We operationalize the concepts of rights, discretion, and negotiation in service provision at two public housing sites, exploring their connections to the generation of shame or dignity building for residents. Using data from in-depth interviews with housing residents and caseworkers, we found that resident rights were limited by a decentralized system that actively prevented them from taking control of their lives. Residents frequently experienced caseworker discretion as personally intrusive, yet there was some, if limited, space for negotiation between caseworkers offering personalized care and residents evaluated as worthy of such focus. These interactions offered the potential for enhanced recognition and dignity.