Street-level workers informally teach clients which needs they may legitimately raise

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. — Michael Lipsky, Street-Level Bureaucracy, 472

Categorization

• SEED: Material for an essay on how ‘gatekeeping of appropriate needs’ by frontline workers is a quiet form of demand-management — a mechanism by which social problems get triaged into or out of institutional responsibility.
• XREF: connects to: Selective coaching of clients redistributes benefits away from the uncoached; Identical statutes produce divergent agency cultures through community influence — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 366; Frontline workers teach clients to expect few services, dampening demand in advance — Michael Lipsky, Street-Level Bureaucracy: Dilemmas of…, 487 (+1 more)

Broader Connections

• Frontline workers teach clients to expect few services, dampening demand in advance #corroborates (0.92) — Michael Lipsky, Street-Level Bureaucracy, 487
• Agencies formalize practices that workers already adopted informally #complicates (0.75) — Michael Lipsky, Street-Level Bureaucracy, 639