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An Introduction to Human Services Policy and Practice: Policy and Practice,9780205197941

An Introduction to Human Services Policy and Practice: Policy and Practice

by Schram, Barbara; Mandell, Betty Reid
ISBN13:

9780205197941

ISBN10:
0205197949
Format:
Paperback
Pub. Date:
11/1/1996
Publisher(s):
Prentice Hall
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Table of Contents

Section One The Context of Human-Service Work
What are Human Services? What Do Human-Service Workers Do?
1(31)
About This Chapter
2(1)
Human-Service Networks
2(12)
Helpers Have Varied Backgrounds and Job Titles
8(3)
Helpers Have Different Agency Affiliations and Orientations
11(3)
Finding the Appropriate Human-Services Program
14(2)
Barriers That Prevent People from Getting Help
16(7)
Choosing Our Work Role within the Diversity, Complexity and Inaccurate Perceptions
23(5)
Our Attributes
24(1)
Our Lifestyles
24(1)
Our Personal Ideologies
25(1)
Agencies in the Local Community
25(1)
Interview with Stephanie Lake, Program Coordinator, Drug and Alcohol Education Project
26(2)
Conclusion
28(1)
Putting Theory into Practice
28(2)
Summary
30(2)
The Changing Nature of the Helping Process
32(57)
About This Chapter
33(1)
Society Shapes Helping Behavior
34(1)
Helping in Western Culture
34(16)
Change as a Cyclical Path
35(3)
Blaming the Victim versus Blaming the Social System
38(1)
Means-Tested versus Universal Programs
38(2)
Programs to Provide Money
40(1)
The War on Poverty
41(1)
The Welfare Rights Movement
42(1)
Culture of Poverty versus Opportunity Theory
43(6)
The War against Women
49(1)
Cycles of Helping
50(15)
Cycles in Welfare Reform
50(7)
Interview with Judi Chamberlain, Mental Patients' Liberation Front
57(3)
Recent Developments in Treating Mental Illness
60(3)
Cycles in Juvenile Justice
63(2)
Behavior Defined as a Social Problem
65(1)
Defining Problems
66(11)
The Drug Scare
66(2)
AIDS---A History of Denial
68(4)
Preventive Health Care
72(1)
Defining Family Violence
73(4)
The History of Human-Service Work
77(9)
The COS and the Settlement House Movement
78(2)
Social-Work Schools
80(1)
Current Trends in Social Work
81(1)
The Roots of the Human-Service Field
82(2)
New Disciplines
84(1)
Declassification and Deprofessionalization
85(1)
Breaking Down Boundaries
85(1)
Conclusion
86(1)
Putting Theory into Practice
87(1)
Summary
87(2)
Strategies of Intervention
89(29)
About This Chapter
90(1)
The Concept of Multicausality
91(9)
The Strategies of Intervention
100(4)
Interview with Ruth Bork, Coordinator, Disabilities Resource Center
101(3)
Direct-Service Strategies
104(1)
Caregiving
104(1)
Case Managing/Counseling
104(1)
Teaching/Training/Coaching and Behavior Changing
105(1)
Direct-Service and Systems-Change Strategies
105(3)
Group Facilitating
105(1)
Outreaching
106(1)
Mobilizing and Advocating
107(1)
Consulting/Assisting a Specialist
107(1)
Systems-Change Strategies
108(1)
Planning
108(1)
Administering
108(1)
Collecting and Managing Data
108(1)
Evaluating/Researching
109(1)
Activities and Tasks Used to Implement Each Strategy
109(4)
Gathering Data
110(1)
Storing and Sharing Information
111(1)
Negotiating Contracts and Assessing Problems
112(1)
Building Relationships
112(1)
Designing and Implementing Action Plans
112(1)
Monitoring and Evaluating Work
113(1)
Putting Together the Interventions and the Activities
113(3)
Putting Theory into Practice
116(1)
Summary
117(1)
Attitudes/Values, Skills and Knowledge
118(37)
About This Chapter
119(2)
The Professional Helping Relationship
121(3)
The Structure of the Professional Helping Relationship
121(2)
The Content of the Professional Helping Relationship
123(1)
The Pyramid Model
124(3)
Attitudes and Values Form the Base of the Pyramid
125(2)
Attitudes/Values, Skills, and Knowledge: An Overview
127(6)
Interview with John Torrente, Outreach Counselor at Sanctuary, A Shelter for Teenagers
129(4)
Attitudes and Values of the Human-Service Worker
133(10)
Patience
133(1)
Empathy
134(3)
Self-Awareness
137(1)
Capacity to Deal with Ambiguity and Take Risks
138(1)
Capacity to Ask for Help and Offer Feedback
139(1)
Belief in the Capacity to Change
140(1)
Open-Mindedness, Skepticism, and Rejection of Stereotypes
141(1)
Humor and a Light Touch
142(1)
Skills of the Human-Service Worker
143(6)
Data Gathering
143(3)
Information Storing and Sharing
146(1)
Relationship Building
147(1)
Negotiating Contracts and Assessing Problems
147(1)
Constructing Action Plans
148(1)
Implementing Action Plans
148(1)
Monitoring and Evaluating
149(1)
Basic Knowledge of the Human-Service Worker
149(3)
Human Growth and Development
149(1)
Abnormal Growth and Development
149(1)
Impact of Society and Culture on Behavior
150(1)
The Dynamics of Groups and Organizations
150(1)
Social and Political Forces That Affect Helping
150(1)
Social Problems, Populations, and Resources
151(1)
Research and Evaluation
151(1)
Conclusion
152(1)
Putting Theory into Practice
152(1)
Summary
153(2)
Values and Ethical Dilemmas
155(39)
About This Chapter
155(2)
Can Workers Be Completely Unbiased?
