Those civil service employees who are in constant contact with the public (often a hostile one)and have considerable discretion are known as

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Street-level bureaucrats are the civil service employees who work at the frontline and interact directly with the public. They have considerable discretion in making decisions and implementing policies, and often deal with a hostile or problematic clientele (e.g., welfare recipients, probationers, and parolees).

Those Civil Service Employees Who Are in Constant Contact with the Public