medical Centre, Netherlands) Marleen Kunneman (Leiden University Medical Centre & Mayo Clinic, Netherlands) How Patients and Clinicians Navigate Digitally Supported Care to Make Care Fit around multiple chronic conditions: a qualitative study (abstract) PRESENTER: Fia van Heteren
16:22	Lise Johansen (Aalborg University, Denmark) How Do Citizens Experience Responsiveness in Encounters with Professionals using AI? (abstract)
16:44	Maria Eduarda Araújo de Lima (Aalborg University, Denmark) How does target group profile condition the responsiveness of frontline professionals’ use of artificial intelligence? (abstract)

16:00-17:30 Session 6C: STREAM 9.3 Logics and Rationalities of Digital Welfare

Chair:

Michael McGann (School of Social and Political Sciences, University of Melbourne, Australia)

Location: 1.001 (Conference hall)

16:00	Carla Greubel (University of Graz, Austria) Juliane Jarke (University of Graz, Austria) Anja Eder (University of Graz, Austria) Repairing Digital Welfare: Volunteer Advisors and Maintenance Strategies for Welfare Infrastructures (abstract) PRESENTER: Carla Greubel
16:22	Ray Griffin (SETU, Ireland) Bureaucratic Repair Work: Codification, Displacement, and the Structural Management of Administrative Failure (abstract)
16:44	Ida Bring Løberg (The Norwegian Labor and Welfare Administration, Norway) Digital service provision – a cure for “endless” demand? (abstract)
17:06	Antoinette Jordan (South East Technological University (SETU), Ireland) Ray Griffin (South East Technological University, Ireland) Aisling Tuite (South East Technological University, Ireland) Assembling Policy and Code: Challenging Policy Realism and Extending SLB Research in Digital Welfare Governance (abstract) PRESENTER: Antoinette Jordan

16:00-17:30 Session 6D: STREAM 5.3 Other Ways of Knowing: Emotions, ignorance, rumour

Chair:

E. Lianne Visser (Leiden University, Netherlands)

Location: 3.084A (3rd floor)

16:00	Merete Monrad (Aalborg University, Denmark) Anne Mette Møller (CBS, Denmark) Beyond gut feelings: epistemic emotions in frontline work (abstract) PRESENTER: Merete Monrad
16:22	Anders Raastrup Kristensen (Department of Forensic Medicine, University of Copenhagen, Denmark) Knowing When Not to Know: Organizational Ignorance in Street-Level Bureaucracy (abstract)
16:44	Sofia Huusmann Härd (Stockholm University, Sweden) The elusive problem of knowledge-based social work (abstract)

16:00-17:30 Session 6E: STREAM 10.3 Dilemmas in co-production of public encounters

Chairs:

Ninna Meier (Aalborg University, Denmark)
Sanna Tuurnas (Tampere University, Finland)

Location: 1.008 (Auditorium)

16:00	John Brauer (Örebro University, Sweden) Lisa Wallander (Lund University, Sweden) Katrina Hollertz (University of Gothenburg, Sweden) Co-creation with Street-Level Bureaucrats, researchers, and Large Language Models (abstract) PRESENTER: John Brauer
16:22	Helle Cathrine Hansen (Oslo Metropolitan University, Norway) From social workers to screen-level bureaucrats? Exploring the consequences of new architectural design and activity-based work-place concepts on frontline workers in Norwegian labour and welfare services. (abstract)
16:44	Caitlin McMullin (Roskilde University, Denmark) Relational leadership, ethics of care, and co-production (abstract)
17:06	Magdalena Köppen (Institute for Employment Research, Germany) Monika Senghaas (Institute for Employment Research, Germany) Navigating two logics of activation: Job centre interactions in the tension between co-production and welfare conditionality (abstract) PRESENTER: Magdalena Köppen

17:30-18:30Welcome drinks and networking

Wednesday, June 3rd

View this program: with abstracts session overview talk overview

09:00-10:30 Session 7A: STREAM 4.1 Power and Equity in Street-level Bureaucracy

Chair:

