Textbook of Social Administration: The Consumer-Centered Approach

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A hands-on guide to making human services work

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.
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What People Are Saying

Leon Ginsberg
Poertner and Rapp provide a modern, updated approach to human services administration—with a focus on the consumers of services. Their models of management center on services to people, several steps beyond the emphasis on adapting business management approaches to social services. . . . Minimizes jargon and provides content on such current issues as contracting with government for the payment for services and evaluation methods for documenting effectiveness. . . . A welcome addition to the human services administration literature and one that is LIKELY TO BE WIDELY USED IN TEACHING AND SCHOLARSHIP. (Leon Ginsberg, PhD, Social Work Program Director, Appalachian State University and editor, Administration in Social Work)
Tom Packard
As in their earlier book, Poertner and Rapp maintain A LASER FOCUS ON THE KEY ISSUES AND PRIORITIES IN SOCIAL WORK ADMINISTRATION, starting with an emphasis on achieving outcomes for the consumer. This consistent focus on purpose, consumer-centered administration, and getting results underlines the importance of these factors relative to all the administrative functions, from information systems to personnel and financial management. The authors give thorough and proper attention to the importance of program design, with an emphasis on the use of theory and research, which is especially important as evidence-based practice becomes more prominent. . . . Application exercises, built into the text, will be very useful in helping students apply the concepts. . . . A MOST WELCOME ADDITION TO THE HUMAN SERVICES ADMINISTRATION LITERATURE, and I am looking forward to using it as a text in my social work administration courses. (Tom Packard, DSW, Associate Professor, School of Social Work, San Diego State University, San Diego)
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Product Details

  • ISBN-13: 9780789031778
  • Publisher: Taylor & Francis
  • Publication date: 9/28/2007
  • Pages: 448
  • Product dimensions: 6.20 (w) x 8.40 (h) x 1.30 (d)

Table of Contents

Foreword (Tom Gregoire)
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

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: Identifying the Direct Beneficiary of the Program
Social Administrators' Use of the Problem and Population Analysis

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

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

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: An Example
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
Identifying Program Costs and Linking Them to Consumer Outcomes: Budgeting
Sources of Funds and Their Acquisition
Social-Service Contracting
Risk Management and Fiscal Incentives

Chapter 10. The Inverted Hierarchy
A New Metaphor
Finding Opportunity: The Foundation of the Inverted Hierarchy
Strategies for Turning Opportunities into Performance
Powerful Integrating Mechanisms: Field Mentoring, Group Supervision, and Performance-Enhancement Teams
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