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MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Advancing a Healthy Peel Community TOGETHER! June 1, 2010 Janice Lovegrove Results Leadership Group www.resultsleadership.org.

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Presentation on theme: "MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Advancing a Healthy Peel Community TOGETHER! June 1, 2010 Janice Lovegrove Results Leadership Group www.resultsleadership.org."— Presentation transcript:

1 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Advancing a Healthy Peel Community TOGETHER! June 1, 2010 Janice Lovegrove Results Leadership Group

2 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES UNDERNEATH EVERYTHING WE ARE, UNDERNEATH EVERYTHING WE DO, WE ARE ALL PEOPLE. CONNECTED, INTERDEPENDENT, UNITED. AND WHEN WE REACH OUT A HAND TO ONE, WE INFLUENCE THE CONDTION OF ALL. THAT’S WHAT IT MEANS TO LIVE UNITED. GIVE. ADVOCATE. VOLUNTEER. LIVE UNITED™

3 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Goals for the Common Good: The United Way Challenge to America Closing the Achievement Gap: Dane County, Wisconsin

4 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Few have tried: Framing social goals in measurable terms & mobilizing to “turn curves”... enterprise - A purposeful undertaking, especially if of some scope, complexity, and risk. Willingness to try a new line of action, especially if it requires boldness, courage, energy, and effort.

5 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Reality (results) vs. Myths or Pessimism Aerodynamically, the bumble bee shouldn’t be able to fly, but the bumble bee doesn’t know it, so it goes on flying anyway...

6 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Smart plans and actions Sharing responsibility, accountability, wisdom, resources, leadership, credit, and risk Mobilizing, implementing, measuring, nurturing relationships & more all at the same time. A stronger “enterprise”…

7 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Healthy Communities… What is a healthy community? How would you know it if you saw it? How might you measure this?

8 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES The Peel Community... Who are the “people” in your community? Are there predictable poorer life opportunities and life outcomes for some groups? Who are the partners/stakeholders who would join a “movement” for change?

9 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES “Leadership springs up at the intersection of personal PASSIONS and public PROBLEMS.” Barbara Crosby, Author

10 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES We can launch a missile to precisely strike a target thousands of miles away, but we cannot launch a child successfully through school. Oscar Arias Sanchez

11 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Using RESULTS-BASED ACCOUNTABILITY to Plan and Take Action...  What quality of life conditions are not OK in Peel?  Community Goals  How can we measure whether these conditions are improving?  Measurable Indicators for Goals  What would it take to “turn the curve”?  What Works?  How can Peel partners best lead, collaborate,& invest to “turn the curve”?  Action - Investment Plans  How can all partners show progress at the program/strategy level?  Results-Based Performance Measurement

12 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Results Based Accountability is made up of two parts: Population Accountability about the well-being of WHOLE POPULATIONS Neighborhoods – Cities – County + Performance Accountability about the well-being of CLIENT POPULATIONS County Programs – Agency Programs – Service Systems

13 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Definitions: Language Discipline POPULATION ACCOUNTABILITY PERFORMANCE ACCOUNTABILITY Result Condition of well-being for children, adults, families or communities: Resilient People, Strong Families, Vibrant Neighborhoods 1. How much did we do? 2. How well did we do it? 3. Is anyone better off? = Customer Results Three types: INDICATOR Measure which helps quantify achievement of a result: Seniors with independent living needs met – Children entering school “ready to learn” – Residents in affordable housing PERFORMANCE MEASURE Measure of how well a program, initiative, agency or service system is working.

14 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Eye on the PRIZE! *Tracking *Watching *Addressing Success Markers ALL THE TIME!! Connected & Thriving Immigrants

15 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES 15 Population Accountability

16 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES FPSI/RLG 16 Choosing Population Indicators: Communication Power Proxy Power Data Power Does the indicator communicate to a broad range of audiences? Does the indicator say something of central importance about the result? Does the indicator bring along the data HERD? Is Quality data available on a timely basis?

17 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Too few. Researchers estimate that: Only 43% of youth are doing well. While 22% are having serious difficulty. SOURCE: Finding Out What Matters for Youth: Testing Key Links in a Community Action Framework for Youth Development QUANTIFYING THE CHALLENGE: How many young people are ready?

18 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Population & Result: _____________ Indicator Story behind the baseline Partners RBA : Talk to Action Start at the End Work Backwards to Means Strategies and Performance Measures What Works

19 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES FPSI/RLG 19 The Story Behind the Baseline The Story Behind the Baseline  Key Factors/Causes?  Root Causes: Ask “Why?” 5 times  Prioritize – which are most important for “turning the curve” of trend line?  Research agenda?

