2019 Volume 19 Pages 78-89
This study examines the methods of organizational management of street-level bureaucracy, focusing on the expertise of administrative managers and front-line workers. Although a large number of studies have been conducted of the extent of discretion exercised by street-level bureaucrats, little is known about how managers control this discretion. This paper is intended as an investigation of the management methods used by such managers. The results of qualitative research into Japanese child guidance centers, it is clear that a cooperative relationship, based on social casework expertise, has been built between managers and front-line workers. Moreover, in addition to the bureaucratic management method observed in public assistance organizations, it was found that professional management methods using case conference and supervision are employed in child guidance organizations. Case conference and supervision are characterized by methods for controlling the discretion exercised by street-level bureaucrats, regardless of the bureaucratic relationship between managers and workers. In addition, case conference and supervision are linked to the human resource development of front-line workers. Appointing experienced personnel from among street-level bureaucracy to a management organization within the head office corrects the information asymmetry between head office and branch office, more readily preventing conflicts between them. In conclusion, such professional management methods should be observed in the wider fields of human service such as welfare, health care, and medical care.
