The aim of this study was to examine the definition and meaning of a relationship-based social work, and what conditions are required for the professional to manage such. Based on seven qualitative interviews with professional social workers who work with children and adolescents, a thematic analysis was conducted based on the theoretical frameworks of Symbolic Interactionism and the organisational theories of Human Service Organisations and Street-Level Bureaucracy. The main results confirm the importance of the relationship between the client and the professional according to the respondents. Role clarity and empathy through self-awareness were seen as important qualities of the professional to maintain a good relationship with the child, for whom this might lead to a sense of security through the relationship continuity. Mentioned conditions that facilitated the possibility of relationship based client work were mostly organisational variables such as time and discretion. These were variables that varied depending on the organisation that the professionals worked within, leading to a comparative discussion between the organisational conditions of social services and schools. Another theme identified was experience which seemed to matter as a personal skill. These conditions affect the professional’s ability to create and maintain relationships with the children.

Este trabalho busca compreender a implementação de políticas públicas como um processo complexo que envolve interação entre diversos atores. Partimos do princípio de que, para compreender as políticas públicas, devemos observar o processo de implementação enquanto uma dinâmica de interações entre os usuários e os burocratas implementadores que, por meio de valores, crenças e idéias, transformam o modo como as políticas foram concebidas. Assim, buscamos observar os detalhes do processo de implementação, especialmente operados pelos burocratas de nível de rua, para compreender como opera e quais os resultados das decisões organizacionais e individuais para a efetivação da política pública. Nesta pesquisa estudamos a atuação dos Agentes Comunitários de Saúde, do Programa Saúde da Família, que atuam enquanto burocratas de rua implementadores, com uma particularidade de inserção comunitária. A partir do acompanhamento etnográfico de 24 Agentes Comunitários de 3 unidades básicas de saúde, buscamos compreender o processo de implementação a partir de dois elementos: as práticas realizadas pelos burocratas e os estilos de interação que influenciam a forma como eles se relacionam com os usuários. Levantamos, então, os fatores que podem alterar essas formas de implementação, considerando dois conjuntos de fatores: os institucionais/organizacionais, relacionados à gestão dos trabalhos das equipes de saúde da família e dos agentes comunitários; e os fatores relacionais, ligados às redes sociais dos agentes e às suas afiliações e trajetórias. Concluímos com o levantamento de condições importantes para a melhoria dos processos de implementação, considerando os fatores relacionais, o perfil dos burocratas e a organização dos trabalhos. Observamos, dessa maneira, que a prática das políticas públicas varia de acordo com fatores relacionados ao cotidiano de sua implementação e que as interações dos agentes com os usuários, suas relações e trajetórias trazem novas dinâmicas para dentro das políticas, que se transformam diretamente na implementação. / This research aims to understand public policy implementation as a complex process involving interaction between several actors. We consider that, in order to understand public policy, we must examine the implementation process as a dynamic interaction between users and bureaucrats who, by values, beliefs and ideas, transform the way the policies were designed. Thus, we observe the details of the implementation process, especially operated by street-level bureaucrats to understand how it operates and what are the results of individual and organizational decisions public policy implementation. This research studies the performance of Communitarian Health Agents, inside the Family Health Program, which act as street-level bureaucrats. Using ethnographic research with 24 Agents from three basic health units, we seek to understand the implementation process considering two elements: the practices carried out by bureaucrats and interaction styles that influence how they interact with users. We raise, then, the factors that may alter such forms of implementation, considering two sets of factors: the institutional / organizational, that are related to the way teams are managed, and relational, linked to the Agents social networks and their affiliations and trajectories. We conclude with a survey of the important conditions for the improvement of implementation processes, considering the relational factors, the profile of the bureaucrats and the organization of work. We observe, then, that the public policy practices vary according to factors related to daily implementation and that agents\' interactions with users, their relationships and careers bring new dynamics into the policies, which is transformed directly in the implementation.