20 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES FPSI/RLG 20 Partners  Who are partners who may have a role to play in turning the curve?  Does the story behind the curve suggest any new partners?

21 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Best WEB of Actions & Strategies  Onset & Ongoing

22 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES What Works: The WEB… Program or Service Multi-Partner Model with Individual “Clients” Multi-Partner, Multi-Strategy Model Neighborhood/Place-Based Model Co-Location – Coordination – Integration Institution/Systems Policies or Procedures Resident/Client Engagement Community “Call to Action” Strategies And more…

23 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES FPSI/RLG 23 Action Plan  Leverage: will likely turn the curve of the baseline?  Feasible: will, talent, resources?  Specific: who, what, when, where, how?  Consistent with values?

24 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Where to Start? (of smartest ideas) Passion Philosophy/Values Partners/Power

25 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Performance Measures

26 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Start with Ends  Results  Indicators  Performance Measures  How much did we do?  How well did we do it?  Is anyone better off? Contribution relationship Alignment of measures Appropriate responsibility

27 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES FPSI/RLG 27 How much did we do? Program Performance Measures How well did we do it? Is anyone better off? Quantity Quality Effect Effort # %

28 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES FPSI/RLG 28 How much did we do? Education How well did we do it? Is anyone better off? Quantity Quality Effect Effort Number of students Student-teacher ratio Number of high school graduates Percent of high school graduates

29 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES What gets measured gets attention!

30 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES One Size Does Not Fit All... Program directors, volunteers, investors, researchers, and UWGLV agree:  Not every program strategy or activity needs the same kind or degree of measurement,  but we should work together to seek data that is most valid and useful for achieving and measuring customer impact.

31 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Emergency Responses Performance Measures QUANTITY # served # on waiting list # unserved QUALITY Responsiveness to customer Customer treated with dignity Responsiveness to community partners with referrals Customer satisfaction Advocacy efforts on behalf of customer group/issue (e.g., housing, hunger) IMPACT Change in Customer’s Situation or Circumstances (when/if sufficient customer contact/support)

32 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES FPSI/RLG 32 Putting It All Together: Some Progress and Lessons from United Way of the Greater Lehigh Valley, PA

33 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES United Way Model for Improving Lives: Two Approaches create lasting changes in community conditions   Mobilizing communities support services for individuals and families to  improve lives that  DIRECT IMPACT COMMUNITY IMPACT people, time, talent, relationships, expertise, technology, money, etc. financial resources of businesses and employees of program customers of community populations

34 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Changing Lives, Changing Communities Our Community Goals Strong Families in Vital Neighborhoods Children Healthy & Ready to Learn Youth Succeeding in School Older Adults Aging Successfully Safety Net Services

35 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Snapshot of Lehigh Valley  Two counties – 580,000 population  Metro IA United Way - $11 M “Campaign” – 38 staff  17 school districts schools -100,000 students  42 schools in 4 districts identified as “highest need” (based on academic performance/poverty rate)  50% urban students eligible for free/reduced lunch  1,000+ students drop out of high school each year

36 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES RBA Investment Plan

37 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Youth Succeeding in School: Community “Indicators” of Success Critical Points…  3 rd Grade Reading Proficiency – foundation for success  Middle School Attendance & Performance - key predictors of staying in school & graduating  Graduation/dropping out – major predictor of self-sufficiency, quality of life, well-being, & success of own children “Dropping out is not a sudden act, but a gradual process of disengagement.” The Silent Epidemic, Civic Enterprises, March 2006

38 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Youth Succeeding in School: The Need to Act Now The Lehigh Valley –  rd graders below grade level in reading  th graders not proficient in reading  1000 students dropping out of school

39 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES “If in 2014 only 20 or 30 or 40 percent of the country’s poor and minority students are proficient, then we will need to accept that the failure was not an accident and was not inevitable, but was the outcome we chose.” “Still Left Behind: What It Will Really Take to Close the Education Gap,” The New York Times Magazine, November 24, 2006

40 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES

41 Contribution relationship Alignment of measures Defining Roles THE LINKAGE Between POPULATION and PERFORMANCE POPULATION ACCOUNTABILITY Youth Succeeding in School % 3rd graders reading on grade level % MS students proficient in math & reading % and # students dropping out of school CUSTOMER RESULTS Total # of 1:1 hours with students % parents with “active” connection to program # with 10 or less days absent for year % with 10 or less days absent for year PERFORMANCE ACCOUNTABILITY Middle School Intensive Mentoring Project POPULATION RESULTS

