Thesis (Ph. D.)--University of Texas at Austin, 1994. / Vita. Includes bibliographical references (leaves 261-278).

In my thesis I am focusing on the issue of marketing communication tools in the area of non-profit organizations dealing with social services. The thesis is divided into two parts; the first one is theoretical and there are explained basic terms, legal framework and contemporary situation in the non-profit sector in the Czech Republic. Last but not least, in this part I am trying to evaluate the most suitable marketing communication strategies for the development of social services and the improvement of their quality through non-profit organizations. The second part is focused on a practical analysis of marketing activities of the citizen-action public Camino. Its goal is to arrange information and create special cultural and educational programs for aurally handicapped. The aim of the case study is to apply theoretical preconditions on a particular citizen-action public. This enables me to connect theoretical and practical knowledge relating to this issue. I am trying to suggest possible improvements and create a new marketing conception for this association.

Introdução: O câncer da mama é uma das neoplasias mais extensivamente estudadas no mundo todo em muitos aspectos, inclusive em relação às suas características epidemiológicas, algumas bastante peculiares. Isso se deve ao fato de que o câncer de mama na mulher é uma das mais importantes causas de morbimortalidade por câncer em quase todas as populações do planeta desde a segunda metade deste século.Objetivos: Descrever as características de serviços públicos de atendimento ambulatorial em relação ao acesso e resolutividade de pacientes com diagnóstico de câncer de mama atendidas na referência da Casa de Saúde Santa Marcelina Itaquera São Paulo. Metodologia: Estudo exploratório sob uma perspectiva quantitativa, transversal e descritivo. Constituído por meio de uma amostra de 52 mulheres atendidas no Ambulatório de Mastologia no Centro de especialidades (AME) que recorreram ao serviço de junho à setembro de 2008 ,em um dia fixo na semana, e submeteram-se posteriormente à cirurgia para tratamento de câncer de mama. Foi utilizado um formulário de perguntas que permitiu conhecer o nível de informação e acessibilidade das mulheres com câncer de mama. A análise descritiva foi apresentada por meio de tabelas de frequências, médias e desvios padrões.Quando pertinente foi feito análise não paramétrica (qui-quadrado de Pearson).Os dados foram armazenados em planilha Excell e posteriormente analisadas utilizando o pacote estatístico STATA.Resultados:A maioria das pacientes estavam com mais de 50 anos (59,62 por cento).As mulheres foram responsáveis pela percepção de seu problema mamário pelo auto-exame(65,38 por cento). O nódulo foi o achado clínico e radiológico dominante (73,08 por cento), e o carcinoma ductal infiltrante foi o tipo histológico mais comum (88,47 por cento). Percentagem significativa das pacientes (61,54 por cento) não tiveram suas mamas palpadas pelos médicos.A unidade básica de saúde (82,69) foi o recurso mais procurado.Não houve demora no atendimento médico (61,54 por cento).O tempo de demora para ser atendida entre 3 e 6 meses ocorreu em 26,32 por cento das mulheres.Apenas 1 mulher (1,92 por cento) apresentou estadiamento 0.Houve 32(30,77 por cento) mulheres com mais de 50 anos,sendo que 68,75 por cento e 31,25 por cento apresentaram estadiamentos I,IIA,IIB e III,IV respectivamente. Conclusões: Apesar da casuística ser pequena para esta amostra os dados permitem concluir que apesar das mulheres freqüentarem o serviço de saúde, são elas as responsáveis pela percepção de seu problema mamário através do auto-exame e detectam mais o câncer de mama do que a atenção primária. Existe uma demora de mais de 6 meses entre o diagnóstico feito na UBS e o atendimento feito na referência potencializando a evolução do câncer de mama. / Introduction: The breast cancer is one of the most extensively studied cancers worldwide in many aspects, including in relation to its epidemiological characteristics, some very peculiar. This is due to the fact that breast cancer in women is one of the most important causes of morbidity and mortality from cancer in almost all populations of the planet since the second half of this century.Objectives: to describe the characteristics of public services of ambulatorial attendance in relation to the access and resolutivity of patients with diagnosis of breast cancer attended in the reference of the Casa de Saúde Santa Marcelina Itaquera Sao Paulo.Methodology: Exploratory study on a quantitative perspective, transverse and descriptive. Constituted by a sample of 52 women attended in the Outpatient Clinic of Mastology in the Center of Specialties which used the service from June to September 2008, on a fixed day in the week, and subsequently submitted to surgery for treatment of breast cancer. It was utilized a form of questions that permitted to know the level of information and accessibility of the women with breast cancer. The descriptive analysis was presented by means