Securing the most Important Input $Pray for miracles, work for results

St. Augustine

HSO are heavily resource dependentresource dependence= needing outside

resources to survive.

$ Almost always comes from outside the organizationGovt. grants, individual donors, foundations,

internal fund raising efforts

Attracting DonorsDevelop a compelling story/case

Create real, personal, urgent appeal

In the startup founders must have fundraising responsibility

Attracting Donors (cont)Maintain donors trust (money is spent wisely

and serves the mission)

Create annual donors

Create a culture of fundraising

Develop an email strategy

Financial Vulnerability: Factors Financial vulnerability= likely to cutback its service offerings

immediately when it experiences a financial shock

Equity Balance: ratio of assets/revenueReserve funds held by the HSO (slack resources)

Revenue Concentration: diversity of sources of revenueMultiple sources= less vulnerable

Administrative Costs: ratio of admin expenses/total expenseshigher costs=ability to absorb financial shock

Operating Margin: ratio of net revenue/total revenueHow much revenue is retained, foreshadow budget

surpluses or deficits

Tuckman & Chang

People as Raw MaterialsDistinguishing characteristic of HSO.

In FSO raw materials consist of resources/materials to be transformed into desired finished goods and services.

In HSO: the core activities of the organization are “structured to process, sustain, or change people who come under its jurisdiction.”

The patient reacts or can participate in the throughput (transformation process)-dynamic.

Sources for Service RecipientsMandatory referral by court

Referred by physician or other professional (ie social worker)

Sought out service/treatment

Transformation ProcessService recipients may not be receiving services

voluntarily

Difficult cases to treat-people in bad life situations

Client involvement/compliance is critical for success

Expectations for the service and outcomes may differ

Standardizing treatment can be difficult due to diversity inherent in service recipients

Service Providers (i.e. teachers and social workers) Inputs of HSO

“Volunteers are (my) most important market….the more volunteers we can attract the more we can serve”

Francis Hesselbein, Girl Scouts of America

Operational level workers are volunteers or paid employees

Service providers are professionals such as social worker

Volunteers/employees and professional service providers get satisfaction from the work itself and not necessarily the paycheck

Motivating your WorkforceRecruiting and maintaining workforce is a

process that requires much management attention

Provide the tools and technology that allow workforce to perform duties

Provide recognition and gratitude

Personal fulfillment from the good provided by the HSOMotivation of the spirit, moral calling

Service provider/service recipient relationship is dynamic-both receive something from the other

HSO: Worker Motivation (cont.)HSO workers usually paid less (if paid at all) than their

FPO counterparts.

HSO workers receive intrinsic satisfaction from their work.

Well being of the worker is enhanced by investigating in the well being of the client.

Moral work.

HSO worker is most likely to be female.

Not unusual that the HSO worker is a client and job is part a component of service received.

Contrasts: Service Professional and Other Worker Distinguish Characteristic

Organizational employee Professional service provider

Ideological Commitment Loyal to organization Adhere to Professional standards

Knowledge Base Org. based training Professional education

Status Base Internal Promotion External-credentials (ie licensing)

Role Employee Practitioner

Tasks Technical Skill based

Accountability To organization To clients

Context of operation Organizational Procedures

Professional Standards

Orientation to clients People processing People serving

Gibelman & Furman

Contrasts are Source of TensionEmployees identify with and are loyal to the organizationAccept goals, values, norms of organizationOrganization is point of reference- agent of the

HSO

Professionals adhere to standards of their profession above that of the organizationWork autonomously and have priorities and

standards set by their professionServe the clients not the organization

Discussion: Why is this information important?

Dynamic Relationship: Research Findings“The dynamic interaction of attitudes and emotions

between the caseworker and client, with the purpose of helping the client achieve a better adjustment between himself and his environment.” (Biestek)

“a two-way process in which both parties affect each other and, ideally, where both parties learn and change within this process. Change is seen as a reciprocal, two way process where every experience influences the next stage in a person’s life” (Salzberg & Wittenberg)

Caregiver and Recipient Relationship Unlike in an FPO customer is not KING-customer

satisfaction is not as critical to organization goals- Customer of HSO rarely controls resources needed by HSO

for survival

The caregiver’s ability to protect the patients interest is limited by roles, regulations, SOPs of the HSO

His her interests are best protected by the caregiver

The HSO’s practices and delivery of services are influenced by the environment requirements to grant legitimacy

Tension HSO Management and Service Providers“the more our churches and hospitals and universities run like

businesses, the less inclined anybody is to pour out their time, heart and sweat…”

Management controls and policies can conflict with service delivery

Puts service provider in conflict with HSO

Demotivating, negative effect informal organization policies/systems (iceberg below the surface)

Reading: Case Study Nutrition Alliance

Be able to answerMission of the HSO?

Issue what problems were they experiencing?

Solution?

Benefits and potential problems?

AssignmentsFor Monday research Pediatric Therapy

NetworkMissionPrograms/technology

Paper: For what do you want to be remembered?WhyWhere did these feelings come fromWhat is the path you will take/how do you get there