Abstract

This article introduces the concept of discretion and coping strategies of street-level bureaucrats (SLBs) in the context of the Italian Citizen Income (Reddito di Cittadinanza) scheme. It critically assesses the application of discretion by frontline workers at Employment Centres, investigating how their decisions influence program delivery and policy outcomes. Through an in-depth case study in the Veneto region, the analysis highlights varied approaches to conditionality, reflecting a mix of compliance and coping strategies employed by workers facing bureaucratic pressures and beneficiary interactions. Methodologically, we combine quantitative data from regional beneficiary records with qualitative insights from interviews with Employment Centre staff. Findings suggest significant regional variations in the application of conditionalities, influenced by both individual discretion and institutional directives