Managing Human Service Organizations

1. Managing Human Service Organizations November 13, 2012

2. Human Services Management defined…. A set of informed and competent management responses to environmental (internal and external) demands that continuously improve an agency’s capacity to serve its customers. Patti, R.J., (2009). The Handbook of Human Services Management

3. What HSO Managers Do? (Historical Perspective) • Patti (1977) • Empirical study • 90 managers • Method: Participants were asked to prioritize 13 activities according to time devoted to each in a typical work week • Cashman (1978) • Conducted a study that found that human services managers spent the greater part of their time administering, communicating, planning, and implementing • Files (1981) • Identified and prioritized 14 management task according to the proportion of time devoted by each of 50 human services managers

4. What do HSO Managers do? • Secure and manage resources that are consumed by services and activities that penetrate outputs and achieves outcomes

5. HSO Management Theories

6. Triangle of Practice Model Integration of 2 previous models: Triangle of Practice Model + Core Competencies Model

7. Core Competencies Model • Communicator- Impact of Technology (voicemail, email, Skype, Fax, telecommute) • Boundary Spanner- cluster of activities • Futurist- Forecast Trends; “Read the Environment” • Organizer- Aligning and Staffing • Resource Administrator-Cost accounting, pricing, operations budgeting, financial reports • Managing and Levering Resources • Evaluator- Needs Assessments (new trend)

8. Core Competencies Model • Policy Practitioner- Read and INTERPRET federal, state, and local policies • Advocate- 1939 Hatch Act; Policy Advocacy v. Case Advocacy • Teaming- Boss v. Coach; Stages of Development (Forming, Storming, Norming, etc.) • Supervisor- Pay attention to the small things (lunch, parking, breaks); Legal • Facilitator- “Instrument of Change” • Evaluator- Is it working? Does it align with the mission statement? Goals?

9. HSO Financial Management

10. Sources of Funding by Type of Organization – Patti, p.90

11. Types of Budgets • Incremental budgeting • Zero-based budgeting • Planning Programming Budgeting System • Line Item Budget • Functional Budget • Performance Budget

12. Fiscal Responsibilities of Human Services Administrator • At any given time, administrators are concerned with 3 different fiscal years: • Prior,Current, and Next. • Standard fiscal years are typically: • October to September (federal) • July to June (state) • January to December (calendar)

13. Fiscal Responsibilities of Human Services Administrator • While administrators do not necessarily do all budgeting personally, they must oversee the following: • Hire and supervise appropriate personnel • Be able to talk the language and communicate with fiscal staff • Be able to select and work with external auditors

14. Fiscal Responsibilities of Human Services Administrator • While administrators do not necessarily do all budgeting personally, they must oversee the following: • Associate fiscal issues with program matters and client concerns • Translate fiscal reports to appropriate auditors • Insure quality control of financial systems • Ask the right questions at the right times

15. Best Practices in Managing HSO Finances : General Guidelines • Of the 12 core practice competencies mentioned as part of the Core Competencies Model for Management in Human Services 2 relate to finance: leveraging resources & managing resources • Diversified Funding Sources

16. Best Practices in Managing HSO Finances : General Guidelines • Be aware of recent federal legislation • Follow IRS requirements • Board members actively involved in all stages of the budget cycle • Yearly Audit • Internal Controls

17. Internal Controls • Measures that might prevent embezzlement: • Thorough background checks of staff • Policies against nepotism • Personnel policies that require the reporting of suspected fraudulent or unethical activity • Protection of whistleblowers • REQUIRING 2 SIGNATURES ON CHECKS—Health- Reach • Regular backup of computers • Very strict policies on the use of agency credit cards—UNC-CH DEVELOPMENT OFFICE

18. Best Practices in Managing HSO Finances : The Budget Cycle • Planning and Development Stage • Implementation • Budget Assessment • Cost Analysis

19. HSO’s in the 21st Century

20. HSO Management in 2012Integrated Management Style

21. Being a Manager/Leader in 2012

22. What are the major Financial Challenges facing 21st century HSOs? • The U.S. economy is increasingly mixed • Services occur through the participation of public, nonprofit, and for-profit organizations • Increased competition between nonprofit and for-profit organizations • Economic downturn • Embezzlement • Staff Diversity & Cultural Competence