of tables of frequencies, averages and standard deviations. When appropriate was made the analysis not parametric (Pearson\'s chi-square). The data were stored in Excel spreadsheet and then analyzed using the statistical package STATA.Results:Most patients were age over 50 years (59.62 per cent). Women were responsible for the perception of their problem by breast self-examination (65.38 per cent). The nodule was the dominant clinical and radiological findings (73.08 per cent) and infiltrating ductal carcinoma was the most common histological type (88.47 per cent). Significant proportion of patients (61.54 per cent did not have its breasts examined for his doctors. A basic health unit (82.69) was the feature most searched.There was no delay in the medical attendance (61.54 per cent). The time of delay to be taken care of between 3 and 6 months occurred in 26,32 per cent of the women.Only 1 woman (1.92 per cent) had staging 0 for breast cancer.There were 32 (30.77 per cent) women with more than 50 years, and 68, 75 per cent and 31.25 per cent had stage I,IIA,IIB,IIA,IIB and III,IV respectively.Conclusions: Despite of the casuistic be small for this sample the data allow to conclude that despite of the women attend the service of health, they are responsible by the perception of her mammary problem through the auto-exam and detect more the breast cancer than the service of primary attention. There is a delay of more of 6 months between the diagnosis made in the UBS and the attendance made in the reference service , boosting the evolution of the breast cancer.

Introdução: O câncer da mama é uma das neoplasias mais extensivamente estudadas no mundo todo em muitos aspectos, inclusive em relação às suas características epidemiológicas, algumas bastante peculiares. Isso se deve ao fato de que o câncer de mama na mulher é uma das mais importantes causas de morbimortalidade por câncer em quase todas as populações do planeta desde a segunda metade deste século.Objetivos: Descrever as características de serviços públicos de atendimento ambulatorial em relação ao acesso e resolutividade de pacientes com diagnóstico de câncer de mama atendidas na referência da Casa de Saúde Santa Marcelina Itaquera São Paulo. Metodologia: Estudo exploratório sob uma perspectiva quantitativa, transversal e descritivo. Constituído por meio de uma amostra de 52 mulheres atendidas no Ambulatório de Mastologia no Centro de especialidades (AME) que recorreram ao serviço de junho à setembro de 2008 ,em um dia fixo na semana, e submeteram-se posteriormente à cirurgia para tratamento de câncer de mama. Foi utilizado um formulário de perguntas que permitiu conhecer o nível de informação e acessibilidade das mulheres com câncer de mama. A análise descritiva foi apresentada por meio de tabelas de frequências, médias e desvios padrões.Quando pertinente foi feito análise não paramétrica (qui-quadrado de Pearson).Os dados foram armazenados em planilha Excell e posteriormente analisadas utilizando o pacote estatístico STATA.Resultados:A maioria das pacientes estavam com mais de 50 anos (59,62 por cento).As mulheres foram responsáveis pela percepção de seu problema mamário pelo auto-exame(65,38 por cento). O nódulo foi o achado clínico e radiológico dominante (73,08 por cento), e o carcinoma ductal infiltrante foi o tipo histológico mais comum (88,47 por cento). Percentagem significativa das pacientes (61,54 por cento) não tiveram suas mamas palpadas pelos médicos.A unidade básica de saúde (82,69) foi o recurso mais procurado.Não houve demora no atendimento médico (61,54 por cento).O tempo de demora para ser atendida entre 3 e 6 meses ocorreu em 26,32 por cento das mulheres.Apenas 1 mulher (1,92 por cento) apresentou estadiamento 0.Houve 32(30,77 por cento) mulheres com mais de 50 anos,sendo que 68,75 por cento e 31,25 por cento apresentaram estadiamentos I,IIA,IIB e III,IV respectivamente. Conclusões: Apesar da casuística ser pequena para esta amostra os dados permitem concluir que apesar das mulheres freqüentarem o serviço de saúde, são elas as responsáveis pela percepção de seu problema mamário através do auto-exame e detectam mais o câncer de mama do que a atenção primária. Existe uma demora de mais de 6 meses entre o diagnóstico feito na UBS e o atendimento feito na referência potencializando a evolução do câncer de mama. / Introduction: The breast cancer is one of the most extensively studied cancers worldwide in many aspects, including in relation to its epidemiological characteristics, some very peculiar. This is due to the fact that breast cancer in women is one of the most important causes of morbidity and mortality from cancer in almost all populations of the planet since the second half of this century.Objectives: to describe the characteristics of public services of ambulatorial attendance in relation to the access and resolutivity of patients with diagnosis of breast cancer attended in the reference of the Casa de Saúde Santa Marcelina Itaquera Sao Paulo.Methodology: Exploratory study on a quantitative perspective, transverse and descriptive. Constituted by a sample of 52 women attended in the