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The Hidden Tier of Social Services

The Hidden Tier of Social Services

The Hidden Tier of Social Services

Frontline Workers' Provision of Informal Resources in the Public, Nonprofit, and Private Sectors
Einat Lavee, University of Haifa, Israel
August 2022
This ISBN is for an eBook version which is distributed on our behalf by a third party.
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9781009115025
$23.00
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    What do frontline social service providers do during client interactions when they lack adequate formal organizational resources to respond to clients' needs? To answer this question, this Element presents two large-scale qualitative studies of Israeli frontline providers of social services. Drawing on interviews of public-sector workers (Study 1, N=214), it introduces a widespread phenomenon, where the vast majority of frontline workers regularly provide a large range of informal personal resources (IFRs) to clients. Study 2 (N=84) then compares IFR provision between workers from the public, nonprofit and private sectors. The comparative analysis demonstrates how workers' rationale for providing personal resources to clients is shaped by particular role perceptions embedded in values, norms and behavioral expectations that vary by employment sector. The Element concludes by presenting ramifications of the phenomenon of IFR provision in terms of citizens' wellbeing, social inequality, gender relations and the future of work in public administration.

    Product details

    August 2022
    Adobe eBook Reader
    9781009115025
    0 pages
    This ISBN is for an eBook version which is distributed on our behalf by a third party.

    Table of Contents

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