Betty Reid Mandell is Professor Emerita at Bridgewater State College, Massachusetts. She is the editor of The Crisis of Caregiving: Social Welfare Policy in the United States, Palgrave/Macmillan, 2010, and is the co-editor of New Politics.

Barbara Schram graduated from Antioch College and received masters degrees in both sociology and social work from Columbia University and a doctorate from Harvard University with a specialization in education and social policy.

Worked as a  program direction of a large  recreational and cultural organization, planning programs for children and young adults and supervising staff who delivered these services.  Spent several years as the director of a community agency in a low income urban area helping parents become involved in their children’s education and effect changes in the schools that better reflected their cultural background and values.  Spent 26 years at Northeastern University where she originated and then taught in the Human Services Program.  Designed appropriated courses and supervised student internships.  

Has done extension volunteer work with citizen groups involved in interracial and special needs adoptions, improving services for persons with learning disabilities and improving prison education programs.

In addition to this text she has written over 20 articles and a book entitled, Creating the Small Scale Social Program:  From idea to implementation to evaluation.     

Section I: The Context of Human Service Work

Chapter 1: What Are Human Services? What Do Human Service Workers Do?  
Chapter 2: The Changing Nature of the Helping Process   
Chapter 3: Intervention Strategies   
Chapter 4: Attitudes/Values, Skills, and Knowledge  
Chapter 5: Values and Ethical Dilemmas   
Chapter 6: The Social Welfare System    
 
Section II: Implementing Human Service Interventions
 
Chapter 7: Poverty  
Chapter 8: Working with Diversity   
Chapter 9: Interviewing   
Chapter 10: Case Management/Counseling   
Chapter 11: Facilitating Groups  
Chapter 12: Program Planning    
 
Section III: Thriving and Surviving in This Field
 
Chapter 13: Organizing and Changing Systems   
Chapter 14: Understanding Legal Issues   
Chapter 15: Staying Current and Avoiding Burnout  

COMPREHENSIVE TABLE OF CONTENTS:

Section I: The Context of Human Service Work

Chapter 1: What Are Human Services? What Do Human Service Workers Do?  
Human Service Networks   
Finding the Appropriate Human Services Program   
Barriers That Prevent People from Getting Help   
A Paradox   
Choosing Our Work Role   
Summary   
Discussion Questions   
Web Resources for Further Study    
 
Chapter 2: The Changing Nature of the Helping Process   
Society Shapes Helping Behavior  
Helping in Western Culture   
Cycles of Helping   
Behavior Defined as a Social Problem   
Defining Problems   
The History of Human Service Work  
Summary   
Discussion Questions   
Web Resources for Further Study    
 
Chapter 3: Intervention Strategies   
The Concept of Multicausality   
The Strategies of Intervention Defined   
Direct-Service Strategies   
Direct-Service and Systems-Change Strategies  
Systems-Change Strategies   
Activities and Tasks Used to Implement Each Strategy   
Putting Together the Interventions and the Activities   
Summary   
Discussion Questions   
Web Resources for Further Study    
 
Chapter 4: Attitudes/Values, Skills, and Knowledge  
The Professional Helping Relationship  
The Pyramid Model  
Attitudes and Values of the Human Service Worker   
Skills of the Human Service Worker   
Basic Knowledge of the Human Service Worker   
Summary   
Discussion Questions   
Web Resources for Further Study   
 
Chapter 5: Values and Ethical Dilemmas  
Can Workers Be Completely Unbiased?   
Dilemmas Surrounding the Value of Self-Determination   
Some Current Ethical Conflicts   
Conflicting Views on the Nature of Human Nature   
Conflicts Caused by Bureaucratic Demands   
Guidelines for Dealing with Conflicts in a Bureaucracy   
The Client as Our Employer   
Social Class Differences between Workers and Clients   
Conflicts Due to the Variation in National Values in the United States   
Keeping Values Straight in a Time of War   
Finding Your Way through the Maze of Ethical Conflicts   
Summary   
Discussion Questions   
Web Resources for Further Study    
 
Chapter 6: The Social Welfare System   
Surveying the Current Scene   
Social Welfare Programs and Policies  
Where the Money Comes From   
Our Vision   
Summary  
Discussion Questions   
Web Resources for Further Study    
 
Section II: Implementing Human Service Interventions
 
Chapter 7: Poverty  
Defining Poverty   
Raising the Minimum Wage   
The Increase in Poverty  
Women, Minorities, and the Elderly   
Income Instability   
Children and Poverty  
The Importance of Social Supports   
Homelessness   
Federal Housing Programs  
Scratching the Surface   
Homeless Shelters  
Blaming the Victim   
Resistance   
Changes in the Economy   
Bankruptcy and Foreclosures   
Summary   
Discussion Questions   
Web Resources for Further Study    
 
Chapter 8: Working with Diversity   
An Overview of the Struggle for Equality   
Understanding Ethnicity   
Immigration   
Immigration in the United States   
Key Elements in the Immigration Debate   
The Controversy over Bilingual Education in the Schools versus English Immersion  
Working with Women   
Working with Gays and Lesbians   
Working with People with Disabilities   
Summary   
Discussion Questions   
Web Resources for Further Study    
 
Chapter 9: Interviewing   
Characteristics of an Interview   
Structure of an Interview   
Recording   
Summary  
Discussion Questions   
Resources for Further Study    
 
Chapter 10: Case Management/Counseling   
All Problems Are Serious Yet Ordinary   
Goals of the Case Manager/Counselor   
The Process of Case Management/Counseling   
Building Supportive Relationships  
Crisis Intervention  
Case Management/Counseling in the Era of Managed Health Care   
Employee Assistance Programs (EAPs)   
Summary   
Discussion Questions   
Web Resources for Further Study    
 
Chapter 11: Facilitating Groups  
Workers as Group Members   
Establishing and Facilitating a Group: Ten Key Questions   
Summary   
Discussion Questions   
Web Resources for Further Study    
 
Chapter 12: Program Planning   
Basic Tools of the Planning Process   
Phases and Steps in the Planning Process   
Summary   
Discussion Questions   
Web Resources for Further Study    
 
Section III: Thriving and Surviving in This Field
 
Chapter 13: Organizing and Changing Systems   
Getting to the Source of the Problem: A Parable   
Dilemmas of the Change Agent   
Changes Are Generated from the Top Down and from the Bottom Up   
Methods of Organizing and Changing Systems   
Summary   
Discussion Questions   
Web Resources for Further Study    
 
Chapter 14: Understanding Legal Issues  
Legal Issues That Can Confront a Worker   
The Law as Resource   
The Law as Restriction  
Laws Every Worker Needs to Know   
Helping Clients Get Their Legal Rights  
Some Current Legal Issues   
Summary  
Discussion Questions  
Web Resources for Further Study   
 
Chapter 15: Staying Current and Avoiding Burnout  
Burnout   
Causes of Burnout  
Some Less-Than-Ideal Reactions to Stressful Conditions   
Staying Alive–Positive Adjustments   
Summary   
Discussion Questions   
Web Resources for Further Study