The aim of this study was to examine the definition and meaning of a relationship-based social work, and what conditions are required for the professional to manage such. Based on seven qualitative interviews with professional social workers who work with children and adolescents, a thematic analysis was conducted based on the theoretical frameworks of Symbolic Interactionism and the organisational theories of Human Service Organisations and Street-Level Bureaucracy. The main results confirm the importance of the relationship between the client and the professional according to the respondents. Role clarity and empathy through self-awareness were seen as important qualities of the professional to maintain a good relationship with the child, for whom this might lead to a sense of security through the relationship continuity. Mentioned conditions that facilitated the possibility of relationship based client work were mostly organisational variables such as time and discretion. These were variables that varied depending on the organisation that the professionals worked within, leading to a comparative discussion between the organisational conditions of social services and schools. Another theme identified was experience which seemed to matter as a personal skill. These conditions affect the professional’s ability to create and maintain relationships with the children.

本研究以溪洲部落拆遷政策變遷為個案研究，瞭解「代表性官僚」在實務上如何運作，以及他們在現實的政策環境中如何自處，藉由深入的探討來發掘「代表性官僚」的更多可能，讓他們發揮積極代表性的功能。研究方法以深度訪談為主，在不足處再佐以官方新聞稿及國內報紙新聞資料，進行5位受訪者，共計6次訪談，研究範圍自2007年9月至2011年5月止。 本研究結果發現，因個案牽涉層級太高，臺北縣原民局的行政決策空間有限，在個人因素方面，「代表性官僚與代表團體間擁有共享的價值觀與信念」、「代表性官僚改變政策標的之行為」、「代表性官僚本身對其代表性的認同程度」等對代表性官僚的決策與執行有影響；在結構因素中「行政裁量權的多寡」與「外在政治環境」對代表性官僚的決策與執行有影響，較具體是反映在專業與資源不足、社會運動蓬勃、媒體與政治力介入、學者專家介入等因素。除了上述的影響因素之外，本研究亦發現不同行政人員的信仰、生活經歷、工作經歷等亦會影響行政人員處理相關事務的態度。此外，研究發現認為原住民族身分的行政人員如與政策標的屬於同一族群，則較能發揮文化、語言等優勢進行溝通協調工作，而原民住族在有困難時，也會習慣向自己的原民行政體系尋求協助，顯見「代表性官僚」的存在有其功能。但值得一提的是，非原住民族的行政人員也能夠透過與族人的長期互動來獲得族人的認同，因此，從處理原住民族事務的觀點來看，不論行政人員是否屬於原住民族，培養「原民意識」皆是必須的。 此外，本研究建議：第一，原民體系應增加人力與專業等資源，在政策推動上爭取主導權，避免成為自我限縮的官僚；第二，處理原住民族事務需要「原民意識」的培養，增加行政人員的內在動力；第三，為因應愈來愈多的都市原住民人口，中央原民會應主動進行全盤的政策規劃和立法相關準備工作，讓原住民族的利益能夠獲得立法保障，減少政黨輪替所帶來的影響，最後應有原住民族公共利益的產生制度，並增加族人對於原住民族代表性官僚的課責管道，以回應政策需求。 / This study is a case study about the relocation policy negotiation with Shijou Tribe, in order to understand how "Representative Bureaucracy" works in practice, as well as the real policy environment, and to discover the "representative bureaucracy" more likely to enable them to play an active representative functional . the main research method is in-depth interviews, the five respondents, a total of six interviews, and then combined with the official press releases and newspapers from September 2007 to May 2011 only. The study found that because the case involves high-level, Council of Indigenous Peoples Bureau, Taipei County executive decision-making space is limited. In personal factors, "between representative bureaucrats and representative groups with shared values and beliefs," "representative bureaucrats to change its policy subject of conduct "," representative bureaucracy itself, the recognition of their representative, " influence representative bureaucrats on the decision-making and implementation. In the structure factors, "the amount of administrative discretion" and "external political environment" influence representative bureaucrats on decision-making and implementation, more specifically reflected in the lack of expertise and resources, social movements, media and political forces involved, scholars expert intervention. Except the above factors, the study also found that the administrative staff of different beliefs, life experiences, work experience and other administrative staff will also affect the attitude of dealing with relevant affairs. In addition, the study found that Aboriginal identity and policy underlying executive officer of the same ethnic group, are more able to play culture, language and other advantages of communication and coordination, and the original people also used to their own administrative systems of Indigenous Peoples for assistance, which shows that the existence of "representative bureaucracy" has its functions. But it is worth mentioning that non-Aboriginal executives can also via the long-term interaction with the tribe to get the tribe recognized, therefore, deal with Aboriginal affairs from the point of view, regardless of whether they are Aboriginal administrative staff, developing a "sense of the original people" are necessary. In the end, this study suggests that the original system should increase professional ability and other resources, to avoid becoming a self-limited reduction of bureaucracy; In addition, increase administrative personnel intrinsic motivation; Finally, in response to an increasing number of urban Aboriginal population, Council of Indigenous Peoples, Executive Yuan should adjust overall policy planning and legislation related to preparatory work for the interests of indigenous peoples to obtain legislative protection, reducing the impact of politics. On the other hand, indigenous peoples should have the system for the public interest and increase the representative bureaucrats accountability.

