Ensuring Equal Opportunities and Non-Discrimination in the Provision of Social Services in Lithuania: Between Professional Empathy and Municipal Policy Standards

Despite Lithuania’s legal and policy efforts to pro­mote equality, marginalized social groups continue to face obstacles in accessing public services. This study investigates how frontline social service pro­viders in Klaipėda municipality navigate the tension between empathy for clients and adherence to policy requirements. Using street-level bureaucracy theory, the research analyzes how professional discretion influences the implementation of equality measures. Qualitative data from 12 interviews and one focus group with social workers, youth workers, and case managers reveal that discrimination, both direct and indirect, often stems from institutional constraints, limited resources, and procedural complexity. Al­though municipal policies formally support equality, practitioners perceive them as overly bureaucratic and disconnected from real-world practice. Notably, challenges remain in addressing issues related to sexual orientation. The study emphasizes the im­portance of institutional culture and ethical practice in promoting non-discrimination and concludes by recommending a deeper integration of equality prin­ciples into everyday work through enhanced profes­sional autonomy and organizational commitment.