SLB2026: 6TH STREET-LEVEL BUREAUCRACY CONFERENCE

This page contains an index consisting of author-provided keywords.

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*Kindergarten professionals	Stratified Discretion: Internalizing and Externalizing Professional Responses to Social Status
*Qualitative vignette study	Stratified Discretion: Internalizing and Externalizing Professional Responses to Social Status
*Social status	Stratified Discretion: Internalizing and Externalizing Professional Responses to Social Status
*Stratified discretion	Stratified Discretion: Internalizing and Externalizing Professional Responses to Social Status
A
Access to social security	Mediating the Welfare State: The role of welfare rights advisers in mitigating racial inequalities in accessing social security in the UK
accountability	Limited audit discretion? A proposed framework for analysing the design and exercise of soft state inspections for organizing welfare institutions From People to Cases: Categorization Work and the Reconfiguration of Discretion in Street-Level Bureaucracy
activation	AT THE FRONTLINE OF DELIVERING PRECARIOUS JOBS Working with and Through Emotions: Affective Governance in Slovenian Public Employment Services Two-Sided Emotional labour: Unemployed citizens and the Affective Demands of Activation
Activation policies	Feeling seen and heard: Affective labor in activating long-term sick-listed employees to return to work
Activation politics	Balancing care and governance: the doing of municipal labor market policy
Active Labour Market Policies	Organising Professionalisation at the Street Level. Evidence from Italian Active Labour Market Policies.
active labour market policies (ALMPs)	AT THE FRONTLINE OF DELIVERING PRECARIOUS JOBS
activity-based workplaces in welfare services	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.
adaptive performance	Adapting to change: How frontline healthcare professionals respond to digital technologies
administrative burden	Now You See Me, Now You Don’t: The Dilemmas of the Visibility Triad in Automated Welfare Impasse or productive friction? Refugees’ welfare state encounters from a life course perspective
administrative burdens	Chasing rights: Lived experiences of administrative burdens in Belgian housing trajectories
administrative categorization	From People to Cases: Categorization Work and the Reconfiguration of Discretion in Street-Level Bureaucracy
Administrative Discretion	Street-Level Bureaucrats and Artificial Intelligence: A systematic review of how AI shapes frontline work
administrative encounters	“Moving With Citizens”: Trusting, Listening, Engaging
Administrative literacy	How Patients and Clinicians Navigate Digitally Supported Care to Make Care Fit around multiple chronic conditions: a qualitative study Chasing rights: Lived experiences of administrative burdens in Belgian housing trajectories
affective governance	Emotional labour and affective governance in trauma-informed welfare administration Two-Sided Emotional labour: Unemployed citizens and the Affective Demands of Activation
Affective labor	Feeling seen and heard: Affective labor in activating long-term sick-listed employees to return to work
Affective labour	Social Work Discretion under Austerity in Liverpool: Affective Labour, Ethical Strain and Frontline Policy Work
affects	Working with and Through Emotions: Affective Governance in Slovenian Public Employment Services
agency	Bureaucratic Politics in Action: Agency, Subjectivity, and Ideals across Street-Level Organisations
AI	Taking Care of Due Care: AI in Social Assistance Eligibility Assessments Routinisation and care work: A Conceptual Paper
AI in the public sector	From Documenting to Editing: How AI Transforms Documentation and Discretion in Frontline Work
AI slop	‘Chucking Their Stuff into ChatGPT and Hitting Send’: AI Slop in the Administrative State
Alienation	The Bureaucratic Condition: Alienation and Resonance in Public Service
Anticipatory strategies	Anticipatory Street-Level Bureaucracy: Reducing Avoidable Hospital Readmission in Sweden
AOD treatment	The elusive problem of knowledge-based social work
Apprenticeship pedagogy	Boundary-Spanning Work and Role Uncertainty of Street Level Bureaucrats: Why Professional Learning Breaks Down
Artificial intelligence	Street-Level Bureaucrats and Artificial Intelligence: A systematic review of how AI shapes frontline work Continuation or reconfiguration? AI and the future of street-level bureaucracy Flipping the Script: Representations of Professional Social Work Decision-Making in Swedish AI Policy Co-creation with Street-Level Bureaucrats, researchers, and Large Language Models How Do Citizens Experience Responsiveness in Encounters with Professionals using AI? How does target group profile condition the responsiveness of frontline professionals’ use of artificial intelligence?
assemblage ethnography	Assembling Policy and Code: Challenging Policy Realism and Extending SLB Research in Digital Welfare Governance
Assessment tools	The elusive problem of knowledge-based social work
Asylum Decision-Making	Between Norm and Practice: Asylum Decision-Making in Portugal and Italy
Asylum reform	“Inventing a new role”, from contestation to collaboration: dilemmas, tensions and practices of legal aid services involved in the Swiss asylum procedure
Asylum seekers	Managing the Refugee Question: How Frontline Organizations Shape Central Policy-Making upwards
Audit discretion	Limited audit discretion? A proposed framework for analysing the design and exercise of soft state inspections for organizing welfare institutions
Auditing	Parallel Systems of Control – Mimicking internal structures when monitoring clients in Belgian and Swiss welfare offices
Austerity	Social Work Discretion under Austerity in Liverpool: Affective Labour, Ethical Strain and Frontline Policy Work Mediating the Welfare State: The role of welfare rights advisers in mitigating racial inequalities in accessing social security in the UK
Austerity localism	Reconfiguring Street-Level Bureaucracy under Austerity Localism
automated decision-making	Flipping the Script: Representations of Professional Social Work Decision-Making in Swedish AI Policy
Automated welfare	Now You See Me, Now You Don’t: The Dilemmas of the Visibility Triad in Automated Welfare
Automatisation	Automating income protection: Reconfiguring caseworker roles in a digitalised Norwegian welfare administration
Avoidable hospital readmission	Anticipatory Street-Level Bureaucracy: Reducing Avoidable Hospital Readmission in Sweden
B
Back-office	Beyond gut feelings: epistemic emotions in frontline work
Bernando Zacka	Bureaucrats or Professionals? Knowledge and Ethics in Street-Level Work
Boundary spanning	Boundary-Spanning Work and Role Uncertainty of Street Level Bureaucrats: Why Professional Learning Breaks Down
Brazil	Street-level bureaucrats within contexts of conflictive and polarized policy ideas: The case of Brazil's education reform Bureaucrat-citizen interactions in contexts of violence and vulnerability in education, social assistance, and health policies in Brazil
bureaucratic attitudes and socialization	Responsiveness in frontline interactions – A matter of cue, conviction or socialization?