42 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES  Elementary School (20 programs)$803,232 “ Reading recovery”, after-school enrichment, family literacy/ESOL  Middle School (19 programs) $641,168 Intensive intervention; after-school programs  High School (8 programs)$225,600 Intensive intervention, career mentor-ships, dropout recovery  COMPASS - Community Schools Initiative $320,800 Youth Succeeding in School:

43 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES RBA Report Card: Program Investments QUANTITY FACTORS How much service did our program grantees deliver? Total invested dollars: $4,331,238 Total # funded programs reporting results: 88 Total customers: 57,216 (37%+) Total customers (non-safety net): 10,571 (14% +) Total customers (safety net only): 46,645 (43% +) How much effort did we put forth? RBA Capacity Building w/ Agencies: Oct/Nov: 42 programs (374 staff/RBA consultant hours) Dec/Jan projections: 30+ programs (240 staff/consultant hours)

44 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES RBA Report Card: Program Investments QUALITY FACTORS How well did investments align with customer targets?  Income: 87% low income (seeking high as possible)  Geography: 62% from 7 targeted areas (seeking high as possible)  School Districts: 93% from 5 targeted SD’s (seeking 80%+)  Schools: 31 of 45 (69%) targeted schools w/ students in UW-funded programs

45 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES RBA Report Card: Program Investments RESULTS: End-Customers  359 of 390 children (92%) in 9 programs  met developmental benchmarks  60% 3rd graders (156 of 259) in 5 programs in ASD  PSSA reading proficient (vs. 61% of all ASD 3rd graders)  79% youth (189 of 240) in 3 programs  earned high school diplomas (111 had dropped out)  94% (768 of 817) income-challenged adults in 6 programs  maintained or secured stable housing

46 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES RBA Process  New Conversations  United Way and Key Stakeholders  United Way and Partner Agencies  Partner Agencies and Customers  Partner Agencies and Boards/Funders  United Way, Partners, and School Districts (Data)

47 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Why Choose UWGLV as Manager of Your Charitable Portfolio? “Mutual Fund” of high-performing programs and model strategies Invest in “what works” Report annually on performance of investments Assist investment partners to maximize impact Integrate leadership & dollars with other funders to accelerate and expand improvement in lives

48 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Our program partners weigh in…  Post-Review Meetings and Technical Assistance: Rated satisfactory+ by 90%; Good/VG by 70%  Better Performance Measures Overall: 72% yes; 35% much better  Better Use of Data Overall: 59% yes; 23% much better (39 of 54 or 72% agencies responding to survey)

49 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Building on 14 Years of School Success Partnerships…  1996: Planning Grant  1 st Collaborative  4-year grant + match  : Partnerships with 7 school districts (20+ schools) - multiple program/funding entities – to pilot “school success” models 5 Family Centers “Wrap-around” teaming for challenged students School-Wide Positive Behavior Interventions and Supports (PBIS) 40 Developmental Assets Parent Engagement  2005: Regional “launching” Community Schools Conference & first three awards by United Way  New Strategic Framework: Expansion – Integration - Evaluation

50 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Theory of Change...  Student well-being is necessary to absorb quality education  Schools cannot do it alone – Parents + community partners = more resources + social capital to support students  Community School model = long-term + integrated improvements vs. quick-fix, fragmented programs Measurable Results: School Success & Graduation

51 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES COMPASS Community Schools Blending the Best of 3 “Models”...

52 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Community Schools: Core Ingredients  School Principal leading the vision and process  Community School Coordinator employed by a Lead Community Organization (Lead Partner)  Site-based Leadership Team  Results-focused, curriculum-integrated plan  Coherent web of partnerships  Building open to all & most of the time

53 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Community School Organizational Model United Way of the Greater Lehigh Valley Community Partners for Student Success (COMPASS) Fountain Hill ES Bethlehem Area School District Northampton Community College Lincoln ES Center for Humanistic Change Central ES Boys & Girls Club of Allentown South Mountain MS Communities In Schools of the Lehigh Valley Roosevelt ES Boys & Girls Club of Allentown Allentown School District Bangor Area School District Slater Family Network Calypso ES Communities In Schools of the Lehigh Valley Director of Coaching & Training COMPASS Director of COMPASS

