Leadership in Street-Level Bureaucracy: An Exploratory Study of Supervisor-Worker Interactions in Emergency Medical Services

Henderson, Alexander C.; Pandey, Sanjay K.

doi:10.1080/12294659.2013.10805237

Cited by 31 publications

(36 citation statements)

References 24 publications

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“…As frontline workers, these military liaisons are tasked with implementing civil-military crisis management policies. Similar to other frontline workers, they are faced with task pressures, lack of resources, and involuntary clients (see Henderson & Pandey, 2013;Lipsky, 1980). Due to their professionalism, considerable discretion, and the interorganizational work context, they display characteristics of policy entrepreneurs (Arnold, 2015;Durose, 2007Durose, , 2011Kørnøv et al, 2015) and are involved in the negotiation of policy outcomes (see Allison, 1971;Johansson, 2012).…”

Section: Case Descriptionmentioning

confidence: 99%

On Frontline Workers as Bureau-Political Actors: The Case of Civil–Military Crisis Management

Kalkman

Groenewegen²

2018

Administration & Society

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We focus attention on the public policy-making influence of frontline bureaucrats. They are increasingly operating in interorganizational partnerships and networks in which they develop collaborative relations with frontline workers of other public organizations. We theorize that their embeddedness in local interorganizational environments induces and enables them to defy locally inappropriate policies and to pursue locally relevant policies as policy entrepreneurs simultaneously. The case study of policy-making in Dutch civil–military crisis management demonstrates that this “frontline bureaucratic politics” bears considerably on policy outcomes. We conclude that viewing frontline workers as bureau-political actors enhances our understanding of public policy-making in interorganizational arrangements.

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Section: Case Descriptionmentioning

confidence: 99%

On Frontline Workers as Bureau-Political Actors: The Case of Civil–Military Crisis Management

Kalkman

Groenewegen²

2018

Administration & Society

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“…The third stream of research is concerned with the way front‐line managers deal with front‐line workers discretion, rule compliancy and rule deviation. Henderson and Pandey () for instance investigated narratives of interactions of street‐level personnel and formal authority figures during service provision in emergency medical services. The authors found that occasions for compliance and disregard for managerial directives are manifest.…”

Section: Literature Overviewmentioning

confidence: 99%

“…In addition, they report that compliant behaviour was evident when patient clinical needs were relatively clear and the effects of the directives were in accordance with the paramedic's notions of appropriate action. Deviation from orders was apparent when patient's positive outcomes were dependent on ignoring orders (Henderson et al., ).…”

Section: Literature Overviewmentioning

confidence: 99%

“…Despite its presumed significance, our scientific knowledge of ICC is still rather limited (Boersma, Comfort, Groenendaal, & Wolbers, 2014;Hannah, Uhl-Bien, Avolio, & Cavarretta, 2009;Helsloot, 2008;Henderson & Pandey, 2013;Njå & Rake, 2008). Empirically, less is known about the ICC function in practice and the extent to which incident commanders influence the effectiveness and safety of work at the front line.…”

Section: Introductionmentioning

confidence: 99%

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A Preliminary Examination of Command and Control by Incident Commanders of Dutch Fire Services during Real Incidents

Groenendaal

Helsloot

2015

Contingencies & Crisis Mgmt

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In this paper, we attempt to get a better understanding of command and control practices of incident commanders from Dutch fire services (battalion chiefs, BCs) by examining the recordings made by helmet‐mounted cameras during 55 real incidents. The aim is to examine the degree to which the BCs issued orders to front‐line workers and the degree to which these orders were carried out appropriately. The results indicate that incident commanders were able to influence the work at the front line, but were generally not in control of what happened at the front line.

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“…The street-level bureaucrats literature (see Lipsky, 1980Lipsky, , 2010 and the parallel study of policy implementation (see Van Meter and Van Horn, 1972) demonstrates 'the inevitable gap between law-in-the-books and law-in-action' (Hunter, Bretherton, Halliday & Johnson, 2016, p. 81). Reasons for inconsistent or failure to activate legal levers include a lack of knowledge and procedures around legal provisions (see Baldwin & Black, 2007;Gofen, 2010;Weber, 2013), clarity of policy guidance and alignment with personal and professional values (see Bergen & Wile, 2004;Henderson & Pandey, 2013;Maynard-Moody & Musheno, 2003;Summers & Semrud-Clikeman, 2000;Tummers, 2011).…”

Section: Why a Tpp Truancy Intervention?mentioning

confidence: 99%

Encouraging school re-engagement: exploring the operation of the legal mechanisms of a Third Party Policing school engagement intervention

Acutt¹

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Truancy is a major social issue linked to several risk factors at the individual, family, school and community/economic levels of analysis (Baker, Sigmon & Nugent, 2001). Truancy requires holistic and targeted interventions that recognise its complexity, along with the need for a sustainable program to minimise its long and short-term impacts on young people, their families, police and society in general (Nitschke, Mazerolle & Bennett, 2013). A recent example of such an approach is the Ability School Engagement Program (ASEP): an experimental test of Third Party Policing (TPP), based in Queensland, Australia, where police and school partners collaborate to reduce truancy and associated crime problems (Mazerolle, 2014). The ASEP uses a Family Group Conference (FGC) forum to guide a procedurally just dialogue between police and schools, and parents and truants, to explore the underlying reasons for truancy, convey the effects and legal consequences of truancy, and to build the legitimacy of police and school authorities, with the explicit purpose of increasing the truants' capacity and willingness to re-engage with school. Research on the ASEP to date reports promising outcomes relating to significantly reduced absenteeism, official offending and self-reported delinquency among the ASEP conference participants (Mazerolle, vii Acknowledgements In submitting this dissertation, I would first and foremost like to acknowledge my principal supervisor, Professor Lorraine Mazerolle, and my associate supervisors, Dr Sarah Bennett and Dr Emma Antrobus. Throughout my candidature, Lorraine, Sarah and Emma gave me sage advice and assistance in developing this dissertation, contributed countless resources and offered a constant stream of encouragementeven at the eleventh hour. I am very fortunate to have their support and mentoring. I would especially like to thank Lorraine for the privilege of being involved in research as part of the Ability School Engagement Program. I would also like to thank other team members of the ASEP research team, particularly those who were involved in transcribing the audio recordings of the Family Group Conferences. My research would also not have been possible without the approval granted me from the Research Services Branch of Queensland's Department of Education and Training to access administrative data pertaining to truancy prosecutions for Study 1 of this dissertation. I particularly would sincerely like to thank Ms Stephanie Curtis, Principal Advisor, Regional Services for her time and expertise in carefully collating the requested documents. In particular, I appreciate the attention Stephanie gave towards ensuring that the files were reader friendly for my screen-reading software. I thank the Institute for Social Science Research (ISSR) for supporting me during my candidature and providing me with all the resources that I needed. In particular, I thank Dr Lisa Pope, ISSR's Postgraduate Administration and Unit Publication Officer, and Dr Cameron Parsell, (Postgraduate Coordinator) who have p...

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Leadership in Street-Level Bureaucracy: An Exploratory Study of Supervisor-Worker Interactions in Emergency Medical Services

Cited by 31 publications

References 24 publications

On Frontline Workers as Bureau-Political Actors: The Case of Civil–Military Crisis Management

On Frontline Workers as Bureau-Political Actors: The Case of Civil–Military Crisis Management

A Preliminary Examination of Command and Control by Incident Commanders of Dutch Fire Services during Real Incidents

Encouraging school re-engagement: exploring the operation of the legal mechanisms of a Third Party Policing school engagement intervention

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