‘Street-Level Justifications’: Service Providers Mediating Refugee Reception in the Urban Context of Istanbul

Abstract

Abstract This article discusses the mediating role of service providers between citizens and refugee reception policies. Based on an analysis of interviews with local government officials and NGO workers and observations in two districts of Istanbul, I examine the ‘street-level justifications’ that service providers use to counter anti-refugee resentments expressed by the citizens. The article suggests that as street-level bureaucrats endeavour to justify their work with refugees through three types discursive strategies; cultural similarity, call for empathy, and pragmatic explanations. Such strategies by constantly re-defining us and them, bear implications for social cohesion. The article offers a meso-level analysis of refugee reception policies in the Turkish context and highlights the limits of initial hospitality. The findings have wider implications for other contexts where the settlement of displaced or migrant populations is rather nascent, policies are top-down and where bureaucratic structures mediate among displaced populations, citizens, and the resources available to them.