wp.cune.orgwp.cune.org/.../Horton-Final-Human-Service-Agency-Org… · Web viewOn January 18,...
Transcript of wp.cune.orgwp.cune.org/.../Horton-Final-Human-Service-Agency-Org… · Web viewOn January 18,...
Running head: HUMAN SERVICE AGENCY ORGANIZATION PLAN 1
Human Service Agency Organization Plan
Veronica Horton
Concordia University
6/23/2015
HUMAN SERVICE AGENCY ORGANIZATION PLAN2
Introduction
On January 18, 2010 my life would forever change. I found myself with my two kids
packing frantically while a police officer watched over us for our safety. We had been staying
with a friend who got violent. I had nowhere to go and was in a matter of seconds homeless. I
entered a local homeless shelter and for eight months that is where we lived. It was the lowest
point in my life however; I had hope for a better future. The shelter provided food, housing,
support, and a safe place although did lack some assistance and programs that would greatly
benefit their guests. I have used my experience to develop House of Hope and Empowerment
bringing the hope, love, and compassion to other individuals as they work to overcome and
improve their lives.
Knowing the Environment
There are many factors to consider with a program or services being provided. House of
Hope & Empowerment will be no different. One of the factors is accountability. Lewis et al.,
(2012) states that human services programs are now expected to measure and document
outcomes not only what is provided (pg. 26). This is needed for many purposes as keeping
accountability of everything helps to determine what is working and what is not working. It also
plays a significant role in determining grant funding from the state and federal aid. Having
accountability also will be vital to show businesses and groups who are helping to support
through donations and services that value is present and helping the public that it is serving. “It
is clearly in the best interest of human service organizations to promote policies that facilitate
new funding and service opportunities rather than constraining them” (Lewis et al., 2012, pg.
27). As human being and human service professionals we have a responsibility to help advocate
HUMAN SERVICE AGENCY ORGANIZATION PLAN3
for others to ensure each person is receiving adequate services and use of resources. If we are
not willing to stand up for what is right and needed then who will?
Economical is a struggle for many and especially the individuals and families I am looking to
serve and help get them on both of their feet. Continued creativeness and how to be wise and
productive with funding will be a factor. Knowing how and when to use resources provided can
make a huge difference. Developing a good networking relationship with businesses and other
organizations will be vital to the economic factor as they are a huge component in the
community where donations, time, and volunteers will be actively involved.
Social factors of course will involve the diversity of the area. In this area it is comprised of
majority of Native European, Hispanic, African American, and Eastern decent, in that order.
Another growing population in the homeless sector is older women in their 50’s up. They are
now facing lack of employable skills and little to no financial resources after divorce or death of
their spouse. Another social factor is young mothers who also lack the skills required to have
employment which actually is enough to afford to take care of themselves much less children.
Having mothers with children also contributes to space restraints and logistics of how and what
programs and services will actually be best. Lastly, those with mental health issues and those
with substance abuse problems add to the population that will need to be guided or redirected to
services that will help them best.
Technology can be our friend. Now more than ever the use of computers has grown and
communication through email has made everything faster and more efficient. Technology and
the use of computers and software programs aids in helping to keep the accountability and
numbers all situated and ease of documenting. An important factor for me is the use of
computers and on-line classes for those who are looking to go back to school and or have studies
HUMAN SERVICE AGENCY ORGANIZATION PLAN4
to do. Technology reduces paper work and makes quick work resulting in being able to have less
employees or volunteers. Therefore, it helps economically too.
In order to assess the needs of the community I have talked with the local shelters in the area
that are already serving the community. The idea is not to replace current services provided but I
want to help pick up and fill the gap of what is being missed or is still very much needed. For
example, based on my discussion with Liz Eakin; the executive director of Lazarus House, I
know that there is a growing issue of single mothers who are not making enough to support
themselves and their kids as well as the aging population of women. Those two groups are still a
need that is not being able to be met adequately enough with the services already in existence.
Through community and local agency survey’s more information and details of needs can be
made. I would also want to meet with community members and political players in the area to
hear their concerns and/or opinions. Addressing the needs and strengths will be an ongoing
assessment to make sure that the work we are doing and people we are serving are actually being
helped and goals being met.
