Practices of activation in frontline interactions: Coercion,persuasion, and the role of trust in activation policies in Germany

Following Michael Lipsky's well‐known argument that policy is made in the daily encounters between street‐level bureaucracy and citizens, a growing body of research emphasizes that actors and organizations delivering social and labor‐market policy play a crucial role in welfare‐state politics. Using qualitative data collected at three local employment agencies in Germany, this article explores worker‐client relations as a crucial mechanism through which activation policies are translated into practice. The analysis investigates how caseworkers define their role and their relationships with clients. The findings show that it is essential for caseworkers to achieve client compliance. In such a context, building relationships of trust is a strategic instrument in overcoming possible barriers to co‐operation in the caseworker‐client interaction. Caseworkers develop strategies to create the impression of trustworthiness and to motivate both unemployed clients and employers to become trust‐givers in the caseworker‐client relation. While research has often stressed the dichotomy between disciplining and enabling elements of activation policies, our explorative study shows that persuasion and trust‐building are a further important dimension of the frontline delivery of activation policies. These strategies reflect the importance of emotional aspects of frontline work.     

The will to sanction: How sensitive are caseworkers to recipients’ responsibility when imposing sanctions on non-compliance in a welfare-to-work programme?

The activation trend in social policy entails that caseworkers on the frontlines of the welfare state are expected to decide ‘reasonable’ activation requirements for clients and when and how non-compliance should be sanctioned. This study investigates how caseworkers form judgements about their clients’ personal responsibility when activation requirements are violated and how their judgements about responsibility matter for the sanctions they impose. We find that caseworkers are sensitive to personal responsibility, varying the motivation for not fulfilling the activation requirement from a case where the client has less control (circumstances) to one with more control (choice) more than doubles sanctions.     

“I don't know what to do—Could it be cultural?” The operationalization of cultural sensitivity among street‐level workers in the Norwegian Labour and Welfare Administration

Faced with increased global migration and a more ethnically diverse clientele, several studies stress the need for more culturally sensitive welfare services. Others warn that the focus on culture might lead to the culturalization and othering of clients from ethnic minority or migrant backgrounds. In the Norwegian context, cultural sensitivity is implemented in policy documents of the Norwegian Labour and Welfare Administration (NAV) to improve services for immigrant clients. However, the operationalization of cultural sensitivity into service delivery remains unscrutinized. Based on ethnographic fieldwork at a frontline NAV‐office, this article unpacks the practical work embedded in being culturally aware, by exploring the circumstances in which street‐level workers factor culture into their comprehension and consideration of a case. The article employs a process‐oriented approach to its analysis of caseworkers' discussion of cases. Findings show that caseworkers explicitly consider culture mainly when cases appear diffuse and intangible. The caseworkers discuss plausible explanations to make sense of these cases, only one of which is culture. Thus, the caseworkers distinguish culture from the client's ethnicity or migrant background. These findings refine the perception of street‐level workers' inability to respond to questions of ethnicity and culture, by describing the dynamic processes of implicit categorization and sensemaking embedded in being aware of culture. The study also highlights the importance of empirical, ethnographic accounts to unpack the operationalization of such theoretical and ambiguous concepts into practice.     

Frontline implementation of welfare conditionality in Norway: A maternalistic practice

Welfare conditionality is both ambitious and ambiguous for the frontline workers who put policy into practice. Since January 2017, the Norwegian frontline service should require social assistance benefit recipients under the age of 30 to participate in some sort of work-related activation, so-called mandatory activation. Drawing on qualitative interviews with frontline workers at local offices in the Norwegian Public Welfare Service (NAV), we investigate how the requirement is implemented in a context of a professionalised social welfare service. Mandatory activation is arguably a paternalistic measure. Drawing on Bernardo Zacka's concept of moral dispositions and Laura Specker Sullivan's concepts of maternalism, our findings indicate that at the frontline, mandatory activation policies are implemented by maternalistic decision making, emphasising the interpersonal relation between trained caseworkers and clients. The caseworkers use their discretionary powers in the implementation of conditionality and sanctions by emphasising care and support as embedded in the strict rules.     

Motivating the unemployed: A full-range model of motivational strategies that caseworkers use to activate clients

Governments use activation policies to stimulate unemployed citizens in finding work. Caseworkers are, as front-line workers, responsible for concrete activation trajectories based on these activation policies. Little is known about how caseworkers try to get clients to participate in these activation trajectories. In a qualitative, inductive study (consisting of observations and reflective interviews) in two welfare agencies, we identified 10 motivational strategies that caseworkers employed. The full-range leadership model appeared to be an appropriate perspective to understand, systematize, and reflect on these strategies, in particular as our analyses show that these motivational strategies can be placed on a continuum ranging from laissez-faire to transactional and transformational strategies. We found that caseworkers matched their motivational strategy to the situation and client but preferred transformational strategies. Our findings implicate chances but also challenges for activation in practice and literature on front-line workers.     

