Katherine Selber

A Customer-Oriented Model for Managing Quality in Human Services

Abstract The authors examine the unique challenges of establishing and maintaining a quality focus in human services. They also pro-Eose a model, the Gap Model, for measuring and managing quality in uman services. Key concepts on both the customer and provider sides of the model are explained within the context of human services. The authors address the implications for adapting the model for human ser-vice managers.

Visioning Family-Centered Care in Genetics: What Parents and Providers Have to Say

The purpose of this multisite exploratory research study involving focus groups of consumers and service providers was to generate stakeholder input for a statewide strategic plan for genetic services in the southwestern region of the United States. This article describes the qualitative methods by which the data were collected and summarizes major themes in participants’ perceptions about genetic services. It also describes processes related to obtaining genetic services and characteristics of an ideal service delivery system for children affected by genetic disorders and the families that care for them. Implications for practice and policy are also reviewed.

An Exploratory Study of the Benefits of a Mindfulness Skills Group for Student Veterans

Military personnel are increasingly transitioning out of the military. Veterans bring varied strengths and experiences to their academic journey as they enter colleges and universities. Many campuses are responding to the unique needs of these veterans by offering academic, emotional, and personal support to assist them in their quest for a university degree. This article describes an exploratory qualitative study of the benefits of a mindfulness skills group program designed to assist student veterans in coping with stressors related to their transition from warrior to student on a large campus that has a robust veteran-friendly initiative. This program was offered in a group format over three semesters and served 14 students. Qualitative data on perceived benefits of the program were collected from nine of these students using pre–post questionnaires and feedback from a post-intervention focus group. Data analysis indicated several themes related to perceived benefits of participating in the mindfulness skills groups. Findings suggested students attributed improved emotional and physical coping, positive changes in personal functioning, improved organizational capabilities, and improved stress management skills to participation in the mindfulness skills group. Lessons learned from implementing this program are offered.

Dual Mission: An Innovative Field Model for Training Social Work Students for Work with Veterans.

This descriptive article explores a collaborative model that blends the dual missions of training social work students to work with military personnel, veterans, and their families while serving student veterans on campus. The model consists of 2 main components: (1) a nationally recognized service component for providing academic, health and behavioral health, career, and research and technical assistance services for student veterans as they transition into, through, and out of higher education; and (2) a training component for social work students that includes a campus-based field unit that trains social work students to work with student veterans, a course on helping troops and veterans transition, and a federal grant designed to produce social work graduates for working with veterans.

Assessing the Perceptions of Program Providers for Serving Children With Genetic Disorders and Their Families

This article reports on a study examining perceptions of staff of state health and human service programs on the family-centered nature of services for children with genetic conditions and their families. The article provides information on the qualitative and quantitative methodologies used to obtain stakeholder input from staff in partnering organizations. Twenty programs were invited to participate in a Web-based survey that yielded a response rate of 75% (N = 15). Findings indicate that few program staff understand genetic conditions or services. Data also indicate a need to enhance family input into the service design, evaluation, and policy development processes of existing services.

Experiences of Student Veterans with Social Anxiety and Avoidance: A Qualitative Study

ABSTRACT Eight-to-ten percent of returning combat veterans report symptoms of Posttraumatic Stress Disorder (PTSD), of which 7–13% also report symptoms of Social Anxiety Disorder. Both disorders are characterized by maladaptive patterns of social functioning, which can have significant effects on the lives of returning combat veterans and increase suicidal risk. The objective of the present study was to identify elements of the lived experience of college student veterans experiencing social anxiety and avoidance. Twelve student veterans with post-9/11 active duty service were interviewed about their lived experiences with social anxiety/avoidance within the framework of phenomenological theory. Data was analyzed using multilevel coding and theme analysis. Analysis of interview themes (n = 12) clarified university campus environments that induce social anxiety/avoidance and the impact on personal and professional relationships, learning, and navigation of physical space. Implications of this study include addressing student veterans’ needs through clinical intervention and further representative research on prevalence rates of these risk factors in various university and community college settings.

Developing Family-Centered Models of Genetic Services

Abstract This article reports the findings of an exploratory, multi-method study conducted for a state health authority to examine stakeholder perceptions of existing genetic services and service ideals using survey and focus group methodologies. A web-based survey of medical providers and allied health professionals (N = 567) examined the knowledge needed by service providers to deliver competent genetic care. A second web-based survey of programs (N = 15) viewed as potential partners in the delivery of genetic services was conducted to explore the potential for interagency coordination, the family-centered nature of these services, existing training, and general agency ideals and values. Focus groups were also conducted with 4 groups of families and 3 groups of service providers to explore their perceptions of current and ideal services. The strategies yielded important information around service needs, resource issues, barriers to service, psychological issues, and education and information needs related to the delivery of genetic services. Implications for professional education, especially social work education, are also covered.

Reaching Out: Evaluation of a Health Promotion Website for Children with Disabilities and Their Families

Abstract This article describes how a state health authority capitalized on the increased popularity of the Internet among consumers by launching a website devoted to improving communication among persons interested in children with disabilities and their families. The health authority collaborated with a local school of social work to redesign the website using the family-centered paradigm and evaluate its effectiveness. A sample of 51 respondents participated in the web-based survey. The article describes the process and methods of evaluation as well as the results of the survey to enhance feedback for the websites further development. Lessons learned for the design, development, and marketing of future websites are also covered.