[pt] O trabalho buscou investigar a implementação das políticas da educação inclusiva na rede municipal de Corumbá/MS a partir das percepções dos agentes implementadores. Como objetivos específicos buscamos conhecer como as políticas educacionais voltadas aos alunos com deficiência são implementadas no município e quais as condições de atendimento desses alunos na rede municipal. Focalizamos em particular a interação entre a gestão das escolas com a Secretaria Municipal de Educação e a maneira como ocorrem os atendimentos voltados aos alunos com deficiência, considerando a atuação da gestão e professores das unidades escolares. Como referencial teórico utilizamos os estudos sobre burocracia de médio escalão e de nível de rua, para entendermos como essas relações se estabelecem. Utilizamos também o contexto histórico das políticas da educação especial para entendermos de que maneira elas se consolidam na sociedade brasileira, além dos Estudos sobre a Deficiência (Disability Studies) que nos ofereceram condições de chaves de interpretação dos fenômenos por meio da perspectiva sociológica da deficiência, sobretudo através do conceito de Capacitismo. Inicialmente foi aplicado um survey às equipes de gestão e aos professores de todas as escolas urbanas da rede municipal de Corumbá, totalizando dezesseis unidades escolares. A partir da análise dos dados coletados e dos microdados do Censo Escolar 2016 foram escolhidas três escolas para participar de um movimento posterior de pesquisa qualitativa. Esta fase qualitativa incluiu cerca de um mês de observação do cotidiano em cada escola e entrevistas semiestruturadas realizadas com oito integrantes das equipes de gestão e dez professores. Esta segunda fase da pesquisa foi completada com a análise de documentos oficiais e seis entrevistas semiestruturadas com profissionais da Secretaria Municipal de Educação. Os resultados mostraram que os agentes implementadores das políticas da educação inclusiva, apesar de seus esforços para realização do trabalho, encontram dificuldades que interferem diretamente em sua atuação. O funcionamento precário de algumas unidades escolares, a pressão de responsabilização quanto aos resultados sem a oferta de condições adequadas de trabalho, o desmantelamento nos últimos anos da equipe pedagógica responsável pelo atendimento dos alunos com deficiência da rede municipal são fatores que impactam profundamente no trabalho desses profissionais. Atrelado a isso ressaltamos também as percepções desses agentes implementadores a respeito do conceito de deficiência e o fato da maior parte deles considerar os alunos com deficiência como incapazes. Este conjunto de fatores contribui para os resultados encontrados no Censo Escolar, que mostram que esses alunos, embora acessem à escola regular, no marco da política de inclusão educacional em vigor, encontram-se majoritariamente retidos nos anos iniciais do Ensino Fundamental, raramente completando as condições para sua efetiva inclusão escolar e social. / [en] The work sought to investigate the implementation of public policies of special education in the municipal system of Corumbá / MS based on the perceptions of the implementing agents. As specific objectives, we wanted to learn how educational policies aimed at students with disabilities are implemented in the municipality and what the conditions of attendance of these students are in the municipal system. We focused particularly on the interaction between the school board with the Municipal Department of Education, and the way the service to the disability students is provided considering the operation of the school management and teachers. As a theoretical framework, we use studies on middle-level and street-level bureaucracy to understand how these relationships are established. We also used the literature on the historical context of special education policies to understand how they were consolidated in Brazilian society, in addition to Disability Studies, which offered us keys to interpret phenomena through the sociological perspective of disability, especially throughout the Ableism concept. Initially a survey was applied to the management teams and teachers of all urban schools of the municipal system of Corumbá, summing sixteen school units. From the analysis of data collected and the microdata of the 2016 Brazilian School Census, three schools were chosen to participate in a following movement of qualitative research. This qualitative phase included about a month of observation of the daily life in each school and semi- structured interviews done with eight members of the management team and ten teachers. This second phase of research was than complemented with official documents analysis and six semi-structured interviews with professionals from the Municipal Education Department. The results showed that the agents implementing the policies of the special education, despite their efforts to carry out the work, find difficulties that interfere directly in their work. The precarious functioning of some school units, the pressure to hold the principals accountable for the school results, without the provision of adequate work conditions, and the dismantling in the last years of the educational team responsible to provide the service to the students with deficiency of the municipal system, are factors that impact the work of the professionals at school level. In addition to that we highlighted the perceptions of the implementing agents to the concept of disability and the fact of the majority of them considers disability students as unable. This set of factors contributes to the results found in the School Census that show that these students, although they attend the regular school, within the framework of the current policy of educational inclusion, are mostly retained in the initial years of Elementary Education, rarely completing the conditions for effective school and social inclusion.

