A Survey of Australian Human Services Agency Software Usage

Human Services agencies use a wide range of software systems to manage caseloads, maintain records, deliver services to clients, and for interagency communication. Some systems are generic, such as Word or Excel, while some are specialized to the organization, such as specialized databases for tracking case notes. Some software systems are shared across organizations. We surveyed nearly 40 Australian Human Services agencies to ascertain the range of software currently in use by agencies and their opinions on it, with a view to identifying promising new Human Services applications. We interviewed representatives from a selection of smaller agencies. This resulted in detailed feedback on key issues to consider when developing and deploying new Human Services software.     

Residential treatment: linkage with community drug treatment programs.

The realization that the program and services offered at the residential treatment center were not fully effective for some clients with multiple problems was an emotionally wrenching, but unavoidable, process. As the need for outside community substance-abuse referrals continues, it is important that ongoing relationships among agencies be established and nurtured. Dilemmas in creating these relationships have to be expected by all involved. Ways to resolve these problems must be put in place as quickly as they occur. Windows of opportunity to help residential treatment center clients with drug and alcohol problems must be recognized early on in treatment to ensure optimal services. Agencies must coordinate and cooperate with each other to be in position to seize these opportunities when they arise.     

Agency Practices Affecting Social Workers Who Treat Substance-Abusing Clients

Abstract

This study interviewed 115 MSWs with substance abuse training working in general social service agencies to determine if they viewed their settings as facilitating or hindering their work with substance-abusing clients. This study builds on the work of Lightfoot and Orford (1986) who found that social workers were more hindered than helped by their agencies' practices regarding substance-abusing clients.

Results: A majority of workers viewed their agencies as facilitating substance abuse-related work through support from supervisors and administrators, availability of substance abuse training, workers' freedom to choose clients, and opportunities to supervise others on substance abuse-related issues. Supervisor data corroborated these findings. This is a hopeful sign for the profession contrasting with considerable social work literature documenting the profession's historic ambivalence toward substance-abusing clients.     

Case management as a force for quality assurance and quality improvement in home care

To examine the extent to which case managers engage consciously in quality assurance activities for the services they purchase or arrange, semi-structured interviews were conducted with representatives of 75 case management agencies responsible for allocating home and community-based services with public funds, and 17 private, fee-for-service case management agencies. Relatively few agencies had developed formal criteria for defining quality, or systematic ways to assess it. Several types of quality oversight provided by case managers were identified: on-site review by case managers themselves, administrative review, and independent review by quality assurance staff. This article contains examples of best practices and discusses the policy implications of having case managers adopt a more explicit and rigorous role in assuring the quality of the services their clients receive.     

Trust and recognition: a comparative study of client attitudes and workers' experiences in the welfare services

Since professional conduct is important in the lives of many people, trust and recognition between professionals and their clients are critical. Social professionals administer public resources on behalf of the welfare state, and their approaches and methods of intervention are mostly founded in current welfare policy. Despite this mandate, social professionals receive little acknowledgement and recognition. This article investigates the level of public trust in the Norwegian social services compared to the national insurance agencies, and to what extent the providers of these welfare services experience recognition and public approval. A central question is whether these aspects of external appreciation influence the professionals' motivation and feelings of accomplishment. Findings indicate that the social services receive less public support than the social insurance agencies, owing to the discretionary services provided and the stigma related to social assistance. The variation in institutional trust is reflected by the differences in workers' subjective experiences. That result notwithstanding, the service providers reveal a split view of themselves: while they experience themselves positively with respect to involvement and pride in their work, they also see themselves through the deprecating eyes of the public.     

Differentiating self-neglect as a type of elder mistreatment: how do these cases compare to traditional types of elder mistreatment?

