Examining public service from the perspective of the worker, this book provides a new framework for understanding the roles and responsibilities of front-line public servants and assessing the appropriateness of their actions. Public employees who work at street level face some of the most intractable, pervasive, and complex problems in contemporary society. Drawing on more than 1,500 hours of observation of police officers and social service workers in four states, this book explores the types of situations they confront, the factors they consider, and the hard choices they make. Vinzant and Crothers propose the concept of leadership as a positive and realistic framework for understanding what these public servants do and how they can successfully meet the daily challenges of their very difficult and complex jobs. They show how changing the theory and language we use to describe street-level work can encourage decisions that are responsive both to the needs of the clients being served and to the broader community's need for accountability.