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Master of Science in Human Services ManagementCourse Descriptions, Outcomes, & Major TopicsMark Doyle, Program Director, CPSA September 2017

Human Services Management M.S. Curriculum Map

Course Level Outcomes Major Topics Analyze the role of managers in human services organizations in the shaping of organizational process and compare and contrast key competencies of managerial and non-managerial roles; Assess his or her own leadership style and plan for successful transition to and advancement in the managerial role; Discuss services offered, specialties of providers, and interrelationships of providers and agencies among the human services profession at large; Successful transition from direct service professional to managerial roleQualities of a good manager Role of manager in human service agency Stakeholder satisfaction o Supervising your employees Working with boards of directors Managing relationship with unions Managing relationships with trade organizations Managing relationships with consultantsManaging relationships with governmentManaging relationships with volunteersManagers as image-makers Human services Management (HSM) HSM 500: Principles and Practices Description: This is a required gateway course for the M.S. program in Human Services Management. This course introduces students to the graduate study of human services management by combining an overview of management practices in the profession with an exploration of the students’ interest areas within it.

Course Level Outcomes Major Topics Assess the various stakeholders of human service organizations and identify key performance indicators (KPIs) for demonstrating accountability to those stakeholders; Summarize the impact that managing external relationships can have on the operation of human service organizations; Describe the ways in which external forces impact management practices. Mentoring the new manager Accountability and assessment of organizational effectiveness Dealing with change Diversity of services offered and specialties of providers Types of providers and areas of human services: homelessness, intellectual and developmental disabilities (IDD), alcohol and substance abuse, mental health, aging services, child welfare, rehabilitation, etc. Human services regulatorsHuman services funding overview: sources of revenues and major costs Issues unique to each type of providers Human services Management (HSM) HMS 500: Principles and Practices

Course Level Outcomes Major Topics Compose an academic essay with appropriate uses of languages and elements of composition.; Identify general concepts and principles of research and methodology in social sciences and professional fields;Identify the uses of and apply research and methodology skills to selected professional applications, such as program evaluation and other program management applications; Principles of academic writing: rules of language usage; principles of composition; stylistics. Using work by others: locating and assessing credibility of information, originality, and avoiding plagiarism. Literature search and review. Concepts of measurement, indexes, scales, typologies and empirical relationships. Master of Health Service Administration (MHA) RES 510: Research Methodology and WritingThis is a required universal gateway course.Description: This course reviews the principles of graduate academic writing and introduces students to principles and methods of applied research for social sciences and professional programs. It prepares students to apply writing and research skills to both future coursework in their respective programs and their professional careers. The course emphasizes the research context for decision making, program evaluation, information assessment, and clear communication of findings.

Course Level Outcomes Major Topics Locate credible information and resources, assess accuracy of information, and report findings in a clear and unambiguous way; Explain how research context informs decision making;Read, gain insight, and develop meaning from published research in the field;Develop a research proposal to study a problem unique to their professional field. Quantitative methodology: experiments, sampling, surveys, working with data sets. Qualitative methodology.Program evaluation. Professional applications of research. Communicating research findings. Developing a research proposal. Master of Health Service Administration (MHA ) RES 510: Research Methodology and Writing This is a required universal gateway course.

Course Level Outcomes Major Topics Assess his or her own personal communication style and skills as an active listener, managing one’s emotional self and storytelling ability as effective communication techniques in human services; Evaluate the factors that inhibit the flow of communication in a human service organization;Active listeningListening for meaning, not just contentRespond to feelingsNote nonverbal cuesManaging your emotional selfStorytelling Factors that interfere with good communication Inefficient use of written documentsMisperceptionsHuman Services Management (HSM) HMS 530: Professional Communication in Human Services Description: This course introduces students to the techniques of effective communication in human services. Students explore oral and written communication skills to make connections with others and provide a means of accomplishing organizational goals. Students discuss strategies for improving communication and resolving conflicts, facilitating both internal and external communication to enhance information exchange. Students also explore the key aspects of persuading others and advocating with elected or appointed officials, donors or potential donors, and community members .

