Cops, Teachers, Counselors: Stories from the Front Lines of Public Service

Index

Index 215 accountability, 10, 11, 17–18 advocacy role, 61–62, 63, 74–75, 117–19 African Americans police of‹cers, 69–70, 73 racism, 65–66, 68–69, 147–48 students, 90–91 See also race Al‹eri, Anthony V., 32 “bad guys.” See unworthy citizen-clients Bellow, Gary, 31 benevolence, 46–47 Brehm, John, 159 bureaucracy con›icts with, 22–23, 24, 117–19 criteria for success, 138 implementation theory, 11 in›uence on policy, 11 pressure to close cases, 19–20, 115–17, 121–22, 137 principal-agent theory, 11 rank in, 53, 75 See also rules and procedures cases closing, 19–20, 115–17, 121–22, 137 computerized tracking systems, 57 kept open, 19, 115–17 children. See students citizen-agent narrative, 5 decision making, 11–12 demonstrated in stories, 9, 19–20 focus on citizens’ characters, 13 tension with state-agent narrative, 5, 156–58, 165 citizen-clients complainers, 48, 89–91, 136 conduct, 54, 88–89, 92 deception and manipulation by, 104, 133–34, 145–46 demanding, 79–81, 104, 133–34, 139–42 families, 129–31 unrealistic expectations, 135–37 worthy, 94, 99–101, 103–6, 111–17, 119–22 See also identities of citizen-clients; street-level workers, relations with citizen-clients; unworthy citizen-clients class, 69 clients. See citizen-clients community policing, 69, 84, 201n. 2 complainers, 48, 89–91, 136 Cooper, Terry L., 160 cultural abidance, 4–5, 9, 158 cultures deaf, 81–82 gay, 75 organizational, 158–59 deaf culture, 81–82 decision making based on judgments of individuals, 8, 12, 153–54, 156 breaking rules, 17–18, 20, 68, 111–13, 114–15, 156 in citizen-agent narrative, 11–12 consequences, 24, 110 constraints on, 10, 13–14 contingent, 93, 155 discretionary, 4, 10, 11, 12–13, 17–18, 67 impact on individuals, 48–49 moral, 93–94, 155, 160 pragmatic, 23–24, 94–95, 123–28, 130–35, 156, 165 problems with discretion, 159–60 relationship to policy, 11 responsible action, 159–60, 162 in state-agent narrative, 4, 10, 11, 12–13, 17–18, 67 tension between rules and beliefs about citizen-clients, 4, 7–8, 9–10, 13, 18–19 tension between rules and needs of citizen-clients, 93, 156 See also rules and procedures Dienstag, Joshua Foa, 26 disabilities, individuals with clients in vocational rehabilitation, 20, 39 moral judgments of, 103–4 vocational rehabilitation counselors , 62, 75, 82 discretion in decision making, 4 in modern state, 10 self-interest in exercise of, 12 in state-agent narrative, 12–13, 17–18, 67 street-level, 10, 11, 13 elected of‹cials, 22, 23, 24 entry interviews, 169, 179–80 Ewick, Patricia, 32, 159 exit interviews, 29, 172–73, 187 extraordinary service, 94 cases kept open, 115–17, 121–22 con›icts with bureaucracy, 117–19 criteria, 88, 103–6 examples, 97–99, 113–17 justi‹cation, 88 motivated by idealism, 12–13 overinvestment in individual clients, 19, 115, 122 risks taken, 156 willingness to provide, 102–3 fairness con›icts with rules, 13 in›uence of perceived character, 156 related to worthiness of client, 94 for unworthy clients, 144–45 families, 129–31 Frederickson, H. George, 10 Gates, Scott, 159 gays, 75. See also lesbians gender differences, 73 Gilligan, Carol, 20 gists, 34 “good guys.” See worthy citizen-clients group memberships, 22, 51. See also social identities Hall, John R., 159 Handler, Joel F., 159 Hispanic police of‹cers, 73 homosexuals. See gays; lesbians hopelessness, 48–50 human services workers, 12, 21, 22. See also street-level workers identities dynamism, 51, 79–81, 154 revealed in stories, 30 Index 216 identities of citizen-clients assignment by workers, 7, 21, 53–54, 78–82, 83–84, 91–92, 154, 155 complexity, 84–88 differential treatment based on, 109–10 effects on outcomes, 153–54 identities of street-level workers, 20–21 class, 69 enacting, 82–83 in›uence on relations with supervisors , 67–68 matching to clients, 82–83 politics of difference, 52–53, 76, 200n. 3 ranks, 53, 75 revealed in interactions with clients, 154–55 social, 20, 21, 22, 51, 68–69, 72–74, 75 tensions between, 68–69 See also occupational identities implementation theory, 11 interviews distinction from stories, 27 entry, 169, 179–80 exit, 29, 172–73, 187 use in social research, 28–29 Jos, Philip H., 160 justice. See fairness King, Rodney, 13 Labov, William, 29, 32 law abidance...