157(3)
Interview with Florence Miller, Advocate at WINGS, an Agency That Helps Women Who Are Addicted
158(2)
Dilemmas Surrounding the Value of Self-Determination
160(9)
Self-Determination and Child Abuse
163(3)
Self-Determination When Treatment Is Mandated
166(2)
Self-Determination Is Undermined When Clients Are Manipulated
168(1)
Some Current Ethical Conflicts
169(7)
Conflicts Surrounding AIDS
169(1)
Conflicts Surrounding the Right to Die
170(1)
Conflicts Surrounding Reproductive Choice
171(5)
Conflicting Views on the Nature of Human Nature
176(3)
The Belief That People Need to Be Civilized
177(1)
The Belief That People Are Basically Rational
177(1)
The Belief That People Are Corrupted by Society
178(1)
The Belief That People Need to be Connected to Each Other
178(1)
Conflicts Caused by Bureaucratic Demands
179(4)
Guidelines for Dealing with Conflicts in a Bureaucracy
180(1)
The Client as Our Employer
181(1)
Social Class Differences between Workers and Clients
182(1)
Conflicts Due to the Variation in National Values in This Country
183(6)
Age and Aging
184(1)
Sexual Orientation
184(1)
Interview with Buffy Dunker, Self-employed activist and therapist
185(4)
Finding Your Way through the Maze of Ethical Conflicts
189(1)
Conclusion
189(1)
Putting Theory into Practice
190(2)
Summary
192(2)
The Social Welfare System
194(61)
About This Chapter
195(1)
Surveying the Current Scene
195(1)
The Social Welfare System
196(25)
Aid to Families with Dependent Children (AFDC) General Assistance
204(1)
Social Security and Supplemental Security Income
205(2)
Medical Aid Programs
207(3)
Special Supplemental Food Program for Women, Infants, and Children
210(1)
Food Stamps
211(1)
School Breakfast and Lunch Programs
211(1)
Unemployment Insurance
212(1)
Earned Income Tax Credit
212(1)
Personal Social Services
212(2)
Vital-Service-Delivery Programs
214(2)
Services for Pregnant and Parenting Teens
216(2)
Mental Health Services
218(1)
Medical Social Work
219(1)
Developmental Disabilities
220(1)
Who Pays the Bill for Social Welfare?
221(1)
Where the Money Comes From
222(13)
Mixed Funding
223(1)
Private Enterprise and Social Welfare Programs
223(1)
Mistrust of Government
224(1)
Source of Money and Quality of Service
224(1)
Influence of the Political Climate
225(1)
Changes in the Economy
225(6)
Interview with Suzanne Dennehy, Hospital Worker's Union Intern
231(1)
Playing with Statistics---Who Is Poor?
