Tasked with a fractured institutional mandate of ensuring public safety while facilitating the rehabilitation of their criminalized clients, community supervision workers exercise a considerable amount of discretion in ways to achieve these goals; however, little is known about these workers' strategies for doing so, which are informed by experiential knowledge and social identitieswhat the author calls the "personal touch." The findings of the interviews conducted for this article show how probation and parole officers use a "personal touch" to connect with clients in meaningful ways, as well as how these approaches are built on normative assumptions about gender. (publisher abstract modified)
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