Course Level Outcomes Major Topics Summarize the types of conflict in human service agencies and explain the key role a manager’s response plays in handling a conflict; Using persuasive communication techniques, defend a position on a critical issue that one may face in her/his role as a human services manager; Design a communication plan that promotes the value of an agency’s service and leverages agency support with its stakeholders; Describe the ways in which internal and external communication impact human service agency practices;Role of managers in handling conflicts in human services organizationsRecognizing types of conflictsResponse to conflictCrisis communicationUnderstanding and utilizing digital mediaManagers use of persuasive communicationThe contextThe messageInformation (substantive & contextual information)Presenting informationThe senderThe receiver Facilitating internal communication Top-down communicationBottom-up communication Obtaining key information Human Services Management (HSM) HMS 530 : Professional Communication in Human Services

Course Level Outcomes Major Topics Explain the influence crisis communication has and critique its effectiveness in resolving or minimizing impact on the human service agency; Summarize the media’s role, influence and involvement in human service agencies and demonstrate the ability to respond accordingly;Construct an advocacy plan that is meant to persuade appointed or elected officials and/or new or potential donors to support an agency’s position as a means of accomplishing organizational goals. Facilitating internal communication Employee surveysSuggestion systemsInformal communicationGood feedbackFacilitating external communication Importance of networkingUsing electronic technologyBuilding relationships with the mediaInvolving the mediaMedia TrainingMedia interviewsDeveloping a communication planAdvocacy The role of advocacy in organizationsThe six stages of advocacy practiceWorking with appointed or elected officials Human Services Management (HSM) HMS 530 : Professional Communication in Human Services

Course Level Outcomes Major Topics Explain the role of contemporary leadership and organizational behavior frameworks in illuminating the factors that impact leadership effectiveness; Describe current environmental forces and trends impacting organizations and leadership practices (e.g., globalism, diversity, technology); Demonstrate a heightened understanding of personal leadership preferences, strengths, and areas for development; Contemporary Leadership Frameworks and Their Application to Personal Leadership Development The Significance of True North, Crucibles, and a Strengths-Based Career Perspective Masters of Business Administration (MBA) MBA 503: Leadership & Organizational BehaviorDescription: This course focuses on contemporary leadership and organizational behavior perspectives. Students examine the individual, group, and organizational factors that influence a leader’s ability to exert influence and enact change. Through self-assessment, simulation, and reflection, students achieve a heightened understanding of how they can enhance their own leadership effectiveness, contribute to the effectiveness of their organizations, and realize their professional aspirations..

Course Level Outcomes Major Topics Evaluate the role that authentic leadership can play in achieving results, building connections, and communicating a vision; Explain the relationship between emotional intelligence and workplace behavior; Explain the benefits and challenges of working in teams and the skills needed for effective teamwork (and team leadership); Analyze methods for leading change and dealing with individual and organizational resistance to change. Authentic LeadershipLeading with Emotional Intelligence (EI) Leading TeamsLeading Change Masters of Business Administration ( MBA) MBA 503 : Leadership & Organizational Behavior

Course Level Outcomes Major Topics Identify examples of how human services intersect with each other and explain the influence on interventions and direct services; Intersection of Human Services with Each OtherHuman Services Management (HSM) HSM 520: Interventions and Direct Services in Human ServicesDescription: This course introduces students to the interventions and direct services in human services. Students explore how human services intersect with each other, and their role, influence and involvement with community systems. Students discuss the impact of environmental trends, the value of strategic thinking and planning, and human service agency procedures that promote and value diversity. Students also explore current programmatic emphasis on the influence of care, regulations and licensure requirements, federal and state initiatives impact on human service agency practices and on one’s role as a human services manager. In addition, students discuss the major trends in human service organizations and evaluate their impact on human service agency practices.

