1. Stanley Capela, VP for Quality Management & Corporate Compliance Officer HeartShare Human Services of New York 12 MetroTech Center, 29 th Floor Brooklyn, New York 11201 Stan.Capela@HeartShare.Org For presentation at the American Evaluation Association Conference, November 3 rd, 2011, Anaheim, California. I wish to acknowledge Ariana Brooks who is my Director for Evaluation, Planning and Research for her assistance in preparing this presentation. A Recipe for Adding Value While Reducing Resistance to Program Evaluation

2. Purpose Help us understand what resistance really is. Why does it exist? How it can have a negative impact on the evaluation process? How to overcome it?

3. Background The following presentation is based on… 33 years experience working as an internal evaluator for two large non- profit organizations Volunteering as a peer reviewer and team leader for the Council on Accreditation I had the opportunity to assess over 70 program sites, which includes Non-profits ranging in size from 150,000 to 100 million dollars in over 20 states City, county and state agencies throughout the United States and Canada And military bases in the United States, Germany, Guam and next month Japan. My philosophy is very simple: To make sure I provide the information that is needed to ensure individuals and families receive the quality of services they are entitled to in order to address their specific needs.

4. From Scott Chaplowe on Fun and Games in M&E Trainings. http://aea365.org/blog/?p=4790http://aea365.org/blog/?p=4790

5. What is Resistance? Resistance is a result of stakeholders not understanding the role of evaluation. Resistance is a perception among stakeholders that evaluations is an “I Gotcha Ya Mentality” Resistance is a seed that is planted by a stakeholder when he or she wants to undermine the evaluation process.

6. Why Does It Exist? Failure to communicate the reason(s) why there is a program evaluation. Failure to remove “ego” from the process. Failure to involve everyone in the process. Failure to communicate results in a way that would have a positive impact.

7. How It Can Have A Negative Impact on the Evaluation Process Prevent evaluators from obtaining the necessary information. Lead to inaccurate results. May have a negative impact on program staff. May lead to a detrimental effect on individuals and families served by the program. Impact future evaluations  create a culture of disvaluing program evaluation

8. How to Overcome Resistance Let go of your ego Simple Truths: 100/0 Clearly communicate the reasons for the evaluation. Be mindful of those who plant seeds of resistance Do an environmental scan The Oz Principle

9. Tool Kit: The OZ Principle ABOVE THE LINE STEPS TO ACCOUNTABILITY Do It Solve It Own It See It -------------------------------THE LINE------------------------------- Wait & See Cover Your Tail Confusion/Tell Me What to Do Finger Pointing It’s Not My Job Ignore/Deny THE BLAME GAME BELOW THE LINE Connors, R., Smith, T., and Hickman, C. (2009). THE OZ PRINCIPLE®

10. The Victim Cycle 1. Were you surprised by negative feedback from someone else when you thought all along you were doing your very best to solve a problem? 2. Have you spent time blaming others and pointing fingers when things did not go the way you wanted them to go? 3. Did you suspect something would become a problem for someone else or for your organization but did nothing about it? 4. Have you spent time covering your tail just in case things went wrong? 5. Have you said, “It’s not my job” and expected someone else to solve a problem? 6. Did you feel totally powerless, with no control, over circumstances or situation? 7. Have you found yourself waiting to see if a situation would miraculously resolve itself? 8. Have you said, “Just tell me what you want me to do and I’ll do it?" 9. Have you felt that you would have done things differently if it was your own company, but chose not to say anything? 10. Do you tell stories about how someone took advantage of you (a boss, a friend, a contractor, a salesperson, etc.)? A “yes” answer to any of these questions is an indication that you are “only human” and that you make the occasional visit Below The Line. However, the more “yes” answers you tally, the more likely it is that you may be stuck Below The Line on a given issue or circumstance. Connors, R., Smith, T., and Hickman, C. (2009). THE OZ PRINCIPLE®

11. Overcoming Resistance continued… Involve everyone in the process Add Value- Be Utilization Focused Use the results to affect positive change Use the appropriate language  Start with strengths, use the word challenges versus deficiencies Clearly communicate Results Present findings in short, concise bullets or charts

12. Concluding Remarks The purpose of program evaluation is to provide information that will identify program strengths and challenges. Useful information that will have a positive impact on program services; meeting the needs of individuals and families who utilize the service. Overcoming resistance is one component for ensuring program evaluation ultimately accomplishes its’ purpose. Having taken the time to listen to my presentation, feel free to contact my office if you have any questions regarding ways to overcome resistance. This service is free and available up to ten years after today. In the body of the email use the code word “Socrates” and you will receive a response within 48 hours of receipt of email.