Newly Arrived Migrants’ Experiences of Encounters with Frontline Bureaucrats

Frontline bureaucrats play a crucial role in the integration of newly arrived migrants through decisions and forms of treatment that shape both their future opportunities and their trust in public authorities. For newly arrived individuals, encounters with caseworkers often constitute their first contact with the Swedish state, and experiences of these interactions influence how they understand, navigate, and build trust in their new society.

This policy brief analyses how newly arrived migrants experience encounters with frontline bureaucrats across key areas of the Swedish welfare state, such as the Public Employment Service, social services, Swedish language instruction (SFI), and healthcare. Drawing on extensive qualitative interviews, the study highlights how treatment, discretion, and communication in these encounters affect newly arrived migrants’ trust in public authorities and their opportunities for establishment in Swedish society. The findings show that individually tailored support and respectful encounters are essential for an effective and legally secure integration policy.

Overall conclusions and recommendations

Encounters between newly arrived migrants and frontline bureaucrats are critical both for successful establishment in Sweden and for trust in the welfare state. These interactions are not limited to administrative decisions and service provision, but also involve treatment, relationships, and mutual understanding. When newly arrived migrants feel listened to, respected, and recognised, trust in public authorities is strengthened—even when decisions do not always align with their expectations. Conversely, a lack of continuity, unclear communication, and limited accessibility risk undermining trust and generating frustration.

• Strengthen continuity and personal contact: Newly arrived migrants should, as far as possible, have ongoing contact with the same caseworker over time in order to build security, trust, and more effective case management.
• Create organisational conditions for engagement: Public authorities need to provide frontline bureaucrats with sufficient time and discretion to work in a relational and individually tailored manner.
• Develop situational understanding: Caseworkers should have strong knowledge of migrants’ migration processes, living conditions, and limited familiarity with the Swedish system.
• Clarify expectations and roles at an early stage: Early discussions about mutual expectations, responsibilities, and work processes reduce the risk of misunderstandings and disappointment.
• Ensure continuous follow-up and feedback: Regular follow-up is essential to ensure that information and decisions are understood and accepted.
• Combine digital and face-to-face encounters: Digital services should be complemented by in-person meetings to prevent exclusion and to strengthen understanding and trust.

About the author

Andrea Spehar is an Associate Professor of Political Science at the Department of Political Science, University of Gothenburg.