Management Of Human Service Programs

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

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ISBN: 9780495007821 | 049500782X
Cover: Paperback
Copyright: 7/31/2006

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Practical in its approach, this book introduces students to the theory and practice of managerial and leadership functions and provides important guidelines for working within agencies. The authors provide an overview of the managerial and leadership functions that a successful manager or administrator in the human services needs to understand.

Preface

Author Biographies

xvii

Facing the Challenges of Management

(20)

The Need for Managerial Competency

(3)

The Purposes of Human Service Programs

(2)

Functions of Human Service Management

(6)

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)

The Multicultural Organization

(2)

Summary

(1)

Discussion Questions

(1)

Group Exercise

(1)

Case 1: Transitions Into Management

(1)

References

(1)

The Environments of Human Service Organizations

(19)

The Characteristics of Human Service Organizations

(2)

Stakeholder Expectations

(2)

Analysis of Environmental Trends

(2)

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

(1)

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)

Agency and Environment: The Directorial Role

(1)

Summary

(1)

Discussion Questions

(1)

Case 2: Meeting the Needs of Battered Women

(1)

References

(2)

Planning and Program Design

(28)

Organizational Vision as a Guiding Principle

(1)

Strategic Planning

(8)

Selection of Goals: Operational Planning

(1)

Specification of Objectives

(2)

Management by Objectives

(1)

Program Design

(9)

Identifying and Selecting Alternatives: Best Practices and Evidence-Based Practice

(3)

Conceptualizing the Program: The Logic Model

(2)

Developing an Implementation Plan

(3)

Developing an Evaluation Plan

(1)

Summary

(1)

Discussion Questions

(1)

Group Exercise

(1)

Case 3: The Model College Counseling Center

(1)

References

(2)

Organizational Theory for Human Service Organizations

(26)

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

(3)

Open Systems Theory

(1)

Contemporary Developments

(8)

Professional Bureaucracies

(1)

Community-Based Organizations and Feminist Organizations

(2)

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)

Case 4: The Community Career Center

(1)

References

(3)

Organization Design

(18)

Dimensions of Organization Design

(1)

Criteria for the Design of an Organization

(4)

Organizational Governance: Auspices

100

(1)

Organizational Structures

100

(2)

Functional Structures

100

(1)

Divisional Structures

101

(1)

Matrix Structures

102

(1)

Linking and Coordinating Mechanisms

102

(1)

Organizational Charts

103

(1)

Line and Staff

104

(2)

Key Organizational Processes: Decision Making, Communications, and Organizational Culture

106

(2)

Summary

108

(1)

Discussion Questions

108

(1)

Group Exercise

109

(1)

Case 5: The Umbrella Organization

109

(2)

References

111

(1)

Developing and Managing Human Resources

112

(28)

Job Design

114

(3)

Hiring Practices

117

(3)

Recruitment

117

(1)

Selection

117

(2)

Orientation

119

(1)

Promotion

119

(1)

Staff Training

120

(3)

Assessing Training and Development Needs

120

(1)

Developing Training Objectives

121

(1)

Designing the Training Program

122

(1)

Implementing the Training Program

122

(1)

Evaluating Training

122

(1)

Performance Appraisal

123

(2)

Appraisal Mechanisms

125

(3)

Behaviorally Anchored Rating Scales

126

(1)

Management by Objectives

127

(1)

Critical Incident Techniques

127

(1)

Valuing Diversity

128

(1)

Federal Legislation

129

(1)

Enforcement of Federal Legislation

129

(1)

Affirmative Action

129

(1)

Diversity Implications for Human Resource Development

130

(2)

Encouraging Volunteer Participation

132

(1)

Burnout

132

(3)

Causes of Burnout

133

(1)

Preventing Burnout

134

(1)

Employee Assistance Programs

135

(1)

Summary

136

(1)

Discussion Questions

136

(1)

Group Exercise

136

(1)

Case 6: Director of Training

137

(1)

References

138

(2)

Building Supervisory Relationships

140

(29)

Supervisory Roles

141

(2)

Clinical Supervision

143

(1)

Clinical Supervision from a Multicultural Perspective

144

(1)

The Supervisory Dyad

145

(2)

The Supervision Process

147

(2)

Making the Transition to the Supervisory Role

149

(1)

Theories of Motivation

150

(3)

Content Theories

151

(2)

Process Theories

153

(1)

Applying Theories of Motivation

153

(4)

Management by Objectives as a Motivator

153

(1)

Organizational Behavior Modification

154

(1)

Reward Systems

155

(1)

Power and Influence

156

(1)

Leadership Models in Supervision

157

(5)

Blake and McCanse's Leadership Grid

157

(2)

Hersey and Blanchard's Situational Leadership Model

159

(2)

Contingency Theory

161

(1)

Democratic Supervision

162

(1)

Participative Decision Making as a Supervision Approach

162

(1)

Group Dynamics and Supervision

163

(2)

Challenges in Supervision

165

(1)

Summary

166

(1)

Discussion Questions

166

(1)

Group Exercise

166

(1)

Case 7: The Token Economy

166

(2)

References

168

(1)

Managing Finances to Meet Program Goals

169

(24)

The Financial Management Process

170

(1)

Resource Acquisition

171

(6)

Estimating Expenditures

171

(2)

Creating the Annual Budget

173

(2)

Updating the Annual Budget for an Ongoing Program

175

(2)

Limitations of Incrementalism

177

(3)

Budgeting for Results

177

(1)

Zero-Based Budgeting

178

(1)