Denmark: Universal or Not So Universal Welfare State

This article questions whether or not Denmark is still a universal welfare state. It does so by first offering a comparative‐based analysis of the Nordic countries on central welfare state parameters. Second, the article utilizes a case‐based analysis in respect of three core areas of the Danish welfare state—pensions, unemployment and early retirement benefit—to assess the distinctiveness of the Danish model. The article concludes that, notwithstanding the Danish model is more mixed today than it used to be, it continues to be distinct in areas such as equality, full employment, a high level of spending on social security and an active labour market policy.     

Mothers' postdivorce earnings in the context of welfare policy change

We examined in this study the implications of divorce for mothers' earnings, comparing the 1990s and the 2000s, and illuminating developments in welfare policy for single‐parent families over those two decades. After the welfare reform of 2003, the economic autonomy of single mothers, established through a combination of welfare state‐based benefits and paid labour, was delegitimised, with a turn toward the marketplace. Using a unique data set created for this research by merging Israeli census files for 1995–2008, annual administrative employment records from the National Insurance Institute and the Tax Authority, and data from the Civil Registry of Divorce, we found that most mothers tended to increase their income from paid labor following divorce. However, they did so significantly more prior to the welfare cuts than after the cuts. The results can inform policy discussions about how mothers' postdivorce earnings might be affected by welfare policy shifts.     

Islamisation and activism of a Muslim NGO in Pakistan: Jama'at‐ud‐Da'wa as a case study

This paper locates the study of Jamat‐ud‐Da'wa (JUD) within the context of global political developments. Premised on the nexus between the local and the global developments, it discusses how changes in the domestic or international arena shaped the policies of JUD after 9/11. It argues that, as a successor to the Lashker‐e‐Toiba in Pakistan, the JUD has been active in the social welfare space. It has moved into roles that reside in the domain of the state's responsibility but have passed to the private sector due to the state's failure to meet the needs of its citizens, including the provision of education and relief and rescue efforts after natural disasters. Though not categorically identified as being part of the jihadi agenda, this activism increases the appeal of the JUD among Pakistani citizens, with a possibility of increasing their declared and/or active support for JUD's views on Pakistan's foreign policy.     

Hong Kong: workfare in the world's freest economy

Chan CK. Hong Kong: workfare in the world's freest economy Int J Soc Welfare 2011: 20: 22–32 © 2009 The Author(s), Journal compilation © 2009 Blackwell Publishing Ltd and the International Journal of Social Welfare. Workfare was introduced in many countries to suppress welfare dependency and reduce social security expenditures. However, workfare was launched in Hong Kong when there was only a relatively small social security budget and its citizens still strongly adhered to the ideologies of self‐reliance. It was found that workfare has performed several functions in Hong Kong. First, by forcing unemployed claimants to give up benefits, Hong Kong has been able to save on social security expenditures. Second, workfare has combined with Hong Kong's semi‐democratic polity so that extremely stigmatising welfare measures have been implemented. Third, it has pushed poor citizens into the labour market without having any protection over wages and working hours. Thus, the combination of workfare and a semi‐democratic polity has successfully suppressed Hong Kong's welfare demands and strengthened its self‐help spirit. As a result, Hong Kong's minimal social security scheme and its low tax policy have been maintained.     

Has the Nordic Welfare Model Been Transformed?

The Nordic welfare model is undergoing a fundamental transformation. Using Denmark we show how a universal welfare state model is gradually being transformed into an emergent multi‐tiered welfare state. Whereas the Danish pension system's having become multi‐tiered in the 1990s, with private schemes – collective and individual – supplementing public schemes is well documented, scant attention has focused on more recent developments in other areas of the welfare state. This article shows how the multi‐tiered welfare state spread in the 2000s to policies for families, the unemployed and the sick. Although Denmark still offers universal coverage in core welfare state areas, the increased use of occupational and fiscal welfare as well as changes in public schemes has gradually transformed the nation into a multi‐tiered welfare state that is more dualistic and individualistic, with participation in the labour market becoming still more important for entitlement to benefits. These profound changes have taken place in such a way that although core characteristics are still in place, new structures and understandings of the welfare state are also developing. Thus classical typologies need revision, so that they include more focus on this combination of universality and institutional attachment to the labour market. Moreover, measures of what welfare comprises should include not only public but also private elements.     

