Samenvatting

Victims who suffer severe damages due to the act of a violent crime can request state compensation from the Dutch Violent Offences Compensation Fund (VOCF). VOCF workers who decide on these requests use their discretionary powers to translate the VOCF’s rules and policy into concrete actions. This study investigated (1) to what extent these VOCF workers match Lipsky’s definition of street-level bureaucrats and (2) what routines and heuristics they use to deal with time and information constraints. On the basis of document analysis and interviews, we found that the decision makers of the VOCF can to a certain extent be seen as street-level bureaucrats. To make decisions timely, some of them use routines such as the ‘downstream orientation’. This means that they award requests for compensation if they think that the applicant would be able to successfully contest a rejecting decision. To deal with a lack of information, they sometimes include a review clause in the text of a rejection decision. The use of heuristics was not found among the lawyers who decide in first instance, but in case of appeal hearings heuristics such as the affect and representativeness heuristic seem to play a role in the decision-making process. Future research should investigate whether these routines and heuristics lead to disparities in outcomes.