Official estimates suggest that self-neglect is the most common type of elder mistreatment. Interestingly, very few researchers have empirically assessed self-neglect as a type of elder mistreatment. In the current study, attention is given to how self-neglect cases handled by adult protective services agencies compare to other types of elder mistreatment. Comparisons are made between the needs of self-neglect clients and other protective services clients as well as the role of stress in the different types of abuse. Findings suggest that self-neglect clients are less likely to need help with certain functional activities. In addition, those who are married and those who have completed fewer years of education are less likely to be labeled as experiencing self-neglect. City differences in rates of self-neglect were also found. Not surprisingly, self-neglect clients were more likely than other protective services clients to refuse services. Implications are provided.     

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.     

Sharing the Baton,Not Passing It: Collaboration between Public and Private Child Welfare Agencies to Reunify Families

ABSTRACT

Increasingly, public sector child welfare agencies are contracting with private agencies for the provision of specialized services to clients while maintaining oversight and case management responsibilities. At the same time, funders, both private and public, are demanding that service providers partner and collaborate with one another. In this article, we present results from a study of a unique partnership between two state child welfare agencies and a private child welfare agency aimed at reunifying families whose children have been removed and placed in foster care. Data was obtained from 41 key informants using a questionnaire and a structured interview. Findings support earlier studies of collaboration, and indicate the strengths of this partnership and factors that facilitated and hindered it. The results have implications for agencies that both contract for and provide a range of child welfare services as well as other interagency relationships.     

The advocate as gatekeeper: The limits of politeness in protective order interviews with Latina survivors of domestic abuse

Within institutions that provide assistance to victims of domestic violence, professionals and volunteers work as advocates for their clients at the same time that they act as gatekeepers for their agencies. While the labor of advocacy consists of empowering clients and validating their concerns and feelings, the task of gatekeeping entails making judgments about them in order to dole out goods and services. Thirty protective order interviews and their resulting affidavits form the data for this study. These interviews take place in a district attorney's office and in a pro bono law clinic. This micro-level analysis of the verbal interaction between protective order application interviewers (both paid and volunteer) and their Latina clients investigates what positive politeness strategies can reveal about how interviewers construct the conflicting discursive identities of advocate and gatekeeper. I examine what interviewers say to clients as well as how interviewers allow clients to give their accounts of abuse. The study points to specific linguistic techniques that may leave victims feeling unaccompanied in the sociolegal system. I suggest that one consequence of the gatekeeping required of interviewers is that victim-survivors may perceive a 'second assault' by the institutions meant to serve them. Linguistic phenomena particular to Latina women in the United States are also brought to light.     

MEDIATING CUTBACKS IN HUMAN SERVICES: A CASE STUDY IN THE NEGOTIATED ORDER

The nexus between the social world of private nonprofit service organizations (NPOs) and their environment is examined through data from a national study of reductions in fiscal support and through focused interviews with a sample of chief personnel in agencies in Maricopa County, Arizona. As a study in how some organizations adjust to changes in their funding environment, these data provide a basis for assessing the relative impact of fiscal restraint on organizations, as well as accounting theoretically for the impact of structure through interpretive process, social order through social control, and the construction of a negotiated order. When faced with reductions in federal support, NPOs took different courses of action in order to avoid negative impacts. Interpreting the data from a negotiated order perspective suggests that agencies' adjustments were mediated by an awareness of the national and local contexts, the services they offered, the clients they served, and their general capacity to maximize their resource mobilization potential . In some instances this adjustment amounted essentially to redefining their relevant environment, which was accomplished by integrating the format, logic, and criteria of the external world of business. The agencies survived and in some instances prospered, but their distinctive symbolic structure was compromised.     

Managing Guardianships of the Elderly:

Guardianships and conservatorships are currently used to carry out public policy concerning protection of and advocacy for elderly people who cannot care for themselves. This article analyzes this public policy with the idea in mind that the legal aspects of guardianships and conservatorships must be linked with clinical assessment in order for public agencies to provide high quality, need-based services for individual clients. The article also explores the notion that case management for such clients involves coordination of services between the court system and human services providers.     

Evaluation of a Housing Support Program for People Who Are at Risk of Homelessness: Perspective of People Who Refer Clients

Abstract

Strategies assisting people to maintain their tenancies are at the forefront of current government policy to prevent homelessness. Based on an intensive case management model, the Housing Support Program (HSP) aimed to prevent homelessness by providing ongoing assessment, advocacy, assistance and coordination of services for clients who are deemed at risk of losing their secure accommodation.

