COPING BEHAVIOR STREET-LEVEL BUREAUCRATS DALAM PELAYANAN KESEHATAN

Abstract

The implementation of public services is the domain of the government. Bureaucrats who interact directly to provide
services to the community are referred to as front-line bureaucrats (street-level bureaucrats, SLBs). SLBs often faces a
dilemma in providing services due to the limited resources it has, while the demands of the community for service are
very large. To overcome this, an SLBs often takes coping behavior (Lipsky 1980) in overcoming this problem. This
paper aims to describe SLBs professionalism in coping behavior at Puskesmas in Makassar City. This study uses a
qualitative approach with data collection techniques in-depth interviews, observations, and documentary techniques. The
number of informants interviewed was 24 people consisting of the Head of the Puskesmas, Doctors, Nurses, Midwives
and Pharmacists. The results showed that in general SLBS had the courage to use coping behavior to get around the
limited resources possessed and also to meet the demands of service expected by the community.