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Paper short abstract:

This paper explores interpretive and emotional work of street level bureaucrats working to support integration of low-literate adult refugees. It focuses particulraly on interpretations of ‘integration’ in their work, and their ‘double’ role as providers and gatekeepers of different forms of support

Paper long abstract:

This paper explores interpretive processes and emotional labor of street level bureaucrats (SLB) working to support integration of low-literate adult refugees. It focuses particularly on how various and shifting interpretations of ‘integration’ play a role in their work, and how this in turn informs their ‘double’ role as both providers and gatekeepers of different forms of support. The paper is based on in-depth interviews with SLB in multiple public services in Trondheim, Norway, including Refugee Reception services, National Welfare services, Adult Education centers, and Refugee Health services. These services are in various ways charged with the task of implementing national integration policy goals, in which employment and economic self sufficiency is described as most important, reflecting the notion of employment as a moral obligation for ‘good citizenship’ inherent in the overarching workfare policies. When it comes to low-literate adult refugees, however, the goal of employment is understood as unrealistic and counter-productive by many SLB working with this group. They report that they to a little degree ‘succeed’ and that the efforts they put into achieving this goal are inadequate and ‘meaningless’, and also negatively impact relations of trust and enforce their role as gatekeepers, rather than providers, of support. The paper provides an ethnographic account and a discussion of how SLB deal with this dilemma, particularly focusing on how (re-)interpretations of ‘integration’ play a role. The account also sheds light on the emotional labor involved, seen against the desire to ‘do good’ which many of the SLB subscribe to.