The "contract"defines not only the terms of an exchange, but also a formalized space within which the relationship between several subjects exists. This relationship has a procedural dimension, develops over time and feeds back on the subjects involved, also at the organizational level: on decision-making processes, on information flows but also on the pre-ordinability and on the discretion of the employees. These dynamics emerge with evidence when the object of the contract is a public service. The proposal focuses on the micro-organizational analysis of "Punto d'Accordo", a center for the conflict mediation in Modena, managed by the Mediando Cooperativa. Starting from the tender documents, which defines the regulatory framework of the exchange, we proceed to the analysis of the organization of work with respect to different dimensions: discretion and pre-ordinability of actions, decision-making autonomy, coordination. The organizational choices and the devices put in place by each of the two contractors are reviewed, starting from the vision of individual workers, based on the role held in the organization and highlighting the main critical points in the provision of the service. The analized case study is an example of how it is necessary to reconfigure roles and processes in high social and public impact performances, throught the role of the workers - both in the Public Administration and in the Cooperative - and throught the shared experience within a "hybrid organization".
Keywords: Contract, Third Sector, Welfare mix, Hybrid organization