简介
"This book is known for its engaging style and for the many current examples of human service practitioners at work, which makes it a top seller in its market. It offers a historical context of the field of human services, insights into the overall social welfare field, and concrete descriptions of how primary intervention strategies are put into daily practice in human service agencies." It provides a well-rounded look at the many options offered in the field of human services, and aims to prepare entry level human service workers for future careers. There is a strong multicultural emphasis. Social welfare chapter (Ch. 6) is completely revised to reflect the new Welfare Reform Act (TANF). Incorporates a new section on managed care included in the case management chapter (Ch. 9). Presents new material on the use of computers and the Internet in social agencies in the planning chapter (Ch. 11)." For practitioners of human services and/or social work.
目录
Table Of Contents:
Preface xxi
SECTION ONE The Context of Human Service Work
What Are Human Services? What Do Human Service Workers Do? 1(29)
About This Chapter 2(1)
Human Service Networks 2(11)
Helpers Have Varied Backgrounds and Job Titles 8(2)
Helpers Have Different Agency Affiliations and Orientations 10(3)
Finding the Appropriate Human Services Program 13(2)
Barriers That Prevent People from Getting Help 15(6)
A Paradox 21(1)
Choosing Our Work Role 22(4)
Our Attributes 23(1)
Our Lifestyles 23(1)
Our Personal Ideologies 24(1)
Agencies in the Local Community 24(1)
Interview with Stephanie Lake, Program Coordinator, Drug and Alcohol Education Project 25(1)
Conclusion 26(1)
Putting Theory into Practice 27(2)
Summary 29(1)
The Changing Nature of the Helping Process 30(56)
About This Chapter 31(1)
Society Shapes Helping Behavior 32(1)
Helping in Western Culture 32(17)
Change as a Cyclical Path 33(2)
Blaming the Victim versus Blaming the Social System 35(1)
Means-Tested versus Universal Programs 36(1)
Programs to Provide Money 37(2)
The War on Poverty 39(1)
The Welfare Rights Movement 39(1)
Culture of Poverty versus Opportunity Theory 40(6)
Welfare Reform and Racism 46(1)
The War against Women 47(2)
Cycles of Helping 49(14)
Cycles in Welfare Reform 49(6)
Interview with Judi Chamberlin, Mental Patients' Liberation Front 55(4)
Recent Developments in Treating Mental Illness 59(2)
Cycles in Juvenile Justice 61(2)
Behavior Defined as a Social Problem 63(1)
Defining Problems 64(10)
The Drug Scare 64(2)
How the Media Demonize and Rehabilitate People 66(1)
AIDS 66(1)
Welfare 67(2)
Preventive Health Care 69(1)
Defining Family Violence 70(4)
The History of Human Service Work 74(9)
The COSs and the Settlement House Movement 75(2)
Social Work Schools 77(1)
Current Trends in Social Work 78(1)
The Roots of the Human Service Field 79(2)
New Disciplines 81(1)
Declassification and Deprofessionalization 82(1)
Breaking Down Boundaries 82(1)
Conclusion 83(1)
Putting Theory into Practice 83(1)
Summary 84(2)
Strategies of Intervention 86(28)
About This Chapter 87(1)
The Concept of Multicausality 88(9)
The Strategies of Intervention 97(3)
Interview with Ruth Bork, Coordinator, Disabilities Resource Center 98(2)
Direct-Service Strategies 100(2)
Caregiving 100(1)
Case Managing/Counseling 101(1)
Teaching/Training/Coaching and Behavior Changing 101(1)
Direct-Service and Systems-Change Strategies 102(2)
Group Facilitating 102(1)
Outreaching 102(1)
Mobilizing and Advocating 103(1)
Consulting and Assisting a Specialist 103(1)
Systems-Change Strategies 104(1)
Planning 104(1)
Administering 104(1)
Collecting and Managing Data 104(1)
Evaluating/Researching 105(1)
Activities and Tasks Used to Implement Each Strategy 105(4)
Gathering Data 106(1)
String and Sharing Information 107(1)
Negotiating Contracts and Assessing Problems 107(1)
Building Relationships 107(1)
Designing and Implementing Action Plans 108(1)
Monitoring and Evaluating Our Work 109(1)
Putting Together the Interventions and the Activities 109(3)
Putting Theory into Practice 112(1)
Summary 112(2)
Attitudes/Values, Skills, and Knowledge 114(34)
About This Chapter 115(1)
