Textbook of Social Administration : The Consumer-Centered Approach.
Poertner, John. Rapp, Charles A.
University of Illinois at Urbana-Champaign.
xvi, 432 p.
Taylor and Francis Group
530 Walnut Street Suite 850
Philadelphia, PA 19106
This textbook presents a framework for implementing a consumer-centered approach in social services organizations. It begins by reviewing assumptions, principles, and performance expectations of consumer-centered social administration. A framework is then presented that uses information, personnel, and additional resources to support and direct the interactions between social workers and their clients. Following an introductory chapter, Chapter 1 discusses consumer-centered social administration learning objectives, supervisory behavior that makes a difference to consumers, assumptions of consumer-centered management, and principles of consumer/client-centered practice. Principles include: venerating the clients, creating and maintaining the focus, a healthy disrespect for the impossible, and learning for a living. Consumer-centered social administration performance results are also identified. Chapter 2 then presents a model of change that relies on microskills and behaviors that managers can use to bring about change, and Chapter 3 presents an analytic framework for social program management. Chapters 4 and 5 describe the following elements of the program framework: analyze the social problem, determine who the direct beneficiary of the program is to be, determine the social work theory of helping, identify the key persons required to produce benefits to consumers, specify the helping environment, describes actual helping behaviors, and identify emotions and responses. Chapter 6 considers strategies for determining whether the program is operating as intended, and Chapter 7 discusses the selection and measurement of performance indicators. Personnel management in a consumer-centered social administration framework is covered in Chapter 8, and Chapter 9 addresses fiscal management. The final chapter uses an inverted hierarchy to illustrate key practices in a consumer-centered organizational culture and discusses change strategies. Numerous references.
Program administration; Organizational Change; Leadership; management