Mk. Meyers et al., ON THE FRONT LINES OF WELFARE DELIVERY - ARE WORKERS IMPLEMENTING POLICY REFORMS, Journal of policy analysis and management, 17(1), 1998, pp. 1-22
The impact of policy changes on the local delivery of services has bee
n overlooked in several decades of largely unsuccessful efforts to ''r
eform'' welfare. This article uses one case of state-level welfare ref
orm in the early 1990s to examine the implementation of policy changes
in local welfare offices. Direct observation of transactions between
welfare workers and clients suggest that policy reforms were not fully
implemented by street-level bureaucrats. The instrumental transaction
s that continued to dominate interactions with clients were consistent
with processing claims and rationing scarce resources, but they were
poorly aligned with new policies aimed at changing the services and me
ssage delivered to welfare clients. The failure to fully implement ref
orms on the frontlines has implications for the achievement of policy
objectives and for equity in service provision. Implementation issues
will have even greater urgency as welfare is devolved from federal to
state governments.