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Feb 20, 2024

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CONDUCTING AN ORGANIZATIONAL AUDIT (pages 94-97 of Reisch) (Adapted from Lewis, J., Lewis, M., Packard, T., & Souflee, F. (2001). Management of human service programs. Belmont, CA: Brooks/Cole.) Indicate the degree to which each factor is present in your organization. Use a rating of “4” if all aspects are fully present with positive effect; use a “1” when the factor is absent or not at all effective; use a “2” or “3” to reflect relative amounts of the factor being present/effective or problematic. Use the Following Scale in Answering the Questions Below: 1 = To little or no degree 2 = To some degree 3 = To a great degree 4 = To a very great degree Part 1. Planning To what degree: 1. ___4__ Does the organization have and use a strategic plan? 2. ___3_ Does the organization have a clearly defined mission that is well known, well understood, and well accepted by staff members? 3. ___4__ Are the strategies, goals, and objectives of the organization based on the mission? 4. ___3__ Are the goals and objectives complete and clear? 5. ___4__ Do the objectives reflect measurable client benefits and other outcomes? 6. ___3__ Are the plans of the organization used on a regular basis? The WTCH Program is funded by a federal body, so patient outcomes are well documented, and the positive impact of the agency is measurable. The strategic plan is part of the proposal and is reviewed every year. The Director of CDC (Centers for Disease Control) oversees CDC/NIOSH responsibilities under the WTC (World Trade Center) Health Program. The CDC is involved in reviewing performance plans, documenting progress, identifying risks, and interceding as necessary to ensure the highest standards of performance. There is a program handbook that clearly stipulates the purpose and scope of the program as well as the policies and procedures that supply the comprehensive framework for administering the program. Within the Rutgers Center of Excellence, the goals are to provide the highest quality care to the first responders that have health issues due to their time following the 9.11 attacks. The agency has milestones and goals for each patient (e.g., annual monitoring visits, nurse check-in.) There are Reisch, Michael. Macro Social Work Practice, Cognella, Inc., 2018. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/rutgers-ebooks/detail.action?docID=6123808 Created from rutgers-ebooks 09-21 15:51:29.

observable physical, mental, and social health benefits for the clients. There is a regular reporting cycle to the government agencies (monthly, quarterly, annually) covering patient statistics and financials. A dedicated program manager oversees the relationship with the government and any feedback for improvement. Management of the Environment To what degree: 7. ___4__ Can you identify the problems or needs the organization intends to address? 8. ___4__ Can you define the target population (e.g., demographics, geographic boundaries) the organization intends to serve? 9. ___4__ Are key stakeholders (funders, other agencies, regulators) satisfied with agency programs and services? The challenge the agency faces is lack of staff. The Social Work team, for example, always has a heavy workload. The demand for the agency’s services is higher than ever, as the program is the fastest growing center of excellence across the seven WTCHP sites. The target population is the first responders that served in downtown Manhattan and the surrounding area the days, weeks, and months after the 9.11.01 attacks. The feedback from clients is extremely satisfactory. The CDC conducts a Contractor Performance Assessment Report (CPAR) that the WTCHP receives, and the feedback has been positive year on year. Client Relations To what degree: 10. __3__ Can you define what consumers of the service perceive their needs to be? 11. __4___ Is the relationship between the organization and its clients clearly defined and communicated to both? 12. ___4__ Are clients satisfied with the services as delivered by the organization? In general, the clients of the program are suffering from physical or mental health conditions as a direct result of the exposure to the 9.11 attacks and the aftermath. The extent of everyone's needs can vary greatly; however, for the most part they would like to seek care for any condition, support to deal with trauma, and the certification to be able to receive compensation where applicable. The social work team contacts every patient at the time of their annual visit to the clinic to discuss the process of certification and what benefits are in scope of the program. Additionally, the benefits Reisch, Michael. Macro Social Work Practice, Cognella, Inc., 2018. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/rutgers-ebooks/detail.action?docID=6123808 Created from rutgers-ebooks 09-21 15:51:29.

counselor advises the patient of outside resources that are available to them as first responders. The agency clearly defines what the patient can expect from the WTCHP. Clients are always pleased to hear from the WTCHP as evidenced in the benefits assessment calls as well as patient satisfaction surveys that are completed at the annual monitoring visits. Program Design/Technology To what degree: 13. _4___ Is each service appropriate to meet identified client or community needs? 14. _3___ Are service delivery technologies appropriate to achievement of the mission, strategies, and objectives? 15. _3___ Does the agency base its service delivery methods on the most powerful proven models and theories? 16. _4__ Is each service effective in accomplishing its stated goals and objectives? 17. _4___ Are there clear program standards that describe the quality and efficiency of services expected for clients? 18. __4__ Does the organization specify objectives and outcomes for each client? The WTCHP is a medical home, where in some cases the patient does not have a primary care physician. Technology to manage patient information is through an EMR system that also links to the hospital network. The agency will move from EMR (a Citrix based application) to EPIC to be in line with many other organizations in the medical profession. In terms of technology to deliver services, the agency is using Talksoft to communicate with clients in an ethical manner. The agency medical staff, nurses, social work, and mental health teams specialize in the conditions that this population faces. The challenge is the program does not cover non-WTC conditions. The agency identifies conditions and recommends that patients follow up. There are clear program standards and a program manager that is in direct contact with the government bodies supplying oversight. Quality assurance metrics are measured on a regular basis. Structure and Design To what degree: 19. __4___ Are all staff members’ roles and performance expectations clear and agreed to? 20. __4___ Are the organization’s structure and reporting relationships clear to all? 21. __4___ Does the organization have clear, written policies and procedures consistent with its mission and goals and that drive expected behavior? 22. __4___ Is the agency’s structure clearly aligned with strategy? 23. __3___ Is the agency’s structure flexible and minimally bureaucratic? 24. __4___ Does the organization’s structure facilitate cross-function collaboration, teamwork, and support? Reisch, Michael. Macro Social Work Practice, Cognella, Inc., 2018. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/rutgers-ebooks/detail.action?docID=6123808 Created from rutgers-ebooks 09-21 15:51:29.

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