Textbook of Social Administration: The Consumer-Centered Approach

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ISBN: 9780789031785 | 0789031787
Cover: Nonspecific Binding
Copyright: 9/7/2007

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The Textbook of Social Administration equips social programs managers with the skills they need to produce mutually desired outcomes for their consumers/clients and for their staff. This comprehensive resource is a how-to guide to developing the management abilities needed to maintain an effective client-centered approach by using a social programs framework that uses information, personnel, and additional resources to support and direct the interaction between social workers and their clients. Book jacket.

Foreword	p. xi
Acknowledgments	p. xv
Introduction. Consumer-Centered Social Administration: What This Book Is About and How to Use It	p. 1
Assumptions, Principles, and Performance Expectations of Consumer-Centered Social Administration	p. 2
Frameworks for Organizing Social Administration Skills	p. 4
Structuring the Organization for Maximum Consumer Benefit: The Inverted Hierarchy	p. 9
A Note to Readers on How to Use This Book	p. 10
Consumer-Centered Social Administration	p. 13
Social Administration and Outcomes for Consumers: What We Know	p. 15
Assumptions of Consumer-Centered Management	p. 22
Principles of Consumer/Client-Centered Practice	p. 25
Management as Performance	p. 38
Initiating Change Through Persuasion: The Microskills Approach	p. 45
Persuasion: Some Basics	p. 48
Gender and Cultural Differences in Persuasion	p. 51
Strategies to Enhance Perceived Behavioral Control	p. 53
Strategies to Change the Attitude Toward a Behavior	p. 62
Strategies to Change the Normative Component	p. 67
Strategies to Help Move from Intention to Behavior	p. 70
Summary	p. 71
An Analytic Framework for Social Program Management	p. 75
Principles of Consumer-Centered Management and Social Program Specifications	p. 76
Research That Supports the Social Program Analytic Framework	p. 77
What You Need to Know to Begin Program Analysis	p. 80
The Elements of the Program Framework	p. 86
Program Element: Social Problem Analysis	p. 87
Program Element: Identify the Direct Beneficiary of the Program	p. 93
Social Administrators' Use of the Problem and Population Analysis	p. 101
Summary	p. 109
Specifying and Managing the Social Work Theory of Helping	p. 111
What Is a Theory of Helping?	p. 112
Framework Requirements for Goals	p. 118
Framework Requirements for Objectives	p. 121
Framework Requirements for Expectations	p. 123
Social Administrators' Use of the Theory of Helping	p. 125
Summary	p. 140
Program Framework: The Rest of the Story	p. 141
Stages of Helping	p. 142
Key People Required for the Consumer to Benefit: Who Needs to Do What?	p. 144
The Helping Environment	p. 150
Emotional Responses	p. 153
The Actual Helping Behaviors	p. 154
Creating Attractive Programs	p. 157
Examples of Social Administrators' Use of Program Elements to Enhance Consumer Benefits	p. 159
Example Program Specifications: The Application of the Wraparound Approach to School-Based Mental Health Services	p. 163
Summary	p. 184
Managing Information: Determining Whether the Program Is Operating As Intended	p. 185
The Power of Measurement	p. 187
The Effects of Feedback on Performance	p. 190
The Learning Organization	p. 191
The Human Service Cockpit	p. 205
Piloting the Human Service Program: Establishing and Using a Performance-Improvement Strategy	p. 208
Selection and Measurement of Performance Indicators	p. 223
Selecting Outcome Measures	p. 223
Measuring Consumer Outcomes	p. 235
Measuring Performance That Supports Consumer Outcomes	p. 244
Innovative and Powerful Report Designs	p. 252
Personnel Management	p. 261
Principles of Consumer-Centered Social Administration and Personnel Management	p. 261
The Tasks of Managing People	p. 262
The Special Case of Volunteers	p. 263
The Environments of Personnel Management	p. 264
Overview of Related Research	p. 266
Creating and Reinforcing a Consumer-Centered Unit Culture	p. 268
Designing Jobs So That Consumers and Workers Achieve Desired Results	p. 277
Recruitment and Selection to Match People to Jobs	p. 284
Maintaining a System of Performance Appraisal, Feedback, and Rewards That Informs and Energizes Staff	p. 289
Assisting Workers in Developing Skills and Enhancing Their Careers Through Supervision: Training	p. 301
Using Standard Procedures, Specific to a Field of Practice, to Maintain Policies, Procedures, and Training That Focus on Worker and Consumer Safety	p. 305
9 Fiscal Management	p. 309
The Principles of Consumer-Centered Management and Resource Management	p. 310
Identifying Program Costs and Linking Them to Consumer Outcomes: Budgeting	p. 311
Sources of Funds and Their Acquisition	p. 317
Social-Service Contracting	p. 331
Risk Management and Fiscal Incentives	p. 335
10 The Inverted Hierarchy	p. 343
A New Metaphor	p. 345
Finding Opportunity: The Foundation of the Inverted Hierarchy	p. 347
Strategies for Turning Opportunities into Performance	p. 351
Powerful Integrating Mechanisms: Field Mentoring, Group Supervision, and Performance-Enhancement Teams	p. 376
Summary	p. 388
References	p. 389
Index	p. 401
Table of Contents provided by Ingram. All Rights Reserved.

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Textbook of Social Administration: The Consumer-Centered Approach

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