Management of Human Service Programs

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

• ISBN13: 9780534368869
• ISBN10: 0534368867
• Edition: 3rd
• Format: Hardcover
• Copyright: 2000-11-02
• Publisher: Brooks Cole

Summary

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.

Table of Contents

Preface	v
Facing the Challenges of Management	1	(22)
The Need for Managerial Competency	2	(4)
The Purposes of Human Service Programs	6	(2)
The Domains of Human Service Organizations	8	(2)
Administrative Expertise	8	(2)
Functions of Human Service Management	10	(7)
Planning	12	(1)
Designing the Program and Organization	12	(1)
Developing Human Resources	13	(1)
Supervising	14	(1)
Managing Finances	15	(1)
Monitoring and Evaluating	16	(1)
Human Relations Skills	17	(1)
Decision-Making Skills	18	(1)
Leadership and Change Management: Keeping the Organization Responsive and Vibrant	19	(1)
Summary	20	(1)
Discussion Questions	21	(1)
Group Exercise	21	(1)
Transitions into Management	21	(1)
References	22	(1)
The Environments of Human Service Organizations	23	(19)
Uniquenesses of Human Service Organizations	24	(2)
Stakeholder Expectations	26	(1)
Analysis of Environmental Trends	27	(3)
Political Trends	28	(1)
Economic Trends	28	(1)
Social Trends	29	(1)
Technological Trends	29	(1)
From the World to the Neighborhood: ``Thinking Globally and Acting Locally''	30	(1)
Needs Assessment	30	(1)
Asset Mapping	31	(1)
Community Collaborations	32	(2)
Boundary Management: Coalitions, Professional Associations, and Networks	34	(1)
Marketing	34	(3)
Publics	35	(1)
Product	35	(1)
Place	36	(1)
Price	36	(1)
Promotion	37	(1)
Marketing and Collaboration	37	(1)
Public Relations	37	(1)
Summary	37	(1)
Discussion Questions	38	(1)
Meeting the Needs of Battered Women	39	(1)
References	40	(2)
Planning and Program Design	42	(29)
Organizational Vision as a Guiding Principle	44	(2)
Strategic Planning	46	(9)
Selection of Goals: Operational or Tactical Planning	55	(1)
Specification of Objectives	56	(1)
Management by Objectives	57	(1)
Program Design	58	(8)
Identifying and Selecting Alternatives	58	(3)
Conceptualizing the Program	61	(1)
Developing an Implementation Plan	62	(3)
Developing an Evaluation Plan	65	(1)
Summary	66	(1)
Discussion Questions	66	(1)
Group Exercise	67	(1)
The Model College Counseling Center	67	(2)
References	69	(2)
Organizational Theory for Human Service Organizations	71	(31)
Classical Theories	72	(4)
Bureaucracy	72	(2)
Scientific Management	74	(1)
Universal Management Principles	74	(1)
Classical Theories in Today's Human Service Organizations	75	(1)
Human Relations Approaches	76	(2)
The Human Resources Model	78	(5)
Open Systems Theory	83	(2)
Contemporary Developments	85	(9)
Professional Bureaucracies	85	(1)
Community-Based Organizations and Feminist Organizations	86	(1)
Japanese Management	87	(1)
Total Quality Management	88	(1)
The Excellence Movement	89	(1)
Business Process Reengineering	90	(1)
Employee Involvement and the Quality of Working Life	91	(1)
Reinventing Government	92	(1)
Learning Organizations	93	(1)
Contingency Theories	94	(2)
Summary	96	(1)
Discussion Questions	96	(1)
The Community Career Center	96	(3)
References	99	(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