Client control operates through four distinct dimensions including teaching client behavior

Evidence

There are four basic dimensions to the control exercised by street-level bureaucrats over clients. Each significantly affects some dimension of client “construction.” Briefly, street-level bureaucrats exercise control in: (1) distributing the benefits and sanctions that are supposed to be provided by the agencies; (2) structuring the context of clients’ interactions with them and their agencies; (3) teaching clients how to behave as clients; and (4) allocating psychological rewards and sanctions associated with clients entering into relationships with them. — Michael Lipsky, Street-Level Bureaucracy, 460

Categorization

• DEFINE: Lays out the taxonomy of frontline control dimensions, especially the non-obvious one of instructing clients how to be clients.
• XREF: connects to: Frontline workers control clients by structuring interactions before behavior emerges — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 465; Anticipation of later review makes workers prejudge and filter clients for other agencies — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 557; People-processing agencies affect clients through the very interaction routines themselves. (+1 more)