Outpatient Clinic of Mastology in the Center of Specialties which used the service from June to September 2008, on a fixed day in the week, and subsequently submitted to surgery for treatment of breast cancer. It was utilized a form of questions that permitted to know the level of information and accessibility of the women with breast cancer. The descriptive analysis was presented by means of tables of frequencies, averages and standard deviations. When appropriate was made the analysis not parametric (Pearson\'s chi-square). The data were stored in Excel spreadsheet and then analyzed using the statistical package STATA.Results:Most patients were age over 50 years (59.62 per cent). Women were responsible for the perception of their problem by breast self-examination (65.38 per cent). The nodule was the dominant clinical and radiological findings (73.08 per cent) and infiltrating ductal carcinoma was the most common histological type (88.47 per cent). Significant proportion of patients (61.54 per cent did not have its breasts examined for his doctors. A basic health unit (82.69) was the feature most searched.There was no delay in the medical attendance (61.54 per cent). The time of delay to be taken care of between 3 and 6 months occurred in 26,32 per cent of the women.Only 1 woman (1.92 per cent) had staging 0 for breast cancer.There were 32 (30.77 per cent) women with more than 50 years, and 68, 75 per cent and 31.25 per cent had stage I,IIA,IIB,IIA,IIB and III,IV respectively.Conclusions: Despite of the casuistic be small for this sample the data allow to conclude that despite of the women attend the service of health, they are responsible by the perception of her mammary problem through the auto-exam and detect more the breast cancer than the service of primary attention. There is a delay of more of 6 months between the diagnosis made in the UBS and the attendance made in the reference service , boosting the evolution of the breast cancer.

The aim of the thesis is implementation of the strategic analysis for the non-governmental organization Domov Sue Ryder, o.p.s. and to identify all the factors which have impact on its economy. The work deals with the effects of the external environment and the internal resources, which are available for the organization. There was used PEST analysis for analysis of the micro-environment. I have identified all the factors that affect the firm's ability to satisfy customer needs in section related to the micro-environment. These are members in the sector of social services for elderly. They form competition or support for the organization. The important part is also the synthesis of the results of the strategic analysis. There are listed strengths, weaknesses, opportunities and threats. The conclusion summarizes the most important information. There are suggested recommendations to management for improving.

Ces prolégomènes étudient l’évolution conceptuelle et politique de l’intégration scolaire comme introduction à l’analyse de la construction de la légitimité de la politique de l’adaptation scolaire. Ils s’intéressent d’abord au mouvement des courants de scolarisation des élèves handicapés ou en difficulté d’adaptation ou d’apprentissage (EHDAA) et à leurs mutations au regard de leurs fondements. Puis, ils les explorent dans le contexte du Québec, à partir de l’étude de l’évolution de la Politique de l’adaptation scolaire de 1978 à 1999 et des changements intervenus dans l’orientation, l’organisation des services et l’identification des catégories d’élèves concernés par cette politique. Ces changements sont également mis en perspective avec la question de la mise en œuvre de la politique par les acteurs scolaires, considérée comme un espace de redéfinition des problèmes et de légitimation de la politique. Il montre que l’évolution de la Politique de l’adaptation scolaire se situe entre la permanence et le changement dans la conception de scolarisation des élèves HDAA sous-tendus par une difficile mise en œuvre et légitimation de la politique. / These prolegomena inquire on the political and conceptual evolution of school integration as a mere introduction to the analysis of the making of a legitimized policy regarding special education. It first explore the different schooling trends, and their evolutive core, designed for students with handicaps, social maladjustments or learning disabilities; then situate it within three frame of reference unique to Quebec : the study of the evolution between 1978 and 1999 of the policies on special education and their positioning, the management of such services as well as the grouping and labeling of any student concerned by those policies. These variations are later questioned by the application of such policies by the different players, as their application is considered to be the mold for any problem diagnosis as well as a legitimising podium. Ultimately, the highlights of this particular evolution of policies on special education is positioned between changes and durability of the schooling approach for special students, and is underlained by a difficult implementation and legitimization.

