Managing from the Middle: Frontline Supervisors and Perceptions of Their Organizational Power

Abstract

Frontline supervisors serve in a critical role, maintaining relationships between upper management and frontline workers; however, we still know relatively little about how subordinates view their power in relation to their supervisors and how frontline supervisors understand and exercise their own power. Focusing on street‐level workers and frontline supervisors across a statewide community corrections agency, we explore perceptions, experiences, and assertions of power in the workplace. Using focus groups with thirty‐two street‐level probation and parole officers and focus groups and field observations of seventy‐five frontline supervisors, we find that officers and frontline supervisors have widely differing views on the power of the frontline supervisory position, some of which are influenced by gender. While street‐level workers align frontline supervisors with policy creators, frontline supervisors view themselves as disempowered go‐betweens. Frontline supervisors compensate for their perceived lack of power in policymaking and implementation by using micropower strategies to assert their power. This study extends street‐level bureaucrat theory to the role of frontline supervisors, who in practice are distant from the upper management roles with which they are typically categorized.