Human Service organizations: an Australian perspective

Theoretical models or frameworks of change in human service organizations, both governmental and non-governmental, must adapt to the changing circumstances faced by such organizations in the later 1980s and 1990s. Too often change no longer means innovation initiated from within a service organization in order to improve service to its clients, but rather change engendered or enforced from outside the organization which may have uncertain or adverse implications for clients, target groups, or staff. Major changes may have to be implemented within tight time limits and in situations of high intra- and inter-organizational conflict. In such situations, sequential models of organizational change based upon a rational problem solving process, developed during the more favourable era of the 1970s, may be of limited use. A complementary framework for analysis and action planning can be built upon four dimensions of change identified here as rational-empirical, social-systems, power-politics and values-vision. These dimensions offer a comprehensive framework for understanding and intervening in various aspects of the change process, such as assessing the forces for and against change, preparing an organization for change, building up a change system, selecting change strategies, and evaluating a change process. Such a framework can be useful to those seeking to influence change in various alternative directions.     

Human Service Organizations: Useful Category or Useless Jargon?

In recent years a growing body of literature has examined the peculiar features of human service organizations and the difficulties which these pose for their administrators. This paper begins by reviewing recent writings on this subject, noting the differing emphases emerging from social welfare and public administration backgrounds respectively. The definition of human service organizations is then reconsidered, suggesting that it is useful to examine their characteristics in terms of two clusters of features: one related to their public source of mandate and resources, and the other related to the nature of the services they provide. A proposed definition based on these two clusters of features makes explicit two characteristics generally assumed in previous definitions of human service organizations; their purpose of meeting socially recognized needs, and the relatively powerless position of their clients. The definition proposed, rather than setting categorical boundaries, provides a model against which the features of a variety of organizations which wholly or partly fit it may be examined. The implications of the identified features of human service organizations for their administration are considered briefly, with particular reference to such problematic issues as the clarification of goals, the rights of consumers and the evaluation of services. It is suggested that the training and development of administrators for human service organizations must be based on an understanding of the particular difficulties and challenges arising from the nature of these organizations.     

Third Sector In Transition – A Question of Sustainability for Community Service Organizations and the Sector?

Third sector organizations are transitioning towards entrepreneurial and managerial models as a result of quasi‐market strategies. This paper reports on the research findings of a survey of nonprofit disability organizations in Queensland and Victoria impacted upon by quasi‐market reform. Enterprising organizations were found to have made substantial change to organizational structures and systems, whilst more traditional organizations made few changes. All organizations demonstrated commitment to a social justice ethos. However across the organizational archetypes there were reports of an organizational ‘fragility’. It is argued that the problems of sustainability of community service organizations that existed prior to quasi‐market reforms remain. This implies community service organizations will experience ongoing difficulties in the post‐market era without further rationalization and change. A conceptual framework for sustainability of the community service sector is presented at the policy and organizational level.     

The effectiveness of services marketing: perceptions of executive directors of gerontological programs

Interest in marketing services, as opposed to products, has gained considerable momentum in recent years. The author conducted a survey of human service executives in six metropolitan areas to gauge the current status and efficacy of marketing efforts in programs for the aged. Findings confirm that the majority of health and social service organizations now employ marketing strategies of some kind, although somewhat insensitive and inadequate. The most common indicator of marketing success has been increments in the number of clients served. Health organizations are significantly more likely to measure the effectiveness of marketing efforts than social service agencies. Agencies commonly employ multiple marketing strategies, with face-to-face approaches proving to be the most effective. Least effective are public service messages and commercials on television/radio. The author suggests recommendations for mounting more efficacious and sensitive marketing programs in the human services.     

Strategic philanthropy: an opportunity for partnership between corporations and health/human service agencies

The study is a national survey of corporate philanthropy programs. The original problem underlying the study is the long-term decline in the percentage of total corporate contributions to health and human services. A questionnaire, mailed in May of 1993, was used to investigate the impact of strategic philanthropy on the relationship between corporations and health/human service organizations. Corporations strategically prioritizing their philanthropic support were expected to create new opportunities for partnerships between business and health/human service agencies. The survey resulted in a sample of 226 corporations. The results showed statistically significant support for the hypothesis that highly strategic philanthropy programs will be more likely to enter into a health/human service partnership than less strategic programs. The multiple regression analysis method was used to control for the effects of corporate size, industry type, the (corporate) contributions management organization, and United Way credibility. Based upon the results of the study, United Way is recommended to consider new roles for itself as a facilitator of partnerships between business and health/human service organizations.     