Financial assistance from social services can be described as an important protection against financial vulnerability. Many of the people that seek out to get support in the form of financial aid are vulnerable people that are in need of an income. The purpose of this study is to explore the organizational conditions that caseworkers in financial assistance perceive as significant for their work with clients. We’ve performed semi-structured interviews with seven caseworkers that work in the department of financial assistance to gather in-depth insights into their experiences and perspectives about the organizational conditions. Using Lipsky's theory of street-level bureaucracy to analyze our results, we also connected our findings to previous research in the field. The findings reveal that control, demands and information are critical organizational factors that have a significant importance for their client work. Caseworkers experience that organizational conditions complicate client interactions, worsen relationships, and limit discretion. Caseworkers also desire more understanding, trust, clearer information, and reduced workloads. Previous research highlights the importance of balancing organizational demands with client needs, emphasizing the need for supportive policies and effective communication to enhance social work practice. Future research could explore implementing new approaches suggested by caseworkers to see how these changes would impact their work and improve the quality of financial assistance. Furthermore, future research could also investigate the perspectives of the organization to gain a more comprehensive understanding of the subject.

Syftet med denna studie är att undersöka LSS-handläggares upplevelser och erfarenheter av utredning och bedömning av rätten till personlig assistans för vuxna med funktionsnedsättning i Sverige. Genomförandet av studien är en semistrukturerad intervjumetod tillsammans med två vinjetter. Studiens resultat baseras på semistrukturerade intervjuer med sex kommunala LSS-handläggare. I studien är de teoretiska utgångspunkterna från ett organisationsteoretiskt perspektiv där vi analyserat vårt material utifrån begreppen handlingsutrymme och gräsrotsbyråkrati.   Resultatet av vår studie visar att LSS-handläggare upplever sitt handlingsutrymme vid bedömning och utredning av rätten till personlig assistans i Sverige som skiftande. Beroende på vilken situation handläggarna är i så har de i vissa situationer möjlighet att vidga sitt handlingsutrymme medan de i andra situationer upplever handlingsutrymmet som begränsat. De situationer där handläggarna har möjlighet att vidga sitt handlingsutrymme är exempelvis i bedömningar där det uppstår ett gränsfall om den enskilde har rätt till personlig assistans. Handläggarna påpekar att de i sådana situationer kan skapa möjligheter i beslutet till både bifall och avslag. Någonting som också påverkar att handlingsutrymmet kan vidgas är handläggarnas tillgång till bra handledning på arbetsplatsen. Det som stramar åt LSS-handläggarnas handlingsutrymme vid bedömning och utredning av personlig assistans är exempelvis att LSS-lagstiftningen ofta upplevs som fyrkantig. Tillgång till praxis påverkar även vidden av handlingsutrymmet då handläggarna inte anser att de kan ta rättssäkra beslut när praxis är otillräckliga. LSS-handläggarnas upplevda dilemman skapas när handlingsutrymmet upplevs som litet och de hamnar i situationer som försvårar deras beslut. / The purpose of this study is to examine LSS-officers' experiences of investigation and assessment of the right to personal assistance for adults with disabilities in Sweden. The implementation of the study is a semi-structured interview along with two vignettes. The results of the study are based on semi-structured interviews with six municipal LSS-officers. The theoretical framework of the study is from an organizational theory perspective where we analyzed our material using the concepts of discretion and street-level bureaucracy. The results of our study show that LSS-officers experience their discretion in the assessment and investigation of the right to personal assistance in Sweden as variable. Depending on the situation, LSS-officers have the opportunity to expand their discretion in some cases, while in other cases they find their discretion limited. Situations where the LSS-officers can expand their discretion arise, for example, in assessments where there is uncertainty about whether the individual has the right to personal assistance. In such cases, LSS-officers note that they can create possibilities in the decision for both approval and rejection. Access to good mentoring at the workplace also affects the ability to expand their discretion. Factors that limit LSS-officers discretion in the assessment and investigation of personal assistance include the perception that the LSS-law is often rigid. Access to case law also affects the extent of discretion, as LSS-officers do not believe they can make legally correct decisions when case law is insufficient. The dilemmas faced by LSS-officers arise when they perceive their discretion as limited and encounter situations that complicate their decision-making.

