Masters Thesis

A proposal for improvement of service delivery for intake process by reducing wait time and no shows in an outpatient substance abuse treatment program

Proposition 36 (2000 General Election) was passed by California voters on November 7, 2000. The proposition is also known as the Substance Abuse and Crime Prevention Act of 2000 (SACPA). The significance of the Act is to save the tax payer’s dollars by diverting nonviolent persons convicted of drug possession from incarceration into an appropriate community-based substance abuse treatment program. With the SACPA, many community-based treatment programs were funded by the state and charged with the responsibility of improving service delivery system and raising the standard of care for these nonviolent defendants, probationers and parolees. However, the treatment programs were required to use proven methods and strategies that would likely reduce drug abuse and drug dependence among this population. In most treatment programs, it warrants making the appropriate changes within the agency such as deployment of staff to handle the influx of clients into treatment due to increased population size. Based on research for strategic planning for nonprofits as well as the formation and functioning of inter-organizational collaboration, coordination of service delivery has been a key concept in public or private organizations. Its characteristics are analyzed, monitored and evaluated from time to time, which involves public inputs, alliances, and coalition strategies formed in an effort to withstand the future challenges or to meet organizational goals. In conclusion, the goal of the coordination of labor is to seek cooperation of teamwork in the organization without which it can become difficult to coordinate service delivery effectively. In this study, the existing treatment program may have focused less on service delivery in the rush to meet client’s needs in a short time span. As a result, the program encountered significant challenges, notably in the area of wait time management and no-shows for intake. Thus, the analysis of these areas leads to the need to improve the service delivery system.


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