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As the recession worsens, more and more Americans must turn to welfare to make ends meet. Once inside the agency, the newly jobless will face a bureaucracy that has undergone massive change since the advent of welfare reform in 1996. A behind-the-scenes look at bureaucracy's human face, The New Welfare Bureaucrats is a compelling study of welfare officers and how they navigate the increasingly tangled political and emotional terrain of their jobs.

Celeste Watkins-Hayes here reveals how welfare reform engendered a shift in focus for caseworkers from simply providing monetary...