Workloads: Measurement and Management

Workload measurement is crucial in the delivery of personal social services. It is both the means by which resources are allocated, and a system for protecting workers. In short, workload measurement can be used to ensure the quality of services delivered. However, workload measurement is contentious. It has been criticised not only on the basis of accuracy, but also as a process of management.
This book uses a specific research project in the probation service to set workload measurement in context. This context includes a historical overview and, more significantly, an analysis of the political agenda which is incorporating workload measurement into financial management information systems, and is threatening the profession of social work.
Starting from the experiences of practitioners and users it argues that there should be no workload measurement without appropriate front-line management, and that schemes which are properly implemented can provide protection for both worker and service recipient.