CHAPTER 2:
UNDERSTANDING AGENCY SYSTEMS AND POLICIES
NOTE FROM AUTHORS
Having worked in a variety of agency settings through the years, we believe it is
crucial to help student’s gain an understanding of systems theory and the dynamics of
how individuals relate within agencies. This seems particularly necessary in assisting
BRIEF OVERVIEW OF THE CHAPTER
This chapter focuses primarily on agency systems and the policies and procedures that
guide them. Emphasis is on encouraging students to be open to understanding their
agency field placement in its totality. We believe that with knowledge about the agency
setting, including its’ policies, practices, strengths, and limitations, the beginning
professional can better plan how to most effectively work within his/her agency and
thereby maximize learning. In this chapter agencies/organizations are defined, common
KEY CONCEPTS AND TERMS
Understanding Social Agencies / Human Service Organizations
Bureaucracies
Organizations Defined
Characteristics and Functions of ‘Human Service Organizations’
Organizational Classifications: Different Types of Agencies
Distinct Characteristics of Human Service Organizations
Systems Theory
Eco-maps
GOALS AND OBJECTIVES
Upon completion of this chapter it is anticipated that the following goals and
objectives will have been met:
▪ Possess a general understanding of social agencies often known as human
service organizations.
▪ Ability to define organizations and their typical characteristics and functions.
▪ Be familiar with organizational classifications and different types of agencies.
▪ Be able to identify positive aspects of working in human service organizations.
IDEAS FOR EXPERIENTIALLY INTRODUCING THE CHAPTER
1. Ask students to consider the fieldwork agency they are placed as their family and
draw it in whatever way they prefer. In class have students share the results of their
2. Use of Organizational charts and/or Eco-maps may be useful in introducing the
complexities of agency systems. You, as the instructor may bring in examples of
3. You may create a scenario within the class whereby you select a certain number of
students to role play different individuals within a family/agency system. In
4. Use of System’s Examples in Chapter 2 of text to discuss how change in one part of
the system affects the entire system. Students are asked to separate into groups of
three. Each group will be given one of three systems to discuss : individual, family
or agency. They are asked to consider a scenario where a system is affected by a
change. They are asked to present to the class:
CONCLUDING EXERCISES AND ROLE PLAYS
1. Often during the beginning phase of the course students may begin to share their
struggles within their agency placement. Whenever possible, it may be helpful to
2. Another type of role play may be one in which students divide up into groups where
they each share both the formal agency policies and informal agency norms
3. Students are divided into small groups. Each group is given a type of
institutionalized discrimination (i.e. racism, sexism, heterosexism, ageism, etc) they
4. Role Play on Sexual Harassment that demonstrates what a difficult issue this can be.
One dyad will be asked to role play a scenario in which the individual being
harassed is unable to be assertive or set appropriate limits, and the another
IDEAS FOR DISCUSSION AND FURTHER THOUGHT
1. Students are asked to take an inventory of the agency policies and informal norms
within their agency and address how these are complimentary or contradictory.
2. Ask students to observe how prevalent institutionalized discrimination is by
examining the various systems they are a part of (i.e. family, social, educational,
3. Ask students to examine their own past to determine if they were ever
in a situation where they either observed or were a victim of sexual harassment.
What did they feel, think and do in response to this situation?
EXAM QUESTIONS
MULTIPLE CHOICE QUESTIONS
1. According to the text, often when one thinks of an agency or organization, there is an
instant correlation to:
a. The term bureaucracy
b. A mental image of a big, cold, impersonal, uncaring, rule-driven institution
2. Miles (1975) had identified several functions of Human Service Organizations (HSO).
Which is one of them?
d. Teamwork
e. Job Availability
3. Six characteristics of Human Service agencies as proposed by Schmolling,
Youkeles, and Berger (1993) are cited in the text. Of those below, which is one of
these characteristics?
a. A separate identity
b. Established purpose and goals
4. According to Brill (1990) Systems Theory originated in what domain?
a. Family therapy
5. Sexual Harassment
a. Is unacceptable as seen in formal organizational policies that prohibit it.
b. Is an informal norm that often occurs in the workplace despite policies prohibiting it.
6. Discrimination:
a. Is an informal norm
b. Is often unconscious
SHORT ANSWERS
7. List three reasons why bureaucracies are often viewed in a negative light. What are
8. What is the difference between formal and informal agency structure and policies?
Why is each important to understand if one is going to be successful working in
9. How do the terms oppression, powerlessness, exploitation, and stereotyping tie into
ESSAY QUESTION
10. Describe Institutionalized Discrimination. List three types of this form of
discrimination that are prevalent today. Provide an example of one of these forms
ADDITIONAL SUGGESTIONS:
Movies/Videos:
Guess Who’s Coming to Dinner, A Time to Kill, Disclosure, Schindler’s List, Mississippi
Burning, Remember the Titans, Real Woman Have Curves
Self Awareness Assignment:
Through a review of your own past reflect upon a time when you were either a victim
and/or perpetrator of any form of “institutionalized discrimination” or “sexual
Midterm Exam
MULTIPLE CHOICE QUESTIONS
Chapter 2
7. According to the text, often when one thinks of an agency or organization, there is an
instant correlation to
a. The term bureaucracy
b. A mental image of a big, cold, impersonal, uncaring, rule-driven institution
8. Miles (1975) had identified several functions of Human Service Organizations (HSO).
Which is one of them?
d. Teamwork
e. Job Availability
9. Six characteristics of Human Service agencies as proposed by Schmolling,
Youkeles, and Berger (1993) are cited in the text. Of those below, which is one of
these characteristics?
a. A separate identify
b. Established purpose and goals
10. According to Brill (1990) Systems Theory originated in what domain?
a. Family therapy
11. Sexual Harassment
a. Is unacceptable as seen in formal organizational policies that prohibit it.
b. Is an informal norm that often occurs in the workplace despite policies prohibiting it.
12. Discrimination:
a. Is an informal norm
b. Is often unconscious
SHORT ANSWERS
4. List 3 reasons why bureaucracies are often viewed in a negative light. What are
5. What is the difference between formal and informal agency structure and policies?
6. How do the terms oppression, powerlessness, exploitation, and stereotyping tie into
discrimination? Provide an example.
ESSAY QUESTIONS
2. Describe Institutionalized Discrimination. List 3 types of this form of discrimination
that are prevalent today. Provide an example of one of these forms from either your