Nadine Raaphorst (Leiden University, Netherlands)

Location: 2.1.042 (main floor)

09:00	Mathilde Cecchini (University of Southern Denmark, Denmark) Benedicte Grønhøj (Aarhus University, Denmark) Aske Halling (Aarhus University, Denmark) “Everybody should be able to attend to any client, but…” – How frontline workers and supervisors make sense of citizens’ differential treatment of staff (abstract) PRESENTER: Mathilde Cecchini
09:22	Laurin Friedrich (University of Duisburg-Essen/ Zeppelin University Friedrichshafen, Germany) Justine Marienfeldt (University of Potsdam, Germany) Responsiveness in frontline interactions – A matter of cue, conviction or socialization? (abstract) PRESENTER: Laurin Friedrich
09:44	Emma Brekelmans (Leiden University, Netherlands) Joris van der Voet (Leiden University, Netherlands) Lotte Van Dillen (Leiden University, Netherlands) Sandra Groeneveld (Leiden University, Netherlands) Conceptualising the interaction quality in public service encounters: A theoretical and empirical exploration (abstract) PRESENTER: Emma Brekelmans
10:06	Catarina Segatto (University of São Paulo, Brazil) Fernanda Lima-Silva (University of São Paulo, Brazil) Gabriela Lotta (Getulio Vargas Foundation, Brazil) Bureaucrat-citizen interactions in contexts of violence and vulnerability in education, social assistance, and health policies in Brazil (abstract) PRESENTER: Fernanda Lima-Silva

09:00-10:30 Session 7B

09:00-10:30 Session 7C: STREAM 12.1 The Political Lives of Street-level Bureaucrats

Chairs:

Flávio Eiró (Vrije Universiteit Amsterdam, Netherlands)
E. Lianne Visser (Leiden University, Netherlands)

Location: 1.008 (Auditorium)

09:00	Erol Saglam (UCL and Istanbul Medeniyet University, UK) Bureaucratic Politics in Action: Agency, Subjectivity, and Ideals across Street-Level Organisations (abstract)
09:22	Márta Baski (SNSF Postdoc.Mobility Fellow, Switzerland) Leaving, Staying, and What is Left Behind: Social Workers as Political Agents in Hungary’s Post-Welfare Regime (abstract)
09:44	Catarina Segatto (University of São Paulo, Brazil) Daniel Béland (Mcgill University, Canada) Street-level bureaucrats within contexts of conflictive and polarized policy ideas: The case of Brazil's education reform (abstract) PRESENTER: Catarina Segatto
10:06	Marlene Persch (University of Vienna, Austria) Navigating ‘The Protocol’: Political Dimensions in the Process to Become a Prison Officer in Ghana (abstract)

09:00-10:30 Session 7D: STREAM 11.1 Managing Migration and Ethnic Minorities at the Frontline of...

Chair:

Karen N. Breidahl (Aalborg University, Denmark)

Location: 2.1.083 (main floor)

09:00	Liselott Sundbäck (Åbo Akademi University, Finland, Finland) “Trust-work” among street-level bureaucrats in family work with migrants in Finland - an analytical framework (abstract)
09:22	Nanna Bjørnbak Christoffersen (University of Southern Denmark, Denmark) Intimate welfare in the name of “holistic care” (abstract)
09:44	Harriet Plows (University of York, UK) Mediating the Welfare State: The role of welfare rights advisers in mitigating racial inequalities in accessing social security in the UK (abstract)
10:06	Jonathan Miaz (University of Lausanne, Switzerland) “Inventing a new role”, from contestation to collaboration: dilemmas, tensions and practices of legal aid services involved in the Swiss asylum procedure (abstract)

09:00-10:30 Session 7E: STREAM 3.1 Professional practice at the frontline: Enacting professionalism

Chairs:

Tone Alm Andreassen (OsloMet, Norway)
Paul Van der Aa (Rotterdam University of Applied Sciences - KCTO, Netherlands)

