Management of Human Service Programs

, by Lewis, Judith A.; Lewis, Michael D.; Packard, Thomas R.; Souflee, Jr., Federico

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ISBN: 9780534368869 | 0534368867
Cover: Hardcover
Copyright: 11/2/2000

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Master management and leadership with MANAGEMENT OF HUMAN SERVICE PROGRAMS. Practical and easy to use, this human services text provides important guidelines for working within agencies that every manager of administrator needs to know. Every chapter includes a case example with reflection questions to help you view the issues in action and to help you reflect on how you would handle the scenario. Topics include challenges of management, environments of human service agencies, program design, organizational theory, organizational design, human resources, supervisory relationships, finances, information systems, program evaluation, organizational change, leadership, and achieving and maintaining organizational excellence.

Preface

Facing the Challenges of Management

(22)

The Need for Managerial Competency

(4)

The Purposes of Human Service Programs

(2)

The Domains of Human Service Organizations

(2)

Administrative Expertise

(2)

Functions of Human Service Management

(7)

Planning

(1)

Designing the Program and Organization

(1)

Developing Human Resources

(1)

Supervising

(1)

Managing Finances

(1)

Monitoring and Evaluating

(1)

Human Relations Skills

(1)

Decision-Making Skills

(1)

Leadership and Change Management: Keeping the Organization Responsive and Vibrant

(1)

Summary

(1)

Discussion Questions

(1)

Group Exercise

(1)

Transitions into Management

(1)

References

(1)

The Environments of Human Service Organizations

(19)

Uniquenesses of Human Service Organizations

(2)

Stakeholder Expectations

(1)

Analysis of Environmental Trends

(3)

Political Trends

(1)

Economic Trends

(1)

Social Trends

(1)

Technological Trends

(1)

From the World to the Neighborhood: ``Thinking Globally and Acting Locally''

(1)

Needs Assessment

(1)

Asset Mapping

(1)

Community Collaborations

(2)

Boundary Management: Coalitions, Professional Associations, and Networks

(1)

Marketing

(3)

Publics

(1)

Product

(1)

Place

(1)

Price

(1)

Promotion

(1)

Marketing and Collaboration

(1)

Public Relations

(1)

Summary

(1)

Discussion Questions

(1)

Meeting the Needs of Battered Women

(1)

References

(2)

Planning and Program Design

(29)

Organizational Vision as a Guiding Principle

(2)

Strategic Planning

(9)

Selection of Goals: Operational or Tactical Planning

(1)

Specification of Objectives

(1)

Management by Objectives

(1)

Program Design

(8)

Identifying and Selecting Alternatives

(3)

Conceptualizing the Program

(1)

Developing an Implementation Plan

(3)

Developing an Evaluation Plan

(1)

Summary

(1)

Discussion Questions

(1)

Group Exercise

(1)

The Model College Counseling Center

(2)

References

(2)

Organizational Theory for Human Service Organizations

(31)

Classical Theories

(4)

Bureaucracy

(2)

Scientific Management

(1)

Universal Management Principles

(1)

Classical Theories in Today's Human Service Organizations

(1)

Human Relations Approaches

(2)

The Human Resources Model

(5)

Open Systems Theory

(2)

Contemporary Developments

(9)

Professional Bureaucracies

(1)

Community-Based Organizations and Feminist Organizations

(1)

Japanese Management

(1)

Total Quality Management

(1)

The Excellence Movement

(1)

Business Process Reengineering

(1)

Employee Involvement and the Quality of Working Life

(1)

Reinventing Government

(1)

Learning Organizations

(1)

Contingency Theories

(2)

Summary

(1)

Discussion Questions

(1)

The Community Career Center

(3)

References

(3)

Organization Design

102

(20)

Dimensions of Organization Design

103

(1)

Criteria for the Design of an Organization

104

(5)

Organizational Structures

109

(2)

Functional Structures

109

(1)

Divisional Structures

109

(1)

Matrix Structures

110

(1)

Linking and Coordinating Mechanisms

111

(1)

Organizational Charts

112

(1)

