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Preface: Dilemmas of the Individual in Public Services | p. xi |
Acknowledgments | p. xxi |
Introduction | |
The Critical Role of Street-Level Bureaucrats | p. 3 |
Conflict over the scope and substance of public services | p. 4 |
Conflict over interactions with citizens | p. 8 |
Street-Level Bureaucrats as Policy Makers | p. 13 |
Discretion | p. 13 |
Relative Autonomy from Organizational Authority | p. 16 |
Differences Between Street-Level Bureaucrats and Managers | p. 18 |
Resources for Resistance | p. 23 |
Conditions of Work | |
Introduction | p. 27 |
The Problem of Resources | p. 29 |
Demand and Supply, or Why Resources are Usually Inadequate in Street-Level Bureaucracies | p. 33 |
Goals and Performance Measures | p. 40 |
Goals | p. 40 |
Performance Measures | p. 48 |
Relations with Clients | p. 54 |
Nonvoluntary Clients | p. 54 |
Conflict, Reciprocity, and Control | p. 57 |
The Social Construction of a Client | p. 59 |
Advocacy and Alienation in Street-Level Work | p. 71 |
Advocacy | p. 72 |
Alienation | p. 75 |
Implications of Alienation | p. 79 |
Patterns of Practice | |
Introduction | p. 81 |
Rationing Services: Limitation of Access and Demand | p. 87 |
The Costs of Service | p. 88 |
Queuing | p. 95 |
Routines and Rationing | p. 99 |
Rationing Services: Inequality in Administration | p. 105 |
A Comment on the Ubiquity of Bias | p. 111 |
Controlling Clients and the Work Situation | p. 117 |
Husbanding Resources | p. 125 |
Managing the Consequences of Routine Practice | p. 133 |
The Client-Processing Mentality | p. 140 |
Modifications of Conceptions of Work | p. 142 |
Modifications of Conceptions of Clients | p. 151 |
The Future of Street-Level Bureaucracy | |
The Assault on Human Services: Bureaucratic Control, Accountability, and the Fiscal Crisis | p. 159 |
Holding Workers to Agency Objectives | p. 162 |
Accountability and Productivity | p. 170 |
Street-Level Bureaucrats and the Fiscal Crisis | p. 172 |
The Broader Context of Bureaucratic Relations | p. 180 |
Contradictory Tendencies in Street-Level Bureaucratic Relations | p. 188 |
Support for Human Services: Notes for Reform and Reconstruction | p. 192 |
Directions for Greater Client Autonomy | p. 193 |
Directions for Current Practice | p. 196 |
The Prospects and Problems of Professionalism | p. 201 |
Keeping New Professionals New | p. 204 |
On Managing Street-Level Bureaucracy | p. 212 |
An Evolving Policy Environment for Street-Level Bureaucracy | p. 212 |
Shaping Street-Level Bureaucrats' Performance | p. 221 |
Investing in Street-Level Bureaucrats | p. 229 |
Conclusion | p. 236 |
Notes | p. 239 |
Index | p. 267 |
Table of Contents provided by Ingram. All Rights Reserved. |
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The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.