Location: 1.001 (Conference hall)

09:00	Alessandra Pernetti (University of Strasbourg, France) Navigating the Dual Mandate: Street-Level Bureaucracy and the Evolution of Control in Minimum Income Schemes. A Milan-Strasbourg Comparison (abstract)
09:22	Silvio De Martino (Independent researcher (PhD, University of Salerno), Italy) From People to Cases: Categorization Work and the Reconfiguration of Discretion in Street-Level Bureaucracy (abstract)
09:44	Ruth Baruj Kovarsky (Hebrew University, Israel) Julia Resnik (Hebrew University, Israel) Anat Gofen (Hebrew University, Israel) Professionals without Profession: Frontstage Discretion, Backstage Sensemaking (abstract) PRESENTER: Ruth Baruj Kovarsky

10:30-11:00Break

11:00-12:30 Session 8A: STREAM 4.2 Power and Equity in Street-level Bureaucracy

Chair:

Emma Brekelmans (Leiden University, Netherlands)

Location: 2.1.042 (main floor)

11:00	Ofek Edri-Peer (University of Haifa, Israel) Nissim Cohen (University of Haifa, Israel) Equity through Identification: The Role of Shared Life Experiences in Shaping Social Equity at the Street Level (abstract) PRESENTER: Ofek Edri-Peer
11:22	Nadine Raaphorst (Leiden University, Netherlands) Equality and equity at the frontlines: Conceptualizing heuristics of equal treatment in street-level decision making (abstract)
11:44	Gabriela Thomazinho (Fundação Getulio Vargas (FGV EAESP), Brazil) Marcella Winter (Fundação Getulio Vargas (FGV EAESP), Brazil) Isadora Castanhedi (Fundação Getulio Vargas (FGV EAESP), Brazil) Gabriela Lotta (Fundação Getulio Vargas (FGV EAESP), Brazil) Juliana Rocha Miranda (Fundação Getulio Vargas (FGV EAESP), Brazil) Ana Carolina Nunes (Fundação Getulio Vargas (FGV EAESP), Brazil) Ana Oliveira (Universidade Federal do Estado do Rio de Janeiro (UERJ) & Universidade Federal do Rio de Janeiro (UFRJ), Brazil) Giovanni Iuliano (Fundação Getulio Vargas (FGV EAESP), Brazil) Roberta Barbosa (Fundação Getulio Vargas (FGV EAESP), Brazil) Tamo Chattopadhay (Fundação Getulio Vargas (FGV EAESP), Brazil) How teachers promote equity? A systematic literature review (abstract) PRESENTER: Juliana Rocha Miranda
12:06	Freya Cole Norton (University of Oxford, UK) Reconfiguring Street-Level Bureaucracy under Austerity Localism (abstract)

11:00-12:30 Session 8B: STREAM 7.1 The role of street-level bureaucrats in the transition of ...

Chair:

Niklas Andreas Andersen (Center for Labour Market Research, Department of Society and Politics, Aalborg University, Denmark)

Location: 3.084B (3rd floor)

11:00	Maja Östling (Mid Sweden University, Sweden) Balancing care and governance: the doing of municipal labor market policy (abstract)
11:22	Jonas Lim (The University of Melbourne, Australian Welfare and Work Lab, Australia) Beyond Activation? Collaborative Innovation and Relational Support in Singapore’s ComLink+ Programme (abstract)
11:44	Emily Corbett (Australian Welfare and Work Lab, University of Melbourne, Australia) From sanctions to relationships: Street level practice in Australia’s voluntary Parent Pathways program (abstract)
12:06	Rebecca Paraciani (University of Bologna, Italy) Roberto Rizza (University of Bologna, Italy) Voluntary Resignation and Involuntary Activation: navigating the motherhood penalty at the street-level (abstract) PRESENTER: Rebecca Paraciani

11:00-12:30 Session 8C: STREAM 12.2 The Political Lives of Street-level Bureaucrats

