C H A P T E R 9

Question 1

mission

Answer 1

the purpose of an agency is summarized by its guiding principles

Question 2

other documents

Answer 2

goal statement, job descriptions, policies and procedures

Question 3

goal statement and job description

Answer 3

written documents that define duties and responsibilities more extensively

standards of practice and work of the staff

Question 4

organizational climate

Answer 4

policies and procedures influence this

refers to the conditions of the work environment

Question 5

structure of an agency

Answer 5

refers to the relationships among the people who work there and the departments to which they are assigned

Question 6

chain of command

Answer 6

layers of authority in an organization (decision making is a shared responsibility )

Question 7

organizational chart

Answer 7

diagram illustrating an agency’s structure

see how relationships are defined and how decision are made

Question 8

funding sources

Answer 8

affects the bulk of planning and service delivery

funding services determine whether an agency is public or governmental, not for profit and for profit

Question 9

revenue

Answer 9

funding from four primary sources

Question 10

privatization

Answer 10

Arrangement in which an agency or organization provides human service functions for a profit

Question 11

other resources

Answer 11

available funds
buildings
land
staff
equipment an supplies
skills

Question 12

community context

Answer 12

human services exist within a larger context of community
- operations, clients, services, and professionals depend on the community

environments within an agency influence the way they operate

shared vales o the community also influence how an agency operates

Question 13

four primary sources of revenue

Answer 13

federal, state and local government

grants and contracts

fees

donations

Question 14

community mapping

Answer 14

strategy used to learn about other professionals and agencies

Understanding clients and their economic, racial, and ethnic reality helps professionals relate to the people they serve

Question 15

how human service agencies become a part of the community:

Answer 15

offering services withi the context of client indentified needs

anticipating reactions to differences in race, ethnicty, attitudes and roles represented by the human service

planning for interactions among clients and helpers

Question 16

interactions between human service professionals and clients serve two main purposes

Answer 16

make connections with the community

helps to document the strengths of the community they are serving

Question 17

referral

Answer 17

linking clients to another service

Question 18

information network

Answer 18

channels of communication among human service agencies and other professionals

Question 19

succesful referral

Answer 19

when the client gains the resources they need

Question 20

brokering

Answer 20

referring a client to another agency or service

Question 21

two parts of brokering

Answer 21

assessing the client’s problems and needs

providing the link between the client and the needed service

Question 22

what must a helper know about referrals:

Answer 22

how to refer, when to refer, where to refer, and how to evaluate the referral

Question 23

effective referral

Answer 23

helper and client expectations must match and cooperation between the two must be present

Question 24

referral process

Answer 24

explain the process to the client

describe the services to the client

know the contact and how to contact services and new agency

transmit information without bias

Question 25

difficulty with referrals

Answer 25

agencies are constantly changing

including staffing and services provided

Question 26

building an information network

Answer 26

makes the referral process more effective a successful

Collect and record data on community resources

establish communication as a cooperative effort

Question 27

challenges in human service work

Answer 27

allocation of resources

documentation

turf wars

ecapsulaton, burnout, vicarious trauma

Question 28

allocation of resources

Answer 28

determining what resources each person needs, affects the level of client services

is everyone able to receive the same services?

Question 29

turf wars

Answer 29

tension among organizations and dispute over turd

erodes collaboration among agencies

Question 29

documentation and recordkeeping

Answer 29

establishing a permanent client record

documenting referrals

writing important assessements

more time doing documentation and recordkeeping means less client time is necessary - better in the long run

Question 30

encapsulation, burnout, vicarious trauma

Answer 30

encapsulation
- becoming rigid, insensitive, uncaring as a helper

vicarious trauma
- helper becomes ;ess effective with clients

Question 31

counter to all challenges

Answer 31

professional development
- commitment to a means of keeping positively engaged and well supported helpers while delivering services

Question 32

promoting change

Answer 32

community cause and resolve client problems

through either community organizing / local community or empowerment people can promote change

Question 33

process of advocacy

Answer 33

identify the needs of the individual or the population

determine how to meet the needs

work with a network of individuals or agencies to provide services

identify the barriers that must be overcome

teach clients about advocacy process, give them a role

negotiate to meet goals and objectives

develop a framework that continues to the success of the advocacy process

Question 34

community organizing

Answer 34

develop and use network

advance course of action
moilization
develop financial resource base

like-minded people band together

improves client environment

Question 35

client empowerment model

Answer 35

educate and train clients to organize efforts

goal is placement of advocacy in hands of clients