The Professional Helping Relationship 116(3)
The Structure of the Professional Helping Relationship 117(2)
The Content of the Professional Helping Relationship 119(1)
The Pyramid Model 119(3)
Attitudes and Values Form the Base of the Pyramid 121(1)
Attitudes/Values, Skills, and Knowledge: An Overview 122(6)
Interview with John Torrente, Outreach Counselor at Sanctuary House, a Shelter for Teenagers 124(4)
Attitudes and Values of the Human Service Worker 128(9)
Patience 128(1)
Empathy 128(3)
Self-Awareness 131(2)
Capacity to Deal with Ambiguity and Take Risks 133(1)
Capacity to Ask for Help and Offer Feedback 134(1)
Belief in the Capacity to Change 134(1)
Open-Mindedness, Skepticism, and Rejection of Stereotypes 135(1)
Humor and a Light Touch 136(1)
Skills of the Human Service Worker 137(6)
Data Gathering 137(3)
Information Storing and Sharing 140(1)
Relationship Building 141(1)
Negotiating Contracts and Assessing Problems 141(1)
Constructing Action Plans 142(1)
Implementing Action Plans 142(1)
Monitoring and Evaluating 142(1)
Basic Knowledge of the Human Service Worker 143(2)
Human Growth and Development 143(1)
Impact of Society and Culture on Behavior 143(1)
The Dynamics of Groups and Organizations 144(1)
Social and Political Forces That Affect Helping 144(1)
Social Problems, Populations, and Resources 145(1)
Research and Evaluation 145(1)
Conclusion 145(1)
Putting Theory into Practice 146(1)
Summary 146(2)
Values and Ethical Dilemmas 148(38)
About This Chapter 149(1)
Can Workers Be Completely Unbiased? 150(3)
Interview with Florence Miller, Advocate at WINGS, an Agency That Helps Women Who Are Addicted 151(2)
Dilemmas Surrounding the Value of Self-Determination 153(8)
Self-Determination and Child Abuse 155(3)
Self-Determination When Treatment Is Mandated 158(2)
Self-Determination Is Manipulated 160(1)
Some Current Ethical Conflicts 161(8)
Conflicts Surrounding AIDS 161(1)
Conflicts Surrounding the Right to Die 162(1)
Conflicts Surrounding the Right to Die 162(2)
Conflicts Surrounding Reproductive Choice 164(5)
Conflicting Views on the Nature of Human Nature 169(3)
The Belief That People Need to Be Civilized 170(1)
The Belief That People Are Basically Rational 170(1)
The Belief That People Are Corrupted by Society 171(1)
The Belief That People Need to Be Connected to Each Other 171(1)
Conflicts Caused by Bureaucratic Demands 172(4)
Guidelines for Dealing with Conflicts in a Bureaucracy 173(1)
The Client as Our Employer 174(1)
Social Class Differences between Workers and Clients 175(1)
Conflicts Due to the Variation in National Values in the United States 176(4)
Age and Aging 177(1)
Sexual Orientation 177(1)
Interview with Buffy Dunker, Self-Employed Activist and Therapist 177(3)
Impact of the AIDS Epidemic on Homosexual Men 180(1)
Finding Your Way through the Maze of Ethical Conflicts 181(1)
Conclusion 181(1)
Putting Theory into Practice 182(2)
Summary 184(2)
The Social Welfare System 186(67)
About This Chapter 187(1)
Surveying the Current Scene 187(1)
The Social Welfare System 188(40)
Social Security 189(2)
Aid to Families with Dependent Children (AFDC) 191(19)
Supplemental Security Income 210(1)
General Assistance 211(1)
Food Stamps 212(2)
Special Supplemental Food Program for Women, Infants, and Children 214(1)
School Breakfast and Lunch Programs 215(1)
Medical Aid Programs 215(4)
Unemployment Insurance 219(1)
Earned Income Tax Credit 220(1)
Personal Social Services 220(1)
Vital Service Delivery Programs 221(2)
Services for Pregnant and Parenting Teens 223(1)
Mental Health Services 224(2)
Medical Social Work 226(1)
Developmental Disabilities 227(1)
Where the Money Comes From 228(11)
Private Enterprise and Social Welfare Programs 228(2)
Changes in the Economy 230(4)
Interview with Suzanne Dennehy, Hospital Worker's Union Intern 234(2)
Playing with Statistics---Who is Poor? 236(3)
The Loss of Housing 239(8)
The Homeless 240(3)
Responses to Homelessness 243(4)
Fighting Back 247(3)
Our Vision 248(2)
Conclusion 250(1)
Putting Theory into Practice 250(1)
Summary 251(2)
SECTION TWO Implementing Human Service Interventions
