Dimensions of discretionary practices : Swedish social insurance officials assessing work ability in a highly regulative context

• Frontline work is most often performed in direct encounters with clients. Several scholars have developed models and methods for analysing these encounters to explain the distinctive features of discretionary practices. Such an analysis must move between several layers of social reality, and therefore it requires the integration of several different types of data. In this article our main objective is to develop a ‘multi-level’ approach for understanding how discretionary practices grow in the interplay between conditions at institutional, as well as interactional and individual levels. We hope to contribute to an enhanced understanding of frontline work in today’s public sector. Our data comes from a group of officials in the Swedish Social Insurance Agency (SSIA) investigating the needs and rights of applicants to receive sickness compensation (sickness pension). It includes recorded phone conversations, qualitative interviews, and both administrative and regulative documents. In spite of being a strictly regulated business, and even in cases of very similar situational conditions, the analysis reveals important variations between officials in their approaches to clients, and in ways of acting in dilemmatic situations. Such variations are traced back to individual-level differences in moral dispositions and professional beliefs.

Ämnesord

SAMHÄLLSVETENSKAP  -- Sociologi -- Socialt arbete (hsv//swe)

SOCIAL SCIENCES  -- Sociology -- Social Work (hsv//eng)

SAMHÄLLSVETENSKAP  -- Sociologi -- Sociologi (hsv//swe)

SOCIAL SCIENCES  -- Sociology -- Sociology (hsv//eng)

SAMHÄLLSVETENSKAP  -- Medie- och kommunikationsvetenskap (hsv//swe)

SOCIAL SCIENCES  -- Media and Communications (hsv//eng)

Nyckelord

Frontline staff

Social insurance

Street-level bureaucrats

discretion

occupational role

sickness compensation

work ability

Social Work

Socialt arbete

Publikations- och innehållstyp

vet (ämneskategori)

rap (ämneskategori)