I think that the cultural and diversity that will affect the program the most is the language
barrier. Communication is so vital and having staff and/or volunteers who are able to help with
effective communication with specifically Spanish will be critical. I think having mutual respect
of others will be important when dealing with others and helping others deal with each other.
For some, it may be very different for them depending on how they were raised or cultural
expectations. Being aware other cultures will be a key factor and as staff and volunteers,
something which will which will be a continued process to ensure that we are being aware of.
HUMAN SERVICE AGENCY ORGANIZATION PLAN5
Planning
The primary mission and goals for House of Hope & Empowerment is to provide
homeless individuals and families with the necessary tools to overcome their circumstances with
love, supportive services, encouragement, and grace with the goal of rebuilding healthy and
stable lives.
The goals of House of Hope & Empowerment are:
1) To provide is to a safe and supportive environment for individuals to grow and
become self-sufficient.
2) To help individuals face and take ownership of their problems.
3) To assist individuals with obtaining work and education either through work study
program, college, or trade schools.
4) To prepare guests to confidently reenter society in a home of their own.
The first goal would be measured by whether there are any issues or problems with life at
the house that would make the facility unsafe. If there were issues we could see what needed to
be reworked or tweaked to provide the safety and security for the guests. Measurement of the
environment overall would be by surveys and reviews from guests, staff, and volunteers. As well
as the success and growth of individuals. Additionally making the environment a nice
atmosphere and reasonably comfortable.
The second goal would be measured with the help of counselors and the guest. A guest
who constantly keeps blaming others for their circumstance and not taking any ownership or
responsibility for their situation is not there yet. I feel that is a big part of healing and
overcoming issues is taking ownership of one’s part in situations.
HUMAN SERVICE AGENCY ORGANIZATION PLAN6
The third goal is to get individuals working and in school and utilizing school career
counselors. That seems pretty easy to measure because they either are or they are not working.
The program would help with identifying job training opportunities and job leads for guests. The
guests do have to do the work with creating their resume and attending interview workshops all
of which will be designed to help them gain employment.
Goal number four is measured by the guests being able to successfully enter society.
They have gone through the different classes offered such as budgeting for example. They have
been employed, saved some money even, and are not at a place that they can venture out beyond
transitional housing onto their own.
I think there are several services which will be beneficial to help achieve the goals listed.
Initially they will be involved counseling and small groups such as: therapeutic, educational,
domestic violence, career oriented, and parenting (if they have children). They would be based
on the needs for the guests but availability would range from domestic violence, substance abuse,
and mental health in general. These more than likely would be out of the facility but groups such
as Bible study, parenting, and coping/stress classes would be onsite. I also think that specialized
groups for kids would be beneficial as it can be tough on them. Counseling and groups also
assists in guests taking ownership of their role in their situation.
Having additional classes and group time available to help learn computers, budgeting,
healthy cooking, exercise, spiritual, arts and crafts, vegetable gardening, and even DIY projects
that can be done around a house I think are all beneficial to providing great tools for success.
These go along with being self-sufficient and will be beneficial when they are on their own.
I also want to help instill a heart for giving back. When staying at the facility everyone
would participate in volunteering and helping with the cleaning and mainitance of the building
HUMAN SERVICE AGENCY ORGANIZATION PLAN7
and grounds. I would love to have special trips to places like Feed My Starving Children or
other places where guests can give back. I think that is so important and would be one of the
requirements to staying at House of Hope & Empowerment.
Organization Theory & Design
The theory I would utilize at House of Hope & Empowerment is the Open Systems
Theory. Lewis et al., (2012) describes the open systems theory as a set of systems that interact
with one another, resulting in the affect that if something changes with one part it may affect
another area (pg. 89). Open systems take into account the environmental factors coming in as
well as those going out. The characteristics of the system are: defined by the properties, system
is physical and/or conceptual entity composed of interacting parts within an environment which
interact as well, has a preferred state of being, and the different parts of the system may be
systems of themselves (pg. 89). According to Lewis et al., (2012) when there is change within
the system then adaptations are made to remain in the preferred state of being. A preferred state
is to maintain stability. Having an adaptive system provides the capability to respond and adjust
to changing conditions of the environment (pg. 89).
