The COVID-19 pandemic highlighted the strategic role of social care policy to minimize the effects of this health crisis and its consequences on the poorest and most vulnerable population. This article analyzes the perception of street-level bureaucrats in the Brazilian social care network on how the pandemic has affected their performance and professional routine. The research was based on a survey, consultations with representatives of municipal social care services, and analysis of government regulations. The results show that social workers feel unprotected and unable to provide adequate responses to the pandemic’s increasing and urgent demands, revealing a lack of institutional support to act appropriately. The professionals also reported substantial changes in their working dynamics, particularly in their relationship with the attended population, one of the main pillars of the Brazilian social care network. These elements directly affect the provision of social care services and their potential to combat the adverse effects of the crisis.

The COVID-19 pandemic highlighted the strategic role of social care policy to minimize the effects of this health crisis and its consequences on the poorest and most vulnerable population. This article analyzes the perception of street-level bureaucrats in the Brazilian social care network on how the pandemic has affected their performance and professional routine. The research was based on a survey, consultations with representatives of municipal social care services, and analysis of government regulations. The results show that social workers feel unprotected and unable to provide adequate responses to the pandemic’s increasing and urgent demands, revealing a lack of institutional support to act appropriately. The professionals also reported substantial changes in their working dynamics, particularly in their relationship with the attended population, one of the main pillars of the Brazilian social care network. These elements directly affect the provision of social care services and their potential to combat the adverse effects of the crisis.

This paper aims to understand the multiple strategies developed by frontline workers to deal with situations of violence in vulnerable territories. We analyze the micro-dynamics within which workers operate to understand how the State deals with violence. Empirically, we analyzed data from interviews with 140 frontline workers implementing different policies not directly related to violence in neighborhoods located in the city of Sao Paulo, Brazil, known for their populations’ precariousness and vulnerability. The results expand the understanding of the different ways in which violence expresses itself in these places and show that the reactions developed by frontline workers are more complex than those suggested by the existing literature. The multiple violence to which these workers are exposed is used and manipulated by them in various ways during policy implementation. Frontline workers can ignore, negotiate with, or combat violence. They use their agency to develop different reactions based on how they and the policies are embedded or disconnected to the territories.

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