2-1-1 information services: Outcomes assessment, benefit-cost analysis, and policy issues
2-1-1 information services: Outcomes assessment, benefit-cost analysis, and policy issues
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DOI：
10.1016/j.giq.2006.02.013
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发表时间：
2007-01-01
影响因子：
7.8
通讯作者：
Fisher, Karen E.
中科院分区：
文献类型：
--
作者：
Saxton, Matthew L.;Naumer, Charles M.;Fisher, Karen E.
本研究探讨政策问题，围绕2-1-1信息和转介服务的实施和评估。更具体地说，该研究探讨了用户从2-1-1转介服务中获得的好处，这些服务与各种服务机构提供的实际社会援助不同;决策者在资助和实施2-1-1服务时应考虑什么;以及可以最大限度地使转介服务对个人和现有社会服务机构的好处最大化的业务结构和机构间关系。研究人员进行了广泛的文献综述和案例研究，以研究2-1-1服务的服务绩效，效益成本和用户结果的维度。这项研究进一步确定了潜在的措施和协议，制定一个全面的评估计划，超越了与2-1-1机构相关的定量投入和产出的报告。本研究的核心是创建一个逻辑模型，该模型在三个不同的层面上确定收益和成本：个人，组织和社会。此外，该模型纳入了时间维度，以区分短期、中期和长期效益。因此，该模型提供了一个基础，增量和灵活的评估服务性能，可以导致创建一个文化的持续改进和持续评估2-1-1服务。(C)2006年爱思唯尔公司All rights reserved.
This study investigates policy issues surrounding the implementation and assessment of 2-1-1 information and referral services. More specifically, the study explores the benefits that users receive from 2-1-1 referral services that are distinct from the actual social assistance provided by various service agencies; what policymakers should consider when funding and implementing 2-1-1 services; and the operational structure and interagency relationships that can maximize the benefit of the referral service to both individuals and existing social service agencies. Researchers conducted an extensive literature review and case study to examine dimensions of service performance, benefit-cost, and user outcomes of 2-1-1 services. This study further identifies potential measures and protocols for developing a holistic assessment program that goes beyond the reporting of quantitative inputs and outputs associated with a 2-1-1 agency. The centerpiece of this study is the creation of a logic model that identifies benefits and costs at three different levels: the individual, organizational, and societal. In addition, the model incorporates the dimension of time in order to distinguish between short-, medium-, and long-term benefits. Thus, the model provides a basis for incremental and flexible assessment of service performance that can lead to the creation of a culture of continuous improvement and ongoing evaluation for 2-1-1 services. (C) 2006 Elsevier Inc. All rights reserved.