Management of Human Services- Exam 2

what is the meaning of organization design? (as a noun and a verb)

--As a noun, it describes the structure and key processes (such as communication and decision making) of the organization. --As a verb, it is the process used to select the most appropriate structures and processes for the organization, given its environment, size, programs, and strategies.

The role of "gatekeepers" in an organization is...

--Individuals who control the flow of information as part of their job. They are often secretaries or administrative assistants who have access to large amounts of information and can decide what information to pass on to whom. --An effective gatekeeper needs to be aware of managers' information needs, know when information is needed, and assess the quality of information being shared.

Herzberg's Motivation-Hygiene Theory

--further enhances the notion of differing sets of motivating needs --makes a clear distinction between the factors related to job dissatisfaction and those involved in producing job satisfaction and motivation

How does Maslow's Hierarchy of Human Needs relate to implications for managers?

--leadership must involve the identification of those needs that will form the basis for employee performance --once a lower-order need of employees has been met (economic/pay), and some degree of security has been achieved, workers tend to seek ways to meet higher-level needs through their work --when that point has been reached, the supervisee can best be motivated id some method is used to help him or her strive toward self-acutalization

two major considerations in job design

-1) The job needs to allow for the accomplishment of program objectives, and satisfy the expectations of key stakeholders, including clients. -2) The job should have built into it elements that will provide a high-quality working life for the employee.

what are the types of instruments used in performance appraisal?

-Arbitrary and subjective performance measures. -Rating and comparing employees -Performance tests -Assessment centers

what are the 2 most objective types of instruments to use in evaluating employees?

-Behaviorally Anchored Rating Scales (BARS) -Management by Objectives (MBO)

what is the definition of networking?

-Involves a recognition that human services are part of a helping network that includes mental health facilities, educational institutions, rehabilitation settings, and a wide variety of specialized agencies. -Combines the creativity and flexibility of individual organizations with a broader utilization of resources involving other organizations.

the role of "boundary spanners" in an organization is ...

-Liasons who interact with the environment. They may be upper-level managers who meet with external groups as part of their jobs, intake workers or others who interact with other agencies as part of their jobs, or employees who serve as members of external task forces or coalitions.

what are the 4 Ways a human service agency may be organized under the divisional form?

-The agency is organized by program, process, client, or geographic area

what are maintenance factors? what are some examples?

-factors that relate to job dissatisfaction -their presence or absence determines whether the worker will be dissatisfied with the work setting --involve such aspects of the work environment as the fairness of company policies, the quality of supervision, relationships with supervisors and coworkers, salary, job security, and working conditions

what are the main structural forms used in organization design?

-functional and divisional forms -matrix structures

what are the weaknesses of the functional forms used in organization design?

-individuals tend to be so aware of their own departments that they lose sight of the common purpose of the organization as a whole -The functional model often treats a client in a fragmented way: client needs may span multiple programs, requiring a transfer of a client to a new worker at each stage in the service delivery process.

the maintenance factors simply trigger the worker's _________________________________________________, and the motivator factors relate to the need for _____________________________________________

-pain avoidance behavior -growth and advancement

what are motivator factors? what do they involve?

-relate to the job itself -involve the ability of the specific job to offer the worker opportunities to accomplish something significant, receive recognition for accomplishments, grow and develop, gain increased responsibility and advance

what are the 3 corollary roles and functions of supervision?

1) manager 2) mediator 3) mentor

what are the 3 analyses that should be conducted when developing the training plan?

1) organizational needs analysis (7 steps) 2) departmental needs analysis 3) individual training needs analysis

what are the three kinds of motivation included in McClelland's needs theory?

1) the need for achievement 2) the need for power 3) Need for affiliation

what is the meaning of "job enrichment"?

Building into each job the maximum opportunity for challenge and advancement.

what is the first step in recruiting prospective employees for a job?

Defining the job through the job description, which should include necessary knowledge, skills, and aptitudes.