The aim of this essay was to describe how school social workers can help and support students with parents who abuse alcohol or other drugs. We wanted to see how school social workers room for action is presented and how it affects their work with students living with parents who are abusing. We used a qualitative method to elucidate how school social workers handle this issue in a more profound way. By conducting semistructured interviews with six school social workers in one province in southern Sweden we gained exhaustive and detailed answers. In the analysis we used street level bureaucracy and theory of recognition. The result showed that the school social workers regard their overarching room of action as very wide inside school but limited outside. At school the school social worker can support the students with supportive counseling and adapted school attendance. One important task of the school social worker is to help the student to get in contact with other organizations for example, support groups for children. We also found that cooperation is an important part as the school social workers describe themselves as “the spider in the web” with the task of connecting and sharing knowledge with other personnel and organizations. The relation with the student is important to be able to support the students or guide them further. School social workers also regard school as a good place to detect and identify these students, but that it can be difficult to know who these students are. If a specific plan for working with students whose parents abuse alcohol or drugs would affect the school social workers work is difficult to say since none that we interviewed in this study had experience of one.

Orientador: Prof. Dr. Sidney Jard da Silva / Dissertação (mestrado) - Universidade Federal do ABC, Programa de Pós-Graduação em Ciências Humanas e Sociais, 2016. / Partindo da ideia de que as políticas públicas não são implementadas exatamente como prevê seu desenho formal, pois o processo de implementação envolve contextos locais que influenciam as decisões dos implementadores, a pesquisa tem por objetivo apreender os elementos organizacionais e pessoais que estão influenciando a atuação dos burocratas de nível de rua (BNRs) de Santo André/SP na adaptação do Serviço Especializado para Pessoas em Situação de Rua (SEPSR) ao contexto local de sua implementação. A pesquisa parte da ideia defendida por Lipsky (2010) de que a própria natureza do trabalho dos BNRs exige tomadas de decisão que tendem a determinar o tipo, a quantidade e a qualidade da política pública entregue. A partir de algumas contribuições de Lotta (2010), Lima e D¿Ascenzi (2012) e Lima D¿Ascenzi, Dias e Bruscatto (2014), buscamos compreender a atuação dos burocratas de nível de rua a partir da análise das condições organizacionais e do entendimento dos trabalhadores sobre o SEPSR e sobre o seu trabalho. Tratando-se de um estudo de caso no Centro de Referência Especializado para População em Situação de Rua (Centro POP) de Santo André, unidade pública responsável pela oferta do SEPSR, a coleta de dados foi realizada por meio de entrevistas semiestruturadas com os BNRs e os coordenadores do serviço. Os resultados alcançados revelaram que os elementos organizacionais influenciam a atuação dos BNRs, criando alguns padrões em cada equipe, ONG e Prefeitura, porém os elementos pessoais tendem a dar diferentes direcionamentos às ações de cada trabalhador, o que indica que no SEPSR de Santo André a política pública que o usuário recebe depende não apenas da equipe, mas também do próprio BNR que o atende. / Starting from the idea that public policies are not implemented exactly as provided its formal design, because the implementation process involves local contexts that influence the decisions of the implementers, the research aims to apprehend the organizational and personal elements that are influencing the operation of street-level bureaucrats (BNR) of Santo André/SP in the adaptation of the Specialized Service for People in Homeless (SEPSR) to the local context of its implementation. The research part of the idea advocated by Lipsky (2010) that the nature of the work requires the BNR decision making that tend to determine the type, quantity and quality of public policy delivered. From some contributions Lotta (2010), Lima and D'Ascenzi (2012) and Lima D'Ascenzi, Dias and Bruscatto (2014), we sought to understand the actions of street-level bureaucrats from the analysis of the organizational conditions and workers' understanding of the SEPSR and about his work. Since this is a case study in the Specialized Reference Center for Population Homeless (POP Center) of Santo André, public unit responsible for SEPSR offer, data collection was carried out through semistructured interviews with BNR and the coordinators of the service. The results obtained revealed that the organizational elements influencing the operation of the BNR, creating some patterns on each team, NGOs and City Hall, but the personal elements tend to give different directions to the actions of each worker, which it indicates that in Santo André SEPSR public policy that the user receives depends not only the team but also the BNR who answer.

