This article explores responses by frontline workers in the Norwegian

In the era of activation policies, several OECD countries have introduced work capability assessments to measure the employability of sick and disabled people. In essence, such assessments concern how sick and disabled people get access to incapacity benefits and services. This paper investigates how the Work Capability Assessment (WCA) is designed and implemented within the different institutional contexts of the UK and Norway. The paper concludes that introducing WCAs represents a challenge to the bureaucratic and legal models of administrative justice by emphasising a managerial model (in the UK) and a professional model (in Norway). In the UK, the WCA tool seems to be primarily aimed at reducing theinflowof new recipients, while in Norway it seeks to increase theoutflowof recipients. Consequently, the paper argues that the introduction of the WCAs as activation policy instruments has intensified the country-specific characteristics within which the instruments are implemented.

Using the Norwegian case of an integrated welfare and employment service organisation, this study examined how organisational factors of this far‐reaching, street‐level agency have affected frontline workers’ opportunities to provide individualised services to users with complex needs. The article reports on two different policy and organisational settings: frontline workers as ‘generalists’ in a ‘national employment policy context’, and frontline workers as ‘specialists’ in a policy context that emphasises ‘empowering the local level’. Findings suggest that the generalists in the study did not experience an opportunity to utilise the flexibility available to them in selecting suitable measures, nor did they develop user‐specific knowledge. The article argues that caseworker specialisation can create more room for discretion and professional knowledge about users and which measures should be applied, thereby improving the opportunity to tailor services in a ‘one size fits all’ organisational context.

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. K E Y W O R D S activation, maternalism, Norway, social assistance, street-level work, welfare conditionality, youth