This theory is applicable to my program because unlike private businesses the transitional
housing center will be influenced greatly by outside factors such as; the guests and their issues,
funding, community relations, and all the variables of services provided. There has to be
movement and adjustments made to meet the goals of the house as well as the individual goals of
the guests. For staff it is important for them to feel part of the network working for the same
goals and mission. Providing an open systems theory allows for fluctuation to occur while still
keeping the pieces that must stay steady intact. I believe that having an open systems approach
will be one of the theories utilized at House of Hope & Empowerment.
HUMAN SERVICE AGENCY ORGANIZATION PLAN8
Organization Departments
Lewis et al., (2012), states that even the smallest of organizations have a hierarchy of
power and authority, starting with the board of directors, executive director, and other
administration staff (pg. 111). Below I have listed and described positions and general job duties
for each position. Below the job descriptions is an outline of department heads underlined with
staff under them. Based on each job description and the placement of department head, the work
is divided out. Having an idea of what each position is responsible for makes it clear as to who
does what in the facility.
Board of Directors are comprised of selected members should have professional experience
and/or experience working with homeless individuals as well as possess an understanding of the
issues faced by the homeless population. Individuals whom have previous experience in
establishing and/or running a non-profit organization would also be ideal members to serve as
board members. Additionally, other professionals such as lawyers, accountant, teachers, nurses
who are familiar with the community and additional resources would be ideal.
Executive Director who is responsible for overseeing all staff, coordination of all program
elements, coordinating with the Board of Directors, engaging in all necessary public relations
which pertain to the transitional house programs, researching new and continuing funding
sources, grant writing, and administrative tasks as need and required.
Program Director is responsible to the supervision of the transitional house program elements,
specifically on resident’s supportive services, treatments plans, and any necessary case
management and counseling. They are also responsible to coordinating with the case manager
for intake and assessments of individual programs, and address the needs of the clinical program
elements. Additionally, duties include coordinating and maintaining social services network.
HUMAN SERVICE AGENCY ORGANIZATION PLAN9
Day Care Director will adhere to state and federal regulations in regards to providing daycare
for guests. Will oversee the day care assistant and support staff in providing a clean, enriched,
safe, and fun learning environment for the children.
Business Manager is responsible for the finances for the housing facility including
bookkeeping, ordering supplies, accounting, and additional financial duties as well as working
with the Funding/Resource Department.
Funding/Resource will focus on researching and applying for grant funds through state and
federal resources. They will research and utilize resources within the community and coordinate
yearly fundraising events to help bring awareness and funds into the house.
Resident House Manager is responsible for supervising and advising the residents in the house.
Discipline those residents in violation of facility rules, regulations, and policies.
Shift Counselor is responsible for problems that occur during their shift and work along-side the
Resident House Manager. Duties may include individual counseling sessions, helping guests
with problems, and positively interacting with guests providing an additional support system.
Case Manager will conduct assessments of incoming guest’s mental, emotional, and social
needs as well as their needs and establish if they meet the general requirements for being a guest
at House of Hope & Empowerment. The case manager will work with guests in establishing
goals and a treatment plan to meet the goals. The case manager will use resources and services
to help guide the development of skills with guests. They will meet with each guest one on one
weekly for review and goal checks.
Security is responsible for monitoring the buildings to help ensure the safety of all guests and
staff.
HUMAN SERVICE AGENCY ORGANIZATION PLAN10
Transportation/Support has the responsibility of providing safe transportation of program
participants to scheduled destinations such as doctor, counseling, work, and/or school in a safe
and realable vehicle.
Volunteer Coordinator this person is responsible to coordinating with volunteers in the
community. The coordinator will work with groups including: spiritual, educational, political,
and youth-based programs in the community. They will work with volunteers coming into the
house to volunteer as well as help coordinate guests to volunteer out in the community, as part of
the Giving Back program at House of Hope & Empowerment.
Board of Directors
Executive Director
Day Care Director Program Director Business Manager Resident House Manager
Daycare assistant Case Manager Funding/Resource Shift Counselor
Supportive Staff Volunteer Coordinator
Security Volunteers
Transportation/Support
With different roles and jobs there has to be an effectively coordinated system in place so
everyone knows expectations of their roles. Having weekly meetings with the head department
staff will be a key component to ensuring that the needs of staff and guests are being met. This
will also help to ensure that we are achieving credibility with progress reports on guests. I think
it is important to ensure that all the staff is heard as well and monthly all staff meeting will be
conducted as well. To help ensure that the work was being done effectively I would have drop-
HUMAN SERVICE AGENCY ORGANIZATION PLAN11
in visits. I also would like to promote an environment of safety and security in that the guests
feel comfortable to talk if there were issues. With an open system there is allowance for changes
that can be made to accommodate environment changes and guest’s needs as well as staff needs.