Chairs:

Flávio Eiró (Vrije Universiteit Amsterdam, Netherlands)
E. Lianne Visser (Leiden University, Netherlands)

Location: 1.008 (Auditorium)

11:00	Lianne Visser (Leiden University, Netherlands) Eduard Schmidt (Leiden University, Netherlands) Bernard Bernards (Leiden University, Netherlands) Bringing Politics Closer to the Frontline: Changing Political–Administrative Relations in Responsive Social Services (abstract) PRESENTER: Lianne Visser
11:22	Maayan Davidovitz (Tel Aviv University, Israel) Chen Schechter (Bar Ilan University, Israel) Street-Level Managers as Educational Gatekeepers: Containing Politicization in Wartime (abstract) PRESENTER: Maayan Davidovitz
11:44	Gabriela Lotta (FGV, Brazil) Steven Van de Walle (KU Leuven, Belgium) Virginia Rocha (FGV, Brazil) Robin Van Damme (KU Leuven, Belgium) Lucas Almendra (FGV, Brazil) When newly elected officials meet street-level bureaucrats: A qualitative study of executives in Brazil and Belgium (abstract) PRESENTER: Gabriela Lotta

11:00-12:30 Session 8D: STREAM 11.2 Managing Migration and Ethnic Minorities at the Frontline of...

Chair:

Liselott Sundbäck (Åbo Akademi University, Finland, Finland)

Location: 2.1.083 (main floor)

11:00	Inci Öykü Yener-Roderburg (Lund University, Sweden) Small Faiths, Big Challenges: Minority Religions and State Governance in Sweden (abstract)
11:22	Andreas Asplén Lundstedt (University of Gothenburg, Sweden) Andrea Spehar (University of Gothenburg, Sweden) Strategic Ambiguity in Migration Policy: From Political Compromise to Street-Level Contestation in Undocumented Migrants’ Healthcare Access in Sweden (abstract) PRESENTER: Andreas Asplén Lundstedt
11:44	Karen N. Breidahl (Aalborg University, Denmark) Managing the Refugee Question: How Frontline Organizations Shape Central Policy-Making upwards (abstract)

11:00-12:30 Session 8E: STREAM 3.2 Professional practice at the frontline: Enacting professionalism

Chairs:

Tone Alm Andreassen (OsloMet, Norway)
Paul Van der Aa (Rotterdam University of Applied Sciences - KCTO, Netherlands)

Location: 1.001 (Conference hall)

11:00	Rasmus Stenderup (University of Copenhagen, Denmark) The Bureaucratic Condition: Alienation and Resonance in Public Service (abstract)
11:22	Minna Raappana (University of Helsinki, Finland) The role of language in participatory recordkeeping practice: Child welfare practitioners’ perspectives (abstract)
11:44	Vaishnavi Mangal (Norwegian University of Science and Technology, Norway) Simon Lewin (Norwegian University of Science and Technology, Norway) Mads Solberg (NTNU, Norway) Elodie Besnier (Norwegian University of Science and Technology, Norway) Claire Glenton (HVL, Norway) Exercising Discretion through Personal Technology: Informal use of Mobile Phone by Community-Level Healthcare Workers in India (abstract) PRESENTER: Vaishnavi Mangal
12:06	Andreas Eriksen (Oslo Metropolitan University, Norway) Tone Alm Andreassen (Oslo Metropolitan University, Norway) Tanja Dall (Aalborg University, Denmark) Bureaucrats or Professionals? Knowledge and Ethics in Street-Level Work (abstract) PRESENTER: Andreas Eriksen

12:30-13:30Lunch

13:30-15:00 Session 9A: STREAM 4.3 Power and Equity in Street-level Bureaucracy

Chairs:

Emma Brekelmans (Leiden University, Netherlands)
Nadine Raaphorst (Leiden University, Netherlands)

Location: 2.1.042 (main floor)

