ABSTRACT
The social service function of the Family Agency overlapped that of Catholic Welfare, but because it had no funds for providing financial relief, it had a more specialized regulative role. The Family Agency was located in a pleasant house on a shady street in a neighborhood of expensive apartment houses and commercial offices. The majority of the Family Agency's clients telephoned for an appointment before presenting themselves, however, and thus spoke first with the telephone operator. Switchboard operators, like receptionists and admitting clerks, are agency gatekeepers who can either help or hinder a client in his attempt to find service. Galls from clients applying to the agency were to be transferred immediately to the intake telephone, covered by a worker at all times. Most of the clients in the study group were offered a single service, either counseling or referral. In general the agency received clients with difficult problems and tended to refer the most disordered to more controlling agents.
