C H A P T E R 9 Flashcards
mission
the purpose of an agency is summarized by its guiding principles
other documents
goal statement, job descriptions, policies and procedures
goal statement and job description
written documents that define duties and responsibilities more extensively
standards of practice and work of the staff
organizational climate
policies and procedures influence this
refers to the conditions of the work environment
structure of an agency
refers to the relationships among the people who work there and the departments to which they are assigned
chain of command
layers of authority in an organization (decision making is a shared responsibility )
organizational chart
diagram illustrating an agency’s structure
see how relationships are defined and how decision are made
funding sources
affects the bulk of planning and service delivery
funding services determine whether an agency is public or governmental, not for profit and for profit
revenue
funding from four primary sources
privatization
Arrangement in which an agency or organization provides human service functions for a profit
other resources
available funds
buildings
land
staff
equipment an supplies
skills
community context
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
four primary sources of revenue
federal, state and local government
grants and contracts
fees
donations
community mapping
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
how human service agencies become a part of the community:
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
interactions between human service professionals and clients serve two main purposes
make connections with the community
helps to document the strengths of the community they are serving
referral
linking clients to another service
information network
channels of communication among human service agencies and other professionals
succesful referral
when the client gains the resources they need
brokering
referring a client to another agency or service
two parts of brokering
assessing the client’s problems and needs
providing the link between the client and the needed service
what must a helper know about referrals:
how to refer, when to refer, where to refer, and how to evaluate the referral
effective referral
helper and client expectations must match and cooperation between the two must be present
referral process
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
difficulty with referrals
agencies are constantly changing
including staffing and services provided
building an information network
makes the referral process more effective a successful
Collect and record data on community resources
establish communication as a cooperative effort
challenges in human service work
allocation of resources
documentation
turf wars
ecapsulaton, burnout, vicarious trauma
allocation of resources
determining what resources each person needs, affects the level of client services
is everyone able to receive the same services?
turf wars
tension among organizations and dispute over turd
erodes collaboration among agencies
documentation and recordkeeping
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
encapsulation, burnout, vicarious trauma
encapsulation
- becoming rigid, insensitive, uncaring as a helper
vicarious trauma
- helper becomes ;ess effective with clients
counter to all challenges
professional development
- commitment to a means of keeping positively engaged and well supported helpers while delivering services
promoting change
community cause and resolve client problems
through either community organizing / local community or empowerment people can promote change
process of advocacy
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
community organizing
develop and use network
advance course of action
moilization
develop financial resource base
like-minded people band together
improves client environment
client empowerment model
educate and train clients to organize efforts
goal is placement of advocacy in hands of clients
