The details don’t matter. I had to deal with the bureaucracy on behalf of someone else. I assumed my informal advocacy would be of little avail, but it seemed worth a try. Who knew the person on the other end of the line would be the Best Bureaucrat.
As our conversation began, I explained my friend’s problem as best I could. The Best Bureaucrat listened well and asked clarifying questions. When it became clear to her that I do not speak bureaucratese, she immediately switched to English. Again she listened well as I tried to describe the dilemma in which my friend found himself. The Best Bureaucrat did not recommend I fill out a form or read a publication. She listened and explained and made sure I understood what she was saying, just as she made sure she understood what I was saying.
Once we were clear about the problem my friend needed to solve, the Best Bureaucrat went to work. I would have to call another office. The Best Bureaucrat told me what to ask for, and, by the way, what not to say. She described for me the place my friend would want to be after all the questions were answered and all the information provided. Our goal was not a completed form, but the particular benefits my friend deserved. Continue reading