I would utilize volunteers and guests to help with daily things such as cleaning. With everyone
working together for the same goals, communication will be vital to the effectiveness of
everyone working together.
Jobs and Supervision
There are several roles at House of Hope and Empowerment (HHE) and the Program
Director is a vital component for HHE. Below I have included a brief role, duties, and
responsibility descriptions. Lewis et al., (2012) states there are two considerations in regards to
job design 1) the job needs to enable the accomplishment of program objectives and meet
expectations of stakeholders and 2) the position should have elements built in that provide a
high-quality working life for an employee (pg. 118).
The Program Director is responsible to the supervision of the transitional house program
elements, specifically on resident’s supportive services, treatments plans, and any necessary case
management and counseling. They are also responsible to coordinating with the case manager
for intake and assessments of individual programs, and address the needs of the clinical program
elements. Additionally, duties include coordinating and maintaining social services network.
They oversee and coordinate all aspects of ongoing program including planning, staffing,
organizing, and controlling program activities.
HUMAN SERVICE AGENCY ORGANIZATION PLAN12
Primary Duties and Responsibilities
Plan the program
Plan the delivery of the overall program and activities in compliance with the mission and the
goals of HHE.
Cultivate new initiatives to support and encourage the strategic direction of the organization.
Develop and employ long-term goals and objectives to achieve the successful outcome of the
program.
Work with the Executive Director and Business Manager on an annual budget and operating
plan to support the program.
Develop a program evaluation framework of accountability the strengths of the program and to
identify areas for improvement and growth.
Develop funding proposals for the continuous delivery of services.
Organize the program
Ensure that program activities function within the policies and procedures of the organization.
Ensure that program activities comply with all relevant legislation and professional standards
set forth by state, community, and HHE.
Develop forms and records to document program activities and status.
Manage the collection and maintenance of records on the clients of the program for statistical
and accountability purposes according to the confidentiality/privacy policy of the organization.
Staff the program
In consultation with the Executive Director, recruit, interview, and select well-qualified
program staff.
Apply the human resources policies, procedures, and practices of the organization
HUMAN SERVICE AGENCY ORGANIZATION PLAN13
Ensure that personnel files for the program are properly maintained and kept confidential
unless legally required to disclose.
Establish and execute a performance management method for all program staff and volunteers.
Connect volunteers for appropriate program activities with established volunteer management
practices.
Lead the progra m
Ensure all staff members receive orientation and appropriate training in accordance with HHE
standards and policies.
Direct program staff by providing direction, input, and appropriate feedback.
Communicate and establish relationships with clients and other stakeholders to gain
community support for the program and to solicit input to improve the program.
Coordinate with other managers to ensure the effective and efficient program delivery.
Coordinate delivery of services with different program activities to foster effectiveness and
efficiency.
Control the program
Write reports on the program for management, stake holders, and funders.
Communicate with funders in accordance with the funding agreements.
Ensure that the program operates within the permitted budget
Evaluate and approve all budgeted program expenditures.
Monitor cash intake/outtake projections and report actual cash flow and discrepancy to the
Executive Director on a regular basis (monthly/bimonthly).
Manage all project funds in accordance with established accounting policies and procedures.
Keep all financial records for the program are up to date.
HUMAN SERVICE AGENCY ORGANIZATION PLAN14
Provide necessary information to have invoices generated and submitted to funders according
to the set timelines.
Identify and assess the risks associated with program activities and take appropriate action to
minimize the risks.
Monitor the program activities on a regular basis and conduct an annual/bi-annual assessment
according to the program evaluation framework.
Report evaluation findings to the Executive Director and advocate changes to enhance the
program.
The primary qualifications for program director that I would be looking for are education,
knowledge, skills, and ability, Proficiency in computers, personal characteristics, experience,
and working conditions. Below I have further broken down specifically what I would be
looking at.
