Evaluation with One Eye Closed: The Empiricist Agenda in Social Work Research

Please address requests for reprints to Peter Raynor, Centre for Applied Social Studies, University College of Swansea, Singleton Park, Swansea SA2 8PP. Summary This paper was originally presented at a conference on ’theeffectiveness of social work‘ at Swansea in 1981. It arguesagainst a narrowly empiricist model of evaluation in socialwork, suggesting that while such a model may help to improvethe technical efficacy of methods, it can tell us little aboutthe desirability of the goals towards which our methods aredirected, or the social functions which they serve. The finalsection points to some possible resources for rational discussionof areas which ’scientific‘ models of evaluationtend to neglect.     

TAXONOMY AND THE EFFECTS OF FISCAL AND MONETARY POLICY

This paper reviews the development of monetarist theory and the circumstances under which emphasis shifted to "fiscalism," discusses Bent Hansen's view that the controversy is largely a sham dispute, and suggests two types of research needed to assess, historically and theoretically, the relative practical importance of the two approaches to reduction or elimination of economic instability.     

Self-determination and Paternalism in Community Care: Practice and Prospects

Correspondence to Dr Chris Clark, Senior Lecturer in Social Work, Adam Ferguson Building, George Square, Edinburgh EH8 9LL, Email: Chris.Clark{at}ed.ac.uk Summary Self-determination is long established as a key principle ofsocial work ethics, but has seldom been the subject of empiricalresearch. This article reports on a qualitative study of theprinciples and beliefs of community care social workers in alocal authority. It is shown that, while workers retain strongattachment to traditional ideas about self-determination, theyalso appreciate that paternalistic intervention is sometimesjustified. The more recently fashionable concept of empowermentappears to have had little useful impact. The paper argues that,while the persistence of self-determination is a strength ofsocial work and should be defended, traditional practice ethicsare weak on the political issues embedded in community care.Five key issues are identified: the threat to individualizedservice under care management; the problematic determinationof mental competence; social ambivalence about the extent offamily responsibility for dependent adults; the threat to equityarising from variable interpretations of self-determination;and the excessively elastic interpretation of empowerment.     

The Enduring Relevance of Case Management

Correspondence to Peter Ryan, School of Health, Biological and Environmental Sciences, Middlesex University, Archway, 7, Highgate Hill, London N19 5NF Summary This article summarizes the main results and policy implicationsof a Department of Health funded mental health case managementresearch and development project. The project implemented casemanagement services in four different sites, and worked withclients who were severely disabled with long-term mental illness.Higher levels of engagement (95 per cent) were achieved by case-managedas compared to control clients. They were also linked to a widerrange of community services. However, costs of the experimentalservices were higher, and client outcome variable. In two sites,case-managed clients achieved significant improvements in psycho-socialadjustment, whereas on the third site, there were no differencesin outcome between the control andexperimental clients. The article concludes that case management continues to be amode of service delivery which can achieve real benefits forclients in terms of preventing them from falling through thenet, and in linking them in responsive ways to community services.However, the increased costs can make it an unattractive optionfor purchasers, and ways need to be found to retain the establishedbenefits, whilst reducing the costs to service purchasers.     

AN IMPROVED HEURISTIC FOR STAFFING TELEPHONE CALL CENTERS WITH LIMITED OPERATING HOURS

Many telephone call centers that experience cyclic and random customer demand adjust their staffing over the day in an attempt to provide a consistent target level of customer service. The standard and widely used staffing method, which we call the stationary independent period by period (SIPP) approach, divides the workday into planning periods and uses a series of stationary independent Erlang‐c queuing models—one for each planning period—to estimate minimum staffing needs. Our research evaluates and improves upon this commonly used heuristic for those telephone call centers with limited hours of operation during the workday. We show that the SIPP approach often suggests staffing that is substantially too low to achieve the targeted customer service levels (probability of customer delay) during critical periods. The major reasons for SIPP‘ s shortfall are as follows: (1) SIPP's failure to account for the time lag between the peak in customer demand and when system congestion actually peaks; and (2) SIPP’ s use of the planning period average arrival rate, thereby assuming that the arrival rate is constant during the period. We identify specific domains for which SIPP tends to suggest inadequate staffing. Based on an analysis of the factors that influence the magnitude of the lag in infinite server systems that start empty and idle, we propose and test two simple “lagged” SIPP modifications that, in most situations, consistently achieve the service target with only modest increases in staffing.