Measuring the Performance of Human Service Programs

Name: Measuring the Performance of Human Service Programs
Availability: InStock
ISBN: 9781412970617

ISBN-10: 141297061X

ISBN-13: 9781412970617

Edition: 2nd 2010

Authors: Lawrence L. Martin, Peter M. Kettner

List price: $95.00

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Description:

Today stakeholders demand accountability from government and nongovernmental human service organizations. Performance measurement has become the major method of performance accountability. So how can human service organizations develop and utilize program output, quality, and outcome performance measures to satisfy stakeholders? This Second Edition of Measuring the Performance of Human Service Programs explains in detail how to measure and assess program effectiveness. With special attention given to the four types of outcome performance measures-numeric counts, standardized measures, level of functioning (LOF) scales, and client satisfaction-this updated classic is the only resource…

Book details

List price: $95.00
Edition: 2nd
Copyright year: 2010
Publisher: SAGE Publications, Incorporated
Publication date: 5/12/2009
Binding: Paperback
Pages: 160
Size: 6.00" wide x 9.00" long x 0.35" tall
Weight: 0.660
Language: English

Peter M. Kettner is Professor Emeritus at the Arizona State University School of Social Work. He is the author of six books, 50 articles, monographs, and book chapters on the topics of purchase-of-service contracting, privatization, macro practice in social work, human services planning, and social work administration. Over his 30 year career in academia he served as a consultant to five different state human service agencies and dozens of local nonprofit agencies on their purchase of service contracting practices and in the design and implementation of effectiveness-based planning systems. In retirement he has continued his writing and consultation with local government and nonprofit… agencies.



Preface



Performance Accountability and Performance Measurement


Introduction


What is a Program?


What is Performance Measurement?


Performance Measurement and the Systems Model


Why Adopt Performance Measurement?



Putting Performance Accountability and Performance Measurement in Perspective


Introduction


The Forces Promoting Performance Accountability and Performance Measurement


The Language and Structure of SEA Reporting


Developing and Using Performance Measures



Logic Models, Human Service Programs, and Performance Measurement


Introduction


Developing a Logic Model


Agency Strategic Plan Focus


Community Problem or Need Focus


Social Problem Focus



Output Performance Measures


Introduction


What are Output Performance Measures?


Developing Intermediate Output Performance Measures


Final Output Performance Measures



Quality Performance Measures


Introduction


What is Quality?


The Dimensions of Quality


Types of Quality Performance Measures



Outcome Performance Measures


Introduction


What are Outcome Performance Measures?


Client Problems Versus Client End States


The Four Types of Outcome Performance Measures


Intermediate and Final Outcome Performance Measures


Selecting Outcome Performance Measures


Cause-and-Effect Relationships


Social Indicators as Final Outcome Performance Measures


Outcome Performance Measures and Programs of Service


Assessing the Four Types of Outcome Performance Measures



Introduction


What are Numeric Counts?


Examples of Numeric Counts


The Preference for Numeric Counts


An Assessment of Numeric Counts



Standardized Measures


Introduction


What are Standardized Measures?


The Use of Standardized Measures for Evaluation Versus Research


Difference in Standardized Measures


Locating Standardized Measures


Using Standardized Measures as Outcome Performance Measures


Translating Standardized Measures Into Numeric Counts


An Assessment of Standardized Measures



Level of Functioning (LOF) Scales


Introduction


What are Level of Functioning (LOF) Scales?


Principles in Designing LOF Scales


Translating LOF Scales Into Numeric Counts


An Assessment of LOF Scales



Client Satisfaction


Introduction


Using Client Satisfaction as an Outcome Performance Measure


Translating Client Satisfaction Outcomes Into Numeric Counts


An Assessment of Client Satisfaction



Using Performance Measurement Information


Introduction


The Town


The Agency and the Human Service Programs


Planning Using Performance Measures


Monitoring Performance


Reporting Using Performance Measures


Performance Accountability and Performance Measurement


References


Index


About the Authors