Bureaucratic discretion	Bureaucratic Repair Work: Codification, Displacement, and the Structural Management of Administrative Failure
bureaucratic discrimination	Reconsidering Intersectionality in Citizen-State Encounters
Bureaucrat–citizen interactions	Bureaucrat-citizen interactions in contexts of violence and vulnerability in education, social assistance, and health policies in Brazil
C
Call center	Digital service provision – a cure for “endless” demand?
Care	A spectrum of care: Street-level bureaucrats coping strategies between care as compassion and care as motivation Intimate welfare in the name of “holistic care”
Care community	How Patients and Clinicians Navigate Digitally Supported Care to Make Care Fit around multiple chronic conditions: a qualitative study
Case-worker role	Automating income protection: Reconfiguring caseworker roles in a digitalised Norwegian welfare administration
changing professional identity	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.
Citizen coping strategies	Encountering the State in a Marketized Long-Term Care System: Institutional Distrust and Citizen Coping Strategies
Citizen perspective	Exploring the State from below: Visual methods, life stories and citizens’perspectives in street-level research
Citizen trust	Trust in expertise or trust in the person? Exploring the relationship between profes-sional and personal citizen trust in frontline interactions
citizen-state interactions	Navigating two logics of activation: Job centre interactions in the tension between co-production and welfare conditionality
Citizens	“Moving With Citizens”: Trusting, Listening, Engaging How Do Citizens Experience Responsiveness in Encounters with Professionals using AI?
client perspective	Street-Level Bureaucracy from the Clients’ Perspective: how the lower classes experience public institutions
Client-centered service	Feeling seen and heard: Affective labor in activating long-term sick-listed employees to return to work
client-professional interaction	Towards a conceptualization of relational engagement in digital social work. An integrative and generative literature review
clients	"Playing the Game": Clients' Strategies for Securing Informal Resources in Street-Level Bureaucracy
Co-creation	Beyond Activation? Collaborative Innovation and Relational Support in Singapore’s ComLink+ Programme Co-creation with Street-Level Bureaucrats, researchers, and Large Language Models
co-production	Navigating two logics of activation: Job centre interactions in the tension between co-production and welfare conditionality Networking at the Frontline: Antecedents of Street-Level Bureaucrats’ External Contacts in German Job Centers Beyond Activation? Collaborative Innovation and Relational Support in Singapore’s ComLink+ Programme Where and for Whom Security Is Made: A Street-Level Co-Production Framework Co-creation with Street-Level Bureaucrats, researchers, and Large Language Models Relational leadership, ethics of care, and co-production
collaboration	Networking at the Frontline: Antecedents of Street-Level Bureaucrats’ External Contacts in German Job Centers
collaboration and co-production	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.
Collaborative Decision-Making	From Street-Level Discretion to Digital Epistemic Governance: The problem of human override in digital Public Employment Services for career decision making
Collaborative Innovation	Beyond Activation? Collaborative Innovation and Relational Support in Singapore’s ComLink+ Programme
collaborative learning	Bureaucrats or Professionals? Knowledge and Ethics in Street-Level Work
collective professionalisation	Strengthening public professionalism in a changing activation landscape: the role of higher education
Common European Asylum System (CEAS)	Between Norm and Practice: Asylum Decision-Making in Portugal and Italy
Comparative public administration	Continuation or reconfiguration? AI and the future of street-level bureaucracy
complaints management	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
complexity and customization	The double paradox on complexity and customization in welfare state reform: Street-level shifts in Denmark and the Netherlands
Conditionality	Navigating the Dual Mandate: Street-Level Bureaucracy and the Evolution of Control in Minimum Income Schemes. A Milan-Strasbourg Comparison Chasing rights: Lived experiences of administrative burdens in Belgian housing trajectories
Continuation	Continuation or reconfiguration? AI and the future of street-level bureaucracy
contracting-out	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
Control	Parallel Systems of Control – Mimicking internal structures when monitoring clients in Belgian and Swiss welfare offices
Coordination bodies for frail older persons	Anticipatory Street-Level Bureaucracy: Reducing Avoidable Hospital Readmission in Sweden
Coping	A spectrum of care: Street-level bureaucrats coping strategies between care as compassion and care as motivation
correspondence	‘Chucking Their Stuff into ChatGPT and Hitting Send’: AI Slop in the Administrative State
counselling situation	How Street-Level Staff manage Linguistic Diversity – The Example of German Job Centres
Criminalization	Social work as police work? Knowledge negotiation in frontline inter-agency collaboration and reporting practices
D
Data Protection	Implementing Data Protection Through Multi‑Professional Knowledge: Evidence from Swiss and French Hospitals
decision-making	Equality and equity at the frontlines: Conceptualizing heuristics of equal treatment in street-level decision making Flipping the Script: Representations of Professional Social Work Decision-Making in Swedish AI Policy
deep and surface acting	Emotional labour behind the screen – deep and surface acting with digital technology
democracy	Street-Level Organizations and the Democratic Promise
deprived urban neighborhoods	Street-Level Bureaucracy from the Clients’ Perspective: how the lower classes experience public institutions
Deservingness	Reconfiguring Street-Level Bureaucracy under Austerity Localism Responsiveness in frontline interactions – A matter of cue, conviction or socialization?
Differential treatment	“Everybody should be able to attend to any client, but…” – How frontline workers and supervisors make sense of citizens’ differential treatment of staff
Digital Epistemic Governance	From Street-Level Discretion to Digital Epistemic Governance: The problem of human override in digital Public Employment Services for career decision making
Digital Government	Street-Level Bureaucrats and Artificial Intelligence: A systematic review of how AI shapes frontline work
digital materiality	Towards a conceptualization of relational engagement in digital social work. An integrative and generative literature review
Digital PES	From Street-Level Discretion to Digital Epistemic Governance: The problem of human override in digital Public Employment Services for career decision making
Digital profiling	Where the Algorithm Lands. Discretion and Local Context in Digital Profiling Systems: Evidence from Two Italian Regions
Digital profiling Tools	Organising Professionalisation at the Street Level. Evidence from Italian Active Labour Market Policies.
