Two narratives of street-level work -- Dealing with faces -- State agents, citizen agents -- Story worlds, narratives, and research -- Physical and emotional spaces -- Enacting identities in the workplace and on the streets -- Workers unite : occupational identities and peer relations -- Organizational and social divisions among street-level workers -- Putting a fix on people : identity, conduct, and street-level work -- Normative decision making : moralities over legalities -- Who are the worthy? -- Responding to the worthy -- Street-level worker knows best -- Getting the bad guys -- Streetwise workers and the power of storytelling -- Reframing frontline inquiry -- Encounters, agency, pragmatism -- Three narratives.
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