Coping with tensions between standardization and individualization in social assistance

Figures & data

Figure 1. The four segments of the IA process.

Table 1. Informants.

	Caseworkers	Job coaches	Managers
Number of Informants	10	9	12
Focus groups	2	2	2
Educational background	Social work	Social work, pedagogics, behavioural science	Social work, pedagogics, behavioural science
Organization	Social assistance units in Stockholm City districts	Job centres in Stockholm City districts	Social assistance units and job centres in Stockholm City districts

Table 2. Summary of results.

Theme	Tension between individualization and standardization	Coping strategy
Controlling the input	1. Long fact gathering on the telephone	Rigid rule following: Pose questions to process correctly
	2. Inability to handle client complexity	Rule breaking: avoid Rule bending: translate, rearrange, explain; Separate IA and ‘real’ dialogue
Working on segments of the process and/or product	3. Lack of discretional control separates segments	Instrumental action: Connect segments; Job coaches establish relationship with clients Rule breaking: Caseworkers guard discretion
Controlling the outcome of the work	4. Balancing formal and material legal security	Rule breaking: Caseworkers and managers separate IA from individual assessment
	5. Client participation within predetermined goals	Rigid rule following: Caseworkers adapt IA to the rules of social assistance
Controlling the work pace	6. Lack of control over time consumption affects possibilities to help clients	Rule breaking: avoid Rule bending: translate Routinizing: Pose all questions