Working with Diversity 253(56)
About This Chapter 254(1)
An Overview of the Struggle for Equality 255(5)
Impact of Prejudice on Self-Esteem 258(2)
Understanding Ethnicity 260(38)
The Definition of Culture 260(1)
Melting Pot versus Salad Bowl Theory of Culture 260(1)
Bicultural Theory 261(1)
The Difference between ``Minority Group'' and ``Ethnic Group'' 261(2)
Learning about Ethnic Groups 263(2)
Oppression and Exclusion 265(1)
Media Stereotypes 265(1)
The Process of Acculturation 266(1)
Ethnicity, Social Class, and Gender 267(1)
Interview with Oly Reid and Inez Figueroa, Counselors at a Battered Women's Shelter 268(2)
Ethnic Identity 270(1)
Patriarchy 270(1)
The Power of Names 271(2)
Discrimination Hurts Everybody 273(2)
Institutional Racism 275(2)
Anti-Semitism 277(1)
Affirmative Action 278(2)
Immigrants 280(11)
Guidelines for Ethnic-Sensitive Human Service Work 291(7)
Working with Women 298(5)
The Women's Movement and New Social Services 299(2)
Understanding New Theories about Women 301(1)
How Feminist Theory Influences Our Practice 301(1)
A Gender Analysis of Child Welfare 302(1)
Working with Gays and Lesbians 303(1)
Working with the Disabled 304(2)
New Definition of Disability Influences Our Practice 304(2)
Conclusion 306(1)
Putting Theory into Practice 306(1)
Summary 307(2)
Interviewing 309(43)
About This Chapter 310(1)
Characteristics of an Interview 311(21)
Purposeful Communication 312(1)
Focus and Structure 312(2)
Skill and Awareness 314(7)
Awareness of Attitudes and Values 321(4)
Core Values of the Interviewer 325(4)
Interview with Chuck Snow and Elaine Saunders, Commission for the Blind 329(3)
Structure of an Interview 332(13)
Opening the Interview and Building Rapport 333(3)
Exploring the Issues 336(8)
Closing 344(1)
Recording 345(3)
Recording and Privacy 346(1)
Kinds of Recording 347(1)
Conclusion 348(1)
Putting Theory into Practice 349(1)
Summary 350(2)
Case Management/Counseling 352(43)
About This Chapter 353(2)
All Problems Are Serious Yet Ordinary 355(5)
Interview with Carmen Mejia, Family Resource Worker, Coordinated Approach to Partnership in Parenting (CAPP) 356(2)
Carmen Mejia as Case Manager/Counselor for Youthful Offenders 358(2)
Carmen Mejia as Case Manager/Counselor for the Elderly 360(1)
Goals of the Case Manager/Counselor 360(4)
Releasing or Changing a Negative Emotional State 361(1)
Understanding of Self and Situation 362(1)
Making Decisions 362(1)
Implementing Decisions 363(1)
The Process of Case Management/Counseling 364(7)
Getting Prepared for the Client and the Problem 364(4)
Reading and Evaluating Referral materials 368(1)
Methods of Collecting Additional Data about a Case 369(2)
Building Supportive Relationships 371(12)
Negotiating and Refining the Working Contract 373(3)
Deciding on Problems and Priorities 376(1)
Creating the Action Plan 376(2)
Implementing the Action Plan 378(3)
Evaluating the Work and Deciding on the Next Step 381(2)
Crisis Intervention 383(3)
Defining a Crisis 383(1)
Helping the Person in Crisis 383(2)
Crisis Intervention Summary 385(1)
Case Management/Counseling in the Era of Managed Health Care 386(5)
Recent Developments in Health Care Delivery 387(2)
The Rise of the For-Profit Managed Health Care 389(1)
Some Problems with the Expansion of the Health Care Industry 389(1)
Implications for Human Service Workers 390(1)
What Can the Individual Human Service Worker Do to Improve Health Care Delivery? 390(1)
Putting Theory into Practice 391(2)
Summary 393(2)
Facilitating Groups 395(33)
About This Chapter 396(1)
Workers as Group Members 396(6)
Group Leadership Roles Have Been Increasing 397(3)
Example of a Human Service Worker in a Community Residence 400(2)
Establishing and Facilitating a Group: Ten Key Questions 402(23)
What Positives and Negatives Should the Group Anticipate? 403(1)
What Phases or Cycles is the Group Likely to Go Through? 404(3)
Why is This Group Needed? What is its Central Purpose? 407(5)
What Activities Will Help This Group Accomplish its Purpose? 412(3)
Who Should be Included in the Group? 415(1)
What Structure Does This Group Need? 416(1)
What Kind of Leadership Does This Group Need? 417(3)
