Human resource management in community support services organizations

Human Services Sociology

The Sociology of Human Services Management

The management of human resources in a support services setting has some additional complications that might not be encountered in other industries and settings. In addition to maintaining the values of the organization and the quality of service that is provided, managers at an organization or office that offers services to the support of needy individuals and families in the community must also usually contend with budget constraints and staffing shortages, leading to different considerations of employment and handling personnel difficulties, with an eye towards the greatest benefit that can be provided to the community and the clients that the organization/office serves. This is made clear in the following case studies.

Case Study #1: Tom Martin

The fact that the current complaint about Mr. Martin's unwanted romantic/sexual advances towards his client is the third time such an incident has been reported -- even though none of the incidents were substantiated -- means that direct and immediate action must take place. The frequency of Mr. martin's alleged conduct would certainly qualify under the legal definition of sexual harassment, and indeed any romantic relationship could be considered inappropriate due to the nature of the work relationship that exists between a counselor and his clients (DOT 2009). The authoritative position of the counselor in the counselor/client relationship, as well as the instabilities that the client might be facing, make the development of a romantic relationship an almost de facto abuse of power, just as would any position of authority in a work environment (DOT 2009).

As these issues have arisen before, it is likely that Mr. Martin would feel somewhat defensive about the allegations raised in the interview. For this reason, the subject must be broached very carefully; it is very often the case that someone guilty of sexual harassment does not believe that their actions were either illegal or created discomfort, and the interview must progress with this understanding (DOT 2009). It will be necessary for Mr. Martin to fully disclose his actions and intentions -- he has already admitted to an attraction -- and the sacrosanct boundary between counselor and client must be addressed. Given the severity of the issue and its repetition, Mr. Martin would be considered for release, and subjected to a lengthy period of probation and education at the very least.

Case Study #3: Michael Thompson

Michael Thompson, a former addict and current drug counselor who is possibly showing signs of a current or impending relapse into drug use, clearly needs to talk to someone in a professional capacity regarding his current life issues. It might not be best for counseling to take place in-house, however, as addiction is often accompanied by shame and a host of other negative emotions that would not be conducive either to the work environment or to Mr. Thompson's recovery/continued sobriety (Batiste 2008). The increased difficulty Mr. Thompson has shown in his ability to handle stress complicates the mater, as it could be a sign of an already-occurring relapse, or could lead to one if it hasn't already (Batiste 2008). It also means that the added stress of bringing this issue into the open could be detrimental in the short-term.

For these same reasons, the issue of addiction needs to be broached very carefully with Mr. Thompson in the interview. Posing questions that make the problem of his addiction clear to him is one way that allows the interviewer to remain largely passive while still eliciting the necessary realizations and the beginnings of the modifications necessary for Mr. Thompson to continue to perform his job (Batiste 2008). Mr. Thompson's handling of external stresses must also be addressed, but again such behavior modification discussion should take place through another counseling service if possible so as to promote the optimum environment for success (Batiste 2008). Goal setting should be left entirely in Mr. Thompson's hands, and the hands of his counselor, and it is likely that as these issues are addressed Mr. Thompson will require some extended and more frequent breaks and absences for a time, which will reduce his stress (Batiste 2008). Mr. Thompson should be referred to an outside agency for assistance, as well as receiving support in the office.

Conclusion

The variety of different issues that can and often do arise in human services management are complex and often emotionally and intellectually difficult to deal with. Yet the number of lives that such issues impact demands that they be addressed in as direct and compassionate manner as possible, rather than handled in what is merely the simplest and easiest manner possible. In this way, true growth can be achieved in a human services organization and in the industry as a whole, and this will only lead to the better provision of services to the community.