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Measuring the Performance of Human Service Programs

Measuring the Performance of Human Service Programs

Second Edition

July 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

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ISBN: 9781412970617