The study aimed to examine a deeper understanding of social workers´ perspective on identifying and asking questions about violence exposure within Intimate Partner Violence, using the theory of street-level bureaucracies with a focus on agency and knowledge and an intersectional perspective. The study is based on qualitative semi-structured interviews with eight professional social workers from Personal and family counselling services in a medium and small municipality in southern Sweden. The results indicate that social workers recognize symptoms and signs of violence exposure that appear in different ways in both children and adults. Adequate knowledge and ongoing education are considered essential for identifying and addressing violence exposure. The implementation of routines and guidelines varies and there are only general procedures for handling violence cases in all organizations, not specially for identifying or inquiring about exposure to violence. The theoretical framework highlights the social workers´ autonomy is challenged by the need to harmonize client needs with organizations goals when identifying and asking questions about violence exposure. Through the awareness of an intersectional perspective, the results reveal that social workers´ with adequate knowledge and ongoing education can decrease the possibility of subjective assessments and acknowledging that victims of violence have diverse needs and should not be categorized as a homogeneous group. / Denna uppsats ämnade att skapa en djupare förståelse för socialsekreterares perspektiv av att identifiera och ställa frågor om våldsutsatthet i våld i nära relationer, med hjälp av teorin om gräsrotsbyråkratier med fokus på handlingsutrymme och kunskap samt ett intersektionellt perspektiv. Studien grundar sig på kvalitativa halvstrukturerade intervjuer med åtta yrkesverksamma socialsekreterare som arbetar inom individ – och familjeomsorgen i en mellanstor och mindre kommun i södra Sverige. Resultatet visar att socialsekreterare identifierar symtom och tecken på våldsutsatthet som uppträder på olika sätt hos barn och vuxna. Adekvat kunskap och vidareutbildning bedöms nödvändigt för att identifiera och ställa frågor om våldsutsatthet. Tillämpande av rutiner och riktlinjer är varierande och det finns endast generella rutiner och riktlinjer för hantering av våldsärenden i alla verksamheter och inte specifika sådana för att identifiera och ställa frågor om våldsutsatthet. Det teoretiska ramverket synliggör socialsekreterarens handlingsutrymme som utmanas av att harmonisera klientens behov med organisationens mål gällande att identifiering och ställa frågor om våldsutsatthet. Genom en medvetenhet om ett intersektionellt perspektiv visar resultatet att socialsekreterare genom adekvat kunskap och vidareutbildning kan reducera möjligheten av subjektiva bedömningar och förståelsen för att våldsutsatta har olika behov och inte bör kategoriseras som en homogen grupp kan uppnås.

Biståndshandläggare inom äldreområdet är en profession med hög arbetsbelastning och ett komplext uppdrag att verka i skärningspunkten mellan intentionerna i en målrationell lagstiftning, kommunal budget och den enskildes behov. Genom att låta handläggare besvara en vinjettstudie, där de presenterats för Esther, undersöktes biståndshandläggare som profession utifrån ett cyniskt perspektiv, hur biståndshandläggare hanterar sin arbetssituation utifrån diskretionsteori och om egenskaper hos biståndshandläggaren påverkar utfall i handläggningsprocessen. Studien visar att Esthers ärende handläggs på olika sätt, att handläggare fokuserar på olika behov och gör olika bedömningar av hennes rätt till bistånd i form av särskilt boende enligt 4 kap. 1 § SoL. Vidare undersökning av samband mellan egenskaper hos handläggare och utfall i handläggningsprocessen påvisar inga signifikanta samband som kan förklara utfallet. Resultatet pekar på att egenskaper som ålder, erfarenhet av biståndshandläggning eller annan myndighetsutövning och socionomutbildning inte skapar en mer rättssäker handläggning. Skillnader i biståndshandläggningen tycks i stället orsakas av de strategier som biståndshandläggare använder för att klara sin vardag. / Decision makers in the field of eldercare is a profession with a high workload and a complex assignment while navigating in the intersection between the intentions of a goal-oriented legislation, a municipal budget, and the needs of the individual. By asking decision makers to answer a vignette study, where they were presented to Esther, decision makers as a profession were examined from a cynical perspective. Examining the use of strategies to handle their workload, based on theories of discretion and if characteristics of the decision maker affect outcomes in the needs assessment process. The study shows that Esther’s case was handled in different ways, that decision makers focused on different needs and made different assessment regarding her right to accommodation at a retirement home according to chapter 4 § 1 in the Social Services Act. Further examination of the relationship between characteristics of decision makers and outcomes in the needs assessment process shows no significant relationships that explains the outcome. The results indicate that characteristics such as age, experience in needs assessment and other experience of authority or a degree from higher education in social work does not create a more legally secure process. Instead, the differences in the needs assessment seems to be caused by the strategies that decision makers use to cope with their working situation.

