The largely untold story of welfare reform and the human services.

Welfare reform has placed the lives of clients, the jobs of social workers, and the mission of agencies in jeopardy. Based on interviews with senior staff at 107 nonprofit human services agencies, this article documents the largely untold story of how nonprofit agencies' workers responded to the impact of welfare reform on their clients, their jobs, and the delivery of services. Workers reported less time for social services because of welfare-related regulations, penalties, work mandates, crises, and paper work. They also reported more service dilemmas including less control of the job, more ethical conflicts, less efficacy, and increased burn-out. Even so, workers felt that they were making a difference, and agencies indicated increased advocacy. Relying heavily on the voice of social workers, the article illuminates the experiences and feelings of agency staff as they try to do their best for clients in difficult times.