Cost-Benefit Analysis and Cost-Effectiveness Analysis

179

(1)

Resource Development

180

(6)

Grants and Contracts

181

(1)

Writing Proposals for Grants or Contracts

182

(2)

Fees

184

(1)

Contributions and Planned Giving

185

(1)

Resource Disposition

186

(2)

Monitoring and Controlling Financial Resources

186

(1)

Cutback Management

186

(2)

Managing Multiple Funding Sources

188

(1)

Resource Reporting

188

(1)

Financial Reports

188

(1)

Audits

189

(1)

Summary

189

(1)

Discussion Questions

189

(1)

Group Exercise

190

(1)

Case 8: The Best-Laid Plans

190

(1)

References

191

(1)

Web Resources

192

(1)

Designing and Using Information Systems

193

(22)

Purposes of Information Systems

195

(2)

Measuring Performance

197

(3)

Measuring Inputs, Outputs, and Outcomes

200

(2)

Information System Design Guidelines

202

(1)

The Design Process

203

(6)

Step 1: Preparation and Committee Formation

203

(1)

Step 2: Analysis of the Existing System

204

(2)

Step 3: Detailed Design

206

(2)

Step 4: System Testing and Agency Preparation

208

(1)

Step 5: Implementation, Evaluation, and Modification

208

(1)

The Use of Computers

209

(2)

Organizational Culture and Learning

211

(1)

Summary

212

(1)

Discussion Questions

212

(1)

Case 9: Evaluation Emergency

212

(1)

References

213

(2)

Evaluating Human Service Programs

215

(30)

Purposes of Evaluation

217

(3)

Administrative Decision Making

217

(1)

Improvement of Current Programs

217

(1)

Accountability

218

(1)

Building Increased Support

218

(1)

Acquiring Knowledge Regarding Service Methods

219

(1)

Producers and Consumers of Evaluations

220

(3)

Professional Evaluators

220

(1)

Funding Sources

221

(1)

Policymakers and Administrators

221

(1)

Human Service Providers

222

(1)

Consumers and Community Members

222

(1)

The Scope of Human Service Evaluation

223

(6)

Evaluability Assessment

223

(3)

Process Evaluation

226

(1)

Outcome Evaluation

227

(1)

Efficiency and Effectiveness

228

(1)

Implementing the Process Evaluation

229

(5)

Process Evaluation Strategies

230

(1)

Information Gathering

231

(1)

Analysis

232

(2)

Implementing the Outcome Evaluation

234

(4)

Routine Outcome Measurements

234

(4)

Implementing the Efficiency Evaluation

238

(1)

Experimental Design Options

239

(1)

Issues in Human Service Evaluation

239

(2)

Summary

241

(1)

Discussion Questions

242

(1)

Group Exercise

242

(1)

Case 10: Evaluating the Consultation and Education Department

242

(1)

References

243

(2)

Leading and Changing Human Service Organizations

245

(30)

Leadership Defined

246

(1)

Transactional and Transformational Leadership

247

(1)

Articulating Organizational Values

248

(3)

Ethics: The Implementation of Values

249

(2)

Shaping Organizational Culture

251

(1)

Developing and Promoting Organizational Vision

252

(1)

The Manager as a Teacher

253

(1)

Leadership in Organization Design

254

(1)

Political Aspects of Leadership

254

(2)

Organizational Change in Human Service Organizations

256

(2)

Administrative Change through Leadership

258

(1)

Use of Consultants

258

(5)

Types of Consultation

259

(2)

Some Common Consultation Technologies

261

(1)

Selecting and Using Consultants

262

(1)

Staff-Initiated Organizational Change

263

(1)

Why Organizational Change Efforts Often Fail

264

(1)

A Comprehensive Change Model

265

(6)

Preconditions

266

(1)

Creating a Sense of Urgency

266

(1)

Action System Development and Maintenance

266

(1)

Identifying the Change Goal

267

(1)

Assessing the Current State

267

(1)

Analysis of Driving and Restraining Forces and Stakeholders

268

(1)

Initiation

269

(1)

Implementation

270

(1)

Institutionalization

271

(1)

Summary

271

(1)

Discussion Questions

271

(1)

Case 11: Budget Cut

272

(1)

References

272

(3)

Achieving and Maintaining Organizational Excellence

275

(25)

Human Service Management Functions: A Systems Perspective

276

(4)

Managing the Environment

277

(1)

Planning and Program Design

277

(1)

Organizational Theory

278

(1)

Organization Design

278

(1)

Human Resource Development

278

(1)

Supervision

278

(1)

Financial Management

279

(1)

Information Systems

279

(1)

Program Evaluation

279

(1)

Leadership and Organizational Change

280

(1)

Putting It All Together through Leadership

280

(1)

Growth and Renewal for the Manager

281

(2)

Team Development

283

(2)

Ensuring the Ongoing Growth of the Organization

285

(5)

Organizational Life Cycles

285

(1)

Employee Attitude Surveys

286

(1)

The Management Audit

287

(1)

Cultural Competence Assessment

288

(1)

The Learning Organization

288

(2)

Transitioning to Management

290

(4)

The Need for Managerial Excellence

292

(2)

Summary

294

(1)

Discussion Questions

295

(1)

Case 12.1: Deinstitutionalization

296

(1)

Case 12.2: Community Action and Mental Health

297

(1)

References

298

(2)

Appendix Management Audit

300

(7)

Name Index

307

(4)

Subject Index

311

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Management Of Human Service Programs

Summary

Author Biography

Table of Contents

Supplemental Materials