In the world of human services, words like “accountability,” “efficiency,” and “ROI” (Return on Investment) sometimes get treated like curse words. It’s as if saying them might somehow drain all the compassion out of the work. But here’s a wild thought: maybe it’s possible to be compassionate and efficient. Imagine that — a world where every dollar we spend actually has some impact, with the ultimate goal of helping more people rather than just keeping the gears turning.
Now, let me tell you, in my career, I’ve heard “If it saves even one life, it’s worth it,” more times than I can count. And don’t get me wrong, it’s a noble sentiment! But sometimes, it feels like we’ve got our priorities a little tangled. Picture this: I once encountered a professional proudly dedicating hours to “cat companionship sessions” for one isolated resident in an SRO. Now, who can resist those twinkly eyes of the kitty, I get the appeal — cats are a fine way to pass the time! But while we’re spending six-figure salaries on kitty cuddle time, others with real, urgent needs are left waiting…or worse, out on the street (the reality of housed and unhoused along the 6th Street corridor of San Francisco). There’s something about this picture that doesn’t quite add up.
Accountability in service funding doesn’t mean we’re any less caring. It just means making sure we’re putting resources to their best use, so we can help as many people as possible. Compassion, efficiency, and accountability can absolutely coexist. This isn’t about questioning the dedication of our frontline workers — I have met some of the most dedicated individuals — it’s about rethinking our approach so that everyone gets the help they need — and maybe even a little more cat therapy, but let’s be realistic about it!
Compassion with a Side of Chaos
Compassion is the heart of human services, but sometimes it leads us into a bit of a tangle. Too often, we’re laser-focused on immediate needs without asking if we’re getting to the root of the problem. It’s a bit like mopping up water from a leaky pipe without ever fixing the pipe itself. Philanthropy, by definition, is about “love for humankind,” but sometimes that love could use a bit more of a reality check.
San Francisco, with all its quirks and complexities, has its own particular brand of service delivery chaos. There’s red tape thick enough to get tangled in, departments of ten kingdoms with more plots than Game of Thrones that don’t always share their toys (or data), and partnerships that sometimes feel more like a patchwork quilt than a coordinated plan. The result? Well, you’ve got people getting lost in the shuffle, while others are double-booked with services they may not even need.
In December 2022, for example, the San Francisco Controller’s Office reported that the city had allocated a whopping $1.4 billion to over 600 nonprofits. Now, that’s a lot of goodwill in one city, but when everyone’s operating independently, things get a little scattered. Instead of a carefully crafted symphony, we end up with 600 solo acts. And in March 2023, we found out that some nonprofits were only meeting about half of their service goals. It’s not that people weren’t trying — it’s just that no one was checking if the show was actually hitting the right notes.
How San Francisco Could Tune Up its Act
San Francisco has an opportunity to simplify human services by making them accessible in a way that feels like everything is “under one roof.” Imagine if residents could go to a single place — whether physical or digital — to connect with essential services like housing, health, and social support without needing to navigate a maze of departments, offices, or websites.
In today’s world, technology can bring that “under one roof” experience directly to people’s pockets. A well-designed, user-friendly mobile app could serve as a one-stop shop for residents seeking help. Instead of bouncing between offices, phone numbers, and websites, citizens could open an app that connects them to all the resources they need in one centralized place. The app could streamline the process, offering real-time updates on services, personalized guidance, and helpful reminders. It could even address barriers like language accessibility and limited internet access by incorporating translation features and offline capabilities, ensuring no one is left behind.
By eliminating the need to jump from one office to another, often during business hours, technology can reduce the burden on clients who must skip hourly wages or gig work just to find the help they need. For many, it’s the difference between securing much-needed services and falling further behind on rent, bills, or basic necessities.
This kind of coordination doesn’t just benefit individuals — it transforms lives. A single mother juggling child services, job training, and housing needs could manage everything from her phone — without stepping into a single office — saving her precious time and energy to focus on her family. Similarly, someone facing a dual-diagnosis situation could seamlessly access mental health and substance use treatment in one place, avoiding the fragmented, frustrating experience they might face today. Or, in its simplest form, someone in crisis could get transportation, shelter, a meal, and treatment in one easy step — all coordinated through a single app.
But technology alone isn’t enough; it needs to be supported by smart data practices and strong collaboration. By tracking outcomes and sharing data across departments, the city can make sure services reach those who need them most. Real-time adjustments based on data mean no more waiting a year to learn whether a program actually worked; instead, we can continuously improve.
And it’s not just about technology and data. A truly effective system requires city departments to work together, sharing resources and expertise. Breaking down silos and encouraging cross-departmental collaboration can help reduce duplication, cut costs, and provide a more holistic experience for residents.
Finally, partnerships with nonprofits and community organizations are essential for effective service delivery, but the city also has a fiduciary responsibility to ensure accountability. As a steward of taxpayer dollars, the city must ensure that service providers and contractors are delivering on their commitments. This isn’t about micromanaging; it’s about setting clear expectations, maintaining regular communication, and being open to adjustments when needed. With this approach, we can make sure every dollar spent serves its intended purpose, supporting a shared mission while honoring the public trust.
Finding Balance: A New Kind of Human Service Delivery
San Francisco’s inefficiencies in service delivery might seem like just another quirk of city life, but they also represent an opportunity. By bringing a little accountability into the mix, we could build a system that works for everyone. Efficiency doesn’t mean being cold-hearted; it just means making sure every resource goes as far as it can.
With a few thoughtful changes, San Francisco could create a model where compassion and accountability walk hand-in-hand. And hey, maybe we can still keep the cat therapy, but let’s make sure everyone gets a fair share first. By using our resources wisely, San Francisco can set a new standard — one that truly lifts people up while making the most of every dollar.
