The Relationship Between Organizational Variables and Client Outcomes

The purpose of this study was to explore whether and how organizational characteristics help explain client outcome variance. This case study of a child welfare agency revealed paradoxical conditions within the agency that reflect complex relationships between its organizational characteristics and client outcomes. These relationships suggest that organizational characteristics have the potential to impact negatively or positively client outcomes via the case managers-the service providers who have the most contact with clients, and who act as a bridge between the clients and the agency. However, the capability of organizational characteristics (e.g., negative working conditions) to adversely impact client outcomes may be diluted by organizational buffers (e.g., co-worker support). These organizational buffers may serve as protective factors for the workers in promoting good work performance to effect desirable outcomes for their clients.