Measuring the Performance of Human Service Programs

by Lawrence L. Martin

• ISBN13: 9781412970617
• ISBN10: 141297061X
• Edition: 2nd
• Format: Paperback
• Copyright: 2009-05-12
• Publisher: SAGE Publications, Inc

Summary

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

Preface

Performance Accountability and Performance Measurement

Introduction

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

Introduction

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

Introduction

Developing a Logic Model

Agency Strategic Plan Focus

Community Problem or Need Focus

Social Problem Focus

Output Performance Measures

Introduction

What are Output Performance Measures?

Developing Intermediate Output Performance Measures

Final Output Performance Measures

Quality Performance Measures

Introduction

What is Quality?

The Dimensions of Quality

Types of Quality Performance Measures

Outcome Performance Measures

Introduction

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

Cause-and-Effect Relationships

Social Indicators as Final Outcome Performance Measures

Outcome Performance Measures and Programs of Service

Assessing the Four Types of Outcome Performance Measures

Introduction

What are Numeric Counts?

Examples of Numeric Counts

The Preference for Numeric Counts

An Assessment of Numeric Counts

Standardized Measures

Introduction

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

Introduction

What are Level of Functioning (LOF) Scales?

Principles in Designing LOF Scales

Translating LOF Scales Into Numeric Counts

An Assessment of LOF Scales

Client Satisfaction

Introduction

Using Client Satisfaction as an Outcome Performance Measure

Translating Client Satisfaction Outcomes Into Numeric Counts

An Assessment of Client Satisfaction

Using Performance Measurement Information

Introduction

The Town

The Agency and the Human Service Programs

Planning Using Performance Measures

Monitoring Performance

Reporting Using Performance Measures

Performance Accountability and Performance Measurement

References

Index

About the Authors

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