What Kind of Environment Will This Group Need? 420(1)
What Kind of Interaction Will the Members Have with the Leader and with Each Other? 420(2)
In What Ways Can We Keep Evaluating How Well the Group is Doing? 422(3)
Putting Theory into Practice 425(2)
Summary 427(1)
Program Planning 428(40)
About This Chapter 429(2)
Basic Tools of the Planning Process 431(8)
Pencil and Paper and a Word Processor 432(1)
Computer, E-Mail, and Planning Software 433(1)
Directories, Schedules, and Other Resource Materials 434(1)
Calendar/Memo Book and Clock 435(1)
Large Sheets of Newsprint, a Chalkboard, and Markers 436(1)
Clearly Focused Questions 436(2)
Interview with Raquel Rosenblatt, Program Coordinator, Fenway Project 438(1)
Phases and Steps in the Planning Process 439(26)
Troubleshooting 440(9)
Magnifying 449(7)
Microscoping 456(9)
Conclusion 465(1)
Putting Theory into Practice 466(1)
Summary 467(1)
Organizing and Changing Systems 468(37)
About This Chapter 469(1)
Getting to the Source of the Problem 469(2)
A Parable 469(1)
Stopping Problems at Their Source 470(1)
What Can One Worker Do? 471(1)
Checking on the Mental Health Quotient (MHQ) of a System 471(2)
Attitudes Toward Systems-Change Interventions 473(3)
Interview with Sara Wong, Staff Worker, Riverside Tenants Organizing Council 474(2)
Dilemmas of the Change Agent 476(2)
Workers Must Choose Sides 476(1)
Workers Must Choose among Competing Values 477(1)
Workers Must Overcome Resistance to Change with No Guarantee of Reward 477(1)
Workers Lack Models 478(1)
Changes Are Generated from the Top Down and from the Bottom Up 478(5)
Guarding Change 480(1)
The Targets of Change 481(2)
Methods of Organizing and Changing Systems 483(9)
Educating to Create Change 483(1)
Persuading to Create Change 483(1)
Pressuring to Create Change 484(1)
Choosing Which Method to Use and Who Should Lead the Struggle 484(2)
Learning about the History of the Problem and the System 486(1)
Locating the Sources of Power and Potential for Change 487(2)
Getting to Know the Resources of the Community 489(3)
Planning and Implementing a Change Effort 492(9)
Reaching Out to the Public 492(4)
Decision Making and Participation 496(3)
Changing the Rules, Regulations, and Power Arrangements of a System 499(2)
Rewards of Social Change Interventions 501(1)
Putting Theory into Practice 502(1)
Summary 503(2)
SECTION THREE Thriving and Surviving in This Field
Understanding Legal Issues 505(31)
About This Chapter 506(1)
Legal Issues That Can Confront a Worker 507(2)
Variations in the Law 509(1)
The Law as Resource 509(4)
Street-Level Bureaucracy 509(1)
Regulations: Bureaucratic Interpretations of Law 510(3)
Learning the Regulations 513(1)
The Law as Restriction 513(1)
Laws Every Worker Needs to Know 514(14)
Confidentiality 515(1)
Privileged Communication 516(4)
Privacy 520(5)
Due Process 525(3)
Helping Clients Get Their Legal Rights 528(2)
Strategies 528(2)
Some Current Legal Issues 530(3)
Interview with Donald Boucher, Mental Health Worker 530(2)
Right to Adequate Treatment 532(1)
Right to Treatment in the Least Restrictive Setting 532(1)
Right to Refuse Treatment 533(1)
The Importance of Written Plans 533(1)
Conclusion 533(1)
Putting Theory into Practice 534(1)
Summary 534(2)
Staying Current and Avoiding Burnout 536(38)
About This Chapter 537(1)
Why Stay in the Field? 538(1)
Burnout: Symptoms and Causes 539(1)
Symptoms of Burnout 539(1)
Causes of Burnout 540(13)
Psychological Conflicts 540(1)
Conflicting Social Values 541(1)
Interview with John Templeton, Welfare Worker 541(3)
The Bind of the Double Message 544(1)
Increased Bureaucratization 545(1)
Low Salaries and Increased Dissatisfaction 546(1)
Insurance and Government Reimbursement 546(1)
Time Pressures 547(1)
Lack of Resources outside the Agency 547(1)
Lack of Support from the Agency 548(1)
Pressures Exerted by Clients 549(1)
Stigma, Discrimination, and Status Ranking 550(1)
Hazards of the Work 551(2)
Some Reactions to Stressful Conditions 553(3)
Total Capitulation 554(1)
Total Noncapitulation 554(1)
Niche Finding 554(1)
Becoming a Victim Martyr 555(1)
Withdrawal 556(1)