À une époque où l'immigration internationale est de plus en plus difficile et sélective, le statut de réfugié constitue un bien public précieux qui permet à certains non-citoyens l'accès et l'appartenance au pays hôte. Reposant sur le jugement discrétionnaire du décideur, le statut de réfugié n’est accordé qu’aux demandeurs qui établissent une crainte bien fondée de persécution en cas de retour dans leur pays d'origine. Au Canada, le plus important tribunal administratif indépendant, la Commission de l'immigration et du statut de réfugié du Canada (CISR), est chargé d’entendre les demandeurs d'asile et de rendre des décisions de statut de réfugié. Cette thèse cherche à comprendre les disparités dans le taux d’octroi du statut de réfugié entre les décideurs de la CISR qui sont politiquement nommés. Au regard du manque de recherches empiriques sur la manière avec laquelle le Canada alloue les possibilités d’entrée et le statut juridique pour les non-citoyens, il était nécessaire de lever le voile sur le fonctionnement de l’administration sur cette question. En explorant la prise de décision relative aux réfugiés à partir d'une perspective de Street Level Bureaucracy Theory (SLBT) et une méthodologie ethnographique qui combine l'observation directe, les entretiens semi-structurés et l'analyse de documents, l'étude a d'abord cherché à comprendre si la variation dans le taux d’octroi du statut était le résultat de différences dans les pratiques et le raisonnement discrétionnaires du décideur et ensuite à retracer les facteurs organisationnels qui alimentent les différences. Dans la lignée des travaux de SLBT qui documentent la façon dont la situation de travail structure la discrétion et l’importance des perceptions individuelles dans la prise de décision, cette étude met en exergue les différences de fond parmi les décideurs concernant les routines de travail, la conception des demandeurs d’asile, et la meilleure façon de mener leur travail. L’analyse montre comment les décideurs appliquent différentes approches lors des audiences, allant de l’interrogatoire rigide à l’entrevue plus flexible. En dépit des contraintes organisationnelles qui pèsent sur les décideurs pour accroître la cohérence et l’efficacité, l’importance de l’évaluation de la crédibilité ainsi que l’invisibilité de l’espace de décision laissent suffisamment de marge pour l’exercice d’un pouvoir discrétionnaire. Même dans les environnements comme les tribunaux administratifs où la surabondance des règles limite fortement la discrétion, la prise de décision est loin d’être synonyme d’adhésion aux principes de neutralité et hiérarchie. La discrétion est plutôt imbriquée dans le contexte de routines d'interaction, de la situation de travail, de l’adhésion aux règles et du droit. Même dans les organisations qui institutionnalisent et uniformisent la formation et communiquent de façon claire leurs demandes aux décideurs, le caractère discrétionnaire de la décision est par la nature difficile, voire impossible, à contrôler et discipliner. Lorsqu'ils sont confrontés à l'ambiguïté des objectifs et aux exigences qui s’opposent à leur pouvoir discrétionnaire, les décideurs réinterprètent la définition de leur travail et banalisent leurs pratiques. Ils formulent une routine de rencontre qui est acceptable sur le plan organisationnel pour évaluer les demandeurs face à eux. Cette thèse montre comment les demandeurs, leurs témoignages et leurs preuves sont traités d’une manière inégale et comment ces traitements se répercutent sur la décision des réfugiés. / In an era where international immigration is increasingly difficult and selective, refugee status constitutes a valuable public good that enables some non-citizens access and membership to the host country. Based on the discretionary judgment of the decision-maker, refugee status is only granted to claimants who establish well-founded fear of persecution if returned to their home country. Canada’s largest independent administrative tribunal, Immigration and Refugee Board of Canada (IRB), is charged to hear refugee claimants and make refugee status determinations. This dissertation investigates why significant disparities exist among IRB’s politically appointed decision-makers’ refugee status grant rates. As little was known about the concrete ways Canada allocates opportunities for entry and legal status for non-citizens, lifting the blanket of administration was necessary. By exploring refugee decision-making from a Street Level Bureaucracy Theory (SLBT) perspective, and an ethnographic methodology that combined direct observation, semi-structured interviews and document analysis, the study sought first to understand whether the variation in grant rates were a result of differences in decision-makers’ discretionary practices and reasoning and second to trace the organizational factors that foster variation. In line with previous scholarship on SLBT that document how the work situation structure discretion and how individual views play in decision-making; this study demonstrates substantive differences among decision-makers in terms of their work routines, conceptions of refugee claimants and the best way to conduct their work. The analysis illustrates how decision-makers apply not a singular but a variety of approaches to the refugee hearing, ranging from rigid interrogation to the more resilient interview style. Despite clear organizational constraints on decision-makers that target to increase consistency and efficiency of refugee determinations, the significance of credibility-assessment and the invisibility of the decision-making space leave ample room for discretionary behavior. Even in rule-saturated environments like administrative tribunals which extensively regulate discretion; decision-making hardly means neutral and hierarchical rule adherence. Instead discretion is nested within the context of interaction routines, work situation, rule adherence and law. It is inherently difficult if not improbable to control and discipline discretionary decision-making even in organizations that institutionalize and standardize training and communicate their demands clearly to decision-makers. When faced with goal ambiguity and with demands that they consider run against their discretionary authority, decision-makers reinterpret their job definition and routinize their practices. They formulate an encounter routine that is organizationally acceptable to assess the people in front of them. This dissertation illustrates how unevenly the claimants, their testimony and evidence are treated and how these treatments are reflected on the refugee decision.

