Tillit som relation
Frontlinjebyråkraters erfarenheter av att bygga tillit hos personer med flyktingbakgrund i Finland och Sverige
DOI:
https://doi.org/10.64098/SVT.2026.33.55011Nyckelord:
tillit, frontlinjebyr¨åkrati, personer med flyktingbakgrund, integrationAbstract
This article highlights how frontline bureaucrats strive to build trust-based relationships in institutional encounters with individuals with forced migration backgrounds in Finland and Sweden. Trust is considered one of the cornerstones of a functioning relationship between frontline bureaucrats and clients, yet to date, we know little about how these bureaucrats perceive the trust relationship, what it entails, and how they work to strengthen it. The aim of this article is to examine how frontline bureaucrats attempt to create a trustful relationship. Drawing on interviews with frontline bureaucrats working in social and employment services, the analyses reveal six different dimensions of the trust relationship and its construction: a communicative relationship, a participatory and inclusive relationship, an equal relationship, an open and honest relationship, an informal relationship, and a safe relationship. The article also includes practical implications for frontline bureaucrats within welfare services.
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