Staying Alive---Positive Adjustments 556(15)
Combating Stress 557(1)
Problem Solving 557(1)
Gaining Power through Knowledge 558(1)
Getting Support 559(3)
Formal and Informal Groups 562(4)
Choosing Your Fights 566(1)
Creative Ways of Working 567(1)
Varying the Work 568(1)
Sharing Ideas 568(2)
Setting Limits on Self and Others 570(1)
Conclusion: Why We Stay in This Field 571(1)
Putting Theory into Practice 571(1)
Summary 572(2)
Glossary 574(8)
References 582(17)
Index 599
Preface xxi
SECTION ONE The Context of Human Service Work
What Are Human Services? What Do Human Service Workers Do? 1(29)
About This Chapter 2(1)
Human Service Networks 2(11)
Helpers Have Varied Backgrounds and Job Titles 8(2)
Helpers Have Different Agency Affiliations and Orientations 10(3)
Finding the Appropriate Human Services Program 13(2)
Barriers That Prevent People from Getting Help 15(6)
A Paradox 21(1)
Choosing Our Work Role 22(4)
Our Attributes 23(1)
Our Lifestyles 23(1)
Our Personal Ideologies 24(1)
Agencies in the Local Community 24(1)
Interview with Stephanie Lake, Program Coordinator, Drug and Alcohol Education Project 25(1)
Conclusion 26(1)
Putting Theory into Practice 27(2)
Summary 29(1)
The Changing Nature of the Helping Process 30(56)
About This Chapter 31(1)
Society Shapes Helping Behavior 32(1)
Helping in Western Culture 32(17)
Change as a Cyclical Path 33(2)
Blaming the Victim versus Blaming the Social System 35(1)
Means-Tested versus Universal Programs 36(1)
Programs to Provide Money 37(2)
The War on Poverty 39(1)
The Welfare Rights Movement 39(1)
Culture of Poverty versus Opportunity Theory 40(6)
Welfare Reform and Racism 46(1)
The War against Women 47(2)
Cycles of Helping 49(14)
Cycles in Welfare Reform 49(6)
Interview with Judi Chamberlin, Mental Patients' Liberation Front 55(4)
Recent Developments in Treating Mental Illness 59(2)
Cycles in Juvenile Justice 61(2)
Behavior Defined as a Social Problem 63(1)
Defining Problems 64(10)
The Drug Scare 64(2)
How the Media Demonize and Rehabilitate People 66(1)
AIDS 66(1)
Welfare 67(2)
Preventive Health Care 69(1)
Defining Family Violence 70(4)
The History of Human Service Work 74(9)
The COSs and the Settlement House Movement 75(2)
Social Work Schools 77(1)
Current Trends in Social Work 78(1)
The Roots of the Human Service Field 79(2)
New Disciplines 81(1)
Declassification and Deprofessionalization 82(1)
Breaking Down Boundaries 82(1)
Conclusion 83(1)
Putting Theory into Practice 83(1)
Summary 84(2)
Strategies of Intervention 86(28)
About This Chapter 87(1)
The Concept of Multicausality 88(9)
The Strategies of Intervention 97(3)
Interview with Ruth Bork, Coordinator, Disabilities Resource Center 98(2)
Direct-Service Strategies 100(2)
Caregiving 100(1)
Case Managing/Counseling 101(1)
Teaching/Training/Coaching and Behavior Changing 101(1)
Direct-Service and Systems-Change Strategies 102(2)
Group Facilitating 102(1)
Outreaching 102(1)
Mobilizing and Advocating 103(1)
Consulting and Assisting a Specialist 103(1)
Systems-Change Strategies 104(1)
Planning 104(1)
Administering 104(1)
Collecting and Managing Data 104(1)
Evaluating/Researching 105(1)
Activities and Tasks Used to Implement Each Strategy 105(4)
Gathering Data 106(1)
String and Sharing Information 107(1)
Negotiating Contracts and Assessing Problems 107(1)
Building Relationships 107(1)
Designing and Implementing Action Plans 108(1)
Monitoring and Evaluating Our Work 109(1)
Putting Together the Interventions and the Activities 109(3)
Putting Theory into Practice 112(1)
Summary 112(2)
Attitudes/Values, Skills, and Knowledge 114(34)
About This Chapter 115(1)
The Professional Helping Relationship 116(3)
The Structure of the Professional Helping Relationship 117(2)
The Content of the Professional Helping Relationship 119(1)
The Pyramid Model 119(3)
Attitudes and Values Form the Base of the Pyramid 121(1)
Attitudes/Values, Skills, and Knowledge: An Overview 122(6)
Interview with John Torrente, Outreach Counselor at Sanctuary House, a Shelter for Teenagers 124(4)
Attitudes and Values of the Human Service Worker 128(9)
Patience 128(1)
Empathy 128(3)
Self-Awareness 131(2)
