PART 1:

The agency we are using is, Home HealthCare.  Contact the agency and arrange for an on-site visit, to include a one-on-one interview with a staff person.  When visiting the agency, be sure to observe agency activities, the environment, the consumers and staff.  During your visit gather and record the following information:

• The name of the agency, its tag line, address, phone number, fax number, website address, and agency status – private or public; for profit or non-profit.
• Environmental characteristics of the agency – internal and external, e.g., organizational climate, size, appearance, and location.
• The name of the person you are interviewing, his/her title, length of employment with the agency, length of employment in the human services field.
• The organizational structure of the agency; obtain a chart if possible.
• The vision and mission of the agency.
• The primary and secondary goal(s) of the agency.
• The consumer needs the agency seeks to meet.
• The activities offered to meet the intended goals.
• The person(s)/stakeholders the agency serves.
• The cost of the service for the consumer.
• The eligibility requirements t receive services.
• The process by which consumers are referred.
• The process and tools/paperwork used to assess the consumer, the direct service provider, and agency/consumer goals and outcomes. Obtain copies if possible.
• The funding source(s) and amounts/percentages received by the agency.
• The number of human services professionals employed, breakdown by position/job title.
• The skills and education required for each different position.
• The salary ranges offered for each position.
• The ratio of supervisor to direct human services provider.
• The ratio of human services provider to consumer/client.
• The turnover rate and number of vacancies per position.
• The types of services offered to staff, such as reflective supervision, team meetings, counseling, training, continuing education opportunities, etc.
• Printed literature, reports, program descriptions, brochures, newspaper articles etc. that describe the programs and services provided by the agency, as well as the consumer.

Part I of this report should be a brief summary of the information collected, in the order provided; not to exceed 6 pages; including printed materials at the end of the report.

PART 2:

Contact a person (not yourself) who is currently receiving services from a human service professional at the agency you profiled.  Arrange for a one-to-one interview at a location most suitable to the consumer.  During your interview, gather and record the following information:

• The name of the person interviewed, date, time, and location of the interview.
• Personal demographic information including:
  • Gender
  • Age
  • Race/ethnicity
  • Sexual orientation
  • Spoken language
  • Marital status
  • General economic income/status – no income, little income, middle class, upper class
  • Number of people in household
  • Highest educational level completed
  • Employment status – not working, part-time, or full-time
  • Number of children
  • Religious identity
  • Other
• The consumer’s initial reason for seeking assistance.
• The process by which the consumer was referred to the agency.
• How quickly the consumer was contacted by a HS professional.
• The consumer’s first impression of the HS professional.
• How soon assistance was granted by the HS professional to the consumer.
• The length of time the consumer has received services at the agency.
• If the consumer has been assigned different HS providers, briefly describe the process.

This second part of the report will consist of 8-9 pages.  The first two pages should be a summary of the information collected, in the order provided.  The next 4 pages will consist of the completed Consumer Service and Satisfaction Survey.  The final 2-3 pages will be a concise written response to the following:

1. Provide 2 reasons explaining why you feel the interview was effective.
2. On a scale from 1-5 (higher is better), rate the accuracy of the responses the consumer provided to you and explain your rating.
3. What would you do differently if you conducted the interview again?
4. How effective do you believe the agency is in meeting the consumer’s needs?

At a minimum, when responding, apply concepts and principles learned from your experience, class lectures and discussions, and the Neukrug text.