Digital service provision	Digital service provision – a cure for “endless” demand?
digital social work	Towards a conceptualization of relational engagement in digital social work. An integrative and generative literature review
digital technologies	Adapting to change: How frontline healthcare professionals respond to digital technologies
digital technology	Emotional labour behind the screen – deep and surface acting with digital technology
digital welfare	Assembling Policy and Code: Challenging Policy Realism and Extending SLB Research in Digital Welfare Governance
Digital Welfare State	Taking Care of Due Care: AI in Social Assistance Eligibility Assessments
Digital-first welfare	On Whose Terms? Legibility and Power in Digital-First Welfare
digitalisation	Repairing Digital Welfare: Volunteer Advisors and Maintenance Strategies for Welfare Infrastructures
Digitalization	How Patients and Clinicians Navigate Digitally Supported Care to Make Care Fit around multiple chronic conditions: a qualitative study
Digitalized Welfare	Power and Equity in Digitalized Welfare: Evidence from Parental Benefit Choices in Norway
Discretion	‘Chucking Their Stuff into ChatGPT and Hitting Send’: AI Slop in the Administrative State From People to Cases: Categorization Work and the Reconfiguration of Discretion in Street-Level Bureaucracy Navigating the Dual Mandate: Street-Level Bureaucracy and the Evolution of Control in Minimum Income Schemes. A Milan-Strasbourg Comparison "Playing the Game": Clients' Strategies for Securing Informal Resources in Street-Level Bureaucracy Knowing When Not to Know: Organizational Ignorance in Street-Level Bureaucracy Strategic Ambiguity in Migration Policy: From Political Compromise to Street-Level Contestation in Undocumented Migrants’ Healthcare Access in Sweden Automating income protection: Reconfiguring caseworker roles in a digitalised Norwegian welfare administration Now You See Me, Now You Don’t: The Dilemmas of the Visibility Triad in Automated Welfare Support within Sanction: Street-Level Practices in the Norwegian Drug Court Program (ND) Where the Algorithm Lands. Discretion and Local Context in Digital Profiling Systems: Evidence from Two Italian Regions Between Norm and Practice: Asylum Decision-Making in Portugal and Italy
Discretionary power	Professionals without Profession: Frontstage Discretion, Backstage Sensemaking
Documentation practices	From Documenting to Editing: How AI Transforms Documentation and Discretion in Frontline Work
Drug Court Program (ND)	Support within Sanction: Street-Level Practices in the Norwegian Drug Court Program (ND)
E
Early Mover	Power and Equity in Digitalized Welfare: Evidence from Parental Benefit Choices in Norway
education	Street-Level Managers as Educational Gatekeepers: Containing Politicization in Wartime
educational policies	How teachers promote equity? A systematic literature review
Educational reform	Street-level bureaucrats within contexts of conflictive and polarized policy ideas: The case of Brazil's education reform
emotion work	Emotional labour behind the screen – deep and surface acting with digital technology
emotional labour	Emotional labour and affective governance in trauma-informed welfare administration Working with and Through Emotions: Affective Governance in Slovenian Public Employment Services Two-Sided Emotional labour: Unemployed citizens and the Affective Demands of Activation
emotions	Beyond gut feelings: epistemic emotions in frontline work “Moving With Citizens”: Trusting, Listening, Engaging Revisiting Emotional Experiences in Citizen Encounters with Street-Level
Employability	Integrating while on the Move? Subjective Experiences of Ukrainian Protection-Holders with Local Jobcentres in Germany
employer engagement	Public employer services for working with people with disabilities. Rethinking the role of PES agencies and professionals
employers as street level bureaucrats	Employers as Street-Level Bureaucrats: Moral Displacement and Care-Oriented Paternalism
employment agencies/services	Networking at the Frontline: Antecedents of Street-Level Bureaucrats’ External Contacts in German Job Centers
Employment assistance	The “Matthew Effect” of Employment Assistance Standardization on Service Delivery Effectiveness: The Case of the Workers’ Employability Guarantee in Italy
employment services	In numbers we trust? – The factors shaping frontline managers’ and -workers’ trust or mistrust in performance information. Negotiating Activation and Social Investment at the Street-Level of Employment Services How Street-Level Staff manage Linguistic Diversity – The Example of German Job Centres
Endless demand	Digital service provision – a cure for “endless” demand?
equal treatment	Equality and equity at the frontlines: Conceptualizing heuristics of equal treatment in street-level decision making
equality	Equality and equity at the frontlines: Conceptualizing heuristics of equal treatment in street-level decision making
Equity	Equality and equity at the frontlines: Conceptualizing heuristics of equal treatment in street-level decision making “Everybody should be able to attend to any client, but…” – How frontline workers and supervisors make sense of citizens’ differential treatment of staff How teachers promote equity? A systematic literature review How does target group profile condition the responsiveness of frontline professionals’ use of artificial intelligence?
equity and equality	Responsiveness in frontline interactions – A matter of cue, conviction or socialization?
ethics	Bureaucrats or Professionals? Knowledge and Ethics in Street-Level Work
ethics of care	Relational leadership, ethics of care, and co-production
ethnographic fieldwork	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
Ethnography	Adapting to change: How frontline healthcare professionals respond to digital technologies Producing Non-Take-Up: Discretion, Moral Boundary-Work and Relational Gatekeeping in Italian Anti-Poverty Policy Reconfiguring Street-Level Bureaucracy under Austerity Localism On Whose Terms? Legibility and Power in Digital-First Welfare Bringing Politics Closer to the Frontline: Changing Political–Administrative Relations in Responsive Social Services
executive power transitions	When newly elected officials meet street-level bureaucrats: A qualitative study of executives in Brazil and Belgium
F
family	What indicates professional social work with families for whom? Testing a questionnaire about professionalized family concepts with social workers and parents
family work	“Trust-work” among street-level bureaucrats in family work with migrants in Finland - an analytical framework
fighter identity	Fighting For, Against, and With: How Do Everyday Struggles Shape the Professional Identity of Street-Level Bureaucrats?
Flexibility	Social investments at the frontline of homelessness services: Managing contracted flexibility, normative tensions and coping responses
frontline healthcare professionals	Adapting to change: How frontline healthcare professionals respond to digital technologies
Frontline healthcare workers	Exercising Discretion through Personal Technology: Informal use of Mobile Phone by Community-Level Healthcare Workers in India
Frontline interactions	Trust in expertise or trust in the person? Exploring the relationship between profes-sional and personal citizen trust in frontline interactions
frontline justice	“Moving With Citizens”: Trusting, Listening, Engaging
frontline narratives	Bureaucrats or Professionals? Knowledge and Ethics in Street-Level Work
Frontline organisations	Managing the Refugee Question: How Frontline Organizations Shape Central Policy-Making upwards
frontline practice	From People to Cases: Categorization Work and the Reconfiguration of Discretion in Street-Level Bureaucracy
Frontline professional	How Patients and Clinicians Navigate Digitally Supported Care to Make Care Fit around multiple chronic conditions: a qualitative study
Frontline professionals	Social investments at the frontline of homelessness services: Managing contracted flexibility, normative tensions and coping responses How Do Citizens Experience Responsiveness in Encounters with Professionals using AI? How does target group profile condition the responsiveness of frontline professionals’ use of artificial intelligence?
