Measuring the Performance of Human Service Programs
Social service providers are under increasing pressure to demonstrate that their programmes work. Faced with this demand for greater accountability, providers are turning to performance measurement as a way of illustrating programme efficiency, quality and effectiveness.
The authors of this comprehensive volume discuss why and how performance measures have become an integral part of managing programmes in the social services. They explain the various types of performance measures - including numeric counts, standardized measures and client satisfaction - and assess their advantages and disadvantages. A case study and exercises are a special feature of the book.
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An Idea Whose Time Has Come
Determining the Number of Human Service Programs
Output Performance Measures
Quality Performance Measures
Outcome Performance Measures
Level of Functioning Scales
Issues in Reporting Performance Measurement Data
Does Performance Measurement Really Make a Difference?
Answers to Exercises From
About the Authors