Irritationen im Zwangskontext - Interaktionen im SGB II

The so-called German Hartz reforms in active labour market policies implemented paradigmatic changes in the "activating welfare state". Due to an approach with enabling and demanding elements (“Fördern und Fordern”), personal advice on labour market integration is given precedence over unemployment benefits. The author deals with the paradox of how this change influences the interactions between front line staff and jobseekers at the jobcentres. Based on an analysis of selected personal adviser interviews between front line staff and jobseekers, the patterns of interaction and strategies of those involved are reconstructed and the statutory rules are illustrated. Underneath these statutory rules, however, the interactions follow informal rules that open different logics and paths. The analysis shows that the options for street-level workers are limited in their daily work routine due to the standardised tools and the limited resources. Concerning this ambiguous situation caseworkers are not able to give out a clear assisting strategy, whereas the demands given to the jobseeker are more bindingly formulated. Due to the limited discretion of the front line staff, the jobseekers have only defensive opportunities within the interview process. Therefore, jobseekers employ strategies of avoidance and concession in these situations.