Discretion and Dilemma of Street-Level Bureaucrats in Public Services: Home Cara Dottorotta

Abstract

This article aims to describe the discretion and dilemma faced by street-level bureaucrats (SLBs) in the implementation of dottorotta home care programs in Makassar City, Indonesia. This study used a qualitative descriptive approach with data collection techniques in-depth interviews, observation, and analysis of documents relevant to the research. The results showed that in implementing the dottorotta home care program, SLBs were often faced with scarcity of resources, both human and financial, and limited service time. To deal with the scarcity of these resources, SLBs use their discretionary authority, but in reality they are often faced with ethical dilemmas and psychological dilemmas. In this situation, SLBs use their experience and expertise so that the decisions taken do not harm the organization and the community it serves.