Capacity to Deal with Ambiguity and Take Risks 133(1)
Capacity to Ask for Help and Offer Feedback 134(1)
Belief in the Capacity to Change 134(1)
Open-Mindedness, Skepticism, and Rejection of Stereotypes 135(1)
Humor and a Light Touch 136(1)
Skills of the Human Service Worker 137(6)
Data Gathering 137(3)
Information Storing and Sharing 140(1)
Relationship Building 141(1)
Negotiating Contracts and Assessing Problems 141(1)
Constructing Action Plans 142(1)
Implementing Action Plans 142(1)
Monitoring and Evaluating 142(1)
Basic Knowledge of the Human Service Worker 143(2)
Human Growth and Development 143(1)
Impact of Society and Culture on Behavior 143(1)
The Dynamics of Groups and Organizations 144(1)
Social and Political Forces That Affect Helping 144(1)
Social Problems, Populations, and Resources 145(1)
Research and Evaluation 145(1)
Conclusion 145(1)
Putting Theory into Practice 146(1)
Summary 146(2)
Values and Ethical Dilemmas 148(38)
About This Chapter 149(1)
Can Workers Be Completely Unbiased? 150(3)
Interview with Florence Miller, Advocate at WINGS, an Agency That Helps Women Who Are Addicted 151(2)
Dilemmas Surrounding the Value of Self-Determination 153(8)
Self-Determination and Child Abuse 155(3)
Self-Determination When Treatment Is Mandated 158(2)
Self-Determination Is Manipulated 160(1)
Some Current Ethical Conflicts 161(8)
Conflicts Surrounding AIDS 161(1)
Conflicts Surrounding the Right to Die 162(1)
Conflicts Surrounding the Right to Die 162(2)
Conflicts Surrounding Reproductive Choice 164(5)
Conflicting Views on the Nature of Human Nature 169(3)
The Belief That People Need to Be Civilized 170(1)
The Belief That People Are Basically Rational 170(1)
The Belief That People Are Corrupted by Society 171(1)
The Belief That People Need to Be Connected to Each Other 171(1)
Conflicts Caused by Bureaucratic Demands 172(4)
Guidelines for Dealing with Conflicts in a Bureaucracy 173(1)
The Client as Our Employer 174(1)
Social Class Differences between Workers and Clients 175(1)
Conflicts Due to the Variation in National Values in the United States 176(4)
Age and Aging 177(1)
Sexual Orientation 177(1)
Interview with Buffy Dunker, Self-Employed Activist and Therapist 177(3)
Impact of the AIDS Epidemic on Homosexual Men 180(1)
Finding Your Way through the Maze of Ethical Conflicts 181(1)
Conclusion 181(1)
Putting Theory into Practice 182(2)
Summary 184(2)
The Social Welfare System 186(67)
About This Chapter 187(1)
Surveying the Current Scene 187(1)
The Social Welfare System 188(40)
Social Security 189(2)
Aid to Families with Dependent Children (AFDC) 191(19)
Supplemental Security Income 210(1)
General Assistance 211(1)
Food Stamps 212(2)
Special Supplemental Food Program for Women, Infants, and Children 214(1)
School Breakfast and Lunch Programs 215(1)
Medical Aid Programs 215(4)
Unemployment Insurance 219(1)
Earned Income Tax Credit 220(1)
Personal Social Services 220(1)
Vital Service Delivery Programs 221(2)
Services for Pregnant and Parenting Teens 223(1)
Mental Health Services 224(2)
Medical Social Work 226(1)
Developmental Disabilities 227(1)
Where the Money Comes From 228(11)
Private Enterprise and Social Welfare Programs 228(2)
Changes in the Economy 230(4)
Interview with Suzanne Dennehy, Hospital Worker's Union Intern 234(2)
Playing with Statistics---Who is Poor? 236(3)
The Loss of Housing 239(8)
The Homeless 240(3)
Responses to Homelessness 243(4)
Fighting Back 247(3)
Our Vision 248(2)
Conclusion 250(1)
Putting Theory into Practice 250(1)
Summary 251(2)
SECTION TWO Implementing Human Service Interventions
Working with Diversity 253(56)
About This Chapter 254(1)
An Overview of the Struggle for Equality 255(5)
Impact of Prejudice on Self-Esteem 258(2)
Understanding Ethnicity 260(38)
The Definition of Culture 260(1)
Melting Pot versus Salad Bowl Theory of Culture 260(1)
Bicultural Theory 261(1)
The Difference between ``Minority Group'' and ``Ethnic Group'' 261(2)
Learning about Ethnic Groups 263(2)
Oppression and Exclusion 265(1)
Media Stereotypes 265(1)
The Process of Acculturation 266(1)
Ethnicity, Social Class, and Gender 267(1)