Frontline work	From Documenting to Editing: How AI Transforms Documentation and Discretion in Frontline Work
frontline workers	AT THE FRONTLINE OF DELIVERING PRECARIOUS JOBS
G
Ghana	Navigating ‘The Protocol’: Political Dimensions in the Process to Become a Prison Officer in Ghana
Governance arrangements	Exercising Discretion through Personal Technology: Informal use of Mobile Phone by Community-Level Healthcare Workers in India
governmentality studies	Working with and Through Emotions: Affective Governance in Slovenian Public Employment Services
group-based frontline interaction	Meeting the system collectively: Group-based value co-creation in public employment services
H
Health systems	Anticipatory Street-Level Bureaucracy: Reducing Avoidable Hospital Readmission in Sweden
Healthcare	How Patients and Clinicians Navigate Digitally Supported Care to Make Care Fit around multiple chronic conditions: a qualitative study Strategic Ambiguity in Migration Policy: From Political Compromise to Street-Level Contestation in Undocumented Migrants’ Healthcare Access in Sweden
higher education	Strengthening public professionalism in a changing activation landscape: the role of higher education
Homelessness	Social investments at the frontline of homelessness services: Managing contracted flexibility, normative tensions and coping responses Chasing rights: Lived experiences of administrative burdens in Belgian housing trajectories
Homelessness prevention	Social Work Professionals’ Moral Reasoning in Preventing Homelessness Among Young People Leaving Out-of-Home Care in Nordic Welfare States
Hospitals	Implementing Data Protection Through Multi‑Professional Knowledge: Evidence from Swiss and French Hospitals
housing exclusion	Chasing rights: Lived experiences of administrative burdens in Belgian housing trajectories
Hungary	Leaving, Staying, and What is Left Behind: Social Workers as Political Agents in Hungary’s Post-Welfare Regime
Hybrid governance	Does collaboration between welfare services and employers bring jobless people with complex needs back into work?
I
ICT in social services	Towards a conceptualization of relational engagement in digital social work. An integrative and generative literature review
Identification	Equity through Identification: The Role of Shared Life Experiences in Shaping Social Equity at the Street Level
inequalities	How teachers promote equity? A systematic literature review
inequality	Reconsidering Intersectionality in Citizen-State Encounters
Informal digital innovation	Exercising Discretion through Personal Technology: Informal use of Mobile Phone by Community-Level Healthcare Workers in India
informal resources	"Playing the Game": Clients' Strategies for Securing Informal Resources in Street-Level Bureaucracy
Information-sharing	Social work as police work? Knowledge negotiation in frontline inter-agency collaboration and reporting practices
Inner check	Anticipatory Street-Level Bureaucracy: Reducing Avoidable Hospital Readmission in Sweden
Innovation	Social investments at the frontline of homelessness services: Managing contracted flexibility, normative tensions and coping responses
Institutional Design	Between Norm and Practice: Asylum Decision-Making in Portugal and Italy
institutional ethnography	Revisiting Emotional Experiences in Citizen Encounters with Street-Level
Inter-organizational collaboration	Does collaboration between welfare services and employers bring jobless people with complex needs back into work?
inter-organizational deliberation	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
Interaction quality	Conceptualising the interaction quality in public service encounters: A theoretical and empirical exploration
interactions	Revisiting Emotional Experiences in Citizen Encounters with Street-Level
Interagency collaboration	Social work as police work? Knowledge negotiation in frontline inter-agency collaboration and reporting practices
interfaces	‘Chucking Their Stuff into ChatGPT and Hitting Send’: AI Slop in the Administrative State
intersectionality	Reconsidering Intersectionality in Citizen-State Encounters
involuntary activation	Voluntary Resignation and Involuntary Activation: navigating the motherhood penalty at the street-level
J
Jobcentre	Integrating while on the Move? Subjective Experiences of Ukrainian Protection-Holders with Local Jobcentres in Germany
Judicial oversight	Negotiating Legality: Street-Level Discretion and Judicial Oversight in Welfare-State Decision-Making
Judicialization	“Inventing a new role”, from contestation to collaboration: dilemmas, tensions and practices of legal aid services involved in the Swiss asylum procedure
K
knowledge	Bureaucrats or Professionals? Knowledge and Ethics in Street-Level Work Social work as police work? Knowledge negotiation in frontline inter-agency collaboration and reporting practices
Knowledge mobilization	Beyond gut feelings: epistemic emotions in frontline work Knowledge mobilization between street-level professionals, managers, and policymakers Implementing Data Protection Through Multi‑Professional Knowledge: Evidence from Swiss and French Hospitals 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
Knowledge use	In numbers we trust? – The factors shaping frontline managers’ and -workers’ trust or mistrust in performance information.
Knowledge-seeking	Beyond gut feelings: epistemic emotions in frontline work
L
Labor experts	Feeling seen and heard: Affective labor in activating long-term sick-listed employees to return to work
Labour market integration	Does collaboration between welfare services and employers bring jobless people with complex needs back into work?
