Frontline workers informally redraw clients’ need boundaries to fit agency scope

Evidence

Consider, for example, the bus driver who gets out of the bus to teach the idea of a queue-”first come, first served”-an idea which is new to many of his new immigrant passengers. Similarly, the nurse at the well-baby clinic may be seen teaching women, informally, which of their needs are appropriate to the health services and which should be taken to other organizations. 14 Teaching the client role is not confined to children or immigrants new to modern institutions. — Michael Lipsky, Street-Level Bureaucracy, 472

Categorization

• SEED: The nurse gatekeeping which needs count as ‘appropriate’ is a vivid miniature for an essay on how administrative triage at the point of service silently redefines legitimate need.
• XREF: connects to: Professional norms subordinate agency rules to individual client needs. — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 1172

Broader Connections

• Professional norms subordinate agency rules to individual client needs. #contradicts (0.85) — Michael Lipsky, Street-Level Bureaucracy, 1172