Includes bibliographical references (p. 287-307) and index
Introduction: do street-level bureaucracies matter in a post-welfare era? -- Situated bureaucrats: locating identity in catch-all bureaucracies -- Not everyone has the same bag of tricks: identity discord, discretionary toolkits, and policymaking in a changing institution -- Reinventing the street-level welfare bureaucrat: the reformation of professional -- Identities in postreform welfare offices -- Am I my sister's keeper: race, class, gender, and community in Staunton -- Race, place, and politics: negotiating community and diversity in Fishertown -- Conclusion: the crisis of identity in catch-all bureaucracies -- Appendix A: professional identities in the making: a history of the profession of welfare casework -- Appendix B: demographic data -- Appendix C: methodology