13:30	Carolin Rapp (University of Copenhagen, Denmark) Eva Thomann (University of Konstanz, Germany) Gabriela Lotta (Department of Public Administration, Getulio Vargas Foundation, Brazil, Brazil) Gabriela de Brelàz (Department of Administration, Federal University of São Paulo, Brazil, Brazil) Jana Gomez-Diaz (University of Konstanz, Germany) Dana Natan-Krup (Department of Public Adminstration and Policy, University of Haifa, Israel, Israel) Katharina Ziegler (none, Germany) Reconsidering Intersectionality in Citizen-State Encounters (abstract) PRESENTER: Carolin Rapp
13:52	Marie Østergaard Møller (Aalborg University, Denmark) Simon Calmar Andersen (Aarhus University, Denmark) Stratified Discretion: Internalizing and Externalizing Professional Responses to Social Status (abstract) PRESENTER: Simon Calmar Andersen
14:14	Frøydis M. Bakken (NAV, Norway) Power and Equity in Digitalized Welfare: Evidence from Parental Benefit Choices in Norway (abstract)

13:30-15:00 Session 9B: STREAM 7.2 The role of street-level bureaucrats in the transition of ...

The role of street-level bureaucrats in the transition of activation policies and employment services

Chair:

Niklas Andreas Andersen (Center for Labour Market Research, Department of Society and Politics, Aalborg University, Denmark)

Location: 3.084B (3rd floor)

13:30	Angelica Börjesson (University of Borås, Sweden) Limited audit discretion? A proposed framework for analysing the design and exercise of soft state inspections for organizing welfare institutions (abstract)
13:52	Anna Di Palma (Politecnico di Torino, Italy) Costanza Gagliesi (Politecnico di Torino, Italy) Gianluca Scarano (Università di Torino, Italy) Stefano Sacchi (Politecnico di Torino, Italy) The “Matthew Effect” of Employment Assistance Standardization on Service Delivery Effectiveness: The Case of the Workers’ Employability Guarantee in Italy (abstract) PRESENTER: Anna Di Palma
14:14	Stine Rasmussen (Center for Labour Market Research, Department of Society and Politics, Aalborg University, Denmark) Niklas Andersen (Center for Labour Market Research, Department of Society and Politics, Aalborg University, Denmark) Citizen Involvement and Perceived Value in Public Employment Services: Developing and Testing a Survey Instrument (abstract) PRESENTER: Stine Rasmussen

13:30-15:00 Session 9C

13:30-15:00 Session 9D: STREAM 11.3 Managing Migration and Ethnic Minorities at the Frontline of...

Chair:

Karen N. Breidahl (Aalborg University, Denmark)

Location: 2.1.083 (main floor)

13:30	Nora Ratzmann (Deutsches Zentrum für Integrations- und Migrationsforschung, Germany) Integrating while on the Move? Subjective Experiences of Ukrainian Protection-Holders with Local Jobcentres in Germany (abstract)
13:52	Franziska Schreyer (Institute for Employment Research, Germany) Katja Hartosch (Institute for Employment Research, Germany) Peter Kupka (Institute for Employment Research, Germany) Angela Rauch (Institute for Employment Research, Germany) Daniela Böhringer (University Duisburg-Essen, Germany) Ariana Kellmer (University Duisburg-Essen, Germany) How Street-Level Staff manage Linguistic Diversity – The Example of German Job Centres (abstract) PRESENTER: Franziska Schreyer
14:14	Marco Vallada Lemonte (University of Macerata, Italy) Between Norm and Practice: Asylum Decision-Making in Portugal and Italy (abstract)

13:30-15:00 Session 9E: STREAM 3.3 Professional practice at the frontline: Knowledge and ethics

Chairs:

Tone Alm Andreassen (OsloMet, Norway)
Paul Van der Aa (Rotterdam University of Applied Sciences - KCTO, Netherlands)

Location: 1.001 (Conference hall)

