Measuring the Performance of Human Service Programs

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 focused exclusively on performance accountability and performance measurement in the human services.

Features in This Edition

• Provides a fundamental understanding of performance accountability and performance measurement in human service programs with comprehensive and up-to-date material
• Utilizes the systems model as a conceptual framework— a common conceptual framework in social work and the human services
• Explains the different types of output (efficiency) performance measures—time, episode, material
• Includes updated examples of efficiency, quality, and effectiveness performance measures in human service organizations
• An Instructor’s Resource site (http://www.sagepub.com/martinmeas2einstr) offers Power Point slides for each chapter and suggested assignments to accompany each chapter.
  
• Intended Audience
  This book is designed for graduate courses on social work and human services and is also a invaluable resource for practitioners in human service organizations.

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 focused exclusively on performance accountability and performance measurement in the human services.

Features in This Edition

• Provides a fundamental understanding of performance accountability and performance measurement in human service programs with comprehensive and up-to-date material
• Utilizes the systems model as a conceptual framework- a common conceptual framework in social work and the human services
• Explains the different types of output (efficiency) performance measures-time, episode, material
• Includes updated examples of efficiency, quality, and effectiveness performance measures in human service organizations
• An Instructor’s Resource site (http://www.sagepub.com/martinmeas2einstr) offers PowerPoint slides for each chapter and suggested assignments to accompany each chapter.
  
• Intended Audience
  This book is designed for graduate courses on social work and human services and is also a invaluable resource for practitioners in human service organizations.

Booknews

Begins by describing how human service providers are turning to performance measurement in response to increasing pressure to demonstrate that their programs work. Then provides details on how to measure and assess programs, with special emphasis on the various types of outcome measures, such as numerical accounts, standardized measures, level of functioning scales, and client satisfaction. A case study applies the techniques to a residential treatment center. Paper edition (unseen), $17.95. Annotation c. Book News, Inc., Portland, OR (booknews.com)

Peter M. Kettner is Professor Emeritus at the Arizona State University School of Social Work. He is the author of six books, four of which have en translated into multiple languages. He has also authored over 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 contacting 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.

Lawrence L. Martin is Professor of Public Affairs, Social Work and Public Administration at the University of Central Florida in Orlando. He was previously on the faculty of the Columbia University School of Social Work in New York City where he directed the program in social work administration. He is the author of 20 books and major monographs and over 100 articles and book chapters. His works have been been translated and reprinted in Chinese, French, Korean, Portuguese, Russian and Mongolian. He has also worked with governmental and nongovernmental organizations (NGOs) in several foreign countries.