Measuring the Performance of Human Service Programs

Social service providers are under increasing pressure to demonstrate that their programmes work. Faced with this demand for greater accountability, providers are turning to performance measurement as a way of illustrating programme efficiency, quality and effectiveness. The authors of this comprehensive volume discuss why and how performance measures have become an integral part of managing programmes in the social services. They explain the various types of performance measures – including numeric counts, standardized measures and client satisfaction – and assess their advantages and disadvantages. A case study and exercises are a special feature of the book.