Syftet med denna studie var att undersöka socionomers uppfattning om förhållningssättet i arbetet med lindrigt utvecklingsstörda föräldrar. Studien syftar även till att undersöka om variationen i förhållningssättet är kopplat till organisation och yrkesroll. Materialet bestod av sex semistrukturerade intervjuer med socionomer från tre olika organisationer som arbetar med föräldrar som har lindrig utvecklingsstörning. Dessa var Vuxenhabiliteringen, LSS- verksamheter och Individ- och familjeomsorgen. I studien genomfördes en telefonintervju med en forskare som har expertkunskaper kring utvecklingsarbetet för föräldrar med lindrig utvecklingsstörning.  Forskarens fokus kopplas till socionomernas upplevelser av arbetet, organisationens roll i arbetet samt betydelsen av samverkan.  Studien syftade till att analysera resultatet utifrån två teoretiska perspektiv. Dessa är Gräsrotsbyråkrati samt Människobehandlande organisationer.  Resultatet i studien visar på att socionomerna i dessa organisationer har olika förhållningssätt beroende på den verksamhet som de arbetar i samt den yrkesroll de har i organisationen. Studien indikerade även hur dessa organisationer påverkar föräldraskapet hos lindrigt utvecklingsstörda föräldrar. / The aim of this study was to describe and analyse social workers’ approach in working with parents with mild intellectual disability. The study intends to find out if work approach is related to position and type of organisation. The data consists of six semi structured interviews with social workers from three different organisations that in work meet parents with mild intellectual disability. These organisations were Vuxenhabiliteringen, LSS and Individ- and Familjeomsorgen. In addition, an interview with a researcher that has expert knowledge in development for parents with mild intellectual disability was done. In the analysis the experiences of social workers were linked to organizational tasks and importance of cooperation. The study purposed to analyse the result from two theoretical perspectives; street- level bureaucracy and human-service organisations. The result shows that social workers in the organisations have different approaches dependent on what organisation they work in and the role and working tasks they have in work. The study also indicated how the organisations and their tasks affected the parenthood for persons with mild intellectual disabled parents.

This research project conducted an in-depth, qualitative assessment of vocational education and training (VET) teachers’ perceptions of pedagogic innovation, with an emphasis on obstacles and supporting factors. The main research question was: “How do teachers’ roles and perspectives shape innovation processes in VET and what does this imply for the development of teaching and learning practices?” Three clusters of subsidiary questions were derived around thematic foci: ‘perceptions and concepts’, ‘documentation of practice’, and ‘dynamics, limitations, and lessons for innovation’. Based on analytical strategies derived from grounded theory, two phases of interviews – the first with ten experts and the second with 62 VET practitioners at 20 colleges – were conducted in England, Germany, and Austria, with a focus on full-time VET (Further Education Colleges, Berufskollegs, and Berufsbildende Mittlere und Höhere Schulen) in the 16-19 age range. Classroom observation preceded semi-structured, 30 to 60 minute interviews with teachers. The study builds on previous research and existing frameworks such as Lipsky’s concept of ‘street-level bureaucracy’ and Flyvbjerg’s ‘critical cases’. However, it fills a gap in the literature by focusing on practitioner perceptions, motivations, professionalism, autonomy, work contexts, and own learning in relation to pedagogic innovation, whilst tracing relevant connections to educational policy, college management, and societal influences. Teachers are shown in multiple roles as inventors, designers, and implementers of innovation, facing nine categories of obstacles. Those include limited time and budgets, bureaucracy and lack of autonomy, problems with project planning and execution, and issues related to lack of support. In addition, this study provides a comparative investigation of practitioners’ interpretations of key terms (‘pedagogy’, ‘didactics’, ‘innovation’), revealing differences between England on the one hand, and Germany and Austria on the other, based on different degrees of autonomy and innovative focus. Based on such findings, the study details recommendations for college leaders and policy makers for facilitating pedagogic innovation, placing each in their respective national contexts.

