Risk Management in Online Human Services Practice

SUMMARY

The growing use of the Internet for human service practice has resulted in ethical and legal issues that have yet to be fully addressed by current professional codes of ethics and the courts. This paper describes issues and risk-management procedures related to online human service practice, including: use of novel and untested services, unclear jurisdiction, equivalence of face-to-face and online practice, duty to warn and to provide emergency services, privacy and security of online transactions, establishment of fiduciary relationships, online assessment, and fees for online services. In addition, risk-management issues related to human service agency Web sites including copyright, ownership of the Web site, posting of staff names, online fundraising, online threats and disruption of services, unsolicited e-mail, and agency e-mail policies are discussed.     

A Risk Management Dilemma: how day centre staff understand challenging behaviour

This paper describes a qualitative study which explored the views about challenging behaviour of staff in day centres for people with learning difficulties. Respondents' abstract definitions stressed the relativity of the concept. However, they readily cited concrete illustrate incidents of challenging behaviour which involved physical, sexual and verbal assault, noise, non-compliance, non-communication and exposure to danger. Staff explained specific incidents variously, but mono-causally, in terms of service users' dispositions, circumstances and interaction strategies. Respondents' own actions were included in explanatory schema only rarely. Despite its nebulous definition, challenging behaviour became organisationally fixed through staff allocation methods, and through a regulatory system designed to prevent abuse. Staff, caring for large numbers of service users en masse, faced a risk management dilemma. Labelling an individual as challenging could forewarn colleagues about possible dangers. However, such strategies could damage the quality of services which a labelled person received, exacerbating the initial problem.     

Living Room Assessment

Abstract

Community living room programs, initially developed as part of the settlement house movement, strive to maintain a safe and welcoming atmosphere for clients with basic needs who can then be linked to concrete services. These rare programs do not generally include formal intake and termination criteria and are thus difficult to assess by quantitative means. In this project, the authors used the Community Oriented Programs Environment Scale (COPES) to perform a social climate assessment of a living room program at an urban homeless shelter. The agency board and staff were concerned that expanding numbers of clientele might deter potential and current members from participation and thus defeat the program's major purpose. This paper reports the social climate perceptions of staff and members and recommends agency program adjustments. This type of evaluation has implications for macro practice in determining whether nontraditional programs can be shown to meet certain human needs that complement those addressed by the broader social service system.     

Sacred time: Ensuring the provision of excellent supervision

In this study, the authors explore the beliefs and attitudes regarding what constitutes “excellent supervision” from the perspectives of frontline workers and supervisors employed by one voluntary services organization in Northern Ireland. Several themes emerged from focus group narratives, regardless of participants’ agency position, and a concept map provides an understanding of the relationships of the identified themes. This study reflects the important role of organizational context and culture in relation to staff’s ability to provide excellent supervision, as well as in sustaining organizational change efforts regardless of organizational setting. The potential of peer and/or group supervision to address improving staff support with limited resources is also suggested.     

Changing Agency Practices Toward Openness in Adoption

Abstract

The impact of openness in adoption on private adoption agencies' practices and services was examined. In 1987-89 and 1993 staff from private agencies participated in structured interviews concerning their current practices regarding openness and the services offered by the agency. Over time, agencies tended to offer a greater range of openness options. Agency personnel reported that client demand, changes in agency philosophy, and competition from independent or private adoptions were among the most salient reasons for this change. Compelled to adopt new roles in response to openness, many agencies now offer mediation services to help address requests for information or problems within the adoptive family-birthparent relationship. The perspectives of adoption staff regarding the main advantages and disadvantages of each type of openness are explored, and implications for practice are discussed.     

Diversity-The Competitive Advantage

ABSTRACT

There is increasing pressure on social service agencies to produce “results,” and often agency computer information systems are associated with efforts to do so. The current study explores worker characteristics that may interact with organizational factors in influencing data system utilization. A survey of 245 community social workers serving as field instructors was conducted. Worker skill and experience with computers accounted for a large part of the variance on the utilization of information systems followed by the user-friendliness of the system and the workers' beliefs that data are useful in their work. The findings suggest that organizations seeking to increase worker utilization of information systems will need to focus on enhancing worker's computer skills as well as assuring that the information is easy to use and is perceived as useful by workers.     