Este trabalho busca compreender a implementação de políticas públicas como um processo complexo que envolve interação entre diversos atores. Partimos do princípio de que, para compreender as políticas públicas, devemos observar o processo de implementação enquanto uma dinâmica de interações entre os usuários e os burocratas implementadores que, por meio de valores, crenças e idéias, transformam o modo como as políticas foram concebidas. Assim, buscamos observar os detalhes do processo de implementação, especialmente operados pelos burocratas de nível de rua, para compreender como opera e quais os resultados das decisões organizacionais e individuais para a efetivação da política pública. Nesta pesquisa estudamos a atuação dos Agentes Comunitários de Saúde, do Programa Saúde da Família, que atuam enquanto burocratas de rua implementadores, com uma particularidade de inserção comunitária. A partir do acompanhamento etnográfico de 24 Agentes Comunitários de 3 unidades básicas de saúde, buscamos compreender o processo de implementação a partir de dois elementos: as práticas realizadas pelos burocratas e os estilos de interação que influenciam a forma como eles se relacionam com os usuários. Levantamos, então, os fatores que podem alterar essas formas de implementação, considerando dois conjuntos de fatores: os institucionais/organizacionais, relacionados à gestão dos trabalhos das equipes de saúde da família e dos agentes comunitários; e os fatores relacionais, ligados às redes sociais dos agentes e às suas afiliações e trajetórias. Concluímos com o levantamento de condições importantes para a melhoria dos processos de implementação, considerando os fatores relacionais, o perfil dos burocratas e a organização dos trabalhos. Observamos, dessa maneira, que a prática das políticas públicas varia de acordo com fatores relacionados ao cotidiano de sua implementação e que as interações dos agentes com os usuários, suas relações e trajetórias trazem novas dinâmicas para dentro das políticas, que se transformam diretamente na implementação. / This research aims to understand public policy implementation as a complex process involving interaction between several actors. We consider that, in order to understand public policy, we must examine the implementation process as a dynamic interaction between users and bureaucrats who, by values, beliefs and ideas, transform the way the policies were designed. Thus, we observe the details of the implementation process, especially operated by street-level bureaucrats to understand how it operates and what are the results of individual and organizational decisions public policy implementation. This research studies the performance of Communitarian Health Agents, inside the Family Health Program, which act as street-level bureaucrats. Using ethnographic research with 24 Agents from three basic health units, we seek to understand the implementation process considering two elements: the practices carried out by bureaucrats and interaction styles that influence how they interact with users. We raise, then, the factors that may alter such forms of implementation, considering two sets of factors: the institutional / organizational, that are related to the way teams are managed, and relational, linked to the Agents social networks and their affiliations and trajectories. We conclude with a survey of the important conditions for the improvement of implementation processes, considering the relational factors, the profile of the bureaucrats and the organization of work. We observe, then, that the public policy practices vary according to factors related to daily implementation and that agents\' interactions with users, their relationships and careers bring new dynamics into the policies, which is transformed directly in the implementation.