The thesis examines accompanied asylum-seeking children’s position in Swedish asylum reception management and in the determination of their claims. The three articles of the thesis focus on children’s own experiences of seeking asylum, on the experiences and practices of the civil servants at the Migration Board, as well as those of the legal representatives that assist asylum-seekers in the application process. The thesis builds on ethnographic fieldwork carried out between 2008 and 2010 in southwest Sweden. Theoretical inspiration has been sought in the new sociology of childhood as well as in practice theory. The first article in the thesis concerns children’s caseworkers who are responsible for safeguarding children’s interests in the Migration Board’s daily work with reception. The study highlights a range of dilemmas caseworkers have to deal with in their role as frontline bureaucrats. The study shows that the children’s caseworkers often perceive their discretion as limited, but also that they themselves contribute to limiting it, for example due to their hesitation in challenging existing norms and collegiality.    The second article examines the ways in which legal representatives, who act on behalf of families in asylum determinations, in their practice perceive and relate to the concept of children’s best interests and children’s right to participate. The study shows that children in families can become invisible in the legal representatives’ daily rounds. This invisibility is due to practical limitations in the representatives’ work as well as a general view that children rarely have their own grounds for asylum, as separate claimants to their parents. The third paper of the thesis explores the ways in which children experience and seek to influence circumstances that signify their time spent as asylum-seekers. The study shows how the children developed a range of tactics to deal with their particular situations, which varied with their housing and schooling, and the family’s financial resources. The conclusion is that the children themselves are the primary representatives of the child perspective in the asylum-seeking process, not least through their struggle to belong and create a life like that of ’ordinary’ children.  In line with previous research in the field, the thesis points to the contradiction between the principle of regulated migration and the child perspective in the asylum-seeking process. Together with practical circumstances, such as lack of resources, this contradiction results in a more limited implementation of the child perspective than rules and regulations actually stipulate. Finally, the thesis points to the active role asylum-seeking children take in their efforts to create an everyday life that is as similar as possible to that of  the ’ordinary’ children (e.g. non asylum-seeker and permanently settled children) around them. / <p>At the time of the doctoral defense, the following paper was unpublished and had a status as follows: Paper 1: Submitted.</p>

我國警察的任務，依警察法第二條規定為「依法維持公共秩序，保護社會安全，防止一切危害，促進人民福利。」致警察工作包羅萬象，使得警察人員成為政府推動許多行政事務的重要執行者，扮演政府與民眾之間的橋樑角色，是民眾接觸最頻繁的公務員；又因警察任務具有執法及管制的特性，影響民眾權益甚大，所以平時爭議頗多，其中尤以負責將警察任務轉化為實際行動的警察勤務基本單位的警勤區警員，更是警察組織對外的代表，其經常決定了警察政策的實際效果，所做所為不僅是民眾對警察組織評價的重要依據，更可能轉移至對政府的印象，故選擇其為本文的研究對象。 Lipsky(1980)的「第一線人員執行理論」(Theory of the work of street-level bureaucracies)，從第一線執行人員的工作本質，其身處的工作情境談到第一線執行人員的行為類型，本文即是以Lipsky之第一線執行理論為基礎架構，防禦行為（defensive behaviors）部分並參考Sorg(1983)的「基層官僚執行行為類型」及Ashforth和Lee(1990)的「防禦行為之初探模式」等研究，以實證調查方式，研究我國警勤區警員的防禦行為，目的在瞭解我國警勤區警員的工作環境及其適應環境的心態與方法；我國警勤區警員防禦行為的現況；他們為何會有這些行為表現？及不同防禦行為之重要決定因素。 為求能了解警勤區警員防禦行為之實際情形，恐態度認知和行為表現間存有差距，本研究嘗試結合質與量的研究方法，除對警勤區警員編製問卷施測外，亦由警察大學二年級至派出所實習的學生擔任觀察者，樣本之選取，係以立意抽樣法(purposive sampling)，配合觀察者之實習，選擇警察大學正科六十一期學生83年度實習派出(分駐)所內之所有警勤區員警為施測對象。