Education
University BA degree in a related subject
Life experiences
Experience
3 to 5 years experience in a related field
Knowledge, skills and abilities
Knowledge of program management and implanting.
Knowledge of client groups and/or issues related to the program area.
Knowledge of working with homeless and persons in distressed situations
Ability to multi task effectively.
Proficiency in the use of computers for:
HUMAN SERVICE AGENCY ORGANIZATION PLAN15
Word processing
Simple accounting
Databases
Spreadsheets
Internet
Personal characteristics
HHE is focused with the care of persons and personal characteristics are vital to the program and
the mission. The Program Manager should demonstrate competence in majority or all of the
following:
Behave Ethically: Understand ethical behavior and business practices, and ensure that own
behavior and the behavior of others is consistent with these standards and expectations with
the values of the organization.
Build Relationships: Establish and preserve positive working relationships with others, both
internally and externally, to achieve the goals of the organization.
Communicate Effectively: Speak, listen, and write in a clear, thorough, and timely manner
using appropriate and effective communication tools and techniques.
Creativity/Innovation: Develop new and unique ways to enhance operations of the
organization and to create new opportunities where fit.
Focus on Client Needs: Anticipate, understand, and respond to the needs of internal and
external clients to meet or surpass their expectations within the organizational parameters.
Foster Teamwork: Cooperatively and effectively work with others to set goals, resolve
problems, and make decisions that enhance organizational effectiveness.
HUMAN SERVICE AGENCY ORGANIZATION PLAN16
Lead: Positively influence others to achieve results that are in the best interest of the
organization.
Make Decisions: Evaluate situations to conclude the importance, necessity, and risks, and
make clear decisions which are timely and in the best interests of the organization.
Organize: Establish priorities, develop a schedule, observe progress towards goals, and track
details, data, information, and activities.
Plan: Influence strategies to move the organization forward, set goals, create and implement
actions plans, and assess the process and results.
Solve Problems: Review problem situations to identify causes, gather and process relevant
information, generate possible solutions, and make recommendations to resolve the problem.
Working Conditions (that they expect and/or how it is)
Program Managers usually work in an office environment but the mission of the organization
may sometimes take them to non standard workplaces.
Program Managers work a standard work week but may be required to work some evenings
and weekends to monitor program activities.
I would assess whether potential job candidates possess these qualifications by an intensive
interview process. When I interviewed for the YMCA as a Site Director, the interview process
was in depth. It consisted of several pages of questions and scenarios of possible situations and
they wanted to know what I would do in those cases. Additionally, I would follow through with
contacting references. I have experienced and observed jobs where the references were ever
contacted. Lewis et al., (2012) addresses how a hiring committee should be utilized to help with
the interviewing and hiring process, to assist in screening and selecting candidates (pg. 121). I
HUMAN SERVICE AGENCY ORGANIZATION PLAN17
would defiantly have a hiring team together and think it is important to have multiple opinions
working together to help grow the team.
Some of the key questions I would ask during the interview process would be about their
previous work experiences, problem solving, relationship, leadership, and strategic thinking
questions. Below I have included summary and sample questions I would potentially ask.
Problem-Solving Questions
Asking problem-solving skills questions I seek to find out how the applicant handles
workplace demands, how s/he approaches situations and solves problems, whether s/he plans in
advance for problems that may encounter and how well she uses available resources to solve
problems. An example of a problem-solving question is: Tell us about a time when you
encountered a problematic situation in your work. How did you manage this? What were the
results?
Relationship Questions
A program director needs to be well-networked with government agencies and
community groups. Ideally s/he should have some experience in interacting with the media.
These relationships are important due to the nature of the work of a program director which
includes: raising funds for a project, creating a suitable public relations image for the
organization, and finding opportunities for the organization. An example of a relationship
questions is: What type of organizations have you partnered with in your current or former job to
advance the mission of the organization you work(ed) in? How did that go?
HUMAN SERVICE AGENCY ORGANIZATION PLAN18
Leadership Questions
Leadership is important and questions can help determine the applicant's ability to mentor
employees and to identify skill gaps and the strengths and weaknesses of employees especially of
those in management roles. Examples of leadership questions include: What do you picture
leadership to be? What is your leadership background in terms of managing successful projects?
What is your leadership style?
