Front Matter
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Table of Contents
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PREFACE:: Dilemmas of the Individual in Public Services
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ACKNOWLEDGMENTS
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The Critical Role of Street-Level Bureaucrats
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Street-Level Bureaucrats as Policy Makers
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Introduction
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The Problem of Resources
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Goals and Performance Measures
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Relations with Clients
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Advocacy and Alienation in Street-Level Work
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Introduction
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Rationing Services:: Limitation of Access and Demand
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Rationing Services:: Inequality in Administration
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Controlling Clients and the Work Situation
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The Client-Processing Mentality
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The Assault on Human Services:: Bureaucratic Control, Accountability, and the Fiscal Crisis
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The Broader Context of Bureaucratic Relations
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Support for Human Services:: Notes for Reform and Reconstruction
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NOTES
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INDEX
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