What an organization designer must decide how to do (regardless of theoretical orientation)? (3 things)

Each designer must decide how to : -identify key processes and individual roles within the organization -how to divide activities among groups or departments -how to coordinate efforts both within the organization and at interfaces with the environment

weaknesses of the divisional form?

For small organizations, however, the duplication of effort involved in re-creating functions across divisional lines can be costly.

how frequent should performance appraisals be done?

Generally, an appraisal is done annually, and the best time seems to be the anniversary of the employee's beginning employment.

what is the role and importance of volunteers in the human services?

Many volunteers are involved not only in direct practice, but also in administration, advocacy, and policy

what is a type (and name) of management that is devoted to involving employees in a greater decision-making?

Participative Decision Making (PDM) and participative management

what is the importance of the supervisor's records for documenting info related to the appraisal?

Provide solid data that can be used to give feedback to employees.

the role of "liasons" in organizations is to...

Serve as links between different groups and coordinate their joint work. Be able to generate respect and trust from the different groups with which they are working

what is the meaning of "critical incident summaries"?

Supervisor logs of important incidents demonstrating employees' strengths or weaknesses.

weaknesses of the matrix form?

Tends to be complex and require strong human relations skills on the part of managers who must share authority with others

what is the meaning of "supervisory dyad"?

The combination of the supervisor and supervisee working together to specify objectives, clarify the criteria against which progress will be measured, and identify movement from one stage to the next.

what is the legal intent of affirmative action plans?

To remedy discriminatory patterns that have existed in the past

what is the relationship of recruitment to hiring process?

When recruitment is effective, the person or team involved in hiring has a reasonable number of qualified applicants to consider.

as mediator, the supervisor...

attends to the negotiation of relationships among staff members and between staff and other internal and external organizational units.

process departmentation

can be used when different skills are needed at different points in service delivery.

for management purposes, what is an appropriate definition of authority?

formalized power or influence

organization structure: what is it and why is it needed?

how departments and other functions are organized and who reports to who. --It is needed to carry out the strategies, goals, objectives, and programs that have been selected

attention to __________________ factors is insufficient to motivate workers. The only way supervisees can be effectively motivated is through attention to the degree to which their work provides chances for ______________, ___________________, and __________________ ____________________

hygiene; growth, development and increased responsibility

once training needs have been clearly identified, how can they be stated?

in terms of objectives

the role of "opinion leaders" in an organization is to...

informally influence other members of the organization

what should the planner remember when planning an employee training program?

intervention methods should be appropriate to adult learners' needs

customer or client departmentation

involves all of the workers dealing with a specific category or segment of the public being grouped together.

geographic departmentation

involves decentralizing operations of a large agency so that smaller organizations are duplicated in each of several geographic areas.

program departmentation

involves grouping services based on a particular population or problem.

what are organization processes?

key activities that occur within the structure, including coordination among functions, organizational communication processes, control systems, decision making.

as a manager, the supervisor...

must deal with the day-to-day administrative tasks of planning, coordination, and evaluation

what is the way that structural arrangements in an organization are graphically represented?

organizational charts

what are the areas in which the human services supervisor must develop knowledge?

planning, budgeting, organizing, developing human resources, and evaluating programs.

one of the most common cited problems in organizations is...

poor communication

what are the two components of organization design?

structure and process

as a leader, the supervisor is concerned with...

the morale, productivity, and job satisfaction of subordinates, including their integration into the agency and their identification with agency mission, goals, and objectives.

as mentor, the supervisor's main responsiblity is...

the professional growth and development of his or her supervisees.

what are the circumstances in which human service professionals seem to work most effectively?

they tend to work most effectively toward goals in which they feel a sense of ownership

how will employees have changed if a training program has been successful? (3 things)

they will have developed new skills, gained new knowledge, or learned new attitudes

what are the criteria of a good performance evaluation system?

valid, reliable, and practical