231(4)
Child Poverty and the Future of the Nation
235(1)
The Loss of Housing
236(9)
The Homeless
237(4)
Responses to Homelessness
241(4)
Changes in Social Welfare
245(7)
The Contract With America
245(4)
Cutbacks on the State Level
249(1)
Fighting Back
249(2)
Our Vision
251(1)
Conclusion
252(1)
Putting Theory into Practice
253(1)
Summary
253(2)
Section Two Implementing Human-Service Interventions
Working with Diversity
255(50)
About This Chapter
256(1)
An Overview of the Struggle for Equality
257(5)
Impact of Prejudice on Self-Esteem
260(2)
Understanding Ethnicity
262(32)
The Definition of Culture
262(1)
Melting Pot versus Salad Bowl Theory of Culture
262(1)
Bicultural Theory
263(1)
The Difference between ``Minority Group'' and ``Ethnic Group''
263(1)
Learning about Ethnic Groups
264(2)
Oppression and Exclusion
266(1)
The Process of Acculturation
267(1)
Ethnicity, Social Class, and Gender
268(1)
Interview with Oly Reid and Inez Figueroa, Counselors at battered women's shelter
269(2)
Ethnic Identity
271(1)
Patriarchy
272(1)
The Power of Names
272(2)
Discrimination Hurts Everybody
274(3)
Institutional Racism
277(2)
Anti-Semitism
279(1)
Affirmative Action
280(1)
Immigrants
281(5)
Guidelines for Ethnic-Sensitive Human-Service Work
286(8)
Working with Women
294(4)
The Women's Movement and New Social Services
294(1)
Understanding New Theories about Women
295(1)
How Feminist Theory Influences Our Practice
296(1)
A Gender Analysis of Child Welfare
297(1)
Working with Gays and Lesbians
298(2)
Working with the Disabled
300(2)
New Definition of Disability Influences Our Practice
300(2)
Conclusion
302(1)
Putting Theory into Practice
302(1)
Summary
303(2)
Interviewing
305(45)
About This Chapter
306(1)
Characteristics of an Interview
307(22)
Purposeful Communication
308(1)
Focus and Structure
308(2)
Skill and Awareness
310(7)
Awareness of Attitudes and Values
317(4)
Core Values of the Interviewer
321(5)
Interview with Chuck Snow and Elaine Saunders, Commission for the Blind
326(3)
Structure of an Interview
329(14)
State 1: Opening the Interview and Building Rapport
330(3)
State 2: Exploring the Issues
333(9)
The Final Stage: Closing
342(1)
Recording
343(3)
Recording and Privacy
344(1)
Kinds of Recording
345(1)
Conclusion
346(1)
Putting Theory into Practice
347(1)
Summary
348(2)
Case Management/Counseling
350(39)
About This Chapter
351(2)
All Problems Are Serious Yet Ordinary
353(5)
Interview with Carmen Mejia, Family Resource Worker Department of Social Services
354(3)
Carmen Mejia as Case Manager/Counselor for Youthful Offenders
357(1)
Carmen Mejia as Case Manager/Counselor for the Elderly
358(1)
Goals of the Case Manager/Counselor
358(5)
Releasing or Changing a Negative Emotional State
359(1)
Understanding of Self and Situation
360(1)
Making Decisions
361(1)
Implementing Decisions
361(2)
The Process of Case Management/Counseling
363(7)
Getting Prepared for the Client and the Problem
363(3)
Reading and Evaluating Referral Materials
366(2)
Methods of Collecting Additional Data about a Case
368(2)
Building Supportive Relationships
370(12)
Negotiating and Refining the Working Contract
372(3)
Deciding on Problems and Priorities
375(1)
Creating the Action Plan
375(2)
Implementing the Action Plan
377(3)
Evaluating the Work and Deciding on the Next Step
380(2)
Crisis Intervention
382(3)
Defining a Crisis
382(1)
Helping the Person in Crisis
383(2)
Crisis Intervention Summary
385(1)
Putting Theory into Practice
385(2)
Summary
387(2)
Facilitating Groups
389(34)
About This Chapter
390(1)
Workers as Group Members
390(6)
Group Leadership Roles Have Been Increasing
391(3)
Example of a Human-Service Worker in a Community Residence
394(2)
Establishing and Facilitating a Group: Ten Key Questions
396(24)
What Positives and Negatives Should the Group Anticipate?
397(1)
What Phases or Cycles is the Group Likely to Go Through?
398(4)
Why Is This Group Needed? What Is Its Central Purpose?
402(4)
What Activities Will Help This Group Accomplish Its Purpose?
406(3)
Who Should be Included in the Group?
409(1)
What Structure Does This Group Need?
410(1)
What Kind of Leadership Does This Group Need?
411(3)
What Kind of Environment Will This Group Need?
414(1)
What Kind of Intervention Patterns Will Work Best?
415(1)
How Can We Keep Checking on How Well the Group is Doing?
416(4)
Putting Theory into Practice
420(1)
Summary
421(2)
Program Planning
423(40)
About This Chapter
424(3)
Basic Tools of the Planning Process
427(7)
Pencil and Paper (or Word Processor)
427(1)
Calendar/Memo Book and Clock
428(1)
Large Sheets of Newsprint, a Chalkboard, and Markers
429(1)
Directories, Schedules, and Other Resource Materials
430(1)
Clearly Focused Questions
431(2)
Interview with Raquel Rosenblatt, Program Coordinator, Fenway Project
433(1)
Phases and Steps in the Planning Process
434(26)
Phase 1: Troubleshooting
435(9)
Phase 2: Magnifying
444(7)
Phase 3: Microscoping
451(9)
Conclusion
460(1)
Putting Theory into Practice
461(1)
Summary
462(1)
Organizing and Changing Systems
463(39)
About This Chapter
464(1)
Getting to the Source of the Problem
464(3)
A Parable
465(1)
Stopping Problems at Their Source
465(1)
What Can One Worker Do?
