SOSYAL HİZMET İŞLETMELERİNDE KRİZ YÖNETİMİ

Öz

Günümüz rekabetçi iş ortamı gerek ulusal gerekse uluslararası işletmeler açısından çeşitli fırsatlar sunduğu gibi beraberinde birçok risk faktörünü de gündeme getirmektedir Daha yakın zamanda işletmelerin risk olarak algılamadıkları bu faktörler, birbirine daha bağımlı olarak gelişebilmekte ve sonuç olarak yıkıcı krizlere yol açabilmektedir. Bu anlamda kriz yönetimi bir yandan daha çok önem kazanmakta, öte yandan daha karmaşık hale gelerek işletmeleri daha farklı düşünmeye ve limitlerini aşmaya sevk etmektir. Diğer işletmeler gibi sosyal hizmet işletmeleri de krize sürükleyen problemlerle daha çok karşılaşmaktadırlar. Bu çalışma öncelikle sosyal hizmet işletmeleri diğer işletmelerden ayıran özelliklerini, ayrıca kriz ve kriz yönetimi kavramlarını kısaca tanıtarak bu işletmelerin varlıklarını direk veya dolaylı olarak tehdit eden sorunları ele almaktadır. Yine bu çalışma sosyal hizmet işletmelerinde krizlerin etkilerinden bahsederek olası kriz kaynaklarının yönetimi adına başvurulabilen yol ve stratejileri ortaya koymaktadır

Anahtar Kelimeler

• Sosyal hizmet, Kriz, Kriz yönetimi

CRISIS MANAGEMENT IN SOCIAL SERVICES ADMINISTRATION

Öz

Today’s competitive work environment offers many opportunities both to local and multinational companies, but also poses different sources of risk. These factors which even a decade ago were not considered as challenges by most companies are more interdependent and may lead to destructive results. Therefore, risk management is gaining more and more importance but at the same time became more complex forcing companies to think differently and push their limits. Similar to other companies, social service organizations face an increasing number of challenges which drag them into crisis. In present study unique properties of social service organizations as well as notions of crisis and crisis management are briefly introduced and the problems which threat these companies directly or indirectly are revealed. Besides, this study analyses the effect of crisis in social service organizations and the strategies which aim to manage potential crisis sources

Anahtar Kelimeler

• Social work, Crisis, Crisis management

Kaynakça

1. ABDULRAHMAN, W., Pattiiha, S. L. A., Zhang, L., Clemente, C., ve Flintsø, J. (2013), A Cross- Disciplinary Approach to Crisis Management, http://www.rucsdigitaleprojektbibliotek.dk/bitstream/1800/9951/3/final%20versio nXX.p df, Erişim Tarihi: 07.04.2014.
2. AKSEL, Ibrahim and Baran, Muhteshem (2006), Organizational Problems Of Non-Governmental Organizations (NGOs), The Journal of Turkish Weekly, http://www.turkishweekly.net/article/159/organizational-problems-of- non-governmental-organizations-ngos.html, Erişim Tarihi: 10.02.2014.
3. ANDRADE, Amelia ve diğ. (2002), Improving the Quality of Human Services Through Results-Oriented Human Resource Management, The Center for the Study of Social Policy.
4. ASUNAKUTLU, T., Safran, B. ve Tosun, E. (2003), Kriz Yönetimi Üzerine Bir Araştırma, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Cilt: 5
5. AUGUSTINE, Norman R. (2000), “Önlemeye Çalıştığınız Krizi Yönetmek”, Kriz Yönetimi, Harvard Business Review Dergisinden Seçmeler, Çev.: Salih Atay, MESS Yayınları.
6. AUSTIN Michael, Ralph Brody and Thomas Packard (2009), Managing the Challenges in Human Services Organizations: A Casebook, Thousand Oaks, CA: Sage Publications.
7. BAHAR, E., Kaya, F. ve Keklik, F. (2011), Konaklama Sektöründe Krizle Mücadele Stratejileri, International Journal of Economic and Administrative Studies, Yıl: 3 Sayı: 6, ISSN 1307-9832
8. BLOOM, Sandra L. (2005), The Sanctuary Model of Organizational Change for Children’s Residential Treatment. Therapeutic Community, The International Journal for Therapeutic and Supportive Organizations 26 (1), pp. 65-81.