Interview with Oly Reid and Inez Figueroa, Counselors at a Battered Women's Shelter 268(2)
Ethnic Identity 270(1)
Patriarchy 270(1)
The Power of Names 271(2)
Discrimination Hurts Everybody 273(2)
Institutional Racism 275(2)
Anti-Semitism 277(1)
Affirmative Action 278(2)
Immigrants 280(11)
Guidelines for Ethnic-Sensitive Human Service Work 291(7)
Working with Women 298(5)
The Women's Movement and New Social Services 299(2)
Understanding New Theories about Women 301(1)
How Feminist Theory Influences Our Practice 301(1)
A Gender Analysis of Child Welfare 302(1)
Working with Gays and Lesbians 303(1)
Working with the Disabled 304(2)
New Definition of Disability Influences Our Practice 304(2)
Conclusion 306(1)
Putting Theory into Practice 306(1)
Summary 307(2)
Interviewing 309(43)
About This Chapter 310(1)
Characteristics of an Interview 311(21)
Purposeful Communication 312(1)
Focus and Structure 312(2)
Skill and Awareness 314(7)
Awareness of Attitudes and Values 321(4)
Core Values of the Interviewer 325(4)
Interview with Chuck Snow and Elaine Saunders, Commission for the Blind 329(3)
Structure of an Interview 332(13)
Opening the Interview and Building Rapport 333(3)
Exploring the Issues 336(8)
Closing 344(1)
Recording 345(3)
Recording and Privacy 346(1)
Kinds of Recording 347(1)
Conclusion 348(1)
Putting Theory into Practice 349(1)
Summary 350(2)
Case Management/Counseling 352(43)
About This Chapter 353(2)
All Problems Are Serious Yet Ordinary 355(5)
Interview with Carmen Mejia, Family Resource Worker, Coordinated Approach to Partnership in Parenting (CAPP) 356(2)
Carmen Mejia as Case Manager/Counselor for Youthful Offenders 358(2)
Carmen Mejia as Case Manager/Counselor for the Elderly 360(1)
Goals of the Case Manager/Counselor 360(4)
Releasing or Changing a Negative Emotional State 361(1)
Understanding of Self and Situation 362(1)
Making Decisions 362(1)
Implementing Decisions 363(1)
The Process of Case Management/Counseling 364(7)
Getting Prepared for the Client and the Problem 364(4)
Reading and Evaluating Referral materials 368(1)
Methods of Collecting Additional Data about a Case 369(2)
Building Supportive Relationships 371(12)
Negotiating and Refining the Working Contract 373(3)
Deciding on Problems and Priorities 376(1)
Creating the Action Plan 376(2)
Implementing the Action Plan 378(3)
Evaluating the Work and Deciding on the Next Step 381(2)
Crisis Intervention 383(3)
Defining a Crisis 383(1)
Helping the Person in Crisis 383(2)
Crisis Intervention Summary 385(1)
Case Management/Counseling in the Era of Managed Health Care 386(5)
Recent Developments in Health Care Delivery 387(2)
The Rise of the For-Profit Managed Health Care 389(1)
Some Problems with the Expansion of the Health Care Industry 389(1)
Implications for Human Service Workers 390(1)
What Can the Individual Human Service Worker Do to Improve Health Care Delivery? 390(1)
Putting Theory into Practice 391(2)
Summary 393(2)
Facilitating Groups 395(33)
About This Chapter 396(1)
Workers as Group Members 396(6)
Group Leadership Roles Have Been Increasing 397(3)
Example of a Human Service Worker in a Community Residence 400(2)
Establishing and Facilitating a Group: Ten Key Questions 402(23)
What Positives and Negatives Should the Group Anticipate? 403(1)
What Phases or Cycles is the Group Likely to Go Through? 404(3)
Why is This Group Needed? What is its Central Purpose? 407(5)
What Activities Will Help This Group Accomplish its Purpose? 412(3)
Who Should be Included in the Group? 415(1)
What Structure Does This Group Need? 416(1)
What Kind of Leadership Does This Group Need? 417(3)
What Kind of Environment Will This Group Need? 420(1)
What Kind of Interaction Will the Members Have with the Leader and with Each Other? 420(2)
In What Ways Can We Keep Evaluating How Well the Group is Doing? 422(3)
Putting Theory into Practice 425(2)
Summary 427(1)
Program Planning 428(40)
About This Chapter 429(2)
Basic Tools of the Planning Process 431(8)
Pencil and Paper and a Word Processor 432(1)
Computer, E-Mail, and Planning Software 433(1)
Directories, Schedules, and Other Resource Materials 434(1)