The Dutch and Danish Miracles Revisited: A Critical Discussion of Activation Policies in Two Small Welfare States

Denmark and the Netherlands are usually considered to belong to two different families of welfare states: the Scandinavian and the Continental model respectively. Yet, in both states active labour market policies, or activation, have increased during the 1990s and are currently prominent. Both in Denmark and in the Netherlands activation has been viewed as an important reason for the low unemployment rates which both states have experienced since the early to mid‐1990s, hence explaining the so‐called Dutch and Danish jobs miracles. The paper examines critically the activation measures taken in both countries and their alleged positive effect upon (un)employment. It further examines their effect on rights and obligations from a citizenship perspective. The paper concludes that in both cases the positive development of labour market performance cannot primarily be attributed to activation measures. Furthermore, activation has reduced the entitlements and increased the obligations affiliated with social citizenship.     

Ageing Populations and Housing Needs: Comparing Strategic Policy Discourses in France and England

Set against a broad European policy agenda which promotes ‘ageing in place’ and representations of older people as active, independent citizens, this article compares recent English and French policy discourses on population ageing and its implications for the housing needs of increasingly large numbers of older citizens. Through analysis of six recent strategic policy statements representing each government's official responses to population ageing and its social policy implications for the 21st century, we demonstrate how differences in the social representation of the ageing process and of older peoples themselves permeate policy discourse, influencing the perceptions of the housing needs of older citizens and the role that housing itself may play in promoting independent living. In England, demographic ageing, housing and its role in facilitating independent living and active ageing are explicitly articulated, whilst in France, the housing environment has until recently, been portrayed as one which must accommodate the illness, incapacity and dependency of later life. Our article offers explanations for these differences in terms of cultural variations in the social representations or ‘constructions’ of later life, divergences in political philosophies and welfare principles.     

Compensation or competition: Bias in immigrants' access to active labour market measures

Whether participation in active labour market programmes (ALMPs) pushes individuals back into employment depends on the programme's characteristics. On the basis of encompassing registry data that allow us to control for usually unobserved employability, we find evidence of a systematic access bias whereby jobcentre caseworkers in Switzerland assign unemployed persons to activation measures based on a competition logic that is mainly driven by an economic rationale and the jobcentre's performance evaluation. This practice seems problematic because it results in an overrepresentation of immigrants in measures with little efficacy rather than in measures that could compensate for employability disadvantages. Conversely, Swiss citizens are more likely to enter beneficial human-capital-intensive measures. It is plausible that this discrepancy in programme participation amplifies the general labour market disadvantages of immigrants.     

‘A Common Sense of the Times’? Neo‐liberalism and Changing Public Opinion in New Zealand and the UK

Neo‐liberalism represents a significant and enduring shift in the politics shaping social policy. Although frequently ascribed a hegemonic, all‐powerful status that focuses our attention on the coherence found in neo‐liberal policies, this article builds on scholarly work highlighting variegation in the neo‐liberal project across different policy areas, national settings and time periods. Specifically, it employs Peck's and Tickell's (2002) view that neo‐liberalism has gone through multiple phases in response to both external and internal crises as an entry point for studying neo‐liberalism's impact on public support for the welfare state. Drawing upon New Zealand and British attitudinal data, the article argues that public reactions to an early period of retrenchment (‘roll‐back’ neo‐liberalism) differ from those reported in the ‘roll‐out’ or embedding phase of neo‐liberalism implemented by Third Way Labour Governments in both countries. Indeed, continuing public support in many policy areas arguably contributed to the internal crisis that provoked an adaptation to the neo‐liberal project. The article further explores public support for the welfare state following the external crisis provoked by the financial meltdown of 2008–09 asking whether New Zealand and British attitudes showed signs of resisting austerity measures or whether they, instead, indicated a third, ‘roll‐over’ period of neo‐liberalism where the public accepted not only a neo‐liberal economic agenda but also the need for further retrenchment of the welfare state. Conclusions about the politics of social policy at the level of public opinion offer both good and bad news for welfare state advocates.     

Social Policy from Olson to Ostrom: A Case Study of Dutch Disability Insurance

Social policy development and reform in corporatist welfare states often follows a pattern of subsequent collectivization and de‐collectivization. This has to do, the article argues, with the social problems these phases address. Early social policy development forms a response to Olson‐type collective action problems that organized actors (labour and employers' organizations) in the field experience: state‐obliged benefits solve free rider problems, while bipartite administration allows labour and employers' organizations to organize their constituencies. This solution to Olson‐type collective action problems, however, also constitutes an Ostrom‐type collective action problem. Such a system functions as a common pool resource. Individual benefit take‐up is experienced as free and the costs of benefit take‐up are collectivized in the common pool. The article illustrates this pattern with reference to Dutch disability insurance.     

Decision‐making in child welfare services: Professional discretion versus standardized templates

The article explores differences in the assessment and decision‐making processes, in child welfare services where a standardized template is implemented and in services where it is not. Child welfare services in several countries use different approaches to assess children's and families' need for intervention. In Norway, as in other European countries, there is a shortage of knowledge about decision‐making strategies. The article examines how 36 child welfare caseworkers in 6 different teams in Norway investigate, assess, and make decisions at the phase of an incoming referral. The analysed data were collected by focus group interviews. We use decision theory as a theoretical frame of reference. The analysis shows variation in the assessment procedure at different points of the process, depending on which approach was used. Despite such differences, the final decisions made were almost identical. Even though the data has its limitations because of the small number of informants, the results indicate that choice of approach is not decisive for decision‐making in the child welfare services.     