54 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES COMPASS: The Intermediary Catalyst for a “Movement”  Mobilize & support new Community Schools  Strengthen developing Community Schools  Train Community School staff, leaders & teams  Equip community-based organizations to partner effectively with schools  Engage local businesses & corporations in “adopting” schools  Build public/private resource pool to achieve critical mass  Publish annual “report card”: student results & school innovations

55 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Funded by Govt or Foundation All CS’s Program B PSSA Scores and Graduation/Dropout Rates Community Strategy/Partners Headline Performance Measures Each CS Student Results END MEANS Program A

56 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES COMPASS Community Schools RBA Report Card How much did we do? How well did we do it? Is anyone better off? Quantity Quality Effect Effort 121 after-school programs 1130 students  services 198 parent volunteers 203 parents  services (CaES) 3 rd grade reading proficiency: 47-64% (CeES) 3 rd grade reading proficiency: 26-54% (FHES) Only 37 students (5% of 667):discipline refer’s (CeES) Parent organizers’ effort  Mayor adds before/after school safety measures to n’hood (All schools) # hrs bldg open  -1 school by 84% Parents represent 17% of Leadership Teams On-site CS evaluations by volunteer/expert teams 54% students  after- school programs

57 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Helping change the lives of Chantell and her mom...helping make Roosevelt a school where more students succeed!

58 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Youth Success Zone

59 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Youth Success Zone

60 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Partnerships and Collaborations: Making them Work for the Community AND for the Participants!

61 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES COLLABORATION... “An unnatural act performed by partially consenting adults, usually with the lights on, and usually around a table.”

62 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES COLLABORATION... “A mutually beneficial & well-defined relationship entered into by two or more organizations to achieve results they are more likely to achieve together than alone.” The Collaborative Handbook, Winer and Ray

63 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Stages of a Collaboration 1.Working Individual-to-Individual to Envision Results 2.Working Individual-to-Organization to Empower Action 3.Working Organization-to-Organization to Ensure Success 4.Working Collaborative to Community to Endow Continuity The Collaboration Handbook (Winer/Ray)

64 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES What would it take?

65 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES  Trust  Affirmation – Respect – Humility  Member Agility for Different Roles  Convener Capacity & Competence  Capacity Building for Partners  Regular Status Checks – Course Corrections – Communications (“Enterprise + Collaborative/s)

66 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES FPSI/RLG 66 Reframing the Focus in Performance Accountability: Accountability for results Accountability for results requires requires discretion, discretion, requires requires trust! trust! Rethinking Democratic Accountability, Robert D. Behn (Brookings, 1997)

67 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Self Interest Matters… “Self-interest is the prime mover of people” Saul Alinsky Taking the time to honor others’ agendas moves the collective agenda along faster.

68 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Partner Benefits to Consider… Ground level involvement in a courageous “enterprise” Possibility thinking! Strengths-based thinking! Link passion to a desired result in a new way Strengthen core business – explore new strategies Engage in continuous learning w/ partners: “Win – Win” Upgrade RBA performance in partnership vs. punitive spirit with funders Participate in best kind of discipline and questioning: “What would it take?”, “How are we doing?” Accelerate contributions to healthier Pool Community!!

69 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Core Initiation Collaboration Coordination Cooperation Partnership Involvement Mike Winer, 4Results Together We step out into community impact partnerships by stepping back to select our involvement.

70 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Who are the Champions? “I want to start by asking, How are our seniors faring this year in Peel? And, how can we do even better to support each one?”

71 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Successful Community Building Structures  They staff systems change  They stay involved through implementation  They help public and private agencies develop internal capacity… Rockefeller Foundation, 1997

72 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Are meetings the only way to communicate?

73 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Meetings Matter… We take action more quickly AND foster energized “spirit” by planning meetings and making decisions more carefully.

74 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES A New AGENDA 1. New data (indicators – PM’s – benchmarks) 2. New story behind the curve 3. New partners 4. New information on what works. 5. Changes to action plan and budget 6. Adjourn

75 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Balance, Pace, Renewal Matter If you have a lot of things to do, get the nap out of the way first. An 8-year old

76 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Eye on the Prize Positive Life Outcomes for Peel Residents

77 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Smart Web

78 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Strong Spirit & Synergy

79 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Next Step Resources!  “Make Hope Real: How Can We Accelerate Change for the Public Good?” (Harwood Institute for Public Innovation)  Goals for the Common Good” and related tools re: Education, Income, Health (UWW)  The Collaboration Handbook by Mike Winer/Karen Ray  The Ready by 21™ Challenge (Forum for Youth Investment)  The Results