Peter M. Kettner & Lawrence L. Martin 
Measuring the Performance of Human Service Programs [EPUB ebook] 

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

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.