Textbook of Social Administration: The Consumer-Centered Approach Book

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: Identifying 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: 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
Summary
References
Index