wow, this is a great thread!
I am a librarian, but i just recently started with an organization where i get to serve the public. (My 1st job was in IT at a major research university... so i guess i "served" scholars, my last job was with a nonprofit.... but we only served MEMBERS of the org
)
I now work in a law library that is open to the public, so in addition to court staff and solo practitioners, we get a LOT of pro-se clients (persons representing themselves). SOME of these people are just too cheap to get a lawyer, but the vast majority need help and just don't know where else to turn. Until i worked directly with the public, I never knew how many people needed assistance with basic things like using the internet, faxing, making copies, etc.
My first day here i had a lady come in at 4:55 crying because "they took her kids..." She was in the law library trying to figure out what to do - what papers to file, who to speak with, what steps to take next. Obviously, i cannot give legal advice but I am in a position to help connect people with the resources they need.
I enjoy my work and can't imagine doing anything else (right now).