9. BLOOM, Sandra L. (2006) Human Service Systems and Organizational Stress: Thinking & Feeling Our Way Out of Existing Organizational Dilemmas, Report for the Trauma Task Force, Philadelphia, PA.
10. CHONG, John KS. (2004), Six Steps To Better Crisis Management, Journal of Business Strateg y, 25(2), ss. 43-46
11. COCKRAM, Dominic (2013), Establishing Control In A Crisis – The Tricks And Traps Of Good Crisis Management, Synopsis For BCM World Conference, http://www.bcm2013.com/files/streamc/PaperEstablishingControlinaCrisis.pdf, Erişim Tarihi: 07.04.2014.
12. COCKRAM, Dominic (2012), Crisis Management – What is it and how is it delivered?, http://www.bcifiles.com/CrisisManagementMarch2012.pdf, Erişim Tarihi: 07.04.2014.
13. COOMBS, Timothy (2007), Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory, Corporate Reputation Review, Volume 10, Number 3, pp 163-176.
14. CHISALA, Gloria Lucy (2006), How is Social Work Affected by Different Contexts?, Journal of Comparative Social Work, Issue 1.
15. DARLING, John R. (1994), Crisis Management İn İnternational Business: Keys To Effective Decision Making, Leadership and Organisation Development Journal, Vol.15, No:8, ss. 3-8,
16. ERSÖZ, Faysal (2013),” Doğal Afetler ve Sağlık Kurumlarının Kriz Yönetimi”, Basılmamış Yüksek Lisans Tezi, Kahramanmaraş Sütçü İmam Üniversitesi Sosyal Bilimler Enstitüsü, Kahramanmaraş.
17. FORGUES, Bernard ve Christophe Roux-Dufort (1998), Crisis: Events or Porcesses?, Unpublished paper presented at Hazardsand Sustainability Conference, Durham, UK.
18. GLAESSER, Dirk (2003), “Crisis Management in the Tourism Industry”, Oxford; Burlington, MA: Butterworth-Heinemannd
19. HERMAN, Melanie (2009), Surviving a Crisis: Practical Strategies for Nonprofit Organizations, Nonprofits’ Insurance Alliance of California (NIAC), Alliance of Nonprofits for Insurance, Risk Retention Group.
20. HOSSEINI, S. A., Hosseini, O., Hamghadam, N., Zahmatkesh, E. ve Delbari, S. (2013), Analysis of Response Indexes in Crisis Management with Emphasize on phases of before, during and after Crisis (The Case of Study: Rasht City), Universal Journal of Management and Social Sciences, Vol. 3, No. 6, ss. 61 – 83.
21. HOUSEL, T. J., El Sawy, O. A. ve Donovan, P.F. (1986), Information Systems for Crisis Management: Lessons from Southern California Edison, Crisis Information Systems Quarterly, Vol. 10, No. 4, ss. 389 – 400.
22. JAQUES, Tony (2010), Reshaping crisis management: the challenge for organizational design, Organizational Development Journal, 28 (1), ss. 9-17.
23. JOY, Amaris (2011), Challenges Facing Human Services Organizations: Nonprofit Funding, http://voices.yahoo.com/challenges-facing-human-services organizations-non-8783015.html?cat=72., Erişim Tarihi: 10.02.2014
24. KOÇ, Tuğçe (2012), “İstanbul İlindeki Bir Eğitim ve Araştırma Hastanesinde Çalışan Hemşire ve Ebelerin Kriz ve Kriz Yönetimi Hakkındaki Düşünceleri”, Basılmamış Yüksek Lisans Tezi, İstanbul Üniversitesi Sağlık Bilimleri Enstitüsü, İstanbul.
25. LEWIS, A Judith, Thomas Packard and Michael Lewis (2011), Management of Human Service Programs (4th ed.). Belmont, CA: Thompson/Brooks Cole.
26. MacFARLANE, Robert (2010), Thinking about thinking about Crisis, Business Leadership Review, VII: III, http://www.epcollege.com/EPC/media/MediaLibrary/Knowledge%20Hub%20Do cuments/J%20Thinkpieces/MacFarlane-BLR-July-2010.pdf?ext=.pdf, Erişim Tarihi: 15.02.2014.
