Cost effectiveness of an integrated service delivery model as measured by worker retention

This study sought to examine the impact of housing child welfare ongoing teams in the community, near client neighborhoods, and in a setting that also co-locates other service providers that serve the same clients. The focus was the impact of location and service integration on perceptions of worker stress and actual worker turnover. Thirty four workers from this type of setting and from a more traditional setting in two urban cities in a Southern state were interviewed. In addition turnover rates were calculated and compared. It was found that those located near clients and with staff from other agencies had better morale, lower stress levels, more positive attitudes toward clients and client contexts, knew more about the communities the clients lived in and had more chances to collaborate to solve client problems than those in a more traditional setting with co-location only with family support staff. The turnover rate was lower in the integrated service delivery setting than in either the traditional setting or the state overall. Thus, integration of service delivery benefits not only the child welfare workforce participants, but also the clients who have greater access to other service providers and to the bottom line of the agency through the retention of workers. Implications are described.     

The professionalism debate in South African public relations

Professionalism is a contentious topic in journals serving a wide range of disciplines, both internationally and in South Africa. However, there is seldom concrete empirical research into professionalism—which limits the usefulness of this debate. In response, the present study empirically investigates the perceptions of South African public relations (PR) practitioners regarding professionalism. The questionnaire-based survey shows that the professionalism problem for PR practitioners in South Africa is twofold. Firstly, the South African PR governing body has not taken ownership of the issues regarding professionalism amongst its members. Secondly, practitioners themselves are making little effort to professionalize their activities. Both parties agree on the importance of professionalization, but claim that the onus is on the other party to promote it. This situation is untenable: professionalization should be actively encouraged so as to maximize the impact of the PR profession in South Africa.     

Public nudity on cell phones: Managing conflict in crisis situations

Analyzing news coverage to recount a fast-moving, dramatic marketing PR incident that occurred in South Korea, the contingency theory of conflict management and crisis management strategies are integrated to examine how crisis is communicated and managed in a very short period of time. Several types of strategies were utilized by contending parties through the various stages of the crisis life cycle. We found evidence for a new contingent variable that should be added in the matrix of contingent factors--the importance of Internet community and Netizens as organized and influential public. Netizens played an important role throughout the crisis period in changing the organization's stance from advocacy to accommodation.     

Parallels Between Jungian and Black African Views on Dreams

This paper seeks to address the clinical difficulty of working psychodynamically with black African clients in South Africa. The paper explores the points of convergence and divergence between Jungian dream theory and black African dream theory. In many respects, these two frameworks are remarkably similar, suggesting that Jungian dream work could serve as a basis for psychodynamic therapy with black African clients. The author proposes that this dream work could bridge the historical gulf between white African (clinical social worker) and black African (client). Guidelines for cross-cultural dream analysis are suggested.     

Challenging the courtesy bias interpretation of favorable clients' perceptions of family planning delivery

Favorable client perceptions of provider's interpersonal behavior in contraceptive delivery, documented in clinic exit questionnaires, appear to contradict results from qualitative evaluations and are attributed to clients' courtesy bias. In this study, trained simulated clients requested services from Ministry of Health providers in three countries. Providers excelled in courteousness/respect in Peru and Rwanda; in India, providers were less courteous and respectful when the simulated clients chose the pill. Privacy and two-way communication were less prevalent in all three countries. The findings challenge the courtesy bias interpretation. Global results from qualitative studies may have expressed the views of the minority of clients who are not treated well by providers.     

Are case management services associated with increased utilization of adolescent mental health treatment?

Retention in treatment is one of the strongest predictors of positive mental health outcomes. Adolescents, however, are particularly challenging to retain in mental health treatment. Concurrent case management services may offer one strategy for retaining youth in mental health treatment as it aims to reduce barriers to services, coordinate multiple services, and establish a consistent relationship between each client and a single contact person. This study combines three extant data sources from the state of Kansas to examine whether youths' participation in case management is associated with increased utilization of individual and group mental health treatment, controlling for client satisfaction, severity of mental health symptoms, and demographic factors. Linear regression results indicate that participation in case management services predicts increased utilization of both individual and group mental health treatment. Case management may be a useful tool for retaining adolescent clients in mental health services. Practical implications for community mental health service delivery are discussed.     

Do it yourself. Medication management for community based clients

1. Nurses in mental health-care settings have many opportunities to influence and promote health-care behaviors through the use of long-term education programs for their clients. 2. Acquisition and mastery of client-centered medication management skills increases the likelihood of client participation in treatment at the community level. 3. Psychiatric impairment among clients may require modification of usual teaching strategies. A variety of approaches enhances the success of an education program for this client population. 4. Psychiatrically impaired clients have the right to information and education. Nurses need to continue to develop skill with regard to patient education for this challenging group.     

