Elements of state and local management systems and policies (such as program/policy features) are studied in relation to their effects on front-line management, culture and practices.

Elements of front-line management include local adaptation of state policies; specialization of job roles; human resources practices; discretion, decentralization, and formalization; fair and equitable treatment; management practices; MIS (client services, status, and outcomes; and interagency information sharing).

Elements of front-line practices include observable characteristics of service delivery, day-to-day activities of front-line workers, informal rules for prioritizing clients, information provided to clients, intake and assessment procedures, service mix, and customer orientation of the office.

Elements of front-line cultures include beliefs and attitudes about the program missions and goals, program effectiveness, worker roles, client obligations and opportunities, and hard-to-serve clients.