27. MASSEY, Eric Joseph (2001), Managing Organizational Legitimacy: Communication Strategies for Organizations in Crisis, The Journal Of Business Communication, Vol. 38, No. 2, ss. 153–183, http://job.sagepub.com/ content/38/2/153, Erişim Tarihi: 16.02.2014.
28. NPower's Technology Guide for Nonprofit Leaders: A Mission Support Tool for Health and Human Services, http://www.att.com/Common/files/pdf/ npower_health_and_human_services.pdf, Erişim Tarihi: 12.02.2014.
29. Nonprofit Decline and Dissolution Project Report Going Out of Business Why, When & How To Do It Gracefully, Fieldstone Alliance, http://www.fieldstonealliance.org/client/client_images/pdfs/nonprofit_decline_re port.pdf, Erişim Tarihi: 15.02.2014.
30. http://stressinstitute.org/wp-content/uploads/2011/01/Destroying-SanctuaryTSI.pdf, 2008, Erişim Tarihi: 15.02.2014.
31. http://www.thesanctuaryinstitute.org/about-us/the-sanctuary-modelLewis, Erişim Tarihi: 17.02.2014.
32. O'CONNOR, Mary Katherine and F.Ellen Netting (2009), Organization Practice: A Guide to Understanding Human Service Organizations (2nd ed.), Hoboken, NJ: John Wiley & Son.
33. ÖZDEN, Kenan (2009), “İşletme ve Örgütlerde Toplam Kriz Yönetimi”, Beta Basım Yayım Dağıtım A.Ş., İstanbul.
34. PEARSON, C. M. ve I. I. Mitroff (1993), From crisis prone to crisis prepared: A framework for crisis management, The Academy of Management Executive, 7, 48-59
35. ROGERS, Gayla, Donna S. Finley ve John R. Galloway (2001), Strategic Planning in Social Services Organizations: A Practical Guide Toronto: Canadian Scholars Press.
36. ROUX-DUFORT, C. (2007), Is Crisis Management (Only) a Management of Exceptions?, Journal of Contingencies and Crisis Management, Vol. 15, No. 2, ss. 105-114.
37. RWOMIRE, Apollo (2011), The Role of Social Work in National Development, Social Work and Society, Vol 9, No 1.
38. SISCO, Hilary Fussell (2009), Crisis Definition and Response: Understanding Non-Profit Practitioner Perspectives, PRism Online, PR Journal
39. SPILLAN, John E. (2003), An Exploratory Model for Evaluating Crisis Events and Managers' Concerns in Non-Profit Organisations, Journal of Contingencies and Crisis Management, Vol 11, Is. 4, pp 160–169.
40. Strengthening Nonprofits: A Capacity Builder’s Resource Library, Managing Crisis: Risk Management and Crisis Response Planning http://strengtheningnonprofits.org/resources/guidebooks/Managing_Crisis.pdf., Erişim Tarihi: 17.02.2014
41. SÜTÜTEMİZ, N., Yıldırım Okutan, E., ve Balaban, Ö. (2009), Küresel Krizi Değerlendirmede Umutsuzluk ve Depresyonun Etkilerini İncelemeye Yönelik Bir Saha Çalışması, 17. Ulusal Yönetim ve Organizasyon Kongresi, Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümü, Eskişehir.
42. SWART, Yolandı (2010), An Integrated Crısıs Communıcatıon Framework For Strategıc Crısıs Communıcatıon Wıth The Medıa: A Case Study On A Fınancıal Servıces Provıder, Unıversıty Of South Afrıca.
43. ŞİMŞEK, M. Şerif (2010), “Yönetim ve Organizasyon”, 12. Baskı, Eğitim Akademi Yayınları, Konya.
44. TUTAR, Hasan (2004), “Kriz ve Stres Yönetimi”, Seçkin Yayıncılık, Ankara.
45. VEIL, Shari R. (2011), Mindful Learning In Crisis Management, Journal of Business Communication, Vol. 48, No. 2, 116-147,
46. http://job.sagepub.com/content/48/2/116, Erişim Tarihi: 16.02.2014.
47. ZERENLER, Muammer (2003), Kriz Dönemlerinde İşletmelerin Üretim Süreci Esnekliğinin Şirketlerin Performans ve Yaşam Sürelerine Etkileri Üzerine Bir Araştırma, Basılmamış Doktora Tezi, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü, Konya.