Public relations practitioners’ management of fake news: Exploring key elements and acts of information authentication

Using a thematic analysis of open-ended questions answered by current public relations practitioners in the United States, this study examined how public relations (PR) practitioners currently understand fake news and the strategies they use to verify information. Fake news is conceptualized as an important organizational issue that requires monitoring and management by PR practitioners. Participants identified manipulative intentions and misleading content intended to harm reputation as key elements of fake news. The current findings suggest that PR practitioners rely on both traditional news media and crowdsourcing to verify information. Finally, to differentiate clients’ content from fake news, participants emphasized the need to maintain control as the official source of information, avoid any controversies in official responses, and adhere to PR professional standards and ethics.     

Therapeutic Communication with Psychotic Clients

With the current emphasis on evidence-based practice, the significance of the social worker–client relationship as a prerequisite to client goal attainment has been de-emphasized. This is particularly problematic with regard to practice with psychotic clients, with whom practitioners often have difficulty establishing therapeutic relationships. The purposes of this article are to examine the communication deficits of persons with psychotic disorders and, with an extended example, to describe five intervention guidelines for social workers toward the goal of developing positive working relationships with them.     

Do public relations professionals understand corporate governance issues well enough to advise companies on stakeholder relationship management?

The King Reports on Governance for South Africa are internationally respected for proposing integrated reporting in a triple bottom-line business context to improve corporate governance. The most recent report, King III, views stakeholder relationship management as a key tenet of corporate governance. This raises the question whether public relations professionals (PRPs) understand the principles of corporate governance well-enough to inform and guide organizations on the management of stakeholder relationships. The views of senior PRPs at selected top performing companies were elicited on their practice of stakeholder relationship management in line with corporate governance principles. It was found that their knowledge on corporate governance was limited, although they recognized its importance. They propose six role functions for managing stakeholder relationships on a strategic or managerial level; these role functions are aligned with the King III principles on stakeholder relationships. The following three were of particular importance: developing a corporate strategy, giving advice to senior management and managing crisis communication. Different terminologies were used to build relations with stakeholders and different approaches were used to profile stakeholders. It is recommended that organizations leverage their public relations functions on strategic and managerial levels in support of their corporate governance efforts. In turn, PRPs are encouraged to ensure a deep knowledge on corporate governance issues when counseling senior management on building stakeholder relationships.     

Well balanced: 8 steps to wellness for adults with mental illness and diabetes

Serious mental illness places a tremendous burden on clients, their families, and behavioral and medical health care providers. The co-occurrence of diabetes with mental illness may further compromise daily functioning. Psychiatric nurses can make a significant difference in improving the health and medical outcomes of this client population. A partnership was developed between the University of Rochester School of Nursing and the Western New York Care Coordination Program to evaluate a novel nursing model for adults with both serious mental illness and diabetes mellitus. The Well Balanced program incorporated health promotion, disease management, nursing care management, and evidence-based practice guidelines into 8 Steps to Wellness for a community-based mental health population. During a 16-visit intervention period, psychiatric nurses interacted with 74 clients. As a result of the program, clients experienced improvements in health risk status and in their hemoglobin A1C and reported high satisfaction with the Well Balanced program.     

An initial investigation on the use of ‘Return on Investment” in public relations practice

‘Return on Investment’ (ROI) is usually defined in management and marketing literature as a measure of financial effectiveness that is concerned with the returns on capital employed in business (profit-making) activities. In public relations practice, however, ROI appears to be used in a much looser form to indicate the results of activity. This quantitative research using an online survey instrument investigated practitioner understanding of the term, primarily in the UK, with the aim of preparing a benchmark on their understanding of the ROI concept and usage of ROI as a measurement of the effectiveness of public relations activity. These findings resulted: (1) two-thirds of PR practitioners regularly use the term ROI when planning and evaluating communication activity; (2) ROI is related mainly to communication objectives (66.7%) which are more widely used than financially related ROIs (12.8%); (3) there is a clear difference in ROI practices between consultants/freelances and in-house colleagues. Nearly three-quarters of consultants and freelances (73.1%) offered an ROI formula to clients but only 26.3% of in-house practitioners have one; and (4) on the oft-discussed question of an industry-wide ROI formula, only 35.6% supported the proposition with 64.4% opposed. The survey also found that practitioner concepts of ROI are very narrowly expressed, mainly in relation to media outputs.     

Meeting the child care needs of the female alcoholic

The agency partnership described in this article has been satisfying to both the clients involved and the staffs of both agencies. The foster parents reported greater satisfaction from these fostering relationships than many others because of the short-term nature of the placement and their feeling that they were an instrumental force in healing and reuniting a family. The staffs of both agencies have enjoyed the exchange of professional information provided by the direct case contact, as well as inservice training designed to educate both staffs about the other's area of expertise. The total number of clients served has been low by original estimates. It is difficult to determine how much this has to do with client need versus the need for improved marketing of the child care option: the female alcoholic may underutilize the resource in her effort to deny the need for treatment. Further evaluation is needed. The strength of the partnership between the two agencies lies in its program flexibility, facilitated by reduced financial investment for either agency. The initial proposal was designed as a new continuum of service. The program can be adapted to meet the child care needs of the female alcoholic client as the needs change and/or become more defined.     

