Clients who learn their rights can force agencies to expand services.

Evidence

Facilities and services become swamped as clients attempt to receive the special treatment they have momentarily come to expect. At times the disorder that ensues can result in an enlargement of public service responsibilities. Emergency rooms take on additional personnel and welfare offices become less secretive about emergency grant procedures when clients become educated about their rights. — Michael Lipsky, Street-Level Bureaucracy, 1037

Categorization

• QUESTION: Does the expansion reflect new responsiveness or merely a fresh layer of routinized discretion grafted onto the old one?
• XREF: connects to: Unlimited client advocacy and broad access to the law are mutually exclusive — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 727; Street-level agencies expand services or clients rather than refuse demand, ensuring chronic understaffing — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 326; Agency layouts and queues teach clients their socially expected level of service — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 491

Broader Connections

• Street-level agencies expand services or clients rather than refuse demand, ensuring chronic understaffing #expands (0.85) — Michael Lipsky, Street-Level Bureaucracy, 326
• Agency layouts and queues teach clients their socially expected level of service #complicates (0.75) — Michael Lipsky, Street-Level Bureaucracy, 491