Course Level Outcomes Major Topics Summarize human service’s role, influence and involvement with education, healthcare, jobs/economic development and public safety systems within the community and demonstrate the ability to respond accordingly; Analyze the ways in which environmental trends (political, economic, social technological) impact human service agency practices;Explain the value of strategic thinking and planning in the process of addressing change;Intersection of human services with the communityEducation, Healthcare, Jobs/economic development, Public safetyAnalysis of environmental trendsPolitical trendsEconomic trends Social trendsTechnological trends Strategic planning Human Services Management (HSM) HSM 520 : Interventions and Direct Services in Human Services

Course Level Outcomes Major Topics Assemble human service agency procedures that promote and value diversity as part of day-to-day life at work and evaluate their effect on agency culture; Identify current programmatic emphasis in human services and interpret how they influence management in making decisions about the care of individuals;Describe the ways in which regulations and licensure requirements sway human service agency procedures;Diversity of services Current programmatic emphasisPerson-centered planning and patient-centered carePositive psychology (well-being)Trauma informed careHousing first approach for reducing homelessnessPathways model to end homelessness Harm reduction Regulations & licensure requirements (CMS settings rule, etc.) Human Services Management (HSM) HSM 520 : Interventions and Direct Services in Human Services

Course Level Outcomes Major Topics Explain the influence of federal and state initiatives and its impact on one’s role as a human services manager; Summarize the major trends in human service organizations and evaluate their impact on human service agency practices;Evaluate the purpose, importance, practices, and outcomes associated with the concept of “culture of caring” at human service organizations.Federal & state initiatives (employment first, etc.)Trends in human service organizationsEvidence-based managementPerformance-based leadershipCultural competencyEthical dilemmas in managementManaging stress Organizational stress factors The supervisor’s role in handling stress Fostering diversity Concept of “culture of caring” Human Services Management (HSM) HSM 520 : Interventions and Direct Services in Human Services

Course Level Outcomes Major Topics Analyze the relationship between individual employee performance and organizational effectiveness, performance management, and reward systems; Analyze the performance analysis and management process according to an action research approach: (a) study/plan, (b) take action, (c) measure/analyze data, and (d) reflect;Defining Performance Management and Rewards SystemsUnderstanding the interrelated components of Performance Management ProcessEvaluating Performance Analysis and Management ProcessLinking Business Strategy to Performance SystemsDefining Individual PerformanceUnderstanding Behavior Approach or Results Approach to Assessing PerformanceHuman Resource Management and DevelopmentHRM 520: Performance Analysis and MeasurementDescription: Measuring employee performance is instrumental for making data-informed decisions and developing strategies for improvement. This course focuses on the full cycle of employee performance analysis and management, as well as its relationship to reward systems. Students explore practical strategies for selecting a performance measurement approach, measuring performance and behavioral outcomes, and continuously improving those outcomes through employee goal-setting and development.

Course Level Outcomes Major Topics Evaluate performance analysis and measurement systems; Analyze performance and behavior rating methods, including formats, sources, potential reliability and validity issues, rater training, basic scaling, and techniques;Assess individual employee job performance and behavioral outcomes; Develop strategies for improving performance through employee goal-setting and development;Analyze legal issues with performance analysis and management.Popular Tool: Graphic Rating ScalesDeveloping SMART GoalsIdentifying Performance Standards and MeasuresCommunications Plan Proactively Addressing Bias and Rating ErrorPerformance Appraisal FormOverall Performance RatingUse Behaviorally-Anchored Rating Scales (BARS) for Evaluating PerformanceCreating Employee Development PlanIdentifying Skills and Competencies for Training & DevelopmentDesigning 360-degree feedback toolUsing Coaching Process to reach development goals Human Resource Management and Development HRM 520: Performance Analysis and Measurement

Course Level Outcomes Major Topics Giving & Receiving Feedback Team AccountabilityRespect & InclusionMotivation, Inspiration and EngagementGlobal Team PerspectiveCreating a Learning OrganizationUnderstanding the relationship between Performance Management and related Legal IssuesIdentifying Ethical behaviors and practices in Reward SystemsDistinguishing when Pay is and is not a Motivator and Use of Contingent Pay Plans (Pay for Performance)Understanding the role played by Six Legal Principles: Employment at will, Negligence, Defamation, Misrepresentation, Adverse Impact and Illegal Discrimination.Human Resource Management and DevelopmentHRM 520: Performance Analysis and Measurement

