Measuring the Performance of Human Service Program

, by Lawrence L. Martin; Peter M. Kettner

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ISBN: 9780803971356 | 0803971354
Cover: Paperback
Copyright: 3/12/1996

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Social service providers are under increasing pressure to demonstrate that their programmes work. Faced with this demand for greater accountability, providers are turning to performance measurement as a way of illustrating programme efficiency, quality and effectiveness.The authors of this comprehensive volume discuss why and how performance measures have become an integral part of managing programmes in the social services. They explain the various types of performance measures - including numeric counts, standardized measures and client satisfaction - and assess their advantages and disadvantages. A case study and exercises are a special feature of the book.

Preface

Performance Measurement: The New Accountability

(10)

Introduction

(2)

What Is Performance Measurement?

(5)

Performance Measurement and the Systems Model

(1)

The Efficiency Perspective

(1)

The Quality Perspective

(1)

The Effectiveness Perspective

(2)

Why Adopt Performance Measurement?

(3)

Performance Measurement and Improving Program Management

(1)

Performance Measurement and Resource Allocations

(1)

Performance Measurement as a Forced Choice

(1)

Performance Measurement: An Idea Whose Time Has Come

(9)

Introduction

(1)

Forces Promoting Performance Measurement

(4)

Government Performance and Results Act

(1)

National Performance Review

(1)

Total Quality Management Approach

(1)

Managed Care

(1)

Service Efforts and Accomplishments Reporting

(1)

Language and Structure of SEA Reporting

(4)

Service Efforts

(1)

Service Accomplishments

(1)

Service Efforts and Accomplishment Ratios

(1)

Adopting the Language and Structure of SEA Reporting

(1)

Developing and Using Performance Measures

(1)

Social Problems, Human Service Programs, and Performance Measurement

(11)

Introduction

(2)

Determining the Number of Human Service Programs

(1)

Specifying the Social Problem

(1)

Identifying the Assumptions

(7)

The Social Problem of Drugs

(1)

The Social Problem of Homelessness

(1)

The Social Problem of Educational Underachievement of Disadvantaged Children

(4)

Output Performance Measures

(10)

Introduction

(1)

What Are Output Performance Measures?

(2)

Developing Intermediate Output Performance Measures

(4)

Definition of Unit of Service

(1)

Types of Units of Service

(2)

Selecting a Unit of Service

(1)

Units of Service and Programs of Services

(1)

Final Output Performance Measures

(4)

Defining a Service Completion

(1)

Developing Service Completions

(1)

Service Completions and Client Outcomes

(2)

Quality Performance Measures

(9)

Introduction

(1)

What Is Quality?

(3)

Types of Quality Performance Measures

(6)

Outputs With Quality Dimensions Approach

(2)

Client Satisfaction Approach

(3)

Outcome Performance Measures

(12)

Introduction

(1)

What Are Outcome Performance Mesures?

(1)

Client Problems Versus Client End States

(1)

The Four Types of Outcome Performance Measures

(2)

Intermediate and Ultimate Outcome Performance Measures

(1)

Selecting Outcome Performance Measures

(1)

Cause-and-Effect Relationships

(1)

Social Indicators as Ultimate Outcome Performance Measures

(2)

Outcome Performance Measures and Programs of Services

(2)

Assessing the Four Types of Outcome Performance Measures

(2)

Numeric Counts

(9)

Introduction

(1)

What Are Numeric Counts?

(1)

Examples of Numeric Counts

(2)

The Florida Department of Health and Rehabilitative Services

(2)

The Preference for Numeric Counts

(1)

An Assessment of Numeric Counts

(3)

Standardized Measures

(13)

Introduction

(1)

What Are Standardized Measures?

(3)

Types of Standardized Measures

(2)

Substantive Focus

(1)

Who Completes Them?

(2)

Response Scales

(1)

Using Standardized Measures as Outcome Performance Measures

(1)

Translating Standardized Measures Into Numeric Counts

(1)

An Assessment of Standardized Measures

(1)

Resources for Use in Selecting Standardized Measures

(5)

Sources of Selected Clinical Standardized Measures

(1)

Sources of Selected Standardized Measures for Services to Families and Children

(1)

Sources of Selected Standardized Measures for Employment-Related Services

(1)

Sources of Selected Standardized Measures for Services to Older Persons

(2)

Level of Functioning Scales

(12)

Introduction

(1)

What Are LOF Scales?

(2)

Principles in Designing LOF Scales

(6)

Developing a Conceptual Framework

(1)

Developing Descriptors

(3)

Respondent Considerations

(1)

Constructing LOF Scales

(2)

A Case Example: LOF Scales in a Child Residential Treatment Center

(2)

Translating LOF Scales Into Numeric Counts

(1)

An Assessment of LOF Scales

(2)

Client Satisfaction

(5)

Introduction

(1)

Using Client Satisfaction as an Outcome Performance Measure

(1)

Translating Client Satisfaction Outcomes Into Numeric Counts

(1)

An Assessment of Client Satisfaction

(1)

An Assessment of the Four Types of Outcome Performance Measures

(2)

Issues in Selecting, Collecting, Reporting, and Using Performance Measures

101

(10)

Introduction

101

(1)

Issues in Selecting Performance Measures

101

(2)

Failing to Relate Performance Measures to Program Mission

102

(1)

Relying Too Heavily on Existing Data

102

(1)

Excluding Stakeholders From the Process

102

(1)

Selecting Too Few Quality Performance Measures

102

(1)

Issues isn Reporting Performance Measurement Data

103

(3)

The Frequency of Performance Measurement Reporting

103

(1)

The Cost of Collecting Performance Measurement Data

103

(1)

The Displaying of Performance Measurement Data

104

(2)

Issues in Using Performance Measurement Data

106

(3)

Improving Direct Delivery

106

(2)

Improving Contract Delivery

108

(1)

Does Performance Measurement Really Make a Difference?

109

(1)

Conclusion

110

(1)

Appendix A: New Beginnings Residential Treatment Center Case Study

111

(7)

Appendix B: Answers to Exercises From New Beginnings Residential Treatment Center Case Study

118

(7)

References

125

(4)

Index

129

(10)

About the Authors

139

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Measuring the Performance of Human Service Program

Summary

Table of Contents

Supplemental Materials