Managing Social Service Staff for Excellence : Five Keys to Exceptional Supervision

by Summers, Nancy

• ISBN13: 9780470527948
• ISBN10: 0470527943
• Format: Paperback
• Copyright: 2010-08-31
• Publisher: Wiley

Summary

The care of patients and clients of social service agencies is increasingly being performed by paraprofessionals or professionals with little experience. Based on Nancy Summersrs" many years of working with troubled social service agencies, this book offers the tools and information professionals need to help improve the quality of care delivered by frontline, non-clinical staff to agency clients. It includes diagnostic techniques for administrators and supervisors to use in pinpointing staff problems. Filled with interviews and numerous case examples, this guide is essential to agencies and treatment centers.

Author Biography

NANCY SUMMERS is the recent past chair of the Human Services Program at Harrisburg Area Community College¿where, for thirteen years, she oversaw the academic quality of programs on five separate campuses. In addition to teaching, Summers is licensed to practice psychology and is a training consultant for mental health professionals. For many years, she was the director of consultation and education for Dauphin County, Pennsylvania, where she worked to help agencies deliver improved services to clients, create a better working structure, and resolve internal dissension.

Table of Contents

Introduction

Key #1: Create Top-Down Support

Key #2: Connect the Employee to the Mission

Key #3: Build a Support Structure

Key #4: Be a Leader

Key #5: Promote Success

Bad Apple and Underdog Prevention

Enmeshment

Correcting a Bad Situation

Building a New Team

A Word to Administrators

Appendix

Handout: The difference between a Professional Relationship and Friendship

Sample mission statements

Ideas for Orientations

Sample Ethical Code

Customer Satisfaction Questionnaire

Table of Contents provided by Publisher. All Rights Reserved.