Abstract
Record review procedures and contingent performance feedback were used to monitor and improve the record-keeping performance of human service staff in a behavioral residential treatment setting. A multiple baseline design was employed across three groups of B.A.-level human service personnel. The study consisted of five conditions: (1) Baseline 1; (2) Written Instruction·(memoranda); (3) Written Performance Feedback; (4) Verbal Performance Feedback; and (5) Baseline 2 (return to the Baseline 1 condition). Dependent measures included highly reliable ratings by independent observers of the (1) essential documents present in case records, (2) documents appropriately located/organized in case records, and (3) an overall rating of documents present, correctly organized, signed and dated, and not duplicated in the records. Results indicated that the procedures most frequently used to provide feedback to human services personnel—meetings, policy and procedure mannuals, and/or written memoranda—were not as effective as verbal feedback sessions in prompting staff participation in case record maintenance. Findings were interpreted to suggest that, with adequate training, supervision, and performance appraisal, direct service personnel in residential treatment settings can effectively manage clients' case records and become more involved in, and committed to, accountability and quality control.
Similar content being viewed by others
References
Burg, M. M., Reld, D. H., & Lattimore, J. Use of a self-recording and supervision program to change institutional staff behavior. JOURNAL OF APPLIED BEHAVIOR ANALYSIS, 1979, 12 (3), 363–375.
Christian, W.P. A case study in programming and maintenance of institutional change. JOURNAL OF ORGANIZATIONAL BEHAVIOR MANAGEMENT, in press.
Christian, W. P., Clark, H. B., and Luke, D. E. Safeguarding clients' rights in the provision of clinical counseling services to children. In G.T. Hannah, W.P. Christian, and H.B. Clark (Eds.), PRESERVATION OF CLIENTS' RIGHTS: A HANDBOOK FOR PRACTITIONERS PROVIDING THERAPEUTIC, EDUCATIONAL, AND REHABILITATIVE SERVICES. new York: MacMillan/Free Press, 1981, pp. 19–41.
Christian, W.P., and Hannah, G.T., EFFECTIVE MANAGEMENT IN HUMAN SERVICES. Englewood Cliffs, Now Jersey: Prentice-Hall, 1983.
Hannah, G.T., Christian, W.P., and Clark, H.B. (Eds.) PRESERVATION OF CLIENT RIGHTS: A HANDBOOK FOR PRACTITIONERS PROVIDING THERAPEUTIC, EDUCATIONAL, AND REHABILITATIVE SERVICES, New York: MacMillan/Free Press, 1981.
Montegar, C.A., Reid, D.H., Madsen, C.H. and Ewell, M.D. Increasing institutional staff-to-resident interactions through in-service training and supervisor approval. BEHAVIOR THERAPY, 1977, 8, 533–540.
Panyan, M., Boozer, H., and Morris, M. Feedback to attendants as a reinforcer for applying operant techniques. JOURNAL OF APPLIED BEHAVIOR ANALYSIS, 1970, 3, 1–4.
Quilitch, H. R. A comparison of three staff-management procedures. JOURNAL OF APLIED BEHAVIOR ANALYSIS, 1975, 8 (1), 59–66.
Quilitch, H. R. Using a simple feedback procedure to reinforce the submission of written suggestions by mental health employees. JOURNAL OF ORGANIZATIONAL BEHAVIOR-MANAGEMENT, 1978, 1, 155–163.
Risley, T. R., and Favell, J. E. Constructing a living environment in an institution. In L. A. Hamerlynck (Ed.), BEHAVIORAL SYSTEMS FOR THE DEVELOPMENTALLY DISABLED: II. INSTITUTIONAL, CLINIC AND COMMUNITY ENVIRONMENTS. New York: Brunner/Mazel Publishers, 1979.
Thompson, T., and Grabowski, J. (Eds.), BEHAVIOR MODIFICATION OF THE MENTALLY RETARDED. New York: Oxford University Press, 1972.
Author information
Authors and Affiliations
Additional information
Christian, Walter P., Ph.D.—is a licensed Clinical Psychologist, is Executive Director of the May Institute, Inc., Chatham, Mass., and a Management Consultant for a number of human service agencies and state service systems. He presently holds faculty appointments with the Dept. of Human Development, University of Kansas; Department of Neurology, Fufts University School of Medicine; Rehabilitation Institute, Southern Illinois University; Department of Psychology, University of Mass.; and is on the staff of Children's Hospital Medical Center in Boston. Dr. Christian currently serves as Region I Governor for AMHA.
Norris, Mary B., B.S.—is currently completing studies toward a doctoral degree in Developmental/Child Psychology at the University of Kansas.
Blew, Priscilla, A., B.S.—is Coordinator of Recreational Services at the May Institute, Chatham, Massachusetts, and is currently completing studies toward a master's degree in Human Development from the University of Kansas.
Rights and permissions
About this article
Cite this article
Christian, W.P., Norris, M.B., Anderson, S.R. et al. Improving the record-keeping performance of direct service personnel. Journal of Mental Health Administration 11, 4–7 (1984). https://doi.org/10.1007/BF02829016
Issue Date:
DOI: https://doi.org/10.1007/BF02829016