Line and Staff

113

(2)

Key Organizational Processes: Decision Making and Communications

115

(2)

Summary

117

(1)

Discussion Questions

117

(1)

Group Exercise

117

(1)

The Umbrella Organization

118

(2)

References

120

(2)

Developing and Managing Human Resources

122

(31)

Job Design

124

(3)

Hiring Practices

127

(3)

Recruitment

127

(1)

Selection

127

(2)

Orientation

129

(1)

Promotion

129

(1)

Staff Training

130

(3)

Assessing Training and Development Needs

130

(2)

Developing Training Objectives

132

(1)

Designing the Training Program

132

(1)

Implementing the Training Program

132

(1)

Evaluating Training

133

(1)

Performance Appraisal

133

(3)

Appraisal Mechanisms

136

(2)

Behaviorally Anchored Rating Scales

136

(2)

Management by Objectives

138

(1)

Critical Incident Techniques

138

(1)

Valuing Diversity

138

(1)

Federal Legislation

139

(2)

Enforcement of Federal Legislation

140

(1)

Affirmative Action

140

(1)

Diversity Implications for Human Resource Development

141

(2)

Encouraging Volunteer Participation

143

(1)

Burnout

143

(3)

Causes of Burnout

144

(1)

Preventing Burnout

145

(1)

Employee Assistance Programs

146

(1)

Summary

147

(1)

Discussion Questions

147

(1)

Group Exercise

148

(1)

Director of Training

148

(2)

References

150

(3)

Building Supervisory Relationships

153

(31)

Supervisory Roles

154

(2)

The Supervisory Dyad

156

(3)

The Supervision Process

159

(2)

Making the Transition to the Supervisory Role

161

(2)

Theories of Motivation

163

(3)

Content Theories

163

(2)

Process Theories

165

(1)

Applying Theories of Motivation

166

(4)

Management by Objectives as a Motivator

166

(1)

Organizational Behavior Modification

167

(1)

Reward Systems

167

(1)

Power and Influence

168

(2)

Leadership Models in Supervision

170

(5)

Blake and McCanse's Leadership Grid

170

(2)

Hersey and Blanchard's Situational Leadership Model

172

(2)

Contingency Theory

174

(1)

Democratic Supervision

175

(1)

Participative Decision Making as a Supervision Approach

176

(1)

Group Dynamics and Supervision

177

(1)

Challenges in Supervision

178

(1)

Summary

179

(1)

Discussion Questions

179

(1)

Group Exercise

180

(1)

The Token Economy

180

(2)

References

182

(2)

Managing Finances to Meet Program Goals

184

(25)

Steps in the Budgeting Process

185

(4)

Determining the Program Model

186

(1)

Estimating Expenditures

187

(2)

Creating the Annual Budget

189

(2)

Financial Reports

191

(2)

Audits

192

(1)

Updating the Annual Budget for an Ongoing Program

192

(1)

Cutback Management

193

(2)

Limitations of Incrementalism

195

(1)

Zero-Based Budgeting

196

(1)

Cost-Benefit Analysis and Cost-Effectiveness Analysis

197

(1)

Fund-Raising

198

(5)

Grants and Contracts

199

(1)

Writing Proposals for Grants or Contracts

200

(1)

Fees

201

(1)

Contributions and Planned Giving

202

(1)

Managing Multiple Funding Sources

203

(1)

Summary

204

(1)

Discussion Questions

204

(1)

Group Exercise

205

(1)

The Best-Laid Plans

205

(2)

References

207

(2)

Designing and Using Information Systems

209

(26)

Purposes of Information Systems

211

(2)

The Challenges of Measuring Performance

213

(4)

Design Process Guidelines

217

(2)

The Design Process

219

(9)

Assessment of the Current Situation

219

(1)

Analysis of the Existing System

220

(4)

Detailed Design

224

(2)

System Testing and Agency Preparation

226

(1)

Conversion

227

(1)

Evaluation

227

(1)

Operation, Maintenance, and Modification

227

(1)

The Use of Computers

228

(2)