13:30	Alberte Alsø Dokkedal (Aalborg University, Denmark) Social Work Professionals’ Moral Reasoning in Preventing Homelessness Among Young People Leaving Out-of-Home Care in Nordic Welfare States (abstract)
13:52	Bjørn Kjetil Larsen (Molde University College, Norway) Siv Sæbjørnsen (Molde University College, Norway) Atle Ødegård (Molde University College, Norway) Support within Sanction: Street-Level Practices in the Norwegian Drug Court Program (ND) (abstract) PRESENTER: Bjørn Kjetil Larsen
14:14	Anastasia Volodarsky (University of Haifa, Israel) Nissim Cohen (University of Haifa, Israel) Michal Koreh (University of Haifa, Israel) Noam Tarshish (University of Haifa, Israel) Fighting For, Against, and With: How Do Everyday Struggles Shape the Professional Identity of Street-Level Bureaucrats? (abstract) PRESENTER: Anastasia Volodarsky

15:00-15:30Break

15:30-16:30 Session 10: Keynote address: Vincent Dubois (University of Strasbourg)

Chair:

Marie Østergaard Møller (Aalborg University, Denmark)

Location: 1.008 (Auditorium)

15:30

Vincent Dubois (University of Strasbourg, France)

Street-Level Bureaucracy from the Clients’ Perspective: how the lower classes experience public institutions (abstract)

18:30-22:30 Conference dinner: Restaurant Gemini

Restaurant Gemini

Address: Gl. Kongevej 10, Entrance from the seaside.
1610 Copenhagen V

**Don't forget to bring your dinner ticket**

Thursday, June 4th

View this program: with abstracts session overview talk overview

09:30-11:00 Session 11A: STREAM 4.4 Power and Equity in Street-level Bureaucracy

Chair:

Marie Østergaard Møller (Aalborg University, Denmark)

Location: 1.001 (Conference hall)

09:30	Lisa Marie Borrelli (HES-SO Valais-Wallis, Switzerland) Sophie Andreettaa (Faculty of Social Sciences, ULiège, Belgium) Parallel Systems of Control – Mimicking internal structures when monitoring clients in Belgian and Swiss welfare offices (abstract) PRESENTER: Lisa Marie Borrelli
09:52	Anne Mette Møller (Copenhagen Business School, Denmark) Nanna Mik-Meyer (Copenhagen Business School, Denmark) Negotiating Legality: Street-Level Discretion and Judicial Oversight in Welfare-State Decision-Making (abstract) PRESENTER: Anne Mette Møller
10:14	Jole Decorte (University of Milan, Italy) Producing Non-Take-Up: Discretion, Moral Boundary-Work and Relational Gatekeeping in Italian Anti-Poverty Policy (abstract)
10:36	Emma Holden (South East Technological University. Faulty: Business. Dept: Management & Organisation., Ireland) Aisling Tuite (South East Technological University. Faulty: Business. Dept: Management & Organisation., Ireland) P.J White (South East Technological University. Faulty: Arts & Humanities Dept: Humanities, Ireland) Ray Griffin (South East Technological University. Faulty: Business. Dept: Management & Organisation., Ireland) On Whose Terms? Legibility and Power in Digital-First Welfare (abstract) PRESENTER: Emma Holden

09:30-11:00 Session 11B: STREAM 7.3 The role of street-level bureaucrats in the transition of ...

Chair:

Mikkel Bo Madsen (Aalborg University, Denmark)

Location: 3.084B (3rd floor)

09:30	Rik van Berkel (Utrecht School of Governance, Netherlands) Paul van der Aa (Rotterdam University of Applied Sciences, Netherlands) Toine Wentink (Rotterdam University of Applied Sciences, Netherlands) Public employer services for working with people with disabilities. Rethinking the role of PES agencies and professionals (abstract) PRESENTER: Paul van der Aa
09:52	Frank Bauer (Institute for Labour Market Research (IAB), Germany) Employers as Street-Level Bureaucrats: Moral Displacement and Care-Oriented Paternalism (abstract)
10:14	Monika Senghaas (Institute for Employment Research, Germany) Negotiating Activation and Social Investment at the Street-Level of Employment Services (abstract)

