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Measuring the Performance of Human Service Programs

Measuring the Performance of Human Service Programs

Second Edition

May 2009 | 160 pages | SAGE Publications, Inc
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.
1. Performance Accountability and Performance Measurement

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

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

Developing a Logic Model

Agency Strategic Plan Focus

Community Problem or Need Focus

Social Problem Focus

4. Output Performance Measures

What are Output Performance Measures?

Developing Intermediate Output Performance Measures

Final Output Performance Measures

5. Quality Performance Measures

What is Quality?

The Dimensions of Quality

Types of Quality Performance Measures

6. Outcome Performance Measures

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

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

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

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

The Town

The Agency and the Human Service Programs

Planning Using Performance Measures

Monitoring Performance

Reporting Using Performance Measures

Performance Accountability and Performance Measurement

About the Authors

provides a good fundamental overview

Ms Karen Fay
Nonprofit Mange, Florida Atlantic Univ-Boca
November 5, 2014

I adopted this book since last semester because it provides clear frameworks for performance measurement in Human Service programs.


Dr Emmanuel Jean Francois
Human Service and Educational Leadership, University of Wisconsin - Oshkosh
March 27, 2012

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

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

Lawrence L. Martin

Lawrence L. Martin is Professor of Public Affairs, Social Work and Public Administration at the University of Central Florida in Orlando. He was previously on the faculty of the Columbia University School of Social Work in New York City where he directed the program in social work administration. He is the author of 20 books and major monographs and over 100 articles and book chapters. More About Author

Peter Martin Kettner

Peter M. Kettner was a professor at the Arizona State University School of Social Work. He authored six books, 50 articles, monographs, and book chapters on the topics of purchase-of-service contracting, privatization, macro practice in social work, human services planning, and social work administration. Over his 30 year career in academia he served as a consultant to five different state human service agencies and dozens of local nonprofit agencies on their purchase of service contracting practices and in the design and implementation of effectiveness-based planning systems. More About Author

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ISBN: 9781412970617