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Building Cultures and Climates for Effective Human Services: Understanding and Improving Organizational Social Contexts with the ARC mode

Anthony L. Hemmelgarn and Charles Glisson


This book explains how organizational culture and climate affect the quality and outcomes of human services and describes the Availability, Responsiveness, and Continuity (ARC) model of organizational effectiveness that the authors developed for improving social service, behavioral health, health care, and other human service organizations. The authors summarize decades of practice and research experience, including organizational improvement efforts, randomized controlled trials, and nationwide studies with hundreds of human services organizations. The book provides a balance between the use ... More

Keywords: organizational culture, organizational climate, organizational social context, OSC, ARC, mental models, organizational principles, human service effectiveness, ARC strategies, implementation science

Bibliographic Information

Print publication date: 2018 Print ISBN-13: 9780190455286
Published to Oxford Scholarship Online: June 2018 DOI:10.1093/oso/9780190455286.001.0001


Affiliations are at time of print publication.

Anthony L. Hemmelgarn, author
Research Scientist, Children's Mental Health Services Research Center, University of Tennessee

Charles Glisson, author
Chancellor's Professor, University Distinguished Professor, University of Tennessee, College of Social Work