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The care of patients and clients of social service agencies is increasingly being performed by paraprofessionals or professionals with little experience. Based on Nancy Summers many years of working with troubled social service agencies, this book offers the tools and information professionals need to help improve the quality of care delivered by frontline, non-clinical staff to agency clients. It includes diagnostic techniques for administrators and supervisors to use in pinpointing staff problems. Filled with interviews and numerous case examples, this guide is essential to agencies and treatment centers.