09:30-11:00 Session 11C: STREAM 8.1 Emotional labour and the governance of activation

Chairs:

Mark Considine (The University of Melbourne, Australia)
Merete Monrad (Aalborg University, Denmark)

Location: 2.1.042 (main floor)

09:30	Sabina Pultz (Roskilde University, Denmark) Maggie Müller (Roskilde University, Denmark) Working with and Through Emotions: Affective Governance in Slovenian Public Employment Services (abstract) PRESENTER: Sabina Pultz
09:52	Michael McGann (University of Melbourne, Australia) Emily Corbett (University of Melbourne, Australia) Emotional labour and affective governance in trauma-informed welfare administration (abstract) PRESENTER: Michael McGann
10:14	Mathias Herup Nielsen (Department of Society and Politics, Aalborg University, Denmark) Niklas Andersen (Department of Society and Politics, Aalborg University, Denmark) A spectrum of care: Street-level bureaucrats coping strategies between care as compassion and care as motivation (abstract) PRESENTER: Mathias Herup Nielsen
10:36	Teres Hjärpe (School of Social Work Lund university, Sweden) Jula Carlsson (University of Borås, Sweden) Petra M Svensson (Halmstad university, Sweden) Emotional labour behind the screen – deep and surface acting with digital technology (abstract) PRESENTER: Teres Hjärpe

09:30-11:00 Session 11D: STREAM 1.1 Managing and organizing state-citizen encounters

Chairs:

Flemming Larsen (Aalborg University, Denmark)
Nicolette Van Gestel (Tilburg University, Netherlands)

Location: 3.084A (3rd floor)

09:30	Julia Rabenhorst-Hartmann (University of Vienna, Austria) Organizing Responsiveness: Local Councils’ complaints managers’ role identifications, stocks of knowledge and professional logic of action. The English and German cases in light of New Public Management reforms centering customer satisfaction (abstract)
09:52	Ditte Andersen (VIVE - The Danish Center for Social Science Research, Denmark) Social investments at the frontline of homelessness services: Managing contracted flexibility, normative tensions and coping responses (abstract)
10:14	Stefan Szücs (University of Gothenburg, Dept of Social Work, Sweden) Anticipatory Street-Level Bureaucracy: Reducing Avoidable Hospital Readmission in Sweden (abstract)

09:30-11:00 Session 11E

11:00-11:15Break

11:15-12:45 Session 12A

11:15-12:45 Session 12B: STREAM 7.4 The role of street-level bureaucrats in the transition of ...

Chair:

Karen N. Breidahl (Aalborg University, Denmark)

Location: 3.084B (3rd floor)

11:15	Satu Pyöriä (Work Research Centre, Tampere University, Finland, Finland) AT THE FRONTLINE OF DELIVERING PRECARIOUS JOBS (abstract)
11:37	Boudewijn Goos (Vrije Universiteit Amsterdam, Netherlands) Alice De Boer (The Netherlands Institute for Social Research; Vrije Universiteit Amsterdam, Netherlands) Arjen De Wit (Vrije Universiteit Amsterdam, Netherlands) The regulation of (un)paid work: Local welfare regimes and street-level discretion in the Netherlands (abstract) PRESENTER: Boudewijn Goos

11:15-12:45 Session 12C: STREAM 8.2 Emotional labour in welfare encounters

Chairs:

Emily Corbett (University of Melbourne, Australia)
Mathias Herup Nielsen (Department of Society and Politics, Aalborg University, Denmark)

Location: 2.1.042 (main floor)

