Assessing and Enhancing the Quality of Services:  A Guide for the Human Services Field

The following manual provides a new way of viewing quality assurance mechanisms and presents a variety of concrete methods for enhancing service quality while also regulating provider accountability.  The purpose of the document is to assist public officials, social services professionals, consumers, and their advocates to design and install quality assurance techniques that are cost-effective, utilize existing resources, respond to client interests, and stretch the capabilitites of social services agencies to their maximum potential.  Before outlining some of the techniques that can be employed, the remainder of the introduction describes the evolution of the manual and guide, the major findings that underpin its design, and the rationale for the organization of the material. 

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