Only Get Better: A Guide to Social Services Performance Measurement Processes for Frontline Staff

Baffled by Performance Indicators? Baffled by why they are not done away with, or baffled by why others cannot see how useful they are? Well help is here, regardless of where you sit in this often heated debate. "Only Get Better?" is an attempt to help first line managers, front line staff, as well as students, teachers, service user representatives, voluntary organisations and partner agencies to understand: how this system came about; how it works; what the impact has been; how they might make best use of it; and how it might be changed and improved in the future. Exercises are provided to help groups and teams to develop their own responses to the ideas explored in the book, which cover: how a range of front line staff have reacted to the requirements of the performance assessment system; how the system came about - its origins in the Citizen's Charter, Blair's 1997 modernisation agenda for local government, the 1998 social services Performance Assessment Framework, and the 2002 Star Rating system; the detail of the system - definitions of performance management, national priorities, the PAF, the workings of individual Pls. It also covers: the intentions and philosophy and what they have delivered for the government, services users, the general public, senior managers, junior managers and front line staff; also, the perversities and the potential for future development; how staff can use the current process; how they can improve their organisations' approach to improving performance; how the CSCI, DoH and social service managers might make something more helpful for service users out of the current system; and how performance assessment operates in Scotland, Wales and Northern Ireland, and in other public services.

Table of Contents:
Introduction. Setting the scene. The context of performance measurement and performance assessment. The current process of performance measurement and performance assessment. Analysis. How can it be improved?

About the Author :
David Burnham works as Head of Information for Lancashire Adult Social Services - although previously his role included responsibility for information and performance for Childrens' services too. He has considerable experience as an operational manager, trainer and in social care education. He is currently an ADSS representative on the Performance Co-ordinating Group. He has had a number of articles on social care published.