Cette thèse a pour but de documenter la réorganisation des services effectuée au programme Enfants et adolescents (PEA) du Centre de réadaptation Estrie, Sherbrooke. Une démarche de recherche-action participative (RAP) est utilisée afin de collaborer au développement, à l’implantation et à l’évaluation d’un nouveau modèle de services visant à accroître l’accessibilité et la qualité des services de réadaptation offerts aux enfants ayant une déficience physique. Spécifiquement, les objectifs sont : 1) de documenter les retombées de la réorganisation des services; 2) de réaliser une analyse critique du processus de changement. Des méthodes quantitatives et qualitatives sont utilisées afin d’atteindre ces objectifs. Tout d’abord, la Mesure des processus de soins (MPOC) documente la perception de la qualité avant (2007), pendant (2008) et après (2009) l’implantation du nouveau modèle de services. Au total, cet outil est employé auprès de 222 familles et 129 intervenants. À quatre reprises, les intervenants et les gestionnaires répondent également à un questionnaire sur leurs perceptions des forces, des faiblesses, des opportunités et des menaces au PEA. En 2008 et en 2009, des focus groups et des entrevues téléphoniques sont réalisées auprès des familles (n=5), des intervenants (n=19) et des gestionnaires (n=13) afin de documenter leurs perceptions sur le processus de changement et sur les retombées de la réorganisation des services. Quant à l’observation participante, elle permet de recueillir de l’information sur le processus de réorganisation des services tout au long de ces trois années. Enfin, les informations recueillies sont analysées à l’aide de différentes approches, dont des tests statistiques et des analyses de contenu utilisant une grille de codification inspirée de la théorie des systèmes d’actions organisées. Les résultats indiquent que davantage d’enfants reçoivent des services en 2009 en comparaison à 2007. De plus, la qualité des services s’est maintenue selon les perceptions évaluées par la MPOC (article 1). L’utilisation d’interventions de groupe contribue fort probablement à augmenter le nombre d’enfants qui reçoivent des services, mais plusieurs défis doivent être adressés afin que cette modalité d’intervention soit réellement efficiente (article 2). Les résultats font ressortir que le processus de réorganisation des services est complexe. L’évaluation des forces, des faiblesses, des opportunités et des menaces d’un programme, de même que l’implication des acteurs dans le processus de développement d’un nouveau modèle de services, favorisent l’amélioration continue de la qualité (article 3). Or, les facilitateurs et les obstacles à l’implantation du nouveau modèle de services évoluent durant la réorganisation des services. Considérant cela, il est important de poser les actions nécessaires afin de soutenir le changement tout au long du processus (article 4). En résumé, cette thèse contribue à l’avancement des connaissances en réadaptation en comblant une lacune dans les écrits scientifiques. En effet, peu de projets visant le développement et l’implantation de nouveaux modèles de services sont évalués et documentés. Pourtant, des modèles tels que celui développé par le PEA semblent prometteurs afin d’améliorer l’accessibilité, et éventuellement, la qualité des services de réadaptation chez l’enfant. / This thesis aims at documenting the reorganization of services that took place within the programme Enfants et adolescents (PEA) of the Centre de réadaptation Estrie, Sherbrooke. Participatory action research (PAR) is used to collaborate in the development, implementation and evaluation of a new model of service delivery aimed at increasing the accessibility and quality of rehabilitation services offered to children with physical disabilities. Specifically, the objectives are to : 1) evaluate outcomes of the service reorganization, and 2) critically analyze the change process. Quantitative and qualitative methodologies are used. First, the Measures of processes of care (MPOC) are utilized to document quality-related perceptions before (2007), during (2008) and after (2009) the implementation of the new service delivery model. In total, these tools are utilized with 222 families and 129 clinicians. On four occasions, clinicians and administrators also responded to a questionnaire on the program’s strengths, weaknesses, opportunities and threats. In 2008 and 2009, focus groups and phone interviews are conducted with families (n=5), clinicians (n=19) and administrators (n=13) to document their perceptions of the change process and the service reorganization outcomes. Participatory observation allowed collecting data during the whole process of service reorganization. Finally, all the data collected are analyzed using different approaches, such as statistical tests and content analysis using an emerging coding grid inspired from the organized action systems theory. Results indicated that the program served more children in 2009 compared to 2007. Moreover, service quality was maintained according to perceptions evaluated with the MPOC (article 1). The utilization of intervention groups probably contributed to the increased number of children receiving services, but many challenges have to be overcome to ensure effective use of this service delivery method (article 2). Results highlight that reorganizing services is a complex process. Evaluating strengths, weaknesses, opportunities and threats of a new program, as well as the involvement of stakeholders to develop a new model of service delivery, contribute to quality improvement efforts (article 3). However, the facilitators and barriers to the implementation of a new model of service delivery evolved during the reorganization process, and it is essential to take the required actions to sustain changes through the transformation process (article 4). In summary, this thesis contributes to increasing the knowledge in rehabilitation by providing information in an area of the literature where little has been published. Indeed, few projects aiming at developing and implementing new models of service delivery are evaluated and documented. Models, such as the one developed by the PEA, seem interesting to increase accessibility, and eventually, the quality of rehabilitation services for children.