Introduction: Policing is a public health issue. The police often encounter vulnerable populations. Police officers have wide discretionary powers, which could impact on how they support vulnerable populations. In encountering vulnerable populations the police officers are required to be professional; maintaining mental health in the face of challenges is part of professionalism. Their encounters with vulnerable populations might influence their mental health which in turn might influence the way they use their discretion when making decisions. Background/context: Sweden receives more unaccompanied, asylum-seeking refugee children than any other country in Europe. The number of asylum applications for such children increased from 400 in 2004 to 7000 in 2014 to over 35,000 in 2015. These children come to Sweden and apply for asylum without being under the care of their parents or other legal guardian. Some are denied asylum. If they do not return to their country of origin voluntarily the police are responsible for their deportation. The Swedish government wants an increasing number of deportations and wants them carried out with dignity. This thesis is about the police officers’ perceptions of how to interpret the seemingly contradictory demands for more deportations, that is, efficiency; and concerns for human rights during the deportation process, that is, dignity. This is conceptualized using three theoretical frameworks: a) street-level bureaucracy, b) job demand-control-social support model and c) coping. These theoretical frameworks indicate the complexity of the issue and function as constructions by means of which understanding can be brought to the police officers’ perceptions of deportation work involving unaccompanied, asylum-seeking refugee children and how such work is associated to their mental health. Aim: The current research aims to investigate and analyse Swedish police officers’ mental health in the context of deportations of unaccompanied, asylum-seeking refugee children. Methods: This thesis uses both qualitative and quantitative methodology. The qualitative approach comprised interviews conducted to achieve a deeper understanding of the phenomenon of police officers’ perceptions of deportations of unaccompanied, asylum-seeking refugee children. The quantitative method involved the use of validated questionnaires to investigate the association between police officers’ mental health and psychosocial job characteristics and coping. This approach made it possible to study a complex issue in a complex environment and to present relevant recommendations. A total of 14 border police officers were interviewed and 714 police officers responded to a survey. Results: The police officers utilize their wide discretionary powers and perceive that they are doing what is best in the situation, trying to listen to the child and to be aware of the child’s needs. Police officers with experience of deportations of unaccompanied, asylum-seeking refugee children were not found to have poorer mental health than police officers with no such experience. Furthermore, high job demand, low decision latitude, low levels of work-related social support, shift work and being single are associated with poor mental health. Coping moderates the association between mental health and the experience of carrying out deportations of unaccompanied, asylum-seeking, refugee children, and the police officers seem to utilize both emotional and problem-solving coping during the same complex deportation process. Implications / conclusions: The general conclusion reached in this thesis is that if police officers are subject to reasonable demands, have high decision latitude, access to work-related social support, and utilize adaptable coping, the deportation work does not seem to affect their mental health. When police officers meet vulnerable people, they utilize their discretionary powers to deal with seemingly contradictory demands, that is, efficiency and dignity. The executive role in the deportations of unaccompanied, asylum-seeking refugee children and the awareness of dealing with a child threatened with deportation might give rise to activation of a sense of protection, safety and security. Discretion might make it possible to act on this sense of protection, safety and security and to combine efficiency and dignity. Further studies, which integrate cognitive and emotional discretion with coping, need to be undertaken. / Introduktion: Polisarbete är i mångt och mycket en folkhälsofråga, något som inte minst blir tydligt i polisers möte med utsatta människor. Poliser har ett stort handlingsutrymme, vilket kan påverka hur de bemöter utsatta människor. I mötet med dessa människor behöver poliserna vara professionella; att ta hand om sin psykiska hälsa när man möts av utmaningar är en del av professionalismen. Att möta utsatta människor kan påverka polisernas psykiska hälsa, som i sin tur kan påverka hur de använder sitt handlingsutrymme när de fattar beslut. Bakgrund: Sverige tar emot fler ensamkommande asylsökande flyktingbarn än något annat land i Europa. Antalet asylansökningar för sådana barn ökade från 400 år 2004 till 7000 år 2014 till över 35 000 år 2015. Dessa barn kommer till Sverige och ansöker om asyl utan sina föräldrar eller annan vårdnadshavare. Somliga av dem nekas asyl. Om de inte återvänder till sitt ursprungsland frivilligt är polisen ansvariga för utvisningen. Den svenska regeringen kräver ett ökande antal verkställigheter av av- och utvisningar samt fastlår att verkställigheterna ska genomföras med respekt för människors värdighet. Denna avhandling handlar om polisers uppfattningar och tolkningar av de till synes motsägelsefulla kraven på att verkställa fler av- och utvisningar, det vill säga effektivitet; och hur man hanterar de mänskliga rättigheterna under utvisningsprocessen, det vill säga värdighet. Detta beskrivs och analyseras med hjälp av tre teoretiska ramverk: a) gräsrotsbyråkrati, b) jobb-krav-kontroll-socialt stödmodellen och c) coping. Dessa teoretiska ramverk visar på arbetsuppgiftens komplexitet och fungerar som utgångspunkt för att skapa förståelse för polisernas uppfattningar av arbetet med att verkställa av- och utvisningar av ensamkommande asylsökande flyktingbarn och hur sådant arbete är associerat med polisernas psykiska hälsa. Syfte: Denna avhandling syftar till att undersöka och analysera svenska polisers psykiska hälsa i relation till av- och utvisningar av ensamkommande asylsökande flyktingbarn. Metod: Både kvalitativ och kvantitativ metod användes i denna avhandling. Det kvalitativa tillvägagångssättet innefattade intervjuer för att uppnå en djupare förståelse för hur poliser uppfattar av- och utvisningar av ensamkommande asylsökande flyktingbarn. Den kvantitativa metoden innebar tillämpning av validerade frågeformulär för att undersöka sambandet mellan polisernas psykiska hälsa och psykosociala jobbkarakteristika samt coping. Detta tillvägagångssätt gjorde det möjligt att studera en komplex fråga i en komplex miljö och att presentera relevanta rekommendationer. Totalt intervjuades 14 gränspoliser och 714 poliser svarade på en enkätundersökning. Resultat: Resultatet visar att poliserna utnyttjar sitt stora handlingsutrymme och uppfattar att de gör det som är bäst i situationen, att de försöker lyssna på barnet och vara medvetna om barnets behov. Poliser med erfarenhet av av- och utvisningar av ensamkommande asylsökande flyktingbarn har inte visat sig ha en sämre psykisk hälsa än poliser utan sådan erfarenhet. Vidare är höga krav och lågt beslutsutrymme på arbetet, låga nivåer av arbetsrelaterat socialt stöd, skiftarbete och singelliv associerat med dålig psykisk hälsa. Coping mildrar effekten på den psykiska hälsan hos de som har erfarenhet av att utföra av- och utvisningar av ensamkommande asylsökande flyktingbarn. Poliserna verkar utnyttja både emotionell och problemlösande coping under en och samma komplexa utvisningsprocess. Slutsats: Den viktigaste slutsatsen i denna avhandling är att om poliser utsätts för rimliga krav, har stort beslutsutrymme, tillgång till arbetsrelaterat socialt stöd och använder sig av anpassningsbar coping, verkar det som att arbetet med av- och utvisningar inte påverkar deras psykiska hälsa. När poliser möter utsatta människor utnyttjar de sitt handlingsutrymme för att hantera de till synes motsägelsefulla kraven, det vill säga effektivitet och värdighet. Den verkställande rollen i av- och utvisningar av ensamkommande asylsökande flyktingbarn och medvetenheten om att hantera ett barn som hotas av utvisning kan ge upphov till en aktivering av känslan att ge skydd, trygghet och säkerhet. Handlingsutrymmet kan göra det möjligt att agera på denna känsla av skydd, trygghet och säkerhet samt att kunna kombinera effektivitet och värdighet. Ytterligare studier, som integrerar kognitivt och känslomässigt handlingsutrymme med coping, behöver emellertid genomföras.