研究編製「我國警勤區員警執勤模式問卷量表」，由員警填答，另設計「學生實習觀察問卷表」，由學生實習畢填寫，問卷調查資料，則進行次數(Frequency)、量表的效信度(Reliability & Validity)及因素分析(Factor Analysis)、描述性統計(Descriptive statistics)、卡方考驗(X2)、相關係數(Correlation Coefficient)、T考驗(T Test)、變異數分析(ANOVA)、迴歸分析(Regression Analysis)、逐步迴歸(Stepwise regression)、路徑分析(Path Analysis)、集群分析(Cluster Analysis)、區別分析(Discriminant analysis)等統計法分析。 研究發現摘錄如下： 一、我國警勤區警員防禦行為之現況：我國警勤區員警普遍存在「推諉責任」、「輕忽民眾」、「抑制變遷」等防禦行為，現況經分析員警和學生二組之調查結果，在「推諉責任」、「輕忽民眾」項，員警自認不會推諉責任及輕忽民眾需求（平均數低於中位數），但學生組的觀察，員警們有推諉責任及輕忽民眾需求的防禦行為（平均數則高於中位數），且二組間的差異經T檢定，達顯著水準；至於在「抑制變遷」因素項，二組的平均數皆高於中位數，員警的平均數高於學生組的平均數，表示警勤區警員對新政策、新措施在態度上是抗拒的，但學生們旁觀者的觀察，警勤區警員在行為表現上卻未如是強烈，研究者認為是「警察管理階層與執行階層鴻溝」與「警察服從天性」二者矛盾交織而成的現象：任何新的措施與作法皆會增加員警有形(工作量) 無形(心理層面)的負擔，員警在心態上是抗拒排斥改變的，但為因應組織監督考核的現況，故在行為上則是配合的。 經集群分析：「消極應付」組有618人為最高，「高度防禦」組607人，「積極認事」組則有448人，顯示有33.5%的勤區員警是以消極、應付的心態及行為模式在執行日常的勤務，有33%的警勤區警員會表現出積極的防禦行為，故有66.3%的警勤區員警有防禦行為。 二、警勤區員警處於民眾矛盾對待嚴重、各種內外環境交錯複雜之混沌環境中，同時法令不完備、工作單調矛盾具危險性常須處理突發狀況，資源不足、同儕間汲汲追求績效，對上無從表達意見、重服從的工作情境；整體而言，則認為警察工作目標、工作範圍尚稱明確。 三、本研究從警動機調查，有33.9%的員警是「想為社會治安貢獻一己心力」為最多，而有22.9%的員警是為「喜歡警察工作」，得知我國警勤區警察之從警動機仍多有利他的理想。大致而言，從警動機主動明確，愈具理想性則其愈能明瞭工作範圍與職掌，亦認為警察之理想目標是可實現的，在行為的表現上亦較不會有推諉責任的防禦行為。 四、年紀愈輕、從警年資愈低，愈認為警察工作目標過高遠、職掌不明確，執勤所需之資源不足感愈強，而工作壓力愈大，表現推諉責任之防禦行為情形愈嚴重。 五、未婚者之推諉責任、抑制變遷、輕忽民眾等防禦行為較已婚者嚴重；有宗教信仰的同仁較不會逃避工作、推卸責任(「推諉責任」平均數較低)，對於民眾的權益及需求會積極熱心處理(「積極應事」平均數較高)。 六、勤區員警之工作考量優先順序是，50.1%的員警(925人)是個人導向（保護自己優先），38.7%的員警則為程序導向（程序合於法規優先），而有10.9%的員警是屬任務導向（達成任務優先）。個人導向者在防禦行為中的「推諉責任」、「重質輕量」、「抑制變遷」、「輕忽民眾」等4項，平均數最高和其他五組中之一至二組組間差異達顯著水準，由此可知，個人導向工作考量之警勤區警員，較易有防禦行為。 七、路徑分析結果，驗證「工作壓力」、「工作自主」及「管理自主」居於中介變項之位置，「裁量權」（含「裁量權限」及「裁量功能」）非居於中介變項位置，研究架構需作修正。 八、依多變量的區別分析法分析，彙整成2線性區別函數，函數一，可將62.64%母群體加以分類，而其餘37.36%，則可由函數二加以分類，整體正確區別率為56.56%，超過50%，而56.56%之整體區別率達顯著水準。 九、迴歸、路徑分析及區別分析皆顯示「工作壓力」、「工作目標模糊衝突」、「管理自主」、「工作自主」、「政策目標接受度」5因素為預測防禦行為之重要變數，雖先後順序有所不同。 從本研究結果顯示，目前基層普遍存在消極、無力的任事態度，此種情形與違法犯紀的重大違規事件比起來，或許微不足道，但若大部份的政策執行者都採此態度應事，那麼即使有再立意甚佳、見解精闢、規劃完善的政策計畫亦屬空中樓閣，而無法落實執行，故於實務上對於警勤區警員的工作提出以下建議： 一、業務簡化降低壓力 二、尊重基層參與決策 三、定位預防犯罪專業 四、有效溝通價值傳承 五、回應民意民眾回饋 有關後續研究則提出：精進發展預測模式，對工作2年之警勤區員警施測後分群，針對問題給予正確引導；對於員警裁量之判斷與選擇過程等做行政學上之研究探討，與「裁量權限」、「裁量功能」二因素對防禦行為之影響地位進行瞭解；警勤區警員在面臨「服務更多民眾」與「維持高品質服務」時的實際選擇；及持續定期關注瞭解我國警勤區警員防禦行為的現況，等建議。 / According to the Article 2 of the Police Act: The police are obligated to maintain public order, protect social security, prevent all hazards, and promote public welfare according to applicable laws. The work of police is all-encompassing, and the police officers are the frontline workers or policy implementers in government agencies. They are more frequently and directly interacting with citizens, they play the role of bridge between the government and the public. Because the police officers are the law enforcement and regulatory role, they affect the rights and interests of the public very seriously, so there are usually a lot of controversy, especially the police beats that are the basic unit of police duties, a key contention of the police officers in the police beats is that the decisions and actions of them, actually ‘become’, or represent, the policies of the government agencies they work for. They are very important so chosen to be the objects of this study. "Theory of Street-Level Bureaucracy" of Lipsky (1980), which is grounded in observations of the collective behavior of public service organizations and advances a theory of the work of street level bureaucracies as individual workers experience it. The behavior of street-level bureaucrats is shaped by the nature of their work and conditions in which they operate. In response to the challenges they face, street-level bureaucrats often develop routines and simplifications in an attempt to reduce complexity, gain greater control over their work and manage stress. This research was based on Lipsky's theory of street-level bureaucracy, and the “A Typology of Implementation Behaviors of Street Level Bureaucrats.” of Sorg (1983), and the “Defensive Behavior in Organizations: A Preliminary Model." of Ashforth and Lee (1990). The purpose of this study is to understand what’s the working environment and dilemmas of the police officers in the police beats? How they adapted the