Strategic Thinking Questions
Strategic thinking questions I would use to assess the decision-making skills of the
applicant with regard to the specific job applying for. This means that s/he must be able to
demonstrate an understanding of the policies, trends and events in the field. Examples of
strategic thinking questions are: What successful strategies have you developed and implemented
in the past? What would you do differently for this organization? What important developments
are affecting this industry and how can we benefit from this?
Helping Philosophy
We really need to know the candidates philosophy on helping. After all HHE is about
helping and empowering people. Examples of helping philosophy questions are: What is their
philosophy for helping people? When is a time they were helped and how did it make them feel?
When was a time that they helped someone and how did they feel and what were the results of
them helping?
With all of these questions I would be seeking knowledge, confidence, and positive results
achieved. I would also be looking for someone who demonstrates good leadership qualities as
well as someone who demonstrates a servant leader’s heart (even though they may not even
HUMAN SERVICE AGENCY ORGANIZATION PLAN19
realize it). I would be looking for someone who is a team player yet knows and is capable of
making decisions on their own.
Lewis et al., (2012) states that supervisor roles must fulfill multiple roles and jobs in
organizations to help ensure and have effective services to meet the client’s needs (pg. 141). At
HHE, that would be true as well. Each director and manager will have multiple roles and need to
work with each other as well as additional staff and volunteers. Communication and respect will
be critical. The supervisors will need to provide encouragement, support, and motivation to staff
(pg. 142).
I have identified the Executive Director as the Clinical Supervisor role overseeing the
Program Director, Day Care Director, Business Manager, and Residential Manager. Each other
those roles will then oversee staff below them such as: Program Director to Case Manager,
supportive staff, and volunteer coordinator, Day Care Director to day care staff, Business
Manager to funding/resources staff, and Residential House Manager to shift counselors
Bringing in a Program Director is a big deal as they do have a large job with many
responsibilities. I think it is important to do introductions with current staff and allow the new
Program Director a chance to share information about themselves and what they hope to achieve
in their new role with our organization. From my previous experience with non-profit
organizations they had allowed the person to give a brief history about their background as well.
It helped to tell the employees, that the person does have some experience. Additionally, I
would want to have one or two people help the new Program Director get used to the facility and
people we are serving. There needs to be a learning period for the new hire to get accustomed to
the different roles, policies, and procedures. I would encourage goals for themselves and meet
with them weekly or bi-weekly to see how those goals are coming along and if there are any
HUMAN SERVICE AGENCY ORGANIZATION PLAN20
questions or concerns. I would want to assure them to ask if there are any questions or problems.
I would expect current staff to be helpful and forth coming of any information to help acclimate
the new Program Director to House of Hope & Empowerment.
Budgeting and Information
Lewis et al., (2012) states that a line budget is the simplest format in creating a budget
and may or may not include items such as: personnel, non-personnel items, consulting costs,
equipment, supplies, travel, capital outlay, and additional expenses (pg. 166). Using the
Homeless Shelter Industry Salary (2015) I was able to find the average salary for positions at
House of Hope & Empowerment (HHE). I do know that some of these positions could be
combined which will create decrease staff as well as decrease the budget.
