Analyzing the components of conflict in the behavioral discretion of street level bureaucrats with organizational policies(Study case: pre-hospital emergency and accident management center of Gilan province)

Street-level bureaucrats are considered the main makers of policies in such a way that they canimprove and upgrade the quality of services or generate social dissatisfaction. In this research, an attempt hasbeen made to investigate and identify the components of conflict between the behavior of street-level bureaucratsand the organizational policies of pre-hospital emergency. The current research is applied in terms of purpose,which was implemented with a qualitative approach and thematic analysis method. In order to collect data,while using the method of library studies, semi-structured interviews were conducted with 19 experts andpractitioners of the health system, and the research data were analyzed using the "Brown and Clark" model. Theresearch results were calculated in five dimensions, including "influence of individual characteristics","organizational factors", "mission conditions", "environmental settings" and "characteristics of therapeuticpurposes". Due to the importance of the skill and knowledge of pre-hospital emergency experts in saving humanlives, the result of the conflict between the executives' discretion and the organizational policies is like a doubleedged sword and can make the implementation of the policy more effective. or their inefficiency. Supportingfreedom of action in emergency situations leads to easier decision-making by executives in terms of protectionsand legal consequences.