language	The role of language in participatory recordkeeping practice: Child welfare practitioners’ perspectives
language mediation	How Street-Level Staff manage Linguistic Diversity – The Example of German Job Centres
Large Language Model	Co-creation with Street-Level Bureaucrats, researchers, and Large Language Models
Learning constraints	Boundary-Spanning Work and Role Uncertainty of Street Level Bureaucrats: Why Professional Learning Breaks Down
Leaving out‑of‑home care	Social Work Professionals’ Moral Reasoning in Preventing Homelessness Among Young People Leaving Out-of-Home Care in Nordic Welfare States
Legal aid services (LAS)	“Inventing a new role”, from contestation to collaboration: dilemmas, tensions and practices of legal aid services involved in the Swiss asylum procedure
Legality and rule of law	Negotiating Legality: Street-Level Discretion and Judicial Oversight in Welfare-State Decision-Making
Legibility	On Whose Terms? Legibility and Power in Digital-First Welfare
Life histories	Exploring the State from below: Visual methods, life stories and citizens’perspectives in street-level research
liminality	Impasse or productive friction? Refugees’ welfare state encounters from a life course perspective
linguistic diversity	How Street-Level Staff manage Linguistic Diversity – The Example of German Job Centres
lived experience	Chasing rights: Lived experiences of administrative burdens in Belgian housing trajectories
Local complexities	Who is meeting where? Mobilizing spatial knowledge to understand local complexities in street-level work
local government	Continuation or reconfiguration? AI and the future of street-level bureaucracy 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
Local governments	The regulation of (un)paid work: Local welfare regimes and street-level discretion in the Netherlands
longterm unemployment	Employers as Street-Level Bureaucrats: Moral Displacement and Care-Oriented Paternalism
low income	Revisiting Emotional Experiences in Citizen Encounters with Street-Level
M
Matthew effect	The “Matthew Effect” of Employment Assistance Standardization on Service Delivery Effectiveness: The Case of the Workers’ Employability Guarantee in Italy
Means-testing	Bureaucratic Repair Work: Codification, Displacement, and the Structural Management of Administrative Failure
measuring perceptions of citizen involvement	Citizen Involvement and Perceived Value in Public Employment Services: Developing and Testing a Survey Instrument
Mental health	Intimate welfare in the name of “holistic care”
Methodological issues	Citizen Involvement and Perceived Value in Public Employment Services: Developing and Testing a Survey Instrument
migrants	“Trust-work” among street-level bureaucrats in family work with migrants in Finland - an analytical framework
migration	How Street-Level Staff manage Linguistic Diversity – The Example of German Job Centres
Minimum income	Producing Non-Take-Up: Discretion, Moral Boundary-Work and Relational Gatekeeping in Italian Anti-Poverty Policy
Minimum Income Schemes	Navigating the Dual Mandate: Street-Level Bureaucracy and the Evolution of Control in Minimum Income Schemes. A Milan-Strasbourg Comparison
minority religions	Small Faiths, Big Challenges: Minority Religions and State Governance in Sweden
Minority-led organisations	Mediating the Welfare State: The role of welfare rights advisers in mitigating racial inequalities in accessing social security in the UK
mixed methods	How Street-Level Staff manage Linguistic Diversity – The Example of German Job Centres
Moral agency	Social Work Professionals’ Moral Reasoning in Preventing Homelessness Among Young People Leaving Out-of-Home Care in Nordic Welfare States
Moral logics	The regulation of (un)paid work: Local welfare regimes and street-level discretion in the Netherlands
moving with	“Moving With Citizens”: Trusting, Listening, Engaging
N
network governance	Networking at the Frontline: Antecedents of Street-Level Bureaucrats’ External Contacts in German Job Centers
networks	Networking at the Frontline: Antecedents of Street-Level Bureaucrats’ External Contacts in German Job Centers
New Public Governance	Beyond Activation? Collaborative Innovation and Relational Support in Singapore’s ComLink+ Programme
new public management	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
non-compliance	Leaving, Staying, and What is Left Behind: Social Workers as Political Agents in Hungary’s Post-Welfare Regime
Non-Take-Up	Producing Non-Take-Up: Discretion, Moral Boundary-Work and Relational Gatekeeping in Italian Anti-Poverty Policy
Nordic welfare states	Social Work Professionals’ Moral Reasoning in Preventing Homelessness Among Young People Leaving Out-of-Home Care in Nordic Welfare States
normative professionalisation	Strengthening public professionalism in a changing activation landscape: the role of higher education
Normative tensions	Social investments at the frontline of homelessness services: Managing contracted flexibility, normative tensions and coping responses
O
organizational constraints	“Moving With Citizens”: Trusting, Listening, Engaging
organizational discretion	Voluntary Resignation and Involuntary Activation: navigating the motherhood penalty at the street-level
Organizational ignorance	Knowing When Not to Know: Organizational Ignorance in Street-Level Bureaucracy
P
participation	The role of language in participatory recordkeeping practice: Child welfare practitioners’ perspectives
paternalistic practises	Employers as Street-Level Bureaucrats: Moral Displacement and Care-Oriented Paternalism
Patient-professional relationship	How Patients and Clinicians Navigate Digitally Supported Care to Make Care Fit around multiple chronic conditions: a qualitative study
pension fund	Repairing Digital Welfare: Volunteer Advisors and Maintenance Strategies for Welfare Infrastructures
people with disabilities	Public employer services for working with people with disabilities. Rethinking the role of PES agencies and professionals
People-processing/People-changing	Conceptualising the interaction quality in public service encounters: A theoretical and empirical exploration
Performance Measurement and Management	In numbers we trust? – The factors shaping frontline managers’ and -workers’ trust or mistrust in performance information.
Physical child abuse	Knowing When Not to Know: Organizational Ignorance in Street-Level Bureaucracy
policy	Assembling Policy and Code: Challenging Policy Realism and Extending SLB Research in Digital Welfare Governance
Policy changes	Street-level bureaucrats within contexts of conflictive and polarized policy ideas: The case of Brazil's education reform
Policy feedback	Strategic Ambiguity in Migration Policy: From Political Compromise to Street-Level Contestation in Undocumented Migrants’ Healthcare Access in Sweden
Policy ideas	Street-level bureaucrats within contexts of conflictive and polarized policy ideas: The case of Brazil's education reform
Policy Implementation	Implementing Data Protection Through Multi‑Professional Knowledge: Evidence from Swiss and French Hospitals
Policy process	Knowledge mobilization between street-level professionals, managers, and policymakers
Political dynamics	Bringing Politics Closer to the Frontline: Changing Political–Administrative Relations in Responsive Social Services
political-administrative relations	When newly elected officials meet street-level bureaucrats: A qualitative study of executives in Brazil and Belgium
politicization	Street-Level Managers as Educational Gatekeepers: Containing Politicization in Wartime
Post-compliance	From sanctions to relationships: Street level practice in Australia’s voluntary Parent Pathways program
post-welfare regime	Leaving, Staying, and What is Left Behind: Social Workers as Political Agents in Hungary’s Post-Welfare Regime
Poverty	Producing Non-Take-Up: Discretion, Moral Boundary-Work and Relational Gatekeeping in Italian Anti-Poverty Policy
Power	On Whose Terms? Legibility and Power in Digital-First Welfare
precarious jobs	AT THE FRONTLINE OF DELIVERING PRECARIOUS JOBS
prison staff	Navigating ‘The Protocol’: Political Dimensions in the Process to Become a Prison Officer in Ghana
prisons	Sonic public encounters: How sound impacts relational dynamics of co-production and conflict in prisons
professional agency	Strengthening public professionalism in a changing activation landscape: the role of higher education
Professional discretion	Social Work Professionals’ Moral Reasoning in Preventing Homelessness Among Young People Leaving Out-of-Home Care in Nordic Welfare States Negotiating Legality: Street-Level Discretion and Judicial Oversight in Welfare-State Decision-Making
professional exit	Leaving, Staying, and What is Left Behind: Social Workers as Political Agents in Hungary’s Post-Welfare Regime
professional identity	Fighting For, Against, and With: How Do Everyday Struggles Shape the Professional Identity of Street-Level Bureaucrats?