Line Item Amount
PersonnelExecutive Director (1 FT) $53,347Program Director (1 FT) $51,265Day Care Director (1 FT) $50,943Business Manager (1 FT) $46,014Funding/Resource (1 FT) $46,014Resident House Manager (1 FT) $34,432Shift Counselor (3 FT @ 35,748/year) $107,244Case Manger (1 FT) $34,589Security (3 FT @ 25,940/year) $77,820Volunteer Coordinator (1FT) $34,515Day Care workers (3 FT) $24,441
Fringe Benefits (28% of income per employee) $148,276Personnel Total $677,836
Equipment and Supplies Living QuartersSingle beds (x11) $2,900Bunk beds (x10) $3,500Crib (x10) $2,100Dresser (x11) $1,800Armoire (x11) $1,750
HUMAN SERVICE AGENCY ORGANIZATION PLAN21
Table (x11) $1,500 Bathroom (x11)Shower/Tub unit $5,500Sink $1,300Toilet $2,750Mirror $550Total $23,650
Communal KitchenFridge (x2) $3,100Range stove (x2) $1,800Sink (x2) $700Dishwasher (x2) $3,500Microwave $300Toaster (x2) $50Mixer $40Blender $200Pots/Pans/dishes/utensils.etc $1,000Total $10,690
Laundry RoomWasher (x3) $2,700Drier (x3) $2,700Utility sink $140Total $5,540
Common RoomCouch (x2) $800Arm Chair (x4) $400Coffee Table $150End Table (x8) $700Total $2,050
Dining RoomDining set for 8 (x3) $3,500Booster seats (x8) $450High Chairs (x10) $550Total $4,500
Transportation Van $35,000Licenses/Insurance $5,000Total $40,000
Indirect costsBuilding Costs $1,500,000
HUMAN SERVICE AGENCY ORGANIZATION PLAN22
Utilities $18,000Garbage Services $5,000Administration Costs (computers, printer, copier, office supplies, filing cabinets, desk, etc) $10,000Upkeep Costs $10,000Total $1,543,000
Total Start up cost: $2,153,990 Yearly Run Cost: $710,836
The budget numbers are based from figures from online for: Home Depot, Target, GMC,
Serve all garbage service, and Wayfair.com. While these numbers to reflect having to purchase
them new, many items would be sought after for donation of material and/or time and skills.
Additional items to be donated would consist of Electronics for common room, books, toys,
food, bedding, and clothing.
When a new person comes to HHE they will be required to fill out an application and
survey as well as go through an interview in order to be enrolled into the transitional housing
program. This will allow us to better assess their needs and our ability to serve them adequately.
Someone will be available to go through this with each person to answer any questions they
have.
House of Hope & Empowerment ProgramNeeds Assessment SurveyPlease check all that apply
Education/Training:_____Complete my GED/high school diploma _____Explore high education_____Learn a trade_____Other_____________________
Job Preparation Skills:_____Identify my job skills and interests_____Organize a job search_____Learn how to fill out a job application_____Job interview skills_____Resume writing
HUMAN SERVICE AGENCY ORGANIZATION PLAN23
_____Basic office skills_____Other_____________________
Job Relationship Skills:_____Be able to work well with others_____Take constructive criticism_____Know how to analyze constructively_____Learn ways to deal with conflicts_____Learn what employers expect of me_____Other________________________
Financial Management:_____Learn how income assistance programs_____Learn how to budget_____Learn how to get the most value from money when shopping_____Open a saving and checking account_____Learn ways to save money_____Arrange to pay my debts_____Other:________________________
Housing:_____Apply for housing assistance programs_____Locate adequate and affordable housing_____Learn what good housing is_____Learn how to handle landlords_____Learn the rights and responsibilities of a tenant_____Other:____________________
Parenting:_____How to care for my child_____Coping skills as a parent_____Discipline skills_____Being the best mom I can be_____Other:______________________
Relationships:_____What is a healthy relationship_____What do I do if I need help_____Know my value and worth _____Other:____________________
Upon leaving House of Hope and Empowerment there will be an exit interview and a re-
evaluation of their assessment survey to confirm that the items indicated in the beginning were
HUMAN SERVICE AGENCY ORGANIZATION PLAN24
met. Items may have been added during their stay at HHE and those would be accounted for as
well. Their quality of life will be determined by meeting their needs and following them through
the first six months to a year once out of the transitional house into their own. This will allow
for any guidance or questions they have once on their own. Post a year out of the transitional
house they should be capable of managing their household and making good life choices.
Evaluation
For House of Hope & Empowerment (HHE) I would use a combination of both quality and
quantitative methods also known as mixed methods (Lewis et al., 2012, pg. 223) to evaluate my
organization. Lewis et al., (2012), states that qualitative methods such as interviews, a formative
evaluation is able to assess how the program proceeds and suggests possible changes (pg. 216).
Having this form of evaluation provides stakeholders, funders, and boards with accurate
information on the status of programs. Additionally, it helps to know what is working and what
is not working and what needs to be addressed to better serve the guests or clients. For the
purpose of HHE, I want to know that the quality of services is the best they can be and if
adjustments need to be made. Quality assurance is vital for many organizations and answering
whether or not minimum and accepted standards of care are being met for guests (Lewis et al.,
2012, pg. 217). Additionally, keeping records and evaluations serves added resources for
accountability and any court records if needed.