11:15	Taran Leeks (University of Liverpool, UK) Social Work Discretion under Austerity in Liverpool: Affective Labour, Ethical Strain and Frontline Policy Work (abstract)
11:37	Emma Vossen (HAN University of Applied Sciences, Netherlands) Shirley Oomens (HAN University of Applied Sciences, Netherlands) Mechteld Lengkeek (HAN University of Applied Sciences, Netherlands) Ilonka Eekhoudt (Ilonka Eekhoudt, Netherlands) Lineke Van Hal (Zuyd Hogeschool, Netherlands) Feeling seen and heard: Affective labor in activating long-term sick-listed employees to return to work (abstract) PRESENTER: Shirley Oomens
11:59	Maggie Müller (Roskilde University, Denmark) Sabina Pultz (Roskilde University, Denmark) Two-Sided Emotional labour: Unemployed citizens and the Affective Demands of Activation (abstract) PRESENTER: Maggie Müller

11:15-12:45 Session 12D: STREAM 1.2 Managing and organizing state-citizen encounters

Chairs:

Flemming Larsen (Aalborg University, Denmark)
Nicolette Van Gestel (Tilburg University, Netherlands)

Location: 3.084A (3rd floor)

11:15	Nicolette van Gestel (Tilburg University, TIAS Business School, Netherlands) Flemming Larsen (AAU, Denmark) The double paradox on complexity and customization in welfare state reform: Street-level shifts in Denmark and the Netherlands (abstract) PRESENTER: Flemming Larsen
11:37	Heidi Moen Gjersøe (VID specialized university and OsloMet, Norway) Andreea Alecu (OsloMet, Norway) Magne Bråthen (OsloMet, Norway) Espen Dahl (OsloMet, Norway) Does collaboration between welfare services and employers bring jobless people with complex needs back into work? (abstract) PRESENTER: Heidi Moen Gjersøe

11:15-12:45 Session 12E: STREAM 3.4 Professional practice at the frontline: Professionalisation

Chairs:

Tone Alm Andreassen (OsloMet, Norway)
Paul Van der Aa (Rotterdam University of Applied Sciences - KCTO, Netherlands)

Location: 1.001 (Conference hall)

11:15	Bettina Leibetseder (HAW Landshut, Faculty of Social Work, Austria) Sonja Mende (Haw Landshut, Germany) What indicates professional social work with families for whom? Testing a questionnaire about professionalized family concepts with social workers and parents (abstract) PRESENTER: Bettina Leibetseder
11:37	Hans Bosselaar (Vrije Universiteit Amsterdam, Netherlands) Duco Bannink (Vrije Universiteit Amsterdam, Netherlands) Boundary-Spanning Work and Role Uncertainty of Street Level Bureaucrats: Why Professional Learning Breaks Down (abstract) PRESENTER: Hans Bosselaar
11:59	Lineke van Hal (Zuyd University of Applied Sciences, Netherlands) Strengthening public professionalism in a changing activation landscape: the role of higher education (abstract)
12:21	Alberta Andreotti (Università degli Studi di Milano-Bicocca, Italy) Federico Razetti (Università degli Studi di Milano-Bicocca, Italy) Anna Rio (Università degli Studi di Milano-Bicocca, Italy) Organising Professionalisation at the Street Level. Evidence from Italian Active Labour Market Policies. (abstract) PRESENTER: Alberta Andreotti

12:45-13:30Lunch

13:30-14:45 Session 13: Closing panel: Street-Level Research and Democracy

The closing, thematic session facilitated by Michael Lipsky will provide an opportunity to reflect on how street-level research can contribute to understanding how democracies work. This is part of a broader conversation about the future of street-level research and its contribution to knowledge about policies, politics, and practice in this moment and beyond. Following brief comments by the panelists, Evelyn Brodkin (University of Chicago), Vincent Dubois (University of Strasbourg), Gabriela Lotta (Getulio Vargas Foundation) and Mark Considine (University of Melbourne), conference attendees are invited to share their ideas and observations in open dialogue with the panel and each other.

Chair:

Flemming Larsen (Aalborg University, Denmark)

Location: 1.008 (Auditorium)

14:45-15:00 Session 14: Closing session: Dorte Caswell (Aalborg University)

Location: 1.008 (Auditorium)