SOFTWARE REVIEWS

ABSTRACT

This report outlines the components of wiki technology and its possible applications in the human services. Wikis have the potential to manage the detailed internal and external information and knowledge that is ubiquitous in the human services. For example, a wiki would be an ideal tool to store the knowledge of how things actually work in agencies with high staff turnover or many retiring of baby boomers. Wikis offer the opportunity for veteran staff to disseminate their expertise by hyperlinking knowledge about a certain operation to other operations or procedures. Furthermore, since wikis can be updated by all users, the knowledge can be easily and instantly updated as the human services environment changes. Wikis also offer the capacity to track and manage user changes. The report describes a specific external wiki application for capturing and disseminating community referral information.     

The Impact of Automation on Attitudes and Productivity in a Human Services Agency

Summary

This paper presents the results of a research project designed to assess the impact of an automated case management system on the time utilization and attitudes of human services employees. Based on this 10 week evaluation study, the desired benefits in efficiency, effectiveness and quality of work life were not achieved. Limitations of this study were the constraints in the length of time the evaluation could be conducted and the small sample size available. The findings of this research highlight the need for employee assistance program managers to be sensitive to and knowledgeable about the potential sources of stress as well as the potential benefits in introducing computer technology into the human services delivery system.     

Client Satisfaction with Home Care Services in Rural Russia

Abstract

The objective of this work is to explore the satisfaction of a sample of 300 frail elders living in a rural Russian area with the support services provided by social service agency staff. The client population lives in extremely difficult conditions in terms of housing and associated communal services. They reported very high levels of satisfaction with the agency-provided services, both general satisfaction and their satisfaction with the specific services received during the reference visit inquired about by the interviewer. The degree of satisfaction is likely related to the difficulty of their living environment and their probable poverty, as well as the quality of services received. Attempts to relate the variance in the satisfaction ratings to the extent of activity limitations and the volume of formal and informal care using multivariate analysis met with limited success, owing in part, at least, to the limited variance in the dependent variables. Nevertheless, the patterns identified are broadly consistent with expectations based on modeling previously done for the U.S. populations receiving at-home care. The results clearly indicate the value of providing such services to frail elders in such circumstances.     

Methodology out of context: Getting Zimbabwean entrepreneurs to participate in research

This paper reports on a project carried out in Zimbabwe in 1998. The aim of the work was to develop a methodology, based upon participative techniques, which could be adapted for use by the UK's Department for International Development (DFID) in assessing entrepreneurs' perception of government and non-government business support services. The overriding purpose of the project was to improve DFID's policies towards facilitating an enabling environment for the private sector. The project was commissioned in order to alter the conventional donor agency approach to businesses in Africa of using questionnaires. Instead, the project team developed a system of semi-structured interviews with individual entrepreneurs and managers, supplemented by a variety of visual techniques and collective workshops incorporating the participants themselves, government representatives and agency staff. Whilst the techniques used are not in themselves unique, the approach certainly is, within an African context.     

The Perspective from the Field on Computer Literacy Training Needs

Summary

Rapidly evolving computer technology is changing agency life and social work practice and challenging schools of social work to incorporate such information technology into their curriculum in order to prepare students for these changes. This article describes one effort to meet this challenge: a planning and data-gathering approach utilized by the School of Social Work at the University of Washington to integrate classroom and practicum preparation with computer applications in the field. As part of this process, human service agencies that serve as practicum training sites and potential employers for master's level students within the Seattle metropolitan area were surveyed.

Based upon findings from this survey, this article presents an agency-based perspective on computer literacy training needs through addressing the questions of who is using what computer tools, toward what service ends, with what expected level of proficiency, and with what future needs and directions in mind. Implications of these field-based findings for curriculum planning, for prac-ticum development, and for the conceptualization of computer literacy within human services are identified.     