Cette thèse a pour but de documenter la réorganisation des services effectuée au programme Enfants et adolescents (PEA) du Centre de réadaptation Estrie, Sherbrooke. Une démarche de recherche-action participative (RAP) est utilisée afin de collaborer au développement, à l’implantation et à l’évaluation d’un nouveau modèle de services visant à accroître l’accessibilité et la qualité des services de réadaptation offerts aux enfants ayant une déficience physique. Spécifiquement, les objectifs sont : 1) de documenter les retombées de la réorganisation des services; 2) de réaliser une analyse critique du processus de changement. Des méthodes quantitatives et qualitatives sont utilisées afin d’atteindre ces objectifs. Tout d’abord, la Mesure des processus de soins (MPOC) documente la perception de la qualité avant (2007), pendant (2008) et après (2009) l’implantation du nouveau modèle de services. Au total, cet outil est employé auprès de 222 familles et 129 intervenants. À quatre reprises, les intervenants et les gestionnaires répondent également à un questionnaire sur leurs perceptions des forces, des faiblesses, des opportunités et des menaces au PEA. En 2008 et en 2009, des focus groups et des entrevues téléphoniques sont réalisées auprès des familles (n=5), des intervenants (n=19) et des gestionnaires (n=13) afin de documenter leurs perceptions sur le processus de changement et sur les retombées de la réorganisation des services. Quant à l’observation participante, elle permet de recueillir de l’information sur le processus de réorganisation des services tout au long de ces trois années. Enfin, les informations recueillies sont analysées à l’aide de différentes approches, dont des tests statistiques et des analyses de contenu utilisant une grille de codification inspirée de la théorie des systèmes d’actions organisées. Les résultats indiquent que davantage d’enfants reçoivent des services en 2009 en comparaison à 2007. De plus, la qualité des services s’est maintenue selon les perceptions évaluées par la MPOC (article 1). L’utilisation d’interventions de groupe contribue fort probablement à augmenter le nombre d’enfants qui reçoivent des services, mais plusieurs défis doivent être adressés afin que cette modalité d’intervention soit réellement efficiente (article 2). Les résultats font ressortir que le processus de réorganisation des services est complexe. L’évaluation des forces, des faiblesses, des opportunités et des menaces d’un programme, de même que l’implication des acteurs dans le processus de développement d’un nouveau modèle de services, favorisent l’amélioration continue de la qualité (article 3). Or, les facilitateurs et les obstacles à l’implantation du nouveau modèle de services évoluent durant la réorganisation des services. Considérant cela, il est important de poser les actions nécessaires afin de soutenir le changement tout au long du processus (article 4). En résumé, cette thèse contribue à l’avancement des connaissances en réadaptation en comblant une lacune dans les écrits scientifiques. En effet, peu de projets visant le développement et l’implantation de nouveaux modèles de services sont évalués et documentés. Pourtant, des modèles tels que celui développé par le PEA semblent prometteurs afin d’améliorer l’accessibilité, et éventuellement, la qualité des services de réadaptation chez l’enfant. / This thesis aims at documenting the reorganization of services that took place within the programme Enfants et adolescents (PEA) of the Centre de réadaptation Estrie, Sherbrooke. Participatory action research (PAR) is used to collaborate in the development, implementation and evaluation of a new model of service delivery aimed at increasing the accessibility and quality of rehabilitation services offered to children with physical disabilities. Specifically, the objectives are to : 1) evaluate outcomes of the service reorganization, and 2) critically analyze the change process. Quantitative and qualitative methodologies are used. First, the Measures of processes of care (MPOC) are utilized to document quality-related perceptions before (2007), during (2008) and after (2009) the implementation of the new service delivery model. In total, these tools are utilized with 222 families and 129 clinicians. On four occasions, clinicians and administrators also responded to a questionnaire on the program’s strengths, weaknesses, opportunities and threats. In 2008 and 2009, focus groups and phone interviews are conducted with families (n=5), clinicians (n=19) and administrators (n=13) to document their perceptions of the change process and the service reorganization outcomes. Participatory observation allowed collecting data during the whole process of service reorganization. Finally, all the data collected are analyzed using different approaches, such as statistical tests and content analysis using an emerging coding grid inspired from the organized action systems theory. Results