Course Level Outcomes Major Topics Identify, locate, gather, and organize quantitative and qualitative data relevant to solving an organizational challenge or researching an issue. Sort and manipulate quantitative data using spreadsheet software.Compute and analyze important characteristics of data, including measures of central tendency and variance.Identify data trends and patterns.Review of statistics and its applications in managerial, professional, and research-based fields.Quantitative and qualitative data and its characteristics.Spreadsheet software (Excel) and its tools for storing, organizing, and analyzing data, extracting statistics, and creating visual displays of information.Data trends and patterns.Master of Health Service Administration (MHA)RES 520: Quantitative and Qualitative AnalysisDescription: This course introduces students to different types of program evaluations, including needs assessment, formative and process evaluation, monitoring of inputs, outputs, and outcomes, impact assessment, and cost analysis. Students engage in practical experiences through a series of exercises involving the design of a conceptual framework, indicators, and an evaluation plan to measure impact.

Course Level Outcomes Major Topics Forecast/predict future values of data, using regression and/or time series methods, as appropriate. Collect, organize, and analyze basic qualitative data.Based on data analysis, recommend actions and/or identify opportunities for additional research and inquiry.Communicate data and research findings to varied audiences, using appropriate visualization tools such as charts, graphs, and dashboards.Cross-sectional and longitudinal data.Measures of central tendency and their use.Measures of variance and their use.Forecasting methods: multiple regression, moving average, judgmental methods, etc.Incorporating qualitative analysis into work with quantitative data.Making managerial recommendations or inferences based on data.Communicating data and research findings to varied audiences.Visualizing data: charts, graphs, dashboards.Master of Health Service Administration (MHA)RES 520: Quantitative and Qualitative Analysis

Course Level Outcomes Major Topics Describe foundational concepts in social program evaluation theory and practice including theoretical perspectives on the nature and purpose of program evaluation, phases of program evaluation, ethics and standards of practice, and proposal and report writing; Design program evaluations by evaluating program processes and outcomes in a wide range of circumstances.Overview & Formative/Process EvaluationLogic Models & Outcome/Impact EvaluationRapid EvaluationEthics & Appreciative InquiryEthics, Cost-effectiveness & Cultural CompetenceLiberal Arts and Science: PsychologyLAP 693: Seminar in Program EvaluationDescription: This course introduces students to different types of program evaluations, including needs assessment, formative and process evaluation, monitoring of inputs, outputs, and outcomes, impact assessment, and cost analysis. Students engage in practical experiences through a series of exercises involving the design of a conceptual framework, indicators, and an evaluation plan to measure impact.

Course Level Outcomes Major Topics Describe the role of finance in health care; Differentiate health care payment systems from other businesses;Describe the components of income statements, balance sheets and statements of cash flows and evaluate patient service implications of trends and relative strength or weakness in these financial statements; Identify components of cost, determine cost behavior, and apply cost volume profit techniques to a variety of health care service decisions;Identify the role of finance in health care applicationsCompare balance sheets, income statements, and statements of cash flow in financial statement analysisApply financial ratios and benchmarking as analysis tools for decision makingExamine administrative accounting toolsCost determination and behaviorProfit analysisCost allocation Master of Health Service Administration (MHA) MHA 527: Health Care Finance Description : This course introduces the concepts, conventions and terminology of accounting and finance as applied in health care organizations .

Course Level Outcomes Major Topics Analyze impact on profits and patient service in managerial decisions; Identify various types of health care budgets, use standard costs, and other variance analysis techniques as management tools to identify opportunities for improving financial performance and effect on patient services; Describe and apply present value analysis techniques for multi-year financial decisions, differentiate various types of financial risk and compute rates of return to evaluate competing proposals for use of limited health care funds; Administrative accounting and financial analysis techniquesPlanning and budgetingVariance analysis, Standard costs, Time value analysis, Risk/return models are developedEvaluate capitation contracts (and/or other alternative payment systems) to predict financial and service level consequences Master of Health Service Administration (MHA) MHA 527: Health Care Finance

Course Level Outcomes Major Topics Describe the impact of insurance programs and group contracts on the financial operations of health care institutions; Evaluate capitation contracts and/or alternative payment systems to predict financial and service level consequences; Describe the impact of governmental and non-governmental regulatory accreditation agencies on health care economics and finance.Master of Health Service Administration (MHA) MHA 527: Health Care Finance

