Textbook of Social Administration The Consumer-Centered Approach

Foreword (Tom Gregoire) Acknowledgments Introduction. Consumer-Centered Social Administration: What This Book Is About and How to Use It Assumptions, Principles, and Performance Expectations of Consumer-Centered Social Administration Frameworks for Organizing Social Administration Skills Structuring the Organization for Maximum Consumer Benefit: The Inverted Hierarchy A Note to Readers on How to Use This Book Chapter 1. Consumer-Centered Social Administration Social Administration and Outcomes for Consumers: What We Know Assumptions of Consumer-Centered Management Principles of Consumer/Client-Centered Practice Management as Performance Chapter 2. Initiating Change Through Persuasion: The Microskills Approach Persuasion: Some Basics Gender and Cultural Differences in Persuasion Strategies to Enhance Perceived Behavioral Control Strategies to Change the Attitude Toward a Behavior Strategies to Change the Normative Component Strategies to Help Move from Intention to Behavior Summary Chapter 3. An Analytic Framework for Social Program Management Principles of Consumer-Centered Management and Social Program Specifications Research That Supports the Social Program Analytic Framework What You Need to Know to Begin Program Analysis The Elements of the Program Framework Program Element: Social Problem Analysis Program Element: Identify the Direct Beneficiary of the Program Social Administrators’ Use of the Problem and Population Analysis Summary Chapter 4. Specifying and Managing the Social Work Theory of Helping What Is a Theory of Helping? Framework Requirements for Goals Framework Requirements for Objectives Framework Requirements for Expectations Social Administrators’ Use of the Theory of Helping Summary Chapter 5. Program Framework: The Rest of the Story Stages of Helping Key People Required for the Consumer to Benefit: Who Needs to Do What? The Helping Environment Emotional Responses The Actual Helping Behaviors Creating Attractive Programs Examples of Social Administrators’ Use of Program Elements to Enhance Consumer Benefits Example Program Specifications: The Application of the Wraparound Approach to School-Based Mental Health Services Summary Chapter 6. Managing Information: Determining If the Program Is Operating As Intended The Power of Measurement The Effects of Feedback on Performance The Learning Organization The Human Service Cockpit Piloting the Human Service Program: Establishing and Using a Performance-Improvement Strategy Chapter 7. Selection and Measurement of Performance Indicators Selecting Outcome Measures Measuring Consumer Outcomes Measuring Performance That Supports Consumer Outcomes Innovative and Powerful Report Designs Chapter 8. Personnel Management Principles of Consumer-Centered Social Administration and Personnel Management The Tasks of Managing People The Special Case of Volunteers The Environments of Personnel Management Overview of Related Research Task 1: Creating and Reinforcing a Consumer-Centered Unit Culture Task 2: Designing Jobs So That Consumers and Workers Achieve Desired Results Task 3: Recruitment and Selection to Match People to Jobs Task 4: Maintaining a System of Performance Appraisal, Feedback, and Rewards That Informs and Energizes Staff Task 5: Assisting Workers in Developing Skills and Enhancing Their Careers Through Supervision: Training Task 6: Using Standard Procedures, Specific to a Field of Practice, to Maintain Policies, Procedures, and Training That Focus on Worker and Consumer Safety Chapter 9. Fiscal Management The Principles of Consumer-Centered Management and Resource Management Identif

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John Poertner, Charles A. Rapp