The types of evaluations I would use to measure the overall quality of HHE are a
combination of several. Although some information may overlap I would want to have an
accurate picture for stakeholders, funders, and the board of directors. The first one would be an
outcome evaluation. According to Lewis et al., (2012) in outcome evaluation, the objectives are
stated and as well as expected results (pg. 215). I believe this process would occur weekly for
HUMAN SERVICE AGENCY ORGANIZATION PLAN25
guests as short and long term goals are made. For the organization itself, this would be measured
by the guests are achieving the desired outcome. Process evaluation is an ongoing procedure.
This will look at how the program is looking and working to achieve optimum goals (pg. 216).
Thirdly I want to look at the efficiency and effectiveness of HHE. Lewis et al., (2012)
describes this as the data gathered through outcome and process evaluations (pg. 217). The
efficiency measures the cost per output (pg. 217). In regards to HHE, I will want to look at the
cost of programs and the desired results. If a program in HHE is not working and is not cost
effective then reevaluation of the program is needed.
It seems fitting that the Empowerment Evaluation described in Lewis et al., (2012) is ideal in
evaluating HHE. It includes ten principles: improvement, community ownership, inclusion,
democratic participation, social justice, community knowledge, evidence-based strategies,
capacity building, organizational learning, and accountability (pg.221). According to Lewis et
al., (2012) the empowerment evaluation is most appropriate where the goals of a program are
about helping participants become more self-sufficient and are personally effective (pg. 221).
Referring back to the Needs Assessment Survey (see below) filled out during the intake
process, which will serve as starting point for needs and goals to be accomplished for each
person. I would also use questionnaires early on the arrival of someone entering into the
program to find out what they want and/or for see getting discharged from the program and what
they hope to gain beyond the needs assessment questions.
In the end I would not only want to see the needs simply met and they are self-sufficient but
for personal growth and development as a human being and all other roles they play in life. Their
success is fully documented along the way and easy for stakeholders, funders, and board
members to see. Their successes are celebrated.
HUMAN SERVICE AGENCY ORGANIZATION PLAN26
House of Hope & Empowerment ProgramNeeds Assessment SurveyPlease check all that apply
Education/Training:_____Complete my GED/high school diploma _____Explore high education_____Learn a trade_____Other_____________________
Job Preparation Skills:_____Identify my job skills and interests_____Organize a job search_____Learn how to fill out a job application_____Job interview skills_____Resume writing_____Basic office skills_____Other_____________________
Job Relationship Skills:_____Be able to work well with others_____Take constructive criticism_____Know how to analyze constructively_____Learn ways to deal with conflicts_____Learn what employers expect of me_____Other________________________
Financial Management:_____Learn how income assistance programs_____Learn how to budget_____Learn how to get the most value from money when shopping_____Open a saving and checking account_____Learn ways to save money_____Arrange to pay my debts_____Other:________________________
Housing:_____Apply for housing assistance programs_____Locate adequate and affordable housing_____Learn what good housing is_____Learn how to handle landlords_____Learn the rights and responsibilities of a tenant_____Other:____________________
Parenting:_____How to care for my child_____Coping skills as a parent_____Discipline skills_____Being the best mom I can be_____Other:______________________
Relationships:_____What is a healthy relationship_____What do I do if I need help_____Know my value and worth _____Other:____________________
HUMAN SERVICE AGENCY ORGANIZATION PLAN27
In a human service organization, “goals are always focused on improving the lives of the
people and communities being served (Lewis et al., 2012, pg. 2). House of Hope &
Empowerment focus is on that, improving the lives of others and communities. When people are
given the tools and support to change their lives they also change the lives of their children. It is
crucial that when people are having a tough time in life and are trying to improve their situation
that others reach their hand out to help lift them up to succeed and be self-sufficient.
References
HUMAN SERVICE AGENCY ORGANIZATION PLAN28
Homeless Shelter Industry Salary, Average Salaries | PayScale. (n.d.). Retrieved June 12, 2015,
from http://www.payscale.com/research/US/Industry=Homeless_Shelter/Salary
Lewis, J.A., Packard, T.R., & Lewis, M.D. (2012). Management of Human Service Program: 5th
Ed. Brooks/Cole, Cengage Learning. Belmont, CA