Course Level Outcomes Major Topics Summarize the array of systems that must be managed in human services, how they intersect with each other and explain the influence on interventions and direct services; Explain the manager’s role, influence and involvement with each system and interpret how they influence management in making decisions about the care of individuals;Management of SystemsFiscalHuman ResourcesOutcome and Accountability MeasuresQuality AssuranceAccreditationInformation Technology (IT) EHR system (Electronic Health Record)Human Services Management (HSM) HSM 505: Managing Systems and Funding In Human ServicesDescription: This course introduces students to managing systems and funding in human services. Students explore the array of systems that must be managed and how these systems intersect with each other. Students will discuss the manager’s role, influence and involvement with each system. Students also explore the various funding sources and their impact on human service agency practices and on her/his role as a human services manager. In addition, students discuss the legal issues one may face and the significance of mastering contract negotiations with funders, vendors and stakeholders in human service.

Course Level Outcomes Major Topics Categorize various public and private funding sources and evaluate their impact on human service agency practices; Critique the impact that fund raising and resource development has on the overall financial strength of human service agencies; Analyze the ways in which legal issues impact human service agency practices and formulate a position on a critical issue that one may face in her/his role as a human services manager;Describe the significance of mastering contract negotiations with funders, vendors and stakeholders in human service.Risk ManagementIncident Report & TrackingSafety & Security Professional NetworkingMarketingFunding SourcesPublicPrivateBanking RelationshipsIntro to FundraisingResource DevelopmentCrisis Management Legal IssuesContract Negotiations Legal requirements vs. best practiceNonprofit state law and federal tax exemption requirements HIPAA privacy rule Human Services Management (HSM) HSM 505 : Managing Systems and Funding In Human Services

Course Level Outcomes Major Topics Demonstrate skills utilized in organizational problem identification and problem analysis; Explain how identified management problems are symptomatic of underlying root causes (i.e., people, systems, and values) that result in dysfunctions within their work settings;Problem solvingAnalyzing the problemIdentifying & examining discrepanciesSpecifying the problemDetermining the boundaries of the problem Clarifying different perspectives Identifying insidious problems Human Services Management (HSM) HSM 589 : Human Services Management Laboratory Description : This is a required capstone course for the M.S. program in Human Services Management. This course introduces students to problem analysis methodology as well as gives them opportunities to practice problem resolution applications through in-class role playing activities. Working in teams, students using a pragmatic management problem-solving tool, will analyze actual management problems that occur in their agencies/companies and develop problem resolution strategies to address management problems .

Course Level Outcomes Major Topics Apply management problem analysis techniques to address real issues that are identified at their agencies and companies; Develop problem resolution strategies that attack the causes of dysfunctional problems;Apply both oral and written presentations to defend their resolution strategies individually and in student work groups.Considering alternative solutionsDeveloping criteriaMaking ideas concreteConsidering trade-offsMaking decisions Making risk-taking decisions prudently Being boldly tentative Involving staff in decision making Watching out for decision-making pitfalls Monitoring results Work quality Making corrections Human Services Management (HSM) HSM 589 : Human Services Management Laboratory

Elective Core Courses include:MGT 535: Strategic Fundraising and PhilanthropyMGT 534: Nonprofit Organization, Governance, and ManagementHSM592, Practicum in Human Services Management (required elective with less than 5 + years experience in human services) OBD515 , Training and Development MBA514, Managerial AccountingMBA522, Strategic MarketingHRM, LAP, MBA, MGT, OBD, or other graduate course(s) by approval of Program Chair or designate.

For Additional Information and/or toDiscuss How This New Program Can Impact Your AgencyContact: Mark Doyle, Program Director, MS in Human Services Management College of Professional Studies and Advancement School of Health & Human ServicesPhone & fax: 312-261-3718Email: mark.doyle@nl.edu www.nl.edu/humanservicesmanagement NATIONAL LOUIS UNIVERSITY | 122 S. Michigan Ave., Chicago, IL 60603