The aim of this study was to evaluate the HSP from the perspective of the people who referred clients to the program. Twenty nine referral agents were surveyed. A focus group was also conducted. A large majority of participants (n=25, 86%) ‘strongly agreed’ or ‘agreed’ that the housing outcomes improved for referred clients after HSP intervention. Over three quarters of participants (n=23, 80%) believed that there are too few agencies actively working to support those at risk of loss of tenancy. The focus group discussion reaffirmed the role HSP plays providing continuity of care and ‘plugging the gap’ in services for disadvantaged clients.     

BOOK AND CD REVIEWS

SUMMARY

This paper presents the results of an exploratory study of one hundred sixty-six domestic violence organizations that use the World Wide Web. Domestic violence agencies primarily used the Web to promote agency visibility and provide community education, and to a lesser extent for advocacy, direct services, and securing resources. Agency satisfaction with their Website is generally high, although more than one-third of agencies reported problems. Related issues discussed include Web-based sources of client victimization, agency legal liability, agency vulnerability to online disruption, the need to create access for low-income clients, and evaluation of Web services.     

Claiming Competence: Biographical Work among Victim‐Advocates and Counselors

Advocates and counselors at agencies that assist victims of domestic violence and sexual assault argue that they are especially suited to help their clients develop safe and practical strategies to protect themselves from further abuse. Yet the backstage of these agencies can depict a reality of confusion, doubt, and sometimes fear—especially when clients’ cases do not go according to plan. Data collected from in‐depth interviews and participant observation over fourteen months show how advocates and counselors engaged in “biographical work” (Gubrium and Holstein 2000) to construct coherent and consistent narratives as competent service providers in the aftermath of their clients’ unanticipated outcomes. Calling on different discursive strategies accessible to them according to their position within the agency, both groups were able to interpret negative results as beyond their responsibility. However, the counselor's rhetoric of “professionalism” proved more effective in this regard compared with the advocates’ “empowerment.”     

The Interview for Decisional Abilities (IDA): a tool to assess the decisional capacity of abused and neglected older adults

We present the Interview for Decisional Abilities (IDA), a semi-structured tool for use by adult protective services (APS) workers as part of their comprehensive assessments of clients. The IDA was created in response to a Federal mandate to standardize the procedures and competencies of APS agencies with a view to improving client assessments and facilitating cross-jurisdictional research on adult mistreatment. The proximal aim of the IDA is to guide workers in gathering information on the ability of suspected victims of adult mistreatment to make decisions about the risks they face.     

The Impact of Managed Care on Field Instruction

Managed care is changing the provision of services to clients and the availability of field placements for students. This exploratory study, reporting on an October 1996 survey of social work field directors nationwide, confirms that placements have been lost because of managed care. Yet, it also notes that schools and agencies are reassessing their relationship and can collaborate to create different learning opportunities in the new environment. The findings have implications for deans, program directors, field directors, and regional and national organizations (such as the Council on Social Work Education) in the areas of revising the curriculum, confronting student expectations, and establishing new relationships with agencies.     

Untapped Sources for Recruiting Minority BSW Students

Abstract

Social agencies and social services units currently are experiencing a personnel crisis. Many agency employees who provide direct services to clients lack professional education. Decreasing commitment to traditional social work practice with the most vulnerable populations and increasing interest in psychotherapeutic services may account for the shortage of professionally trained social workers.     

Computer Use in Psychometric Assessment

The expansion of computer technology has created many possibilities for computer applications in the area of psychological testing and assessment. Test taking, scoring, and report writing can all be done with the assistance of computer technology. Although applying new technology in psychometric assessment can reduce costs to agencies and clients, make better use of professional time, and assist in delivering better services to clients, there are also some potential problems that need to be considered. This article evaluates the ways that computers can be used in psychometric assessment, points out the benefits of such use, and considers problems tha may be encountered with these uses.