Organizational Learning and the Quality of Working Life

230

(1)

Summary

231

(1)

Discussion Questions

231

(1)

Evaluation Emergency

231

(2)

References

233

(2)

Evaluating Human Service Programs

235

(32)

Purposes of Evaluation

237

(2)

Administrative Decision Making

237

(1)

Improvement of Current Programs

237

(1)

Accountability

238

(1)

Building Increased Support

238

(1)

Acquiring Knowledge Regarding Service Methods

239

(1)

Producers and Consumers of Evaluations

239

(3)

Professional Evaluators

240

(1)

Funding Sources

241

(1)

Policymakers and Administrators

241

(1)

Human Service Providers

241

(1)

Consumers and Community Members

242

(1)

The Scope of Human Service Evaluation

242

(8)

Evaluability Assessment

243

(2)

Process Evaluation

245

(2)

Outcome Evaluation

247

(2)

Efficiency Evaluation

249

(1)

Implementing the Process Evaluation

250

(5)

Process Evaluation Strategies

251

(1)

Information Gathering

252

(1)

Analysis

253

(2)

Implementing the Outcome Evaluation

255

(3)

Routine Outcome Measurements

255

(3)

Implementing the Efficiency Evaluation

258

(1)

Experimental Design Options

259

(1)

Issues in Human Service Evaluation

260

(2)

Summary

262

(1)

Discussion Questions

263

(1)

Group Exercise

263

(1)

Evaluating the Consultation and Education Department

263

(1)

References

264

(3)

Leading and Changing Human Service Organizations

267

(36)

Transactional and Transformational Leadership

269

(1)

The Manager as an Articulator of Values

270

(3)

Ethics: The Implementation of Values

271

(2)

The Manager as an Architect of Culture

273

(2)

The Manager as Developer of Vision

275

(2)

The Manager as a Teacher

277

(1)

The Manager as a Designer

278

(1)

The Manager as a Political Actor

278

(2)

Organizational Change in Human Service Organizations

280

(2)

Administrative Change through Leadership

282

(1)

Use of Consultants

283

(6)

Types of Consultation

284

(2)

Some Common Consultation Technologies

286

(2)

Selecting and Using Consultants

288

(1)

Staff-Initiated Organizational Change

289

(1)

Why Organizational Change Efforts Often Fail

290

(1)

A Comprehensive Change Model

291

(6)

Preconditions

292

(1)

Action System Development and Maintenance

292

(1)

Current State

292

(1)

Future State

293

(1)

Gap Analysis

293

(1)

Analysis of Driving and Restraining Forces and Stakeholders

293

(2)

Initiation

295

(1)

Implementation

296

(1)

Institutionalization

296

(1)

Summary

297

(1)

Discussion Questions

297

(1)

Budget Cut

297

(1)

References

298

(5)

Meeting the Challenge of Organizational Achievement

303

(28)

Human Service Management Functions: A Systems Perspective

305

(4)

Managing the Environment

305

(1)

Planning and Program Design

305

(1)

Organizational Theory

306

(1)

Organization Design

307

(1)

Human Resource Development

307

(1)

Supervision

307

(1)

Financial Management

308

(1)

Information Systems

308

(1)

Program Evaluation

308

(1)

Leadership and Organizational Change

308

(1)

Putting It All Together through Leadership

309

(1)

Growth and Renewal for the Manager

310

(2)

Team Development

312

(3)

Ensuring the Ongoing Growth of the Organization

315

(5)

Organizational Life Cycles

315

(1)

Employee Attitude Surveys

316

(1)

The Management Audit

317

(1)

Cultural Competence Assessment

317

(1)

The Learning Organization

318

(2)

Transitioning to Management

320

(2)

The Need for Managerial Excellence

322

(2)

Conclusion

324

(2)

Discussion Questions

326

(1)

Deinstitutionalization

326

(2)

References

328

(3)

Appendix Management Audit

331

(7)

Author Index

338

(5)

Subject Index

343

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Management of Human Service Programs

Summary

Table of Contents

Supplemental Materials