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Measuring the Performance of Human Service Programs
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Measuring the Performance of Human Service Programs

Second Edition
Volume: 71
July 2009 | 160 pages | SAGE Publications, Inc
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Government and nongovernmental human service organizations are under increasing pressure to demonstrate that their programs work. As stakeholders demand more accountability, human service organizations are increasingly utilizing performance accountability and performance measurement as a way of demonstrating the efficiency, quality, and effectiveness of their programs. Measuring the Performance of Human Service Programs, Second Edition examines the reasons why performance measurement has become the major method of performance accountability today. In this second edition of their classic work, Martin & Kettner explain in detail how to develop and utilize output, quality, and outcome performance measures in human service programs. Special attention is given to the four types of outcome performance measures: numeric counts, standardized measures, level of functioning (LOF) scales and client satisfaction.
 
Preface
 
1. Performance Accountability and Performance Measurement
Introduction

 
What is a Program?

 
What is Performance Measurement?

 
Performance Measurement and the Systems Model

 
Why Adopt Performance Measurement?

 
 
2. Putting Performance Accountability and Performance Measurement in Perspective
Introduction

 
The Forces Promoting Performance Accountability and Performance Measurement

 
The Language and Structure of SEA Reporting

 
Developing and Using Performance Measures

 
 
3. Logic Models, Human Service Programs, and Performance Measurement
Introduction

 
Developing a Logic Model

 
Agency Strategic Plan Focus

 
Community Problem or Need Focus

 
Social Problem Focus

 
 
4. Output Performance Measures
Introduction

 
What are Output Performance Measures?

 
Developing Intermediate Output Performance Measures

 
Final Output Performance Measures

 
 
5. Quality Performance Measures
Introduction

 
What is Quality?

 
The Dimensions of Quality

 
Types of Quality Performance Measures

 
 
6. Outcome Performance Measures
Introduction

 
What are Outcome Performance Measures?

 
Client Problems Versus Client End States

 
The Four Types of Outcome Performance Measures

 
Intermediate and Final Outcome Performance Measures

 
Selecting Outcome Performance Measures

 
Cause-and-Effect Relationships

 
Social Indicators as Final Outcome Performance Measures

 
Outcome Performance Measures and Programs of Service

 
Assessing the Four Types of Outcome Performance Measures

 
 
7. Introduction
What are Numeric Counts?

 
Examples of Numeric Counts

 
The Preference for Numeric Counts

 
An Assessment of Numeric Counts

 
 
8. Standardized Measures
Introduction

 
What are Standardized Measures?

 
The Use of Standardized Measures for Evaluation Versus Research

 
Difference in Standardized Measures

 
Locating Standardized Measures

 
Using Standardized Measures as Outcome Performance Measures

 
Translating Standardized Measures Into Numeric Counts

 
An Assessment of Standardized Measures

 
 
9. Level of Functioning (LOF) Scales
Introduction

 
What are Level of Functioning (LOF) Scales?

 
Principles in Designing LOF Scales

 
Translating LOF Scales Into Numeric Counts

 
An Assessment of LOF Scales

 
 
10. Client Satisfaction
Introduction

 
Using Client Satisfaction as an Outcome Performance Measure

 
Translating Client Satisfaction Outcomes Into Numeric Counts

 
An Assessment of Client Satisfaction

 
 
11. Using Performance Measurement Information
Introduction

 
The Town

 
The Agency and the Human Service Programs

 
Planning Using Performance Measures

 
Monitoring Performance

 
Reporting Using Performance Measures

 
Performance Accountability and Performance Measurement

 
 
References
 
Index
 
About the Authors

provides a good fundamental overview

Ms Karen Fay
Nonprofit Mange, Florida Atlantic Univ-Boca
November 5, 2014
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I adopted this book since last semester because it provides clear frameworks for performance measurement in Human Service programs.

Thanks!

Dr Emmanuel Jean Francois
Human Service and Educational Leadership, University of Wisconsin - Oshkosh
March 27, 2012
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This was an excellent source book for the class that I taught Spring, 2010: Program Evaluation -- a graduate course. The course will be taught in alternating years.

James Reed
Sociology Dept, Northern Arizona University
April 22, 2010
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Short, to the point, and illuminates "measurement" thinking and decision making.
I used it last semester (Fall 2009) and this semester (Spring 2010).
I'm not sure if I will teach again this fall.

Allison Titcomb
School or Government & Public Policy, University of Arizona
March 2, 2010
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