There are few studies done on the work of social services on women exposed to violence. The work of social services with women exposed to violence has been a hot topic in the social policy debate. There have also been legislative changes to strengthen the work and help around women who are exposed to violent. The overall issues of the study focus on investigating the importance of social workers experiences in the work around the womens exposed to violence with the different types of policies, guidelines, action plan and regulations? We also wanted to explore how we can understand the importance of policies, guidelines, action plan and regulations and how it works when social workers use these in their work around women exposed to violence?                                                                   The empirical study has mainly been gathered through qualitative semistructured interviews with professional social workers in the Swedish municipalities social services. We have interviewed six different social workers in four different municipalities all in the southern part of Sweden. Previous research has also been studied, national and international. The collected empiricism has been analyzed using the theory developed by Michael Lipsky, and we have also used Roine Johansson's interpretation of grassroots bureaucracy to gain a deeper understanding of our data material. We received data showing that the social worker decides on actions motivated by the policies, guidelines, action plans and regulations they relate to. We saw that the policies, guidelines, action plan and regulations that the social workers worked with were very different in their design, which meant that there were different structured structures within the organizations in the different municipalities, which resulted in differences in how to work. We also saw that the social worker had different experiences of how far and wide the use of these documents was, and that we could see the significance of social workers who experienced the documents in their work. The study depicts how social workers perceive that policies, guidelines, action plans and regulations affect their work around women exposed to violence, and how we can understand the importance of policies, guidelines, action plan and regulations and how it works when social workers use them in their work around women exposed to violence. The main conclusion in this study is that the social worker provides assistance, support and assistance to the woman as she fits into what the social worker's policies, guidelines, action plans and regulations describe. If the woman exposed to violence does not comply with the criteria such as policies, guidelines, action plans and regulations, then there are reasons for granting the victim of violence to receive support and assistance. The study also shows how clients are categorized to fit into the organization, they are interpreted renegotiated and adapted to fit the social services organization. The study also shows that some of the social workers use and follow the policies, guidelines, action plan and regulations more than others and it is also clear that they can be used in order to give more specialized efforts to the victim of violence. / Det finns få studier kring socialtjänstens arbete med våldsutsatta kvinnor. Socialtjänstens arbete med våldsutsatta kvinnor har utgjort ett hett ämne i den socialpolitiska debatten. Det har även skett lagförändringar för att stärka arbetet och hjälpen kring de våldsutsatta kvinnorna. Studiens övergripande frågeställningar fokuserar på att undersöka vilken betydelse socialarbetaren upplever att olika typer av policy, riktlinjer, handlingsplan och föreskrifter har i sitt arbete kring de våldsutsatta kvinnorna. Vi ville även undersöka hur vi kan förstå betydelsen av policy, riktlinjer, handlingsplan och föreskrifter och hur det går till när socialarbetaren använder sig av dessa i sitt arbete kring våldsutsatta kvinnor. Studiens empiri har huvudsakligen samlats in genom kvalitativa, semistrukturerade intervjuer med yrkesverksamma och professionella socialarbetare inom Sveriges kommuners socialtjänster. Vi har intervjuat sex olika socialarbetare inom fyra olika kommuner alla inom området södra Sverige. Tidigare forskning har även studerats, nationell och internationell. Den insamlade empirin har analyserats med hjälp av teori som har utvecklats av Michael Lipsky och vi har även använt oss av Roine Johanssons tolkning av gräsrotsbyråkrati för att få en djupare förståelse för vårt datamaterial. Vi fick fram data som visar att socialarbetaren beslutar om insatser begrundat i den policy, riktlinjer, handlingsplaner och föreskrifter som finns att förhålla sig till. Vi såg att de policys, riktlinjer, handlingsplan och föreskrifter som socialarbetarna arbetade utefter var väldigt olika i sin utformning och det gjorde att det blev olika uppbyggda strukturer inom organisationerna i de olika kommunerna vilket resulterat i att det är skillnader i hur man arbetar. Vi kunde även se att socialarbetaren hade olika upplevelser av hur stor och bred användning dessa dokument har samt att vi kunde se vilken betydelse socialarbetarna upplevde att dokumenten hade i sitt arbete. Studien skildrar hur socialarbetare upplever att policy, riktlinjer, handlingsplaner och föreskrifter påverkar deras arbete kring våldsutsatta kvinnor. Studien skildrar även hur vi kan förstå betydelsen av policy, riktlinjer, handlingsplan och föreskrifter och hur det går till när socialarbetaren använder sig av dessa i arbetet kring våldsutsatta kvinnor. Den huvudsakliga slutsatsen i den här studien är att socialarbetaren ger insatser, stöd och hjälp till kvinnan när hon passar in i det som socialarbetarens policy, riktlinjer, handlingsplaner och föreskrifter beskriver. Om den våldsutsatta kvinnan inte stämmer överens med de kriterier som policy, riktlinjer, handlingsplaner och föreskrifter har så krävs det motiveringar för att bevilja att den våldsutsatta kvinnan ska få stöd och hjälp. Studien visar även hur klienterna kategoriseras för att passa in i organisationen, de tolkas omförhandlas och anpassas för att passa in i socialtjänstens organisation. Studien visar även att en del av socialarbetarna använder sig och följer de policy, riktlinjer, handlingsplan och föreskrifter mer än andra och det är även tydligt att de kan användas i syfte att ge den våldsutsatta kvinnan mer specialiserade insatser.