indicated that the program served more children in 2009 compared to 2007. Moreover, service quality was maintained according to perceptions evaluated with the MPOC (article 1). The utilization of intervention groups probably contributed to the increased number of children receiving services, but many challenges have to be overcome to ensure effective use of this service delivery method (article 2). Results highlight that reorganizing services is a complex process. Evaluating strengths, weaknesses, opportunities and threats of a new program, as well as the involvement of stakeholders to develop a new model of service delivery, contribute to quality improvement efforts (article 3). However, the facilitators and barriers to the implementation of a new model of service delivery evolved during the reorganization process, and it is essential to take the required actions to sustain changes through the transformation process (article 4). In summary, this thesis contributes to increasing the knowledge in rehabilitation by providing information in an area of the literature where little has been published. Indeed, few projects aiming at developing and implementing new models of service delivery are evaluated and documented. Models, such as the one developed by the PEA, seem interesting to increase accessibility, and eventually, the quality of rehabilitation services for children.

The study examines family law secretaries’ descriptions of working with parents and children in matters of custody, residence and contact. In addition, the study intends to shed light on the activities that family law secretaries work with, as well as examine the family law secretaries’ descriptions of the interpersonal meeting between a client and a person in authority. The study is based on semi-structured interviews with seven family law secretaries in southern Sweden. The collected data has been analyzed using a thematic analysis. The study’s theoretical premises are based on Yeheskel Hasenfeld’s human service organizations, Michael Lipsky’s street-level bureaucrats, power according to Michel Foucault and the concept of empowerment. By investigating the family law secretaries’ descriptions of the purpose of the activities informational dialogue, collaborative talks and contract, it emerges that the family law’s ambition is to, as far as possible, prevent parental conflicts from leading to disputes in court. Throughout, family law secretaries highlight the importance of a children's law perspective where the best interests of the child should be taken into account based on the individual and his or her situation. Furthermore, there is a common perception among all family law secretaries regarding the dilemma they face as representatives of an organization and fellow human beings. They describe how they have both a little and a large amount of power at the same time, something that has an impact on the room for action of the family law secretaries. In the study’s discussion reasoning is carried out using previous research and the study’s theoretical premises. Among other things it is discussed how the family law secretaries need to take into account factors at both individual, group and societal level, when it comes to working with families. / Studien undersöker familjerättssekreterares beskrivningar av att arbeta med föräldrar och barn i frågor kring vårdnad, boende och umgänge. Dessutom avser studien att belysa de aktiviteter som familjerätten arbetar med samt undersöka familjerättssekreterarnas beskrivningar av det mellanmänskliga mötet mellan klient och myndighetsperson. Studien bygger på semistrukturerade intervjuer med sju familjerättssekreterare i södra Sverige. De insamlade data har analyserats med hjälp av en tematisk analys. Studiens teoretiska utgångspunkter bygger på Yeheskel Hasenfelds människobehandlande organisationer, Michael Lipskys gräsrotsbyråkrater, makt enligt Michel Foucault samt begreppet empowerment. Genom att undersöka familjerättssekreterarnas beskrivningar av syftet med aktiviteterna informationssamtal, samarbetssamtal och avtal framkommer att familjerättens ambition är att så långt det är möjligt förhindra att föräldrars konflikter leder till tvister i domstol. Genomgående belyser familjerättssekreterarna vikten av ett barnrättsperspektiv där barnets bästa bör beaktas utifrån den enskilde individen och dennes situation. Vidare förekommer en gemensam uppfattning bland samtliga familjerättssekreterare kring det dilemma de står i som organisationsrepresentant samt medmänniska. De beskriver hur de har lite och mycket makt på samma gång, något som får en inverkan på familjerättssekreterarnas handlingsutrymme. I studiens diskussion förs ett resonemang med hjälp av tidigare forskning och studiens teoretiska utgångspunkter. Det diskuteras bland annat hur familjerättssekreterarna behöver ta hänsyn till faktorer på både individ-, grupp- och samhällsnivå när det kommer till arbetet med familjerna.