Textbook of Social Administration: The Consumer-Centered Approach, 1st Edition (Paperback) book cover

Textbook of Social Administration

The Consumer-Centered Approach, 1st Edition

By John Poertner, Charles A. Rapp


448 pages

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Paperback: 9780789031785
pub: 2007-09-07
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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

Textbook of Social Administration is essential as a classroom resource for social work students interested in administration and as a professional resource for administrators in social service agencies.

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

Subject Categories

BISAC Subject Codes/Headings:
MEDICAL / Health Care Delivery