Advocacy by Nonprofit Human Service Agencies

Abstract

This article reports and analyzes findings of a mixed-methods study which examined correlations between select organizational factorsbudget size, staff size, age, local government funding, and leadership-and the advocacy behavior of human service agencies in Washington, DC. Surveys were sent to 100 agency executive directors, and 43 were returned. Follow-up interviews with staff from the five highest scoring and five lowest scoring agencies are reported. Findings show that budget size, staff size, leadership, and local government funding are positively correlated to agency advocacy behavior. Barriers and enhancements to agency advocacy behavior are also discussed.     

A Multi-Method Evaluation of the Teen Pregnancy Hotline in Taiwan

The present study examines the outputs and qualities of the thirteen teen pregnancy service hotlines in Taiwan that were funded by the Children’s Bureau in 2004 and 2005. The evaluation was made through agency visits, focus groups, document reviews, call-in tests and the use of a management information system. The results show that the average number of calls was low, and one agency did not receive any calls during the time period examined. The quality of services varied, and the advice provided by the hotline staff was influenced by the value orientation of the agencies. Most callers were adult women, and the major services they received were information and emotional support. The service characteristics were heavily affected by the goals and routine tasks of the agencies as certain agencies applied their existing services to the program without assessing their fitness to the needs of the potential clients. Suggestions for service improvement are provided, including an islandwide hotline to be set up and operated by a single agency with high accountability. Implications for program monitoring and documentation, staff training and knowledge-sharing, and service advertisement and promotion are also discussed.     

International Dimensions of Diversity

SUMMARY

“The globally aware and knowledgeable social work manager will actively engage in extending relevant services to new populations, creatively attract and organize a multicultural staff, assist staff in taking on practice situations that involve other countries, make use of knowledge and practice innovations from abroad, and participate in shaping agency and community policy relating to the internationalization of social realities” (Healy, in Estes, 1992, p. 84).     

You’re Deaf? Breaking through Myths for Effective Therapeutic Practice

ABSTRACT

Most mental health practitioners provide services to hearing clients and might be unprepared when a deaf individual requests services. The purpose of this article is to explore commonly held stereotypes and myths about deaf people and to provide guidance to clinicians who encounter deaf clients in their practices. Myths and stereotypes can affect the way clinicians perceive their clients’ needs. This can lead to miscommunication, misunderstanding, and misinformation, which can harm the therapeutic relationship, thus making effective therapy unattainable. Clinicians should reframe these beliefs and overcome barriers to make way for the therapeutic process to begin.     

Preparing Social Workers for Child Welfare Practice: An Innovative University–Agency Learning Collaborative

This paper describes the evolution of a university–community child welfare learning collaborative based on an adaptation of the teaching hospital concept. This partnership between an agency providing a range of child and family welfare services and two university units, the school of social work and outreach, was intended to accomplish multiple agency, university and community goals: implement best practices in the agency, enhance social work education, increase staff resources in child welfare, influence public policy, and improve the lives of children and families in the child welfare system. The major strategy was ‘Grand Rounds’ modeled after the system used to train medical students through multiple transactions with experts in a clinical setting. The first year was very successful, with students, agency staff and faculty giving the sessions high ratings in content, quality and utility. One key to the success of the initiative was that it was an agency‐driven process and was based on working relationships of mutual respect and trust. Building such relationships takes both time and effort. Future challenges will include garnering the resources, both human and financial, to sustain the collaboration over time.     

A Computer-Integrated Approach to Program Evaluation

Abstract

Outcome evaluation of group work intervention in residential agencies. Development of a management/clinical information system and related computer applications.

Program evaluation as discussed in this article describes a service delivery-focused approach to program evaluation which is actually designed and implemented in a residential treatment agency for delinquent youth, the evaluation approach represents a practical strategy which applies much of the current thinking and research in the area of user focused evaluation. The approach has been refined by incorporating the product of the authors' experiential learning and pragmatic adaptations which evolved out of field testing the model over several years.

The authors present the overall approach to evaluation and the development of the evaluation model within an agency context. The author's then describe the development of a computer-based system which is designed to serve as both a management information system and a clinical information system. Basic aspects of the computer-based evaluation system are presented. Throughout the article, the authors discuss process-related issues pertaining to the introduction of evaluation to both management and staff and movement toward the implementation of an automated evaluation system.