Suchergebnisse

Organisations providing human services are under increasing pressure to demonstrate quality from a range of sources such as new legislation and new requirements for government funding. Four dimensions for examining quality, derived from program evaluation theory, illustrated some of the contradictions surrounding these expectations. The research used a qualitative and grounded approach to exploring clients', volunteers' and coordinators' notions of quality service. The clients' and volunteers' perceptions of quality were highly experiential, related to the specific context and focussed on strong trusting personal relationships. Clients were also very conscious of their lack of power. Coordinators used a combination of approaches to try to satisfy the demands of clients, volunteers and bureaucracy.

AbstractRecent changes in Australia, such as the new public management and national competition policy, have affected the way that human services are provided and have complicated the role of volunteer coordinators. However, because volunteers are free to choose their level of contribution, it is the volunteers' perspective that is the ultimate yardstick against which their coordination is assessed. The aim of the research examined here was a deeper understanding of women volunteers' and their coordinators' views of their work. The research was conducted within a qualitative paradigm, employing individual and focus group interviews. The analysis identified eight areas of concern for volunteers around their management. The analysis of the coordinators' interviews revealed three coordination styles—horizontal, nurturing, and managerial—of which the managerial was most in conflict with the volunteers' perspective.