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Managing the Challenges in Human Service Organizations
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Managing the Challenges in Human Service Organizations
A Casebook



September 2008 | 304 pages | SAGE Publications, Inc
Specializing in decisions managers need to make under trying circumstances, this casebook prepares current and aspiring managers for the kinds of experiences they are likely to encounter. The cases are inspired by real situations, and are disguised to respect the privacy of the parties involved. The cases in this book are designed to encourage the student to determine how they would act and work towards a resolution of the dilemmas presented.
 
1. Introduction
Overview  
The Uses of Case-Based Learning  
The Value and Benefits of Case-Based Learning  
Conceptual Frameworks  
Managerial Roles  
Competing Values  
Management Functions  
Summary  
 
2. Case Assessment and Debriefing
Case Debriefing  
Use and Organization of the Casebook  
Summary  
 
3. Governance, Environment, and Structure
Governance  
Case 3-1 Meddling Trustees  
Case 3-2 KidsCan  
Case 3-3 Dorchester House Board of Directors  
Case 3-4 The Perfect Storm  
Case 3-5 Poor Leadership Boundaries  
Environmental Relations  
Case 3-6 The Cabal  
Case 3-7 Cost of a Tuxedo  
Case 3-8 Choosing a Director  
Case 3-9 Collapse of the Coalition  
Structure  
Case 3-10 Merging Colossal and Grassroots Agencies  
Case 3-11 Poor Interdepartmental Communication or Competing Service Ideologies?  
Case 3-12 Whose Interests Are Being Served?  
Case 3-13 Greenvale Residential Treatment Center  
Chapter Exercises  
 
4. Leadership and Ethics
Leadership  
Case 4-1 Empowering Staff: Real or Imaginary?  
Case 4-2 Caught in the Middle: Mediating Differences in Gender and Workstyle  
Case 4-3 To Talk or Not to Talk?  
Case 4-4 Agency Director Uses a Personal Coach to Address His Leadership Style  
Case 4-5 Founder’s Syndrome  
Case 4-6 Executive Leadership  
Case 4-7 Marian Health Center  
Case 4-8 Mosaic County Welfare Department  
Case 4-9 Project Home  
Ethics  
Case 4-10 Damage Control  
Case 4-11 Philosophy Versus Economics  
Case 4-12 What? Me worry?  
Chapter Exercises  
 
5. Planning and Program Design
Planning  
Case 5-1 Mallard County Private Industry Council  
Case 5-2 Be Careful What you Wish For  
Case 5-3 Decisions on Resource Allocation  
Case 5-4 Rational Versus Political Decision Making  
Case 5-5 The Achievement Crisis at Girls Works  
Case 5-6 Cutbacks and Performance Pressure  
Case 5-7 Hillside Community Center  
Case 5-8 Empowering Staff to Advocate for Chicano/Latina Clients  
Program Design  
Case 5-9 Banksville Human Services Center  
Case 5-10 Massive Retrenchment  
Case 5-11 Productivity and Performance  
Case 5-12 Responding to Changing Client and Community Needs  
Chapter Exercises  
 
6. Financial Management and Information Systems
Fund Development  
Case 6-1 Should We Accept the Gift?  
Case 6-2 Changing the Ground Rules  
Budgeting  
Case 6-3 Showdown  
Case 6-4 Improving Cash Flow  
Case 6-5 Desperate for Program Funding  
Case 6-6 Painful Choices  
Information Systems  
Case 6-7 Measuring Performance  
Case 6-8 Information Services Overload  
Case 6-9 Evaluating a Strategic Plan for Children’s Services  
Chapter Exercises  
 
7. Human Resource Management and Supervision
Human Resource Management  
Case 7-1 The Case of Missing Staff  
Case 7-2 Client-Centered Administration or Organization-Centered Administration?  
Case 7-3 Union Headache  
Case 7-4 The Influence of Religious Beliefs  
Case 7-5 Growing Pains  
Case 7-6 Challenges on the Line  
Case 7-7 Selecting a Clinical Director for Friendly House  
Case 7-8 Fire a Competent CFO?  
Supervision  
Case 7-9 SOS in DHS: A Problem of Motivation  
Case 7-10 Deteriorating Performance of a Supervisee  
Case 7-11 Helping Supervisors Manage Their Staff  
Case 7-12 Supervising Five Case Managers  
Case 7-13 Supervisory Leadership  
Chapter Exercises  
 
8. Organizational Dynamics and Change
Case 8-1 Implementing Organizational Change as a Newcomer  
Case 8-2 Diagnosing Managerial Practice in a Budget Crisis  
Case 8-3 How Are We Doing?  
Case 8-4 Jefferson Hospital  
Case 8-5 Thurston High School  
Case 8-6 Leadership Challenges in Transforming a Public Human Services Agency  
Chapter Exercises  
 
References
 
Index
 
About the Authors

This book is currently applied for the Course of Social Work Administration for the second year students in Social Work in Hanoi. The book supports myself and students a lot on identifying the cases for seminars and open discussion. The book has been introduced to Vietnam Social Work Network website.

Mr Kham Tran
Office for Research Affairs, Hanoi University of Social Sciences and Humanities
March 23, 2014

The casebook is a great supplement to the other text that I have chosen "Management of Human Service Programs".

Ms Martha Stark
School of Public Affairs, Baruch College
December 1, 2010

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ISBN: 9781412941273
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