Measuring the Performance of Human Service Programs
Government and nongovernment human service providers are under increasing pressure to demonstrate that their programs work. As stakeholders demand accountability, providers are turning to performance measurement as a way of demonstrating the efficiency, quality, and effectiveness of their programs. Measuring the Performance of Human Service Programs examines the reasons why performance measurement is rapidly becoming an essential component of human service management today. The authors explain in detail how to measure and assess programs with special emphasis on the various types of outcome measures, including numeric accounts, standardized measures, level of functioning scales, and client satisfaction. As a special feature, the authors include a detailed case study with exercises to illustrate the book's concepts. Offering guidance on how to assess client outcomes, this comprehensive volume will be ideal for social work researchers and administrators.
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An Idea Whose Time Has Come
Issues in Reporting Performance Measurement Data
Does Performance Measurement Really Make a Difference?
Answers to Exercises From
About the Authors 139
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accountability administrators adult day adult day care agencies Annual Performance Measures assessment behaviors client satisfaction clinical complement of services complete treatment counseling program descriptors effectiveness perspective efficiency example federal Federal Quality Institute final output performance final outputs service focus full complement functioning scales funding GASB Hatry homelessness human service programs information and referral inputs intermediate output performance Level of Functioning LOF scales LOFscales mance measures maximum number measure is rated ment Multnomah County NBRTC number of clients number of final number of intermediate numeric counts outcome performance measures output performance measures outputs per FTE outputs service completions outputs with quality performance measurement data Performance Measures Report program provided quality performance measures receive a full reliability residential care program Responsiveness SEA reporting service efforts social problem Source staff stakeholders Table three human service total number types of outcome ultimate outcome performance unit cost reporting unit of service validity