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Front line public servants tasked with providing benefits and sanctions to citizen. Street-Level Bureaucrats deliver public policies
Flawed assumption that front line workers share the same objectives as their managers
"How is the job to be accomplished with inadequate resources, few controls, indeterminate objectives, and discouraging circumstances?" (Lipsky, p. 82)
"decisions of street-level bureaucrats, the routines they establish, and the devices they invent to cope with uncertainties and work pressures, effectively become the public policies they carry out.”
Examples of Issues
Take Aways
Examples
Ignore human dimension
Worker bias
Choosing those who are likely to succeed
Authored by Michael Lipsky
Exercise:
Implications
Routinization
Inequality
Stifles risk-taking
Rubber stamping
Goal diversion
Queuing
Adopting the recommendation of others
Such as a judge accepting the decisions of social worker or police officer or an ER doctor accepting the the judgement of the ER clerk
Degree of leeway to make professional judgement calls on the “nature, amount, and quality of benefits provided by their agencies” (Lipsky, 2010, p. 13)
Accountablity
Imposes cost on customers
sends messages about how to comply
Source: United States Studies Center
Ignores the human dimension