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Today stakeholders demand accountability from government and nongovernmental human service organizations. Performance measurement has become the major method of performance accountability. So how can human service organizations develop and utilize program output, quality, and outcome performance measures to satisfy stakeholders? This Second Edition of Measuring the Performance of Human Service Programs explains in detail how to measure and assess program effectiveness. With special attention given to the four types of outcome performance measures-numeric counts, standardized measures, level of functioning (LOF) scales, and client satisfaction-this updated classic is the only resource focused exclusively on performance accountability and performance measurement in the human services. Features in This Edition Provides a fundamental understanding of performance accountability and performance measurement in human service programs with comprehensive and up-to-date material Utilizes the systems model as a conceptual framework- a common conceptual framework in social work and the human services Explains the different types of output (efficiency) performance measures-time, episode, material Includes updated examples of efficiency, quality, and effectiveness performance measures in human service organizations An Instructor's Resource site ( http://www.sagepub.com/martinmeas2einstr ) offers PowerPoint slides for each chapter and suggested assignments to accompany each chapter. Intended Audience This book is designed for graduate courses on social work and human services and is also a invaluable resource for practitioners in human service organizations.
Table of Contents
|Performance Accountability and Performance Measurement|
|What is a Program?|
|What is Performance Measurement?|
|Performance Measurement and the Systems Model|
|Why Adopt Performance Measurement?|
|Putting Performance Accountability and Performance Measurement in Perspective|
|The Forces Promoting Performance Accountability and Performance Measurement|
|The Language and Structure of SEA Reporting|
|Developing and Using Performance Measures|
|Logic Models, Human Service Programs, and Performance Measurement|
|Developing a Logic Model|
|Agency Strategic Plan Focus|
|Community Problem or Need Focus|
|Social Problem Focus|
|Output Performance Measures|
|What are Output Performance Measures?|
|Developing Intermediate Output Performance Measures|
|Final Output Performance Measures|
|Quality Performance Measures|
|What is Quality?|
|The Dimensions of Quality|
|Types of Quality Performance Measures|
|Outcome Performance Measures|
|What are Outcome Performance Measures?|
|Client Problems Versus Client End States|
|The Four Types of Outcome Performance Measures|
|Intermediate and Final Outcome Performance Measures|
|Selecting Outcome Performance Measures|
|Social Indicators as Final Outcome Performance Measures|
|Outcome Performance Measures and Programs of Service|
|Assessing the Four Types of Outcome Performance Measures|
|What are Numeric Counts?|
|Examples of Numeric Counts|
|The Preference for Numeric Counts|
|An Assessment of Numeric Counts|
|What are Standardized Measures?|
|The Use of Standardized Measures for Evaluation Versus Research|
|Difference in Standardized Measures|
|Locating Standardized Measures|
|Using Standardized Measures as Outcome Performance Measures|
|Translating Standardized Measures Into Numeric Counts|
|An Assessment of Standardized Measures|
|Level of Functioning (LOF) Scales|
|What are Level of Functioning (LOF) Scales?|
|Principles in Designing LOF Scales|
|Translating LOF Scales Into Numeric Counts|
|An Assessment of LOF Scales|
|Using Client Satisfaction as an Outcome Performance Measure|
|Translating Client Satisfaction Outcomes Into Numeric Counts|
|An Assessment of Client Satisfaction|
|Using Performance Measurement Information|
|The Agency and the Human Service Programs|
|Planning Using Performance Measures|
|Reporting Using Performance Measures|
|Performance Accountability and Performance Measurement|
|About the Authors|
|Table of Contents provided by Ingram. All Rights Reserved.|