BRINGING CLIENTS BACK IN:

Using qualitative data from a cohort sample of 76 current or former Wall Street professionals, I argue that the perception that clients prefer homophily with their service providers shapes Wall Street careers and contributes to gender inequality. I also reveal how some women on Wall Street partially insulate themselves from biases against them by deliberately avoiding positions that are most dependent on client relationships. I hypothesize that the strength of client preferences for homophily in service providers in the Wall Street context is related to the high status of this service profession and its clients.     

Abstinence-Only: Are You Not Working the Program or Is the Program Not Working for You?

Low retention rates are common in substance use treatment programs. The dominant model of service delivery in the United States is abstinence-only, a high-threshold service delivery model requiring abstinence. What “doesn’t work” for the client—from the client point of view—is an overlooked source of insight about client engagement and disengagement. We report client counter-narratives about the choice to disengage from abstinence-based services, shifting from a story of “dropouts” to one of self-respect. Understanding why clients choose to disengage from treatment can help us as practitioners to “meet clients where they are” and enhance engagement in substance abuse treatment.     

The Production of Distinctions: Class,Gender, and Taste Work in the Lifestyle Management Industry

Drawing on participant observation and interviews, this paper analyzes the paid labor of lifestyle production. In particular, I look at jobs in the lifestyle management industry that involve making consumption-related aesthetic choices with and for clients. This is taste work, and workers are taste brokers, who mediate between clients and markets, between clients and other people, and between clients and their own desires. Taste brokers shape not only clients’ consumption decisions but also their class performances and dispositions. I argue that taste brokers also reproduce legitimate social differences in three ways: by fostering distinctions between “good” and “bad” taste; by reinforcing the association between particular tastes and particular class positions; and by casting women as both better at and responsible for making aesthetic decisions.     

Integrating Relational Perspectives in Career Counseling Practice

Sweeping changes in the world of work are transforming the very fabric of career counseling practice as clients cope increasingly with work uncertainty, including unemployment, underemployment, and precarious work. The authors describe how relational perspectives (Blustein, 2011 ; Flum 2015 ; Richardson, 2012 ; Schultheiss, 2003 ) can be infused in career counseling, with a focus on the concerns of an increasingly stressed and anxious client population. To provide a framework for the application of relational perspectives, the authors integrate and present existing relational theories and frameworks in 4 tenets that have particular relevance for career counseling practice. An in‐depth case analysis is provided to illustrate how relational perspectives can be integrated in working with clients experiencing uncertain work and associated relational challenges.     

A balanced scorecard approach to public relations management assessment

This article describes a new managerial approach to assessing Public Relations/Communications (PR/C) performance using a balanced scorecard. The balanced scorecard requires PR/C executives to develop a set of audience/client/ stakeholder, financial, improvement, and operational/process performance measures that reflect progress against a plan. More than just a measurement system, the approach is being used in a number of progressively managed organizations to clarify, communicate and manage PR/C strategy.The article reviews the current state of PR/C management assessment, illustrates the balanced scorecard framework, high lights the framework's strengths and weaknesses, describes the process of applying the scorecard to PR/C units, and provides sample applications for use in assessing, measuring and managing organizational PR/communications.Craig S. Fleisher is a professor of business policy & law and President, Canadian Council for Public Affairs Advancement (CCPAA) at the School of Business and Economics, Wilfrid Laurier University. Darren Mahaffey is in brand management with Procter & Gamble (Canada) and a CCPAA research associate.     

Managed care. The effect of case management on state psychiatric clients.

This study examined whether case management services, mandated under the managed care contract for adult clients in a medium-sized state psychiatric hospital in Tennessee between July 1996 and June 1997, were offered as specified, and the impact these services had on recidivism for individuals who were identified as having a severe or persistent mental illness. Although all of the clients were offered case management, 47% refused the service. Of the 14 who had one or more readmissions, six (43%) had case management. These findings demonstrate that health care providers must offer sufficient information to their clients so that they can use the managed care system more effectively.     

Need-service matching in substance abuse treatment: Racial/ethnic differences

This study examines the impact of ancillary health and social services matched to client needs in substance abuse treatment for African Americans, Latinos and Whites. The study uses data collected from 1992 to 1997 for the National Treatment Improvement Evaluation Study, a prospective cohort study of substance abuse treatment programs and their clients. The analytic sample consists of 3142 clients (1812 African Americans, 486 Latinos, 844 Whites) from 59 treatment facilities. Results show that racial/ethnic minorities are underserved compared to Whites in the substance abuse service system. Different racial/ethnic groups come into treatment with distinct needs and receive distinct services. Although groups respond differentially to service types, substance abuse counseling and matching services to needs is an effective strategy both for retaining clients in treatment and for reducing post-treatment substance use for African Americans and Whites. Receipt of access services was related to reduced post-treatment substance use for Latinos. Study findings are relevant to planning special services for African Americans and Latinos.