Policy Implementation by the New Street Level Bureaucrats in Non-profit Organizations: Overcoming the Dilemma

Policy implementation at the bottom by the frontline workers is a variation from the rational top-down implementation process. this paper discusses services transferred from the public to the non-profit agency delivered by the new street level bureaucrats which are different from what the bottom-up scholars have predicted. the actual agency goals are improvised when dealing with emergency cases or case by case basis. two agencies were selected such as tri-city action program (tri-cap) and cambridge economic opportunity committee, inc. (ceoc) in massachusetts, united states of america. both agencies receive government block grant and deliver many similar services. the research method was qualitative, empirical and exploratory. intensive interviews were conducted to thirty eight employees with various job positions in these agencies. themes and categories were established to highlight their perceptions. the results showed that the frontline workers in these agencies provide different work solutions in overcoming the dilemma of rigid work environments