Social Services in Ethnically Mixed Cities: Street-Level Bureaucracy at the Crossroads of Ethno-National Conflict

Abstract

There is a paucity of research examining street-level bureaucracy in cities affected by ongoing ethnopolitical conflict. This study addresses this limitation by exploring the work of social workers in the public services of mixed cities in Israel. It shows the interconnection between ambiguous institutional policies, varying workers’ views of the role of social services, and changing discretion patterns. Findings also suggest that episodes of conflict escalation intensify staff ethnic sectarianism, as well as increase workers’ own ethnic biases, which affect the ways in which they act as a liaison between the welfare system and citizens through their use of discretion.

The Role of Organizational and Client Reactions in Understanding Representative Bureaucracy

“…In addition, the study focuses on LGBTQ+ street-level bureaucrats, a population that is overlooked in the current representative bureaucracy and street-level bureaucracy literatures (Davidovitz, 2022b; Bishu & Kennedy, 2020). Furthermore, there is also limited research on street-level bureaucracy and representative bureaucracy in cities affected by ethno-political conflicts (Shwartz-Ziv & Strier, 2022; Strier et al, 2021). Our study, therefore, adds to these literatures as well.…”

The aftermath: Community workers as place-makers in conflict-riven societies

“…Studies have also shown that when a violent national event occurs, feelings of suspicion and fear increase among colleagues, and they limit their interactions. Moreover, in conflict zones, social workers often experience direct and secondary trauma during their practice and deal with feelings of fear and anxiety (Ramon et al, 2006; Strier et al, 2021; Truell, 2019).…”

“…In recent decades, in response to the global refugee crisis and conflicts between or within countries, the social work profession has paid increased attention to how political conflicts affect its practice, policy, and training (Campbell et al, 2018; Ramon, 2021; Strier et al, 2021). Scholars have called on the social work profession to take an active critical role within these contested settings, particularly with regard to creating solidarity and alliances in divided communities and promoting peace and conflict resolution (Moshe-Grodofsky, 2019; Truell, 2019).…”