A Bourdieusian analysis of employment services workers in an era of Workfirst

This article draws on qualitative research which focused on worker experiences of Workfirst activation during the Job Services Australia (JSA) contract of employment services. The Workfirst orientation of Australian labour market programmes created imperatives for activation workers to monitor job seeker compliance with activity tests. As part of the broader cohort interviewed in the study, activation workers were interviewed about the way sanctions were used to discipline job seekers in street‐level exchanges. These workers had experienced the transition from the Job Network to JSA and had observed how a shift to Workfirst became institutionalised in organisational practices and culture. Concepts from Bourdieu's field theory are used to situate activation workers in the employment services field that became more managerial during the transition to Workfirst and where sanction‐based practice was mainstreamed. Drawing also on Peillon's sociology of welfare, employment services are described as part of the welfare field in which the activation workers experienced the misrecognition associated with Workfirst, which is described as a structure of domination. The analysis employs the concept of intersubjective recognition to draw attention to the subjective and objective co‐construction of street‐level interactions. This study has implications for understanding how welfare reforms affect activation workers, the contributors to the erosion of employment services capability, and the need for investment in workforce development in the employment services sector.     

Life after work: older Australians' experiences of early exit from the workforce

Little is known about the experience of those in the baby boom cohort who are outside the labour market. Understanding their experience has the potential to inform policy strategies to support older people to remain longer in the workforce. Using in‐depth interview data from 26 participants, this paper examines the reasons people aged between 50 and 64 years give for being not‐employed, how they perceive it affects their health, how socioeconomic characteristics shape their experience and what would entice them back into paid work. Participants' main reasons for being not‐employed included: feeling financially able and ready to exit, feeling unhappy about workplace reorganisations, disability, or their partner's retirement or ill‐health. The reasons given and the degree to which they had planned to exit the workforce affected their willingness and capacity to consider returning. Key determinants of participants' health and wellbeing after stopping paid work were the extent to which they had planned their exit and the status of their health and wealth at the time of their exit. The paper concludes there is some scope for increasing the number of employed older people if policy makers attend to workforce health and wellbeing as crucial to workforce retention policy development.     

Envisioning the Third Sector's Welfare Role: Critical Discourse Analysis of ‘Post‐Devolution’ Public Policy in the UK 1998–2012

Welfare state theory has struggled to come to terms with the role of the third sector. It has often categorized welfare states in terms of the pattern of interplay between state social policies and the structure of the labour market. Moreover, it has frequently offered an exclusive focus on state policy – thereby failing to substantially recognize the role of the formally organized third sector. This study offers a corrective view. Against the backdrop of the international shift to multi‐level governance, it analyses the policy discourse of third sector involvement in welfare governance following devolution in the UK. It reveals the changing and contrasting ways in which post‐devolution territorial politics envisions the sector's role as a welfare provider. The mixed methods analysis compares policy framing and the structural narratives associated with the development of the third sector across the four constituent polities of the UK since 1998. The findings reveal how devolution has introduced a new spatial policy dynamic. Whilst there are elements of continuity between polities – such as the increasing salience of the third sector in welfare provision – policy narratives also provide evidence of the territorialization of third sector policy. From a methodological standpoint, this underlines the distinctive and complementary role discourse‐based analysis can play in understanding contemporary patterns and processes shaping welfare governance.     

Women Reconciling Paid and Unpaid Work in a Confucian Welfare State: The Case of South Korea

The participation of married women in the labour market has been increasing since industrialization in the 1960s in Korea; in 1999 it overtook that of unmarried women. This raises the issue of how women reconcile paid and unpaid work and how state policy responds to this issue. In Korea, there have been numerous policy reforms designed to support working women in combining work and family life. For example, a parental leave scheme was introduced in 1995 and maternity benefits were also introduced in 2001. However, it is doubtful whether these policies can be effective in practice in Korea, where Confucian traditions in respect of women's roles remain strong. Confucian tradition has long influenced Korean society culturally and socially. Although Korean society today is not as Confucian as in the past, some traditions still remain strong, particularly with regard to the family: for example filial piety, seniority, the married woman's responsibility for her parents‐in‐law. This paper will argue that Confucian tradition makes for difficulties in Korean women's experiences of reconciling paid and unpaid work and also affects the formation of state policy. The paper explores the impact of the Confucian welfare regimes on Korean women's experience of reconciling paid and unpaid care work, and questions the gendered characteristics of the Confucian welfare state.