Discipline, caregiving, and identity work of frontline professionals: Talking about the acts of compliance and resistance in the everyday practices of social workers

This article investigates how the identities of frontline professionals are (re)constructed in their talk about their everyday work activities. Based on a study of a mental health and addiction counselling service organization in Ontario, we illustrate that when talking about acting in accordance with their organizational policies, the social workers’ identities are disciplined by and appropriated from addressing the practices of documentation and regular meetings with their supervisors that constitute the routine processes of organizing. However, when discussing instances where they override the organizationally sanctioned rules, their identities are disciplined by the aspiration of fabricating a client-centred caregiver identity adopted from the dominant discourse in their profession. We, therefore, counterbalance the understanding that professionals’ identity work related to their deliberate micro-emancipation acts are merely an expression of agency and argue that their preferred resistant identities pertaining to their self-declared apparent deviation from the organizational order are also made within frameworks of disciplinary power. By delineating that both discursive conformity and resistance cut across the boundaries between acting in alignment with and against organizational guidelines, we unveil an underexplored complexity of conducting professional identity work associated with the interrelationships between practices of talk and action that has largely been overlooked in prior scholarship. We, therefore, offer an action-related analysis of discursive identity work that extends beyond the context of this study and informs future research.