UID:
almafu_9960819752702883
Format:
1 online resource (74 pages) :
,
digital, PDF file(s).
ISBN:
1-009-11582-0
,
1-009-11502-2
,
1-009-10582-5
Series Statement:
Cambridge elements. Elements in public and nonprofit administration,
Content:
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.
Note:
Title from publisher's bibliographic system (viewed on 01 Aug 2022).
,
Cover -- Title page -- Copyright page -- The Hidden Tier of Social Services: Frontline Workers' Provision of Informal Resources in the Public, Nonprofit, and Private Sectors -- Contents -- 1 Introduction -- 2 Discretion on the Front Line in Context -- 2.1 Welfare Reforms and Diminishing Governmental Resources -- 2.2 New Public Management -- 2.3 Public Value Governance -- 2.4 Discretion and Coping Strategies -- 2.5 First Hints of Workers' Provision of Personal Resources -- 3 General Design for Exploring the Hidden Tier of Frontline Service Delivery: Qualitative Method -- 3.1 Studies 1 and 2: Methodological Procedure -- 3.1.1 Samples -- 3.1.2 Instrument -- 3.1.3 Procedure -- 3.1.4 Saturation Points -- 4 The Provision of Informal Resources in the Public Sector -- 4.1 Emotional Informal Resources -- 4.2 Instrumental Informal Resources -- 4.3 Material Informal Resources -- 5 Provision of Informal Resources: Sector Comparison -- 5.1 Hybridity at the Frontline of Public Service Delivery -- 5.2 Hybridity in Action: How to Differentiate between Sectors? -- 5.3 Analytical Procedure of Sector Comparison -- 5.4 Particular Role Perceptions -- 5.4.1 Public Sector: Public Representative -- 5.4.2 Nonprofit sector: Humanity Representative -- 5.4.3 Private Sector: Organization Representative -- 5.5 Variations in the Provision of Informal Personal Resources -- 5.6 Meta-category: Emotional Aspects -- 5.6.1 Extra Personal Treatment, Informal Support, and Availability -- 5.6.2 Emotional Aspects, Public Sector -- 5.6.3 Emotional Aspects, Nonprofit Sector -- 5.6.4 Emotional Aspects, Private Sector -- 5.6.5 Emotional Aspects: Summary -- 5.7 Meta-category: Instrumental Aspects -- 5.7.1 Facilitating Procedures and Assisting with Bureaucracy -- 5.7.2 Facilitating Procedures and Assisting with Bureaucracy,Public Sector.
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5.7.3 Facilitating Procedures and Assisting with Bureaucracy,Nonprofit Sector -- 5.7.4 Facilitating Procedures and Assisting with Bureaucracy,Private Sector -- 5.7.5 Other Services Not Part of Formal Work -- 5.7.6 Other Services Not Part of Formal Work, Public Sector -- 5.7.7 Other Services Not Part of Formal Work, Nonprofit Sector -- 5.7.8 Other Services Not Part of Formal Work, Private Sector -- 5.7.9 Instrumental Aspects: Summary -- 5.8 Meta-category: Material Aspects -- 5.8.1 Recruiting Material Resources from Others -- 5.8.2 Recruiting Material Resources from Others, Public Sector -- 5.8.3 Recruiting Material Resources from Others, Nonprofit Sector -- 5.8.4 Recruiting Material Resources from Others, Private Sector -- 5.8.5 Providing Personal Material Resources -- 5.8.6 Providing Personal Material Resources, Public Sector -- 5.8.7 Providing Personal Material Resources, Nonprofit Sector -- 5.8.8 Providing Personal Material Resources, Private Sector -- 5.8.9 Material Aspects: Summary -- 5.9 Conclusions Regarding Comparison -- 6 Implications of Informal Resources: Costs for Workers -- 6.1 Known Costs of Extra-Role Practices -- 6.2 Workers' Perceptions of Costs: A Cross-Sector Analysis -- 6.2.1 Costs for Public-Sector Workers -- 6.2.2 Costs for Nonprofit-Sector Workers -- 6.2.3 Costs for Private-Sector Workers -- 6.2.4 The Price of Coerced Costs versus Choice -- 7 Conclusions: Challenges in the Contemporary Provision of Social Services -- 7.1 How Does the Provision of IFRs Influence Clients/Citizens? -- 7.2 The Broader Ramifications of IFR Provision for Public Administration -- 7.3 Gender Ramifications -- 7.4 Some Preliminary Recommendations for Future Policy -- References -- Acknowledgment.
Additional Edition:
ISBN 1-009-10137-4
Language:
English
URL:
https://doi.org/10.1017/9781009105828
