Staff Perceptions of Variables Affecting Performance in Human Service Organizations

In: Nonprofit and voluntary sector quarterly: journal of the Association for Research on Nonprofit Organizations and Voluntary Action, Band 39, Heft 6, S. 971-990

Abstract

This article summarizes results of a study of programs providing workforce and educational development services for high-risk youth. A model of management functioning and program performance is used as a structure for program staff to rate the relative importance of selected inputs (clients, staff, resources, etc.) and throughputs (management and service delivery processes, framed here as management and program capacity) as they affect results. Factors seen to be most important in affecting performance included adequate funding for the program, leaders having a positive attitude, staff being motivated and committed, a facilitative organizational structure, and a budgeting process which ensures effective resource allocation. Because performance measurement is seen as multidimensional and socially constructed, findings also include respondents' opinions on the most relevant measures of performance. These results can provide insights and guidance to researchers and agency managers regarding studying and improving organizational performance.