PREFACE: DILEMMAS OF THE INDIVIDUAL IN PUBLIC SERVICESACKNOWLEDGMENTS PART I INTRODUCTION 1. The Critical Role of Street-Level Bureaucrats2. Street-Level Bureaucrats as Policy MakersPART II CONDITIONS OF WORK 3. The Problem of Resources4. Goals and Performance Measures5. Relations with Clients6. Advocacy and Alienation in Street-Level WorkPART III PATTERNS OF PRACTICE 7. Rationing Services: Limitation of Access and Demand8. Rationing Services: Inequality in Administration9. Controlling Clients and the Work Situation10. The Client-Processing MentalityPART IV THE FUTURE OF STREET-LEVEL BUREAUCRACY 11. The Assault on Human Services: Bureaucratic Control, Accountability, and the Fiscal Crisis12. The Broader Context of Bureaucratic Relations13. Support for Human Services: Notes for Reform and Reconstruction14. On Managing Street-Level BureaucracyCONCLUSIONNOTES INDEX