professional judgment	Flipping the Script: Representations of Professional Social Work Decision-Making in Swedish AI Policy
professional mandate	What indicates professional social work with families for whom? Testing a questionnaire about professionalized family concepts with social workers and parents
Professional practice	“Everybody should be able to attend to any client, but…” – How frontline workers and supervisors make sense of citizens’ differential treatment of staff
Professionalisation	Organising Professionalisation at the Street Level. Evidence from Italian Active Labour Market Policies.
professionalism	Bureaucrats or Professionals? Knowledge and Ethics in Street-Level Work Navigating ‘The Protocol’: Political Dimensions in the Process to Become a Prison Officer in Ghana
professionalization	What indicates professional social work with families for whom? Testing a questionnaire about professionalized family concepts with social workers and parents
Professionals without profession	Professionals without Profession: Frontstage Discretion, Backstage Sensemaking
public employment service	Voluntary Resignation and Involuntary Activation: navigating the motherhood penalty at the street-level
public employment services	Public employer services for working with people with disabilities. Rethinking the role of PES agencies and professionals AT THE FRONTLINE OF DELIVERING PRECARIOUS JOBS Working with and Through Emotions: Affective Governance in Slovenian Public Employment Services
public encounters	Sonic public encounters: How sound impacts relational dynamics of co-production and conflict in prisons Encountering the State in a Marketized Long-Term Care System: Institutional Distrust and Citizen Coping Strategies
Public service	The Bureaucratic Condition: Alienation and Resonance in Public Service
Public service encounter	Conceptualising the interaction quality in public service encounters: A theoretical and empirical exploration
Q
Qualitative methods	Trust in expertise or trust in the person? Exploring the relationship between profes-sional and personal citizen trust in frontline interactions Exploring the State from below: Visual methods, life stories and citizens’perspectives in street-level research
qualitative research (Denmark & Netherlands)	The double paradox on complexity and customization in welfare state reform: Street-level shifts in Denmark and the Netherlands
R
Racial inequalities	Mediating the Welfare State: The role of welfare rights advisers in mitigating racial inequalities in accessing social security in the UK
radical politics	Bureaucratic Politics in Action: Agency, Subjectivity, and Ideals across Street-Level Organisations
Reconfiguration	Continuation or reconfiguration? AI and the future of street-level bureaucracy
recordkeeping	The role of language in participatory recordkeeping practice: Child welfare practitioners’ perspectives
Recovery Capital	The elusive problem of knowledge-based social work
recruitment	Navigating ‘The Protocol’: Political Dimensions in the Process to Become a Prison Officer in Ghana
Refugee integration programmes	Intimate welfare in the name of “holistic care”
Refugee reception	Intimate welfare in the name of “holistic care”
refugees	Managing the Refugee Question: How Frontline Organizations Shape Central Policy-Making upwards Impasse or productive friction? Refugees’ welfare state encounters from a life course perspective
Relational	From sanctions to relationships: Street level practice in Australia’s voluntary Parent Pathways program
Relational Employability	Beyond Activation? Collaborative Innovation and Relational Support in Singapore’s ComLink+ Programme
relational engagement	Towards a conceptualization of relational engagement in digital social work. An integrative and generative literature review
relational epistemology	Meeting the system collectively: Group-based value co-creation in public employment services
Relational leadership	Relational leadership, ethics of care, and co-production
religious governance	Small Faiths, Big Challenges: Minority Religions and State Governance in Sweden
repair work	Repairing Digital Welfare: Volunteer Advisors and Maintenance Strategies for Welfare Infrastructures
representative bureaucracy	Equity through Identification: The Role of Shared Life Experiences in Shaping Social Equity at the Street Level Reconsidering Intersectionality in Citizen-State Encounters
Resonance	The Bureaucratic Condition: Alienation and Resonance in Public Service
Responsiveness	How Patients and Clinicians Navigate Digitally Supported Care to Make Care Fit around multiple chronic conditions: a qualitative study 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 “Everybody should be able to attend to any client, but…” – How frontline workers and supervisors make sense of citizens’ differential treatment of staff 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 Bringing Politics Closer to the Frontline: Changing Political–Administrative Relations in Responsive Social Services How Do Citizens Experience Responsiveness in Encounters with Professionals using AI? How does target group profile condition the responsiveness of frontline professionals’ use of artificial intelligence?
responsiveness and administrative burden	Responsiveness in frontline interactions – A matter of cue, conviction or socialization?
Return to work	Feeling seen and heard: Affective labor in activating long-term sick-listed employees to return to work
Routinisation	Routinisation and care work: A Conceptual Paper
Rule rigidity	Bureaucratic Repair Work: Codification, Displacement, and the Structural Management of Administrative Failure
S
security perceptions	Where and for Whom Security Is Made: A Street-Level Co-Production Framework
Sensemaking	Professionals without Profession: Frontstage Discretion, Backstage Sensemaking
Service providing/Regulatory encounters	Conceptualising the interaction quality in public service encounters: A theoretical and empirical exploration
service user encounters	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.
