Textbook of Social Administration
The Consumer-Centered Approach

Table of Contents

• 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