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- Berlin, Johan, 1975, et al.
(författare)
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How do street-level bureaucrats manage high workloads? Collegial mechanisms at the organisational level—experiences from public healthcare organisations
- 2022
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Ingår i: European Management Review. - : Wiley. - 1740-4754 .- 1740-4762. ; 19:2, s. 299-312
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Tidskriftsartikel (refereegranskat)abstract
- The aim of this study is to understand and explain how street-level bureaucrats manage high workloads in public healthcare organisations. Data was collected through observations, interviews and documents. The results show that high workloads are reduced through use of collegial mechanisms at the organisation level. The study shows that workloads are reduced in a two-step process, the first is a negotiation between professionals and the second in the meeting with patients. The two-step process explains the limitation problems in more detail and makes an important contribution by explaining how high workloads are reduced in public health services.
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- Liljegren, Andreas, 1970, et al.
(författare)
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The police and ‘the balance’— managing the workload within Swedish investigation units
- 2021
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Ingår i: Journal of Professions and Organizations. - : Oxford University Press (OUP). - 2051-8811 .- 2051-8803. ; 8:1, s. 70-85
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Tidskriftsartikel (refereegranskat)abstract
- Professionals within street-level organizations are essential for the delivery of public services to citizens. However, among a number of difficult dilemmas, they have to deal with an extensive workload. The police can be seen as a good example of this; they are expected to solve most crimes, including the so-called mass crimes and the more spectacular cases that make it into media headlines, and often on a continually decreasing budget. A key regulating mechanism for investigation departments in the Swedish police is the so-called balance. The balance can be described as a basket in which they put the cases that there is a desire and potential to work on but not in the immediate term. The purpose of this article is to analyse the balance as a way of rationing the workload within the Swedish police. Working with the balance consists of two processes: limiting and buffering the workload. Limiting is the practice of reducing the work in a situation. Buffering is the process of putting some work on hold to deal with later, of which the article identifies five kinds; functional, problematic, quasi, progressive, and symbolic buffering. The exploration of ‘the balance’ contributes to our understanding of how street level organizations attempt to defend their professional jurisdictions, their well-being, and their ability to complete their duties.
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| 6. |
- Szücs, Stefan, et al.
(författare)
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Coping with Citizens and Stress : Interaction Strategies during Public Service Delivery within Health Care, the Police, and Social Work
- 2019
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- Previous research and theory suggests that frontline workers adapt to workload-related stress in a number of ways, interacting towards or away from citizens, or even against citizens, but what are the actual practices of coping, and how is coping related to stress? The data comes from a web-survey sent to 990 public sector frontline workers in West Sweden during 2018 within the police, health care psychiatry, and social work organizations. The findings show that there are significant differences in stress: highest average level among social workers, followed by police officers, and heath care psychiatry. Four ways of moving towards clients – through prioritizing motivated clients, rule bending/breaking, instrumental action, or using personal resources – and three ways of moving away from clients – through aggression, by rationing, or routinizing – are revealed (H1). Prioritizing and aggression are most common within the police, rule bending/breaking and routinizing in social work, and instrumental action within health care (H2), but only instrumental action does not significantly increase stress, on top of individual characteristics and organizational demands and resources (H3).
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| 7. |
- Szücs, Stefan, 1964, et al.
(författare)
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Coping with Citizens and Stress: Interaction Strategies during Public Service Delivery within Health Care, the Police, and Social Work
- 2019
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Ingår i: 3rd Street-level Bureaucracy Conference, Aalborg University, Copenhagen, June 11-13..
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- Previous research and theory suggests that frontline workers adapt to workload-related stress in a number of ways, interacting towards or away from citizens, or even against citizens, but what are the actual practices of coping, and how is coping related to stress? The data comes from a web-survey sent to 990 public sector frontline workers in West Sweden during 2018 within the police, health care psychiatry, and social work organizations. The findings show that there are significant differences in stress: highest average level among social workers, followed by police officers, and heath care psychiatry. Four ways of moving towards citizens – through prioritizing motivated clients, rule bending/breaking, instrumental action, or using personal resources – and three ways of moving away from citizens – through aggression, by rationing, or routinizing – are revealed. Prioritizing and aggression are most common within the police, rule bending/breaking and routinizing in social work, and instrumental action within health care, but only instrumental action does not significantly increase stress, on top of individual characteristics and organizational demands and resources.
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