Through in-depth analysis of decision-making on access to social assistance, this book reveals the dynamics of discretionary power in welfare institutions and evidences the effect that this power has on a fundamental aspect of society – the operation of the welfare state. The work builds upon theories of street-level bureaucracy, particularly its explanations of the complexity of the public service and policy environment. The text explores the dilemmas street-level bureaucrats face in their daily work, their responses to organisational pressures and the ambiguity of policy.

The author argues that understanding the legislative and organisational conditions underpinning discretionary decision-making is crucial to ensuring effective and democratic functioning of welfare institutions.