Social Services Administration In Hong Kong

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1 Social Services Administration In Hong Kong Tneoretical Issues ana Case Studies

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3 Social Services Administration In Hong Kong Theoretical Issues ana Case Studies Editors Chan Kam Tong & Diana Mak World Scientific New Jersey London Singapore Hong Kong

4 Published by World Scientific Publishing Co. Pte. Ltd. 5 Toh Tuck Link, Singapore USA office: Suite 202, 1060 Main Street, River Edge, NJ UK office: 57 Shelton Street, Covent Garden, London WC2H 9HE British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library. SOCIAL SERVICES ADMINISTRATION IN HONG KONG Theoretical Issues and Case Studies Copyright 2003 by World Scientific Publishing Co. Pte. Ltd. All rights reserved. This book, or parts thereof, may not be reproduced in any form or by any means, electronic or mechanical, including photocopying, recording or any information storage and retrieval system now known or to be invented, without written permission from the Publisher. For photocopying of material in this volume, please pay a copying fee through the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, USA. In this case permission to photocopy is not required from the publisher. ISBN This book is printed on acid-free paper. Printed in Singapore by Mainland Press

5 Foreword The idea of writing a casebook was made many years ago when the programme of the Post-graduate Diploma in Social Service Administration was first introduced in The major reason of publishing a casebook on social service administration is twofold: 1) to examine some of the prominent issues affecting the social services organizations in Hong Kong in time of changes; and 2) to materialize the essential cases of different domains of social service management. The social services in Hong Kong have undergone tremendous changes in the past years. After the subvention review by the former Cooper and Lybrand Consultancy Company Ltd., the Government of Hong Kong has introduced the Quality Assurance framework called the Service Performance Monitoring System, SPMS, Lump Sum Grant, as well as competitive bidding. Many NGOs have encountered great challenges in terms of the new administrative arrangement and cultural changes. This book has collected a number of case studies from former students of the Master of Arts (Social Work) students whose stream of study was Social Service Administration. Many of these studies were the action learning projects conducted by them. As part of the course requirements, students have to design and implement a change project which aims at solving a particular management issue or problem in their serving organization. They have to apply the theories to the real life situation and examine some of the issues of concerns in implementing changes in the context of Hong Kong. I am grateful to some of our friends and colleagues in the social services organizations for contributing the articles. This book takes a longer period of time to be completed than we have expected. One of the reasons is due to the difficulties in finding suitable cases. The other reason was that we wanted to have a wide variety of V

6 vi Social Services Administration in Hong Kong cases so that a more comprehensive coverage of materials could be made. We are glad the book is published eventually and we sincerely hope that this book would provide contribution to the management training for the social service administrators in Hong Kong. Chan Kam Tong and Diana Mak

7 List of Contributors AU Wai Cheung, Cliff Mr. Au is currently Supervisor of Group Work Unit at the Yam Oi Tong. He has also worked as Fieldwork Supervisor at the Hong Kong Polytechnic University. He obtained his MA(SW) degree in Social Service Administration from Hong Kong Polytechnic University as well. CHAN Fung Yi, Pauline Ms. Chan is currently Instructor at the Department of Applied Social Sciences, Hong Kong Polytechnic University. She has worked in the community development services for many years before she joined the university. She obtained her MA(SW) degree in Social Service Administration from Hong Kong Polytechnic University. CHAN Kam Tong, Tom Dr. Chan is currently the Stream Leader of the Social Service Administration stream of the Master of Arts (Social Work) Programme. He has worked as TQM Consultant of many non-governmental organizations and hospitals on implementing total quality management in both Hong Kong and Canada. CHAN Mei Lan Miss Chan was formerly the TQM coordinator of the Grantham Hospital of Hong Kong. She is a nursing officer. CHIU Ting Yin, Dominic Mr. Chiu is currently the TQM coordinator of the Community Rehabilitation Network (CRN) of the Hong Kong Society for Rehabilitation. He is an occupational theraptist and has served at the CRN since it was first established. vii

