
Textbook of Social Administration
The Consumer-Centered Approach
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Book Description
Textbook of Social Administration equips social programs managers with the skills they need to produce mutually desired outcomes for their consumers/clients and for their staff. This comprehensive resource is a how-to guide to developing the management abilities needed to maintain an effective client-centered approach by using a social programs framework that uses information, personnel, and additional resources to support and direct the interaction between social workers and their clients.
How does a social administrator structure an organization so that consumers achieve desired benefits and the work still gets done in an efficient manner? This hands-on, practical guide shows how, demonstrating both the basic principles of consumer/client-centered management through a micro-skills approach and effective personnel management that produces satisfied workers—and consumers. Textbook of Social Administration demystifies human services management with a simple but powerful approach that is both passionate and informed.
Textbook of Social Administration includes:
- frameworks for organizing social administration skills
- strategies for initiating change through persuasion
- principles of consumer-centered management
- the elements of the social program analytic framework
- framework requirements for goals, objectives, and expectations
- helping behaviors
- examples of program elements that enhance consumer benefits
- applying the wrap-around approach to school-based mental health services
- managing information
- selecting and measuring performance indicators
- personnel management
- fiscal management
- the inverted hierarchy
- and much more
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