Shared decision making	How Patients and Clinicians Navigate Digitally Supported Care to Make Care Fit around multiple chronic conditions: a qualitative study
single mothers	Revisiting Emotional Experiences in Citizen Encounters with Street-Level
Situated algorithmic governance	Where the Algorithm Lands. Discretion and Local Context in Digital Profiling Systems: Evidence from Two Italian Regions
Situated knowledge	Who is meeting where? Mobilizing spatial knowledge to understand local complexities in street-level work
Situated learning	Boundary-Spanning Work and Role Uncertainty of Street Level Bureaucrats: Why Professional Learning Breaks Down
SLB	Street-Level Bureaucracy from the Clients’ Perspective: how the lower classes experience public institutions
SLBs characteristics	“Moving With Citizens”: Trusting, Listening, Engaging
SLOs	Street-Level Organizations and the Democratic Promise
Slovenia	Working with and Through Emotions: Affective Governance in Slovenian Public Employment Services
Social Assistance	Taking Care of Due Care: AI in Social Assistance Eligibility Assessments
social care	Routinisation and care work: A Conceptual Paper
Social citizenship	Now You See Me, Now You Don’t: The Dilemmas of the Visibility Triad in Automated Welfare
Social equity	Equity through Identification: The Role of Shared Life Experiences in Shaping Social Equity at the Street Level
Social Insurance Inspectorate	Limited audit discretion? A proposed framework for analysing the design and exercise of soft state inspections for organizing welfare institutions
Social investment	Social investments at the frontline of homelessness services: Managing contracted flexibility, normative tensions and coping responses
social investment policy	Negotiating Activation and Social Investment at the Street-Level of Employment Services
Social Policy	Parallel Systems of Control – Mimicking internal structures when monitoring clients in Belgian and Swiss welfare offices
social service delivery	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
social services	Emotional labour behind the screen – deep and surface acting with digital technology
social sustainability	Where and for Whom Security Is Made: A Street-Level Co-Production Framework
Social work	Parallel Systems of Control – Mimicking internal structures when monitoring clients in Belgian and Swiss welfare offices Navigating the Dual Mandate: Street-Level Bureaucracy and the Evolution of Control in Minimum Income Schemes. A Milan-Strasbourg Comparison Negotiating Legality: Street-Level Discretion and Judicial Oversight in Welfare-State Decision-Making Social work as police work? Knowledge negotiation in frontline inter-agency collaboration and reporting practices Social Work Discretion under Austerity in Liverpool: Affective Labour, Ethical Strain and Frontline Policy Work Flipping the Script: Representations of Professional Social Work Decision-Making in Swedish AI Policy Fighting For, Against, and With: How Do Everyday Struggles Shape the Professional Identity of Street-Level Bureaucrats? What indicates professional social work with families for whom? Testing a questionnaire about professionalized family concepts with social workers and parents
socio-material entanglements	Towards a conceptualization of relational engagement in digital social work. An integrative and generative literature review
sociomateriality	Repairing Digital Welfare: Volunteer Advisors and Maintenance Strategies for Welfare Infrastructures
Soft inspections	Limited audit discretion? A proposed framework for analysing the design and exercise of soft state inspections for organizing welfare institutions
sound	Sonic public encounters: How sound impacts relational dynamics of co-production and conflict in prisons
Spatial knowledge	Who is meeting where? Mobilizing spatial knowledge to understand local complexities in street-level work
SST	Small Faiths, Big Challenges: Minority Religions and State Governance in Sweden
Standardisations	The elusive problem of knowledge-based social work
Standardization	The “Matthew Effect” of Employment Assistance Standardization on Service Delivery Effectiveness: The Case of the Workers’ Employability Guarantee in Italy
State Withdrawal	Reconfiguring Street-Level Bureaucracy under Austerity Localism
state-citizen encounters	Negotiating Activation and Social Investment at the Street-Level of Employment Services
Street level bureaucrats	A spectrum of care: Street-level bureaucrats coping strategies between care as compassion and care as motivation
Street level inspections bureaucrats	Limited audit discretion? A proposed framework for analysing the design and exercise of soft state inspections for organizing welfare institutions
street-level	What indicates professional social work with families for whom? Testing a questionnaire about professionalized family concepts with social workers and parents
Street-level bureaucracy	From People to Cases: Categorization Work and the Reconfiguration of Discretion in Street-Level Bureaucracy Balancing care and governance: the doing of municipal labor market policy Navigating the Dual Mandate: Street-Level Bureaucracy and the Evolution of Control in Minimum Income Schemes. A Milan-Strasbourg Comparison Chasing rights: Lived experiences of administrative burdens in Belgian housing trajectories Intimate welfare in the name of “holistic care” “Trust-work” among street-level bureaucrats in family work with migrants in Finland - an analytical framework Knowing When Not to Know: Organizational Ignorance in Street-Level Bureaucracy Street-Level Managers as Educational Gatekeepers: Containing Politicization in Wartime Street-Level Bureaucrats and Artificial Intelligence: A systematic review of how AI shapes frontline work Continuation or reconfiguration? AI and the future of street-level bureaucracy Where and for Whom Security Is Made: A Street-Level Co-Production Framework Reconfiguring Street-Level Bureaucracy under Austerity Localism Bureaucratic Repair Work: Codification, Displacement, and the Structural Management of Administrative Failure Street-level bureaucrats within contexts of conflictive and polarized policy ideas: The case of Brazil's education reform Exploring the State from below: Visual methods, life stories and citizens’perspectives in street-level research Fighting For, Against, and With: How Do Everyday Struggles Shape the Professional Identity of Street-Level Bureaucrats? Support within Sanction: Street-Level Practices in the Norwegian Drug Court Program (ND) Strengthening public professionalism in a changing activation landscape: the role of higher education Power and Equity in Digitalized Welfare: Evidence from Parental Benefit Choices in Norway Between Norm and Practice: Asylum Decision-Making in Portugal and Italy Bureaucrat-citizen interactions in contexts of violence and vulnerability in education, social assistance, and health policies in Brazil
street-level bureaucrats	When newly elected officials meet street-level bureaucrats: A qualitative study of executives in Brazil and Belgium Feeling seen and heard: Affective labor in activating long-term sick-listed employees to return to work
Street-level discretion	The regulation of (un)paid work: Local welfare regimes and street-level discretion in the Netherlands
Street-level implementation	Professionals without Profession: Frontstage Discretion, Backstage Sensemaking
Street-level interactions	Context put to use – How value is co-created and destroyed in public youth employment services
street-level managers	Street-Level Managers as Educational Gatekeepers: Containing Politicization in Wartime
Street-level organizations	Knowledge mobilization between street-level professionals, managers, and policymakers
Street-level professionalism	Boundary-Spanning Work and Role Uncertainty of Street Level Bureaucrats: Why Professional Learning Breaks Down
street-level professionals	Equality and equity at the frontlines: Conceptualizing heuristics of equal treatment in street-level decision making
Street-level research	Street-Level Organizations and the Democratic Promise
Street-level workers' mobility	Who is meeting where? Mobilizing spatial knowledge to understand local complexities in street-level work
Street-level-bureaucracy	Anticipatory Street-Level Bureaucracy: Reducing Avoidable Hospital Readmission in Sweden
struggle	Fighting For, Against, and With: How Do Everyday Struggles Shape the Professional Identity of Street-Level Bureaucrats?