8 viii Social Services Administration in Hong Kong HO Suk Yi, Ivy Ms. Ho is currently a social worker at the Community Rehabilitation Network (CRN) of the Hong Kong Society for Rehabilitation. She was formerly Fieldwork Supervisor at Hong Kong Polytechnic University and has obtained her MA(SW) degree in Social Service Administration form Hong Kong Polytechnic University as well. HO Wing Cheung, Andy Mr. Ho is currently Supervisor of an Integrated Team at the Hong Kong Federation of Youth Groups. He obtained his MA(SW) degree in Social Service Administration from the Hong Kong Polytechnic University. LEUNG Sau Chu Dr. Leung is currently the Hospital Chief Executive (HCE) of the Grantham Hospital. She has very substantive experience in health education and health promotion, as well as continuous quality improvement in hospital setting. LAM Chu Lee, Zarina Dr. Lam is currently Consultant of the Social Welfare Department as well as Fellow of the Centre on Ageing of Hong Kong University. She was formerly Lecturer of the Hong Kong Polytechnic University. Being commissioned by the Health and Welfare Bureau and the Social Welfare Department, she has conducted study in reviewing the home help services in Hong Kong and providing training in MDS Accreditation. LAM Wan Cheung, Winnie Miss Lam is now a social worker at the Social Welfare Department. She is currently enrolling the MA(SW) Programme specializing in Social Service Administration. MAK Ping Sze, Diana Professor Mak is currently Professor and Head of Department of Applied Social Sciences, Hong Kong Polytechnic University. She has served as a member of the University Grant Committee (UGC) and now appointed as member of the Social Welfare Advisory Committee (SWAC). She has provided consultancy services and advices to many social welfare organizations in Hong Kong.

9 List of Contributors ix MOK Tai Kei, Henry Dr. Mok was formerly Associate Professor of Department of Applied Social Sciences, Hong Kong Polytechnic University and a former Professor at the Department of Social Work, Baptist University. He has taught the subject Program Evaluation during his service at the Hong Kong Polytechnic University. SZE Yuk Hiu, Alan Mr. Sze was a research associate and currently Lecturer of the Department of Applied Social Sciences of the Hong Kong Polytechnic University. He was trained in economics in both undergraduate and masters levels at the University of Hong Kong. His research interest focuses on social security and institutional development in both China and Hong Kong. SZETO Wai Chu, Rachel Miss Szeto is now working as an Officer at the Anti-discrimination Commission. She was formerly served as an Assistant Division Officer of the Hong Kong Council of Social Service. She obtained her MA(SW) degree in Social Service Administration from the Hong Kong Polytechnic University. TSOI Yuen Kan Ms. Tsoi is currently the Supervisor of the Medical Social Service of the United Christian Hospital. She obtained her MA(SW) degree in Social Service Administration from the Hong Kong Polytechnic University. YUEN Chi Chuen Mr. Yuen is currently a social worker at the Social Welfare Department. He has obtained a Post-graduate Diploma in Social Service Administration from the Hong Kong Polytechnic University.

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11 Contents Foreword v List of Contributors Part I Theoretical Issues in Social Services Administration 1. Prominent Issues Affecting Non-Governmental 3 Organizations in Hong Kong and Its Implications to Social Work Education CHAN Kam Tong 2. The Dynamic Relationship among Different Functions of 15 Supervision YUEN Chi Chuen 3. Evaluating Social Work Effectiveness: An Illustration from 27 a Comparative Evaluation of Three Labour Education Programs in Hong Kong MOK Tai Kei, Henry Part II Case Studies on Social Services Administration in Local Context vii 4. Adaptation of an Organization to the Environment and Its 49 Implication to Its Internal Structure: A Case Analysis of the Hong Kong Council of Social Service before Restructuring SEZTO Wai Chu, Rachel XI

12 xii Social Services Administration in Hong Kong 5. Towards Total Quality in Community Rehabilitation Network: 73 The Experience of Implementing Total Quality Management CHIU Ying Yin, Dominic, CHAN Kam Tong and HO Suk Yi, Ivy 6. Continuous Quality Improvement (CQI) in Grantham 85 Hospital LEUNG Sau Chi and CHAN Mei Lan 7. The Implementation of Case Management Model: A Way 101 Ahead for a Better Service Delivery System in Medical Social Service TSOI Yuen Kan 8. Customer Participation in Management Reform: Examples 123 from Medical Social Service Settings LAM Chu Lee, Zarina 9. Establishment of a Computerized Management Information 133 System in a Social Welfare Agency: A Case Illustration AU Wai Cheung, Cliff 10. Designing Performance Indicators for an Experimental 159 Project: Multi-disciplinary Team for Elderly Street Sleepers LAM Wan Cheung, Winnie 11. Organizational Change: Case Analysis on the Formation 187 of Integrated Team for Youth Service HO Wing Cheung, Andy 12. A Case Study of an Administrator in a Social Service 205 Organization: Morality and Strategy CHAN Fung Yi, Pauline

13 Contents xiii Part III Prologue 13. Impacts of Welfare Reform on Non-governmental 231 Organizations in Hong Kong: Future Research Agenda CHAN Kam Tong and Alan Sze

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