Is stress among street level bureaucrats associated with experiences of administrative burden among clients? A multilevel study of the Danish unemployment sector

TY - JOUR

T1 - Is stress among street level bureaucrats associated with experiences of administrative burden among clients?

T2 - A multilevel study of the Danish unemployment sector

AU - Mikkelsen, Kim Sass

AU - Krogh Madsen, Jonas

AU - Bækgaard, Martin

PY - 2024/3

Y1 - 2024/3

N2 - Research on street-level bureaucracy argues that factors such as stress and burnout affect the behaviors of street-level bureaucrats towards clients. At the same time, the literature on administrative burdens argues that citizens face a series of costs when they experience policy implementation as onerous. We draw on both literatures to theorize ways in which street-level bureaucrats’ behavioral responses to stress states may influence client experiences of administrative burden. Using a multilevel dataset of unemployment counsellors and unemployment benefit recipients from 53 departments of a Danish unemployment insurance fund, we find that stress states among counsellors are positively associated with benefit recipients’ experiences of both learning costs, compliance costs, and experiences of autonomy loss. We conclude by discussing limitations and practical implications. In particular, we call for research into how street-level bureaucrat characteristics influence client experiences of administrative burden.

AB - Research on street-level bureaucracy argues that factors such as stress and burnout affect the behaviors of street-level bureaucrats towards clients. At the same time, the literature on administrative burdens argues that citizens face a series of costs when they experience policy implementation as onerous. We draw on both literatures to theorize ways in which street-level bureaucrats’ behavioral responses to stress states may influence client experiences of administrative burden. Using a multilevel dataset of unemployment counsellors and unemployment benefit recipients from 53 departments of a Danish unemployment insurance fund, we find that stress states among counsellors are positively associated with benefit recipients’ experiences of both learning costs, compliance costs, and experiences of autonomy loss. We conclude by discussing limitations and practical implications. In particular, we call for research into how street-level bureaucrat characteristics influence client experiences of administrative burden.

UR - http://www.scopus.com/inward/record.url?scp=85161925662&partnerID=8YFLogxK

U2 - 10.1111/puar.13673

DO - 10.1111/puar.13673

M3 - Journal article

SN - 0033-3352

VL - 84

SP - 248

EP - 260

JO - Public Administration Review

JF - Public Administration Review

IS - 2

ER -