466(1)
Checking on the Mental Health Quotient (MHQ) of a System
467(1)
Attitudes Toward Systems-Change Interventions
468(4)
Interview with Sara Wong, Staff Worker, Riverside Tenants Organizing Council
470(2)
Dilemmas of the Change Agent
472(2)
Workers Must Choose Sides
472(1)
Workers Must Choose among Competing Values
472(1)
Workers Must Overcome Resistance to Change with No Guarantee of Reward
473(1)
Workers Lack Models
474(1)
Changes Are Generated from the Top Down and from the Bottom Up
474(4)
Guarding Change
476(1)
The Targets of Change
476(2)
Methods of Organizing and Changing Systems
478(10)
Educating to Create Change
478(1)
Persuading to Create Change
479(1)
Pressuring to Create Change
480(1)
Choosing Which Method to Use and Who Should Lead the Struggle
481(1)
Learning about the History of the Problem and the System
482(1)
Locating the Sources of Power and Potential for Change
483(2)
Getting to Know the Resources of the Community
485(3)
Planning and Implementing a Change Effort
488(10)
Reaching Out to the Public
488(5)
Decision Making and Participation
493(3)
Changing the Rules, Regulations, and Power Arrangements of a System
496(2)
Rewards of Social-Change Interventions
498(1)
Putting Theory into Practice
499(2)
Summary
501(1)
Section Three Thriving and Surviving in This Field
Understanding Legal Issues
502(41)
About This Chapter
503(1)
Legal Issues That Can Confront a Worker
504(4)
Variations in the Law
508(1)
The Law as Resource
508(5)
Street-Level Bureaucracy
509(1)
Regulations: Bureaucratic Interpretations of Law
509(3)
Learning the Regulations
512(1)
The Law as Restriction
513(1)
Laws Every Worker Needs to Know
514(13)
Privacy
516(4)
Privileged Communication
520(5)
Due Process
525(2)
Helping Clients Get Their Legal Rights
527(4)
Strategies
528(2)
Preparing to Testify in Court
530(1)
Some Current Legal Issues
531(9)
Interview with Donald Boucher, Mental Health Worker
532(1)
Right to Adequate Treatment
533(1)
Right to Treatment in the Least Restrictive Settings
534(1)
Right to Refuse Treatment
534(2)
The Importance of Written Plans
536(1)
Client Involvement
536(1)
Professional Liability and Malpractice
536(2)
Categories of Liability
538(2)
Defenses against Malpractice
540(1)
Conclusion
540(1)
Putting Theory into Practice
540(1)
Summary
540(3)
Staying Current and Avoiding Burnout
543(40)
About This Chapter
544(1)
Why Stay in the Field?
545(1)
Burnout: Symptoms and Causes
546(1)
Symptoms of Burnout
546(1)
Causes of Burnout
547(14)
Psychological Conflicts
548(1)
Conflicting Social Values
548(1)
Interview with John Templeton, Welfare Worker
548(3)
The Bind of the Double Message
551(1)
Increased Bureaucratization
552(1)
Low Salaries and Increased Dissatisfaction
553(1)
Insurance and Government Reimbursement
553(1)
Time Pressures
554(1)
Lack of Resources outside the Agency
555(1)
Lack of Support from the Agency
556(1)
Pressures Exerted by Clients
557(1)
Stigma, Discrimination, and Status Ranking
558(1)
Hazards of the Work
559(2)
Some Reactions to Stressful Conditions
561(3)
Total Capitulation
561(1)
Total Noncapitulation
562(1)
Niche-Finding
562(1)
Victim Martyr
563(1)
Withdrawal
564(1)
Staying Alive---Positive Adjustment
564(16)
Combating Stress
565(1)
Problem Solving
565(1)
Gaining Power through Knowledge
566(2)
Getting Support
568(2)
Formal and Informal Groups
570(5)
Choosing Your Fights
575(1)
Creative Ways of Working
576(1)
Varying the Work
577(1)
Sharing Ideas
577(2)
Setting Limits on Self and Others
579(1)
Conclusion: Why We Stay in This Field
580(1)
Putting Theory into Practice
581(1)
Summary
581(2)
Glossary 583(7)
References 590(20)
Index 610


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