subjectivity	Bureaucratic Politics in Action: Agency, Subjectivity, and Ideals across Street-Level Organisations
survey	Networking at the Frontline: Antecedents of Street-Level Bureaucrats’ External Contacts in German Job Centers
survey data	Citizen Involvement and Perceived Value in Public Employment Services: Developing and Testing a Survey Instrument
Sweden	Small Faiths, Big Challenges: Minority Religions and State Governance in Sweden Balancing care and governance: the doing of municipal labor market policy
Symbolic policy	Strategic Ambiguity in Migration Policy: From Political Compromise to Street-Level Contestation in Undocumented Migrants’ Healthcare Access in Sweden
synchronous communication	Towards a conceptualization of relational engagement in digital social work. An integrative and generative literature review
System-Level Discretion	Power and Equity in Digitalized Welfare: Evidence from Parental Benefit Choices in Norway
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Target group profile	How Do Citizens Experience Responsiveness in Encounters with Professionals using AI? How does target group profile condition the responsiveness of frontline professionals’ use of artificial intelligence?
teachers	How teachers promote equity? A systematic literature review
trauma-informed practice	Emotional labour and affective governance in trauma-informed welfare administration
trust	“Trust-work” among street-level bureaucrats in family work with migrants in Finland - an analytical framework Encountering the State in a Marketized Long-Term Care System: Institutional Distrust and Citizen Coping Strategies
Turkey	Bureaucratic Politics in Action: Agency, Subjectivity, and Ideals across Street-Level Organisations
U
Ukrainian protection-holders	Integrating while on the Move? Subjective Experiences of Ukrainian Protection-Holders with Local Jobcentres in Germany
Undocumented migrants	Strategic Ambiguity in Migration Policy: From Political Compromise to Street-Level Contestation in Undocumented Migrants’ Healthcare Access in Sweden
unemployed jobseekers	AT THE FRONTLINE OF DELIVERING PRECARIOUS JOBS
Unemployment	Balancing care and governance: the doing of municipal labor market policy Two-Sided Emotional labour: Unemployed citizens and the Affective Demands of Activation
Unemployment Insurance Inspectorate	Limited audit discretion? A proposed framework for analysing the design and exercise of soft state inspections for organizing welfare institutions
Unpaid work	The regulation of (un)paid work: Local welfare regimes and street-level discretion in the Netherlands
Upward influence	Managing the Refugee Question: How Frontline Organizations Shape Central Policy-Making upwards
urban security	Where and for Whom Security Is Made: A Street-Level Co-Production Framework
V
value co-creation	Meeting the system collectively: Group-based value co-creation in public employment services
Value co-creation / co-destruction	Context put to use – How value is co-created and destroyed in public youth employment services
Violence	Bureaucrat-citizen interactions in contexts of violence and vulnerability in education, social assistance, and health policies in Brazil
virtual care	Adapting to change: How frontline healthcare professionals respond to digital technologies
Visual data	Exploring the State from below: Visual methods, life stories and citizens’perspectives in street-level research
Voluntary	From sanctions to relationships: Street level practice in Australia’s voluntary Parent Pathways program
voluntary resignation	Voluntary Resignation and Involuntary Activation: navigating the motherhood penalty at the street-level
Vulnerability	Bureaucrat-citizen interactions in contexts of violence and vulnerability in education, social assistance, and health policies in Brazil
vulnerable groups	Chasing rights: Lived experiences of administrative burdens in Belgian housing trajectories
W
war	Street-Level Managers as Educational Gatekeepers: Containing Politicization in Wartime
Welfare	Balancing care and governance: the doing of municipal labor market policy
Welfare appeals	Bureaucratic Repair Work: Codification, Displacement, and the Structural Management of Administrative Failure
welfare conditionality	Navigating two logics of activation: Job centre interactions in the tension between co-production and welfare conditionality
Welfare eligibility	Taking Care of Due Care: AI in Social Assistance Eligibility Assessments
welfare encounters	Impasse or productive friction? Refugees’ welfare state encounters from a life course perspective
Welfare governance	Producing Non-Take-Up: Discretion, Moral Boundary-Work and Relational Gatekeeping in Italian Anti-Poverty Policy Now You See Me, Now You Don’t: The Dilemmas of the Visibility Triad in Automated Welfare
welfare infrastructure	Repairing Digital Welfare: Volunteer Advisors and Maintenance Strategies for Welfare Infrastructures
Welfare rights advice	Mediating the Welfare State: The role of welfare rights advisers in mitigating racial inequalities in accessing social security in the UK
Welfare Service	Parallel Systems of Control – Mimicking internal structures when monitoring clients in Belgian and Swiss welfare offices
Welfare services	Digital service provision – a cure for “endless” demand?
welfare state	Small Faiths, Big Challenges: Minority Religions and State Governance in Sweden Intimate welfare in the name of “holistic care” “Trust-work” among street-level bureaucrats in family work with migrants in Finland - an analytical framework
Welfare state reform	The double paradox on complexity and customization in welfare state reform: Street-level shifts in Denmark and the Netherlands
Welfare to Work	A spectrum of care: Street-level bureaucrats coping strategies between care as compassion and care as motivation
Welfare-state governance	Negotiating Legality: Street-Level Discretion and Judicial Oversight in Welfare-State Decision-Making
Welfare-to-Work	Emotional labour and affective governance in trauma-informed welfare administration Two-Sided Emotional labour: Unemployed citizens and the Affective Demands of Activation
wicked problems	Support within Sanction: Street-Level Practices in the Norwegian Drug Court Program (ND)
work ethos	Navigating ‘The Protocol’: Political Dimensions in the Process to Become a Prison Officer in Ghana
Workfare	A spectrum of care: Street-level bureaucrats coping strategies between care as compassion and care as motivation
Workfare policy	The regulation of (un)paid work: Local welfare regimes and street-level discretion in the Netherlands
Working alliance	Feeling seen and heard: Affective labor in activating long-term sick-listed employees to return to work
working mothers	Voluntary Resignation and Involuntary Activation: navigating the motherhood penalty at the street-level
Y
Youth employment services (NEET)	Context put to use – How value is co-created and destroyed in public youth employment services
Z
Zacka	Social investments at the frontline of homelessness services: Managing contracted flexibility, normative tensions and coping responses

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