Is Government Belittled Because the Public Expects Too Much? : PLATFORM

Federal employees see their job security endangered by Congressional budget-cutting and their personal safety in jeopardy after the Oklahoma City bombing. JIM BLAIR asked federal employees in Southern California why the public expresses so much disgruntlement with “federal bureaucrats” and what the employees do to combat the image.

SAKAE HAWLEY

Regional director of the U.S. Passport Agency, State Department

People have grown up feeling there should be instant gratification. They walk into a government office like mine and don’t realize that they have created the situation, for example, of not thinking about that passport way before they make travel plans. Many wait until they’re ready to board the plane. And when that service is not possible, they fault the government.

It goes to the way people grow up. President Kennedy inspired a lot of us youngsters to think that working for the government was the most honorable career you could have. That inspiration has been lacking for a long time. We haven’t had a public figure who has emphasized government career as being a wonderful, satisfying, distinguished service.

People are not really proud to be U.S. citizens anymore. Fewer and fewer people are going to the polls to vote. That the government is “we, the people” has not been emphasized in schools. So it has become “them” versus “us.”

JON YARMOLOVICH

U.S. Postal Service window clerk, Hawthorne

I deal with customers on a daily basis, and from my experience at the window, there are those who are appreciative and very sympathetic to what I do in my job, others are not. A lot of times people come in and they’re mad before they even reach our door. For example, I get people who believe that they, through their taxes, pay my salary and feel they should be in charge. They’re going to tell me what I’m supposed to be doing and [expect me] to kowtow to them.

I don’t believe [the public] really understands what we’re supposed to do and how it all works--how much mail we process and how many customers we serve. So if you say we process 50,000 pieces of mail a day and make three errors, those three people are going to come in.

At times, as a customer, I have endured a piece of mail which was lost or damaged, or getting the wrong information. I think the general perception is negative in parts, but I try to be optimistic about it.

AMY DAILEY

Peace Corps recruiter, Los Angeles

I don’t feel like a federal employee when we’re out of the office as recruiters--which I would say is a good 80% of the time--in the communities, at the schools, at the colleges. And I think the Peace Corps doesn’t look like a federal agency, which it very much is. Peace Corps is one of those examples of an agency that really does what it was supposed to do in the beginning.

When it comes to dealing with people once they actually get into the Peace Corps process, then I feel like I do a lot of bureaucratic work because my job is to push their applications through so they can become a volunteer. But sometimes people just aren’t suitable for Peace Corps--maybe they have unrealistic expectations like wanting to go to St. Kitts because they’ve been there on vacation.

I work in the federal building. I know that there are agencies there that, if I had to come into contact with them every day I would be disgruntled. You’re going to find people that have been there way too long. Or they don’t love their job anymore But it’s going to happen anywhere you go--in both the public and private sectors.

PATRICIA JACKSON

Army Reserve nurse, women veterans’ coordinator, West Los Angeles Veterans Administration Hospital

I think one of the enthusiasms I bring to my job is being a veteran. I think one of the reasons federal employees get so much criticism is that the public doesn’t know many of the positive things done in the federal system. Negative things, like the recent [accidental scalding] death of a patient [at the VA hospital] are known because of media attention. Two weeks before that, I was instrumental in saving the life of a veteran who attempted an overdose, but the media didn’t see that.

A lot of times the system takes a beating, [but] my one appeal to veterans is to recognize that this is the only system that’s unique to veterans, the only one that identifies us as veterans and appeals to us to come in to be treated. When we think of the possibility of losing this, think about what we’d be faced with [without it.]

SUE L. FRAUENS

Acting regional director, Federal Trade Commission, Los Angeles

You call federal employees “bureaucrats” often enough and people are going to believe it--assume it must be so. In the newspaper, we only see the person who is under investigation for corruption or gross mismanagement.

Do I feel people hate us? Actually, I feel people don’t know us. “Federal Trade Commission? You the ones that raised prices on the Acuras?” No, we’re not. Our mission is to enforce consumer protection and anti-trust laws.

What I find hurtful are the stereotypical jokes. I’ve never worked with a group as hard-working, as conscientious--people who work unbelievable amounts of overtime they’re not compensated for, to get the job done and help the public.

JON DICK

National Park Service chief ranger, Santa Monica Mountains National Recreation Area.

We’re one of the leading agencies the public does trust and still likes. But as a park ranger, I’m in law enforcement and we do meet some negativity. There is that inherent danger because of what we do and what we stand for.

One thing that’s really important getting across to the public is that National Park Service sites--parks, monuments, national recreation areas--are their lands and that the federal government has entrusted us to protect them for the public to come and enjoy

. Hostility or vandalism on park property hurts everyone who comes to enjoy these sites. [Like] the Oklahoma City building--that was a federal building, a public building, occupied by federal workers who worked for the public. The bombing cost lives and, in the long run, it also hurt taxpayers.