And in the end it really is "their job." It may not be helpful but it's reality. It's why your job is hard and it's something you need to accept and deal with in a way that doesn't demean, marginalize and slow down the people you serve.
If you are the employee wondering "why don't they act on this", that's still not a helpful take. Neither for you - nothing will change - nor for the manager, who might miss out on critical info.
Which is why good managers usually make sure that people are aware what the escalation paths are, and how to use them.
And why they keep hammering on the point that "not my job" is not helpful - because they (should) know that they operate on necessarily incomplete information, and that they make mistakes they're not aware of that are immediately obvious to people on the front lines.
The conundrum of management. It's your job, but you can't do it all by yourself.
