Street-level workers hold individual and collective control over their working rules

Evidence

Fourth, lower-level workers maintain a degree of control over their work environment. Individually street-level bureaucrats exercise discretion to control the work situation. Collectively many street-level bureaucrats are able to have a significant say in the rules under which they are employed. — Michael Lipsky, Street-Level Bureaucracy, 1378

Categorization

• DEFINE: Guards a key definitional point: discretion is exercised both individually and collectively — foundational to the reader’s ‘frontline discretion’ concept.