Part Two:

Challenges in day-to-day human service work

1.  There are multiple challenges in human services; continued _______________development is suggested as a strategy to help professionals meet the challenges that they face.
2. Allocation of resources:  Although traditionally, administrators and boards of directors are responsible for allocating resources, or for deciding who gets what time, money, space, etc, in reality, _________________________ also make these decisions.
3. The demand for resources often outweighs the _____________ resources, leaving the human services professional to decide which client gets which services and resources.
   1. One of the daily resources that Ms. LaRosa allocates first is ___________.

Paperwork Blues

4. Paperwork has many functions including providing a permanent record for the services received by the client and documenting client _____________ in the service delivery system.
5. A thorough written record includes: 
   1. An intake interview
   2. A _____________ history
   3. Medical, _______________ and mental health records
   4. Record of referrals
   5. Case notes of any helper-client ___________________
   6. Time spent by the agency or professional, which is used for billing and __________________ audits.

                                                               i.      This is particularly important in times of strict professional accountability and ______________ resources.

                                                             ii.      Work with managed care companies and insurance companies has complicated _____________ and increased required ______________

6. Knowing how to handle paperwork is a _______________ and a responsibility

Turf Issues

7. There is tension and competition within the human services delivery system, although for the most part there is cooperation and good will as agencies strive together to meet common ________________.
8. Turf issues arise when agencies ________________ for the same resources
9. ___________________ is a complex undertaking that requires constant attention

Encapsulation and Burnout

10.  Encapsulation is retreating from helping by becoming ___________and insensitive
    1. Encapsulated workers depend only on their own personal experiences and __________________, which limits their understanding of the client.
    2. Professionals who do not expand their knowledge remain limited in the ways in which they can ___________ their clients.
11. Burnout, resulting from the strain and stress of professional demands, ____________the helper’s ability to work with clients
    1. Burnout affects how workers _______________ clients.
    2. Some symptoms of burnout include:  lower expectation of performance, severe emotional _______________ from work, reduced _______________ involvement with clients.
    3. Physical symptoms of burnout can include _______________ fatigue, stomach trouble, and _______________ abuse.
    4. Burnout is a pattern of being and thinking that cannot easily be interrupted unless you make specific efforts to alleviate it; recovery may necessitate many changes in the life and _______________of the burnt out professionals.

Professional Development

12.  Professional _______________ efforts counter burnout and encapsulation
13.  Professional development includes developing new knowledge and skills and continuing _______________
14. Commitment to the _______________ is also a part of professional development.
15. An informal professional development process can include continuous updating of knowledge of the _______________, its professionals and its resources.

Promoting change in a dynamic world

16.  For a human services worker to be able to be effective and responsive to client and community needs, she will need to be able to function as a ______________________________.
17. Human service professionals will need to be able to promote _______________ in the local community through developing specific services in response to community needs.
    1. The community has a _______________role in the causation and resolution of client problems.
    2. An advocate, or one who speaks up for the rights of others, often has a difficult task of advocating for the establishment of services that are _______________.
    3. Helpers who discover that the services needed by their clients cannot be met by the current human service delivery system have a responsibility to work with others to develop _______________ ways of meeting those needs.
    4. Individual advocacy is easier than _______________ advocacy, which involves developing a _______________ voice.
    5. Process of advocacy includes identifying needs, how to meet needs, and working with _______________ to provide resources
18. Human service professionals will need to initiate and participate in community organizing.
    1. This occurs when the development of a _______________ of individuals and communities has enough power to create and promote change
    2. This results in improving the client’s _______________
19. Empowering a specific population that previously had little power or status can help that population learn to _______________ for themselves and facilitate their own change.
    1. The primary goal is placement of _______________ in hands of client
    2. The human services professional will _______________ and train clients to _______________ their efforts
    3. The characteristics of the model include:

                                                               i.      Education and training

                                                             ii.      Knowledge to turn information into _______________

                                                            iii.      Developing a structure that supports _______________

                                                           iv.      Efforts are_______________ run

                                                             v.      Develop environment to encourage _______________