Improving the working environment for workers in children's welfare agencies

The working environment and workplace ecology of children's welfare agencies is important to the quality of their service provision. In the past, restructuring and professional development and training have been standard responses to changing needs and demands on children's services but have generally failed to improve the working environment. This research argues that concrete strategies can be developed from a detailed understanding of significant factors impacting on workers' satisfaction and morale. The specific stresses and rewards impacting on workers in three children's welfare services in Australia were investigated over a 12-month period to obtain preliminary information for the formulation of strategies likely to improve satisfaction and morale. The participating organizations were of different size, organizational structure, responsibilities and philosophy. Most factors identified in the study applied across the different organizations. Using a combination of journal writing, recording of critical incidents, relationship mapping and workshops, child welfare workers documented their day-to-day work experiences, outstanding events and networking activities. The narrative data were analysed using force field analysis and quasi-stationary equilibrium analysis based on a categorical framework of individual, team, organizational and political factors. Job satisfaction was strongly linked to intrinsic aspects of the work itself, that is, achieving outcomes for clients. Dissatisfaction with the job was strongly linked to organizational constraints, and strong team identification counterbalanced constraints. Largely unmentioned were political issues, professional practices and ideological and religious beliefs that undoubtedly impacted on practice. This research suggests some concrete steps to enhancing the quality of workplaces in children's welfare services.     

Partnerships, Power and the "New" Politics of Community Participation in British Health Care

Multi–sectoral approaches to health improvement in its broadest sense have entailed an emphasis by the British government upon partnership working in and around community involvement in planning processes. New service planning and delivery organizations in the health service—primary care groups and primary care trusts—thus have to ensure that public and patient involvement strategies reflect a coordinated, if not integrated, multi–sectoral approach to such involvement. But how are these enforced partnership arrangements shaping the approach taken by primary care groups and trusts to the issue of public and patient involvement? More particularly, is the traditional dominance of health service managers and the medical profession in decision–making processes under challenge? This article draws on a study of primary care groups and trusts in three districts in order to gauge perceptions and calculations with regard to partnerships for involvement. Results appear to suggest that health service managers and practitioners continue to exercise considerable influence in comparison to that of patients and citizens. But, if the findings are viewed in the broader contexts of government managerialist strategies of surveillance and accountability and the growth of service–user and advocacy organizations, partnerships may offer significant scope for “lay” challenges to managerial and medical power.     

The Devils in the Detail: Some Reflections on Contracting for Social Care by Voluntary Organizations

This paper explores the political origins and the process of introduction of the community care policy in the United Kingdom. The particular concerns of voluntary organizations in the face of the new responsibilities conferred upon them by legislation and their expectations of likely outcomes are examined. Evidence from a recent research study undertaken as part of the ESRC's Contracts and Competition Programme is then employed to draw up a preliminary balance sheet of the actual experience of voluntary bodies, their role in the operation of community care policy and their changing relationships with other agencies and the users of services.     

Strategic administration of nonprofit human service organizations: a model for executive success in turbulent times

Rapid and unprecedented changes in our modern society have created extremely turbulent environments for nonprofit human service organizations. These changes threaten to transform the very nature of our business in ways difficult to predict and prepare for. The author examines the collective views of 21 purposely sampled executive directors in the city of Baltimore, Maryland on the future of the nonprofit human services sector. In 1 hour face-to-face interviews, subjects were asked to respond to three questions. What major trends will impact the nonprofit sector in the near future? What potential impact do you see these trends having on the nonprofit sector? What strategies would you recommend that executive directors take today to ensure success of their organization in the future? Narrative responses to each question were aggregated, organized into dominant views, and summarized. Subjects identified a host of social, political, economic, and technological trends that will have major effects on the future of the nonprofit sector. Subjects recommend a variety of tactics for helping an agency respond successfully to these forces. These tactics emphasize three critical areas of strategic administration: planning, management, and leadership.     

From a Bird's Eye View? A Comparative Analysis of Governance and Network Integration Among Human Service Organizations

ABSTRACT

It is widely recognized by social workers and human service administrators that interorganizational networks are an important aspect of the everyday reality of human service organizations. A well-integrated network is defined as a network in which all organizations are connected and the resource exchange among all network actors is guaranteed. To analyze the integration of service networks, this study conducts a social network analysis of four networks among service organizations governed by a shared-participant type of governance. The results indicate that in networks in which the governance is more developed and mature, the structure shows a high level of integration. The analysis and results show that governance leads to an integration of the efforts of diverse service organizations, ultimately increasing the responsiveness of the entire network toward the complex problems of the target group. Future recommendations include discussing further qualitative and quantitative research efforts and the role of shared-participant governance.     

过渡治理情境下的中国社会服务困境:基于Z市社会工作服务的研究

社会工作近十年来在创新社会治理的推动下发展迅速。本文将重点关注于社会服务组织的服务供给过程及其导致的社会服务困境。通过对治理情境的拓展分析,引入过渡治理情境概念,分析我国社会服务供给。在此情境下,本文以Z市家庭综合服务中心为例,围绕自由裁量权这一概念讨论社会服务组织的服务供给策略及其所导致的服务困境。在过渡治理情境中,消极的自由裁量权与社会工作的半专业化发展结合在一起,社会服务组织选择了“活动化”和“指标化”的服务供给,令社会服务处于创新和碎片化之间,而导致社会服务陷入困境。社会服务困境根源的解决在于建立合作的治理情境、强化本土化社工专业力量以及充分发挥第三方的社会服务供给效力。     

Factors Impacting Market Occupancy of Non‐profit Human Service Organizations in the Public Social Service Market: Focused on an Individual Level

