<![CDATA[This study evaluates the effectiveness of healthcare services at UPT PPSKW Mattiro Deceng Makassar by synthesizing the Organizational Effectiveness framework from Steers and the Iceberg Competency Model from Spencer and Spencer. Using a descriptive qualitative design, data were gathered through in-depth interviews and direct field observations. The research participants consisted of four key informants selected through purposive sampling, comprising one administrative head representing managerial oversight, two staff nurses representing functional healthcare personnel, and one social worker assisting residents. Data analysis mapped how medical personnel's technical qualifications and personal characteristics interact within a social rehabilitation setting. The findings reveal a clear dichotomy of perspectives: managers heavily prioritize technical-organizational compliance (visible competencies), whereas frontline medical personnel emphasize humanistic-practical engagement (hidden competencies). It is concluded that organizational effectiveness across goal attainment, integration, and adaptation dimensions relies heavily on below-the-surface competencies such as empathy and emotional resilience, which serve as the primary drivers of superior service delivery. ABSTRAK Penelitian ini mengevaluasi efektivitas layanan kesehatan di UPT PPSKW Mattiro Deceng Makassar dengan menyintesis kerangka Organizational Effectiveness dari Steers dan Iceberg Competency Model dari Spencer dan Spencer. Menggunakan desain kualitatif deskriptif, data dikumpulkan melalui teknik wawancara mendalam serta observasi partisipatif langsung di lapangan. Informan penelitian berjumlah 4 (empat) orang yang dipilih secara purposive sampling, meliputi 1 orang kepala subbagian tata usaha mewakili perspektif manajerial, 2 orang perawat pelaksana mewakili tenaga medis fungsional, dan 1 orang pekerja sosial pendamping warga binaan. Analisis dilakukan untuk memetakan interaksi kualifikasi teknis dan karakteristik personal tenaga medis dalam lingkungan rehabilitasi sosial. Temuan menunjukkan adanya dikotomi perspektif kerja: pihak pengelola menitikberatkan pada aspek teknis-organisasional (visible competencies), sementara tenaga medis menekankan dimensi humanis-praktis (hidden competencies). Disimpulkan bahwa efektivitas organisasi dalam dimensi pencapaian tujuan, integrasi, dan adaptasi sangat bergantung pada kompetensi bawah permukaan seperti empati dan resiliensi, yang menjadi penggerak utama kinerja superior dalam merawat warga binaan sosial. ]]>