Cette étude sociologique porte sur le travail des intervenantes communautaires en santé mentale en relation avec les personnes qu’elles accompagnent. Le contexte actuel dans lequel se déroulent les pratiques d’intervention en santé mentale est caractérisé par une injonction contraignante à l’autonomisation des personnes accompagnées. C’est pourquoi, nous avons fait le pari de comprendre comment se traduit l’autonomie dans les pratiques d’intervention en santé mentale dans des organismes communautaires, à travers la perspective d’intervenantes. En nous inscrivant dans une démarche exploratoire et analytique, s’appuyant sur un cadre d’analyse interactionniste, incluant les concepts d’autonomie et de la street-level-bureaucracy, nous avons décortiqué d’une part, comment les intervenantes exercent leur pouvoir discrétionnaire dans le cadre d’actions situées, régulées par des contraintes de nature organisationnelle, et d’autre part, comment les interactions d’intervention sont des espaces d’observation des jeux d’autonomie. Pour ce faire, nous avons privilégié une méthode qui nous permet d’entrer au cœur des pratiques des intervenantes communautaires en santé mentale, soit l’entretien d’explicitation. À travers ces entretiens, les interviewées ont produit un récit d’une situation d’intervention choisie. Ces données sont découpées en trois corpus (contextuel, narratif et représentatif) que nous avons analysés sous la forme d’études de cas transversales. Celles-ci nous informent sur les spécificités de la relation dynamique entre l’autonomie des professionnelles et celle des personnes accompagnées, selon les professionnelles de l’intervention. Ainsi, nous concluons que les jeux d’autonomie prennent une forme bidirectionnelle qui découle en « cascade », c’est-à-dire que l’autonomie des professionnelles influence directement celle des personnes accompagnées. Les jeux d’autonomie sont aussi empreints d’une hiérarchie relationnelle, alors que tous et toutes ont une « reddition de compte » à faire pour l’expression de leur autonomie, les intervenantes envers leur milieu de pratique et les personnes accompagnées envers les professionnelles. / This sociological study focuses on relational work of community mental health workers. The current context in which community mental health intervention occurs is characterized by a binding rule to empower the people they accompany. This leads us to seek to better understand how personal autonomy in mental health intervention unfolds in the context of specific situations that arise in community organizations. The thesis presents an exploratory and analytical study, based on an interactionist framework, and guided by two approaches. First, street-level-bureaucracy, which allows us to capture the strategies of relational workers in constraining organisational contexts; and second, the concept of “autonomy” defined as dynamic relational power in contexts of interaction. We analyzed how community mental health workers, on the one hand, exercise their discretionary power within their work milieu, and on the other hand, how they see their own autonomy and that of a person they were accompanying, in the context of a situated intervention. Our principal method of data collection, the explication interview, allowed us to delve deeply into the practices of community mental health workers, as they were invited to produce a detailed narrative of a specific intervention situation. These narratives were then integrated and reconstructed in the form of three textual data sets (contextual, narrative and reflexive) that were coded using both thematic and grounded theory procedures, and analysed transversely to produce insights into the situated autonomy of the community mental health workers, and their negotiated autonomy in the context of intervention interactions. We found that, from the perspective of the community mental health workers we interviewed, autonomy in the context of intervention has a bidirectional dynamic, in that the autonomy of the workers influences that of the people they accompany, but is also conditioned by the autonomy exercised by the people they are helping. There is none the less a hierarchical cascade that can be observed, in so far as the workers must justify their strategic intervention choices to the community organizations in which they work and to their colleagues, while the people they help must justify their choices to them.