This study aims to experientially verify which factors of non‐profit human service organizations affect market sharing activities in the public social service market. Due to market‐oriented government policies, non‐profit human service organizations, which used to enjoy stable financial resources, are now placed in a competitive position to provide their services. It is necessary to find out which organizational factors give a competitive advantage to various service providers in competition, including profit organizations, and apply them to the management and operation of non‐profit human service organizations. This is how this study started. Independent variables were organizational characteristics (organization age, total budget, number of employees), externally oriented culture (development culture, rational culture), and organizational structure (centralization, formalization), while dependent variables were the number of vouchers and total profits. Data was collected from 35 community welfare centers, rehabilitation centers, and senior centers (163 respondents) in Busan, Korea. Multiple regression analysis was conducted for data analysis. As a result of the analysis, the number of vouchers was found to be affected by development culture (+) and formalization (?), and total profit from voucher business was determined by organization age (?), total budget (+), and number of employees (+). Based on the results, this study suggests that non‐profit human service organizations should have an externally oriented culture and a flexible organization system to hold more market share in the public social service market.     

Downsizing of the nation's labor force and a needed social work response

While employers recognize that downsizings are not cyclical but rather strategic business decisions, there is not sufficient recognition of the importance of these human resources in the profitability and service quality in their organizations. The author highlights the challenge to the social work profession to sensitize management to the needs of their employees, both the released workers and the survivors. The author recommends strategies to sensitize employers to implement processes to humanize the consolidations occurring increasingly in the workforce. An emphasis is placed on the challenges to the social work profession in providing programs and services to America's businesses and employees.     

在资源与制度之间：农民工草根NGO的生存策略——以珠三角农民工维权NGO为例

摘要：观察中国民间社会的发展,对草根组织的研究必不可少。近十年来,珠江三角洲严峻的劳权状况和政府、工会的缺位,催生出一批草根性农民工维权NGO。在中国民间非政府组织整体生存环境不佳的大背景下,由于涉及“劳权”、“人权”等的敏感议题,农民工维权NGO的发展举步维艰。面对制度和资源的双重制约,草根NGO为了生存,采取了一系列策略。它们的生存状况与所持的政治意识形态和维权理念密切相关;为了补充合法性资源,草根组织不得不着眼于制度外的道义正当性,以期获得社会的支持以及政府的默认;草根组织试图通过建立顾问委员会、理事会等方式获得知识精英的背书,有的还诉诸与政府官员的个人联系。新近出现的自体制内组建的NGO为研究珠三角农民工维权NGO提供了新素材。     

To be or to be trained to be: On emerging and diverging ideological traditions in organizing day care activities for people with severe mental disorders in Sweden

Organized activities for people with severe mental disorders have until recently been the societal task of one human service organization, the medical speciality of psychiatry. With former psychiatric impatients moving out into the local community and with heavier dependence on outpatient polyclinic care, the situation is slowly changing. Day care activities for people with severe mental disorder are organized with an increasing involvement of the social services. The aim of this article is, using data from a national survey carried out in 1991 in Sweden, to describe and categorize how day care units interpret their task. Results show that claims-making activities still adhere largely to a therapeutic paradigm in spite of the outspoken social character of the work of organizing everyday life activities.     

Stochastic Evolution of Rules for Playing Finite Normal Form Games

The evolution of boundedly rational rules for playing normal form games is studied within stationary environments of stochastically changing games. Rules are viewed as algorithms prescribing strategies for the different normal form games that arise. It is shown that many of the “folk results” of evolutionary game theory, typically obtained with a fixed game and fixed strategies, carry over to the present environments. The results are also related to some recent experiments on rules and games.      

“单位制”影响下的城市社区服务发展——以广州市D社区为个案

我国的社区服务是伴随着政府职能的转变和单位体制的改革而产生和发展起来的。时至今日,计划经济体制下形成的“单位办社会”管理格局仍深深影响着城市社区服务的发展。本文以广州市D社区为个案,从文化、组织体系、社会资本等多个角度,深入分析了单位制给社区服务带来的影响,并指出,社区服务的持续健康发展应以多元化参与为基础,在现阶段尤其应当重视非营利性社区服务组织的培育。     

Implications of government funding of advocacy for third‐sector independence and exploration of alternative advocacy funding models

This paper examines the effect of funding contracts on the capacity of third‐sector organizations to effectively advocate. The relationship is not simple or obvious, with some organizations reporting 'mature relationships' with particular (state) departments, and others reporting difficulty with state or federal government jurisdictions. The paper spells out the negative effects of conflating service funding and advocacy. The paper concludes by exploring alternative institutional arrangements for the resourcing of advocacy including the establishment of a Public Interest Fund administered independently of any government department, one not requiring specific service contracts but rather evidence that it is advocating for the broader public good.     

From mutual-aid self-help to professional service

Some mutual-aid self-help organizations develop into professional-bureaucratic human service organizations. The process of transforming them involves important changes in functions. Social workers who become part of the process can learn to work efficiently despite its tensions.