Calendar/Memo Book and Clock 435(1)
Large Sheets of Newsprint, a Chalkboard, and Markers 436(1)
Clearly Focused Questions 436(2)
Interview with Raquel Rosenblatt, Program Coordinator, Fenway Project 438(1)
Phases and Steps in the Planning Process 439(26)
Troubleshooting 440(9)
Magnifying 449(7)
Microscoping 456(9)
Conclusion 465(1)
Putting Theory into Practice 466(1)
Summary 467(1)
Organizing and Changing Systems 468(37)
About This Chapter 469(1)
Getting to the Source of the Problem 469(2)
A Parable 469(1)
Stopping Problems at Their Source 470(1)
What Can One Worker Do? 471(1)
Checking on the Mental Health Quotient (MHQ) of a System 471(2)
Attitudes Toward Systems-Change Interventions 473(3)
Interview with Sara Wong, Staff Worker, Riverside Tenants Organizing Council 474(2)
Dilemmas of the Change Agent 476(2)
Workers Must Choose Sides 476(1)
Workers Must Choose among Competing Values 477(1)
Workers Must Overcome Resistance to Change with No Guarantee of Reward 477(1)
Workers Lack Models 478(1)
Changes Are Generated from the Top Down and from the Bottom Up 478(5)
Guarding Change 480(1)
The Targets of Change 481(2)
Methods of Organizing and Changing Systems 483(9)
Educating to Create Change 483(1)
Persuading to Create Change 483(1)
Pressuring to Create Change 484(1)
Choosing Which Method to Use and Who Should Lead the Struggle 484(2)
Learning about the History of the Problem and the System 486(1)
Locating the Sources of Power and Potential for Change 487(2)
Getting to Know the Resources of the Community 489(3)
Planning and Implementing a Change Effort 492(9)
Reaching Out to the Public 492(4)
Decision Making and Participation 496(3)
Changing the Rules, Regulations, and Power Arrangements of a System 499(2)
Rewards of Social Change Interventions 501(1)
Putting Theory into Practice 502(1)
Summary 503(2)
SECTION THREE Thriving and Surviving in This Field
Understanding Legal Issues 505(31)
About This Chapter 506(1)
Legal Issues That Can Confront a Worker 507(2)
Variations in the Law 509(1)
The Law as Resource 509(4)
Street-Level Bureaucracy 509(1)
Regulations: Bureaucratic Interpretations of Law 510(3)
Learning the Regulations 513(1)
The Law as Restriction 513(1)
Laws Every Worker Needs to Know 514(14)
Confidentiality 515(1)
Privileged Communication 516(4)
Privacy 520(5)
Due Process 525(3)
Helping Clients Get Their Legal Rights 528(2)
Strategies 528(2)
Some Current Legal Issues 530(3)
Interview with Donald Boucher, Mental Health Worker 530(2)
Right to Adequate Treatment 532(1)
Right to Treatment in the Least Restrictive Setting 532(1)
Right to Refuse Treatment 533(1)
The Importance of Written Plans 533(1)
Conclusion 533(1)
Putting Theory into Practice 534(1)
Summary 534(2)
Staying Current and Avoiding Burnout 536(38)
About This Chapter 537(1)
Why Stay in the Field? 538(1)
Burnout: Symptoms and Causes 539(1)
Symptoms of Burnout 539(1)
Causes of Burnout 540(13)
Psychological Conflicts 540(1)
Conflicting Social Values 541(1)
Interview with John Templeton, Welfare Worker 541(3)
The Bind of the Double Message 544(1)
Increased Bureaucratization 545(1)
Low Salaries and Increased Dissatisfaction 546(1)
Insurance and Government Reimbursement 546(1)
Time Pressures 547(1)
Lack of Resources outside the Agency 547(1)
Lack of Support from the Agency 548(1)
Pressures Exerted by Clients 549(1)
Stigma, Discrimination, and Status Ranking 550(1)
Hazards of the Work 551(2)
Some Reactions to Stressful Conditions 553(3)
Total Capitulation 554(1)
Total Noncapitulation 554(1)
Niche Finding 554(1)
Becoming a Victim Martyr 555(1)
Withdrawal 556(1)
Staying Alive---Positive Adjustments 556(15)
Combating Stress 557(1)
Problem Solving 557(1)
Gaining Power through Knowledge 558(1)
Getting Support 559(3)
Formal and Informal Groups 562(4)
Choosing Your Fights 566(1)
Creative Ways of Working 567(1)
Varying the Work 568(1)
Sharing Ideas 568(2)
Setting Limits on Self and Others 570(1)
Conclusion: Why We Stay in This Field 571(1)
Putting Theory into Practice 571(1)
Summary 572(2)
Glossary 574(8)
References 582(17)
Index 599
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