Service Delivery System of the United Services Agency. Monograph IV of United Services Agency Evaluation Project

摘要

The delivery of services through the United Services Agency (USA) demonstration project in Pennsylvania is discussed. The report is the fourth in a series of 10 monographs on the USA. A complex of several different service delivery systems comprise the overall USA system. Five multiservice centers differ, with some services centralized and each program division retaining at least some of its services. In compliance with the policy context of the USA, income maintenance and social services are separated but are colocated in each center. To achieve the single intake objective, all requests were initially channeled through the human service planner. Because this proved an unsatisfactory procedure, applicants are channeled directly to income maintenance workers, thus compromising the single - entry feature. Demands and workloads vary among the multiservice centers. Overall, caseloads for both human service planners and program workers are remarkably low for public social service agencies. Two centralized USA service programs, transportation and housing, appear to be very successful in meeting recognized needs. The use of purchase - of - service contracts is limited. Multiservice centers improve accessibility and the utilization of social services. Consumer response to the USA is favorable. A list of references is provided.