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"Through participant observation, interviews, and archival research, Watkins-Hayes insightfully illustrates the complex ways in which social locations influence the professional identities of welfare caseworkers and how these identities, situated in an organizational, institutional, social, political, and economic context, shape caseworker discretion in service delivery to welfare clients. . . . Overall, the book is well written and engaging. Valuable reading for graduate students, academics, and policy makers interested in creating organizational change."