HSM 240 Week 7 - DQ 1 - 7708

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Compare and contrast the types of delivery systems as mentioned in Ch. 7 of the text. What should agencies want in terms of “good” service and benefit delivery? Explain your answer

Centralized service-delivery systems: this is a pyramid system (not to be confused with scheme, well, maybe) with the person of the highest rank or authority being at its peak, usually the Chief Executive Officer, with its support staff who has their own specialized duties, a legal staff, and accounting. Then there are the line staff of administrative officers, the program directors and supervisors who carry out the directives, or orders of the CEO. On a chart it is very easy to see who reports to whom and who is where in the hierarchy, and in what rolls downhill.

Client-centered management and inverted hierarchy service delivery systems:  Hey! This is my job now! It is a social service delivery organization and an unsatisfying place in which to work.  The staff works directly with the clients and are overburdened and underpaid. High stress, lack of support from managers makes this a teeth grinding job. The main problem with this organization is it is centered on its own structure and survival and has little or no time or energy to be client or customer centered, let alone for its own staff. Well, where I work it is all centered on the customer for the CCR, but the rest of the company seems to care less about them, and even less about the CCR!

I believe that where I work, they BELIEVE they have an inverted structure with the customer/consumer on top of the pyramid and then the “trickle down” theory which was brought about by President Reagan, of which I am still waiting for some trickle, to the customer care representative, to the managers, to the supervisors, and then to the highest in the company all the way to the CEO. But I am not feeling the love.

I like the Federated service delivery organizations that share in the responsibilities and coordinate the work, this sounds like a great idea and I always like the idea of cooperating within a structure, it makes sense.

Then there is the case management service delivery system, the case worker, which we are all familiar with. He/she is responsible, it seems, and on how miserable they can make our lives when we are in need. Maybe it is the poor wages they earn, or the people trying to cheat the system that gets them down and they can no longer see the people who are truly in need. But I ramble.

Solution Description

Compare and contrast the types of delivery systems as mentioned in Ch. 7 of the text. What should agencies want in terms of “good” service and benefit delivery? Explain your answer

Centralized service-delivery systems: this is a pyramid system (not to be confused with