dilemmas? What’s the situation of the defensive behaviors of the police officers in the police beats? Why did they have these behaviors? And what are the important determinants of the defensive behaviors? This study attempts to combine the quantitative and qualitative research methods. There is a questionnaire for the police officers in the police beats, also an observant questionnaire for the sophomores of the Central Police University, while the sophomores worked as police cadets they also were observers. The questionnaire survey data was analyzed by Frequency, Reliability and Validity Analysis, Factor Analysis, Descriptive Statistics, X2, Correlation Coefficient, T Test, Variance Analysis (ANOVA), Regression Analysis, Stepwise regression, Path Analysis, Cluster Analysis, Discriminant Analysis and so on. This study’s finding are as follows: 1. There are some kinds of defensive behaviors of the police officers in the police beats such as "shirk responsibility", "neglect the people", "resist change". According to the cluster analysis, there are 618 samples (33.5%) in the "negative coping" group, 607(33%) in the "highly defensive" group and 448 in the "Positive Attendance" group, showing that 66.3% of police officers have defensive behaviors. 2. The internal and external environment of the police officers in the police beats is complex and chaotic. There are a series of dilemmas of the police officers in the police beats. 3. There are 56.8% of the police officers in the police beats serve as public employment with a commitment to serving the community. The police officers in the police beats working with more idealization are more less "shirk responsibility" behavior. 4. The younger police officers who were working less than 2 years from the police service, they think that the goal of police is too ambitious, lacking of resources, felling more working pressure, and have more serious "shirk responsibility" behavior. 5. The unmarried police officers in the police beats have more "shirk responsibility", "neglect the people" and "resist change" behaviors than the married. The police officers with religion have less "shirk responsibility" behavior. 6. The priority of the police officers in the police beats were follow: there are 50.1% of the police officers (925) are personal oriented (to protect themselves), 38.7% of the police officers are procedural oriented (the legal procedure) and 10.9% of the staff are task-oriented (to achieve the task). The personal oriented police officers have more serious defensive behaviors. 7. According to the path analysis, that the "working pressure", "work autonomy" and "manage autonomy" are the intermediary variables of the defensive behaviors. The "Discretion" is not, so the structure of research needs to be revised. 8. According to the discriminant analysis, there are 2 function, the 62.64% of the population could classify correctly by function 1, and the remaining 37.36% of the population could classify correctly by function 2. The distinction rate was 56.56 %, more than 50%, and reached a significant level. 9. According to the regression, path and discriminant analyses, that the "working pressure", "the working objectives are fuzzy and conflict", "manage autonomy", "working autonomy" and "acceptance of policy goal" 5 factors are important variables of defensive behaviors. Based on the findings above-mentioned, here are the recommendations of this study: 1. Simplify the working contents of the police officers in the police beats, and to reduce the working pressure. 2. Establish the mechanisms that the police officers in the police beats participate in decision-making. 3. Clarify the police officers in the police beats be the professional crime prevention roles. 4. Enhance internal communicant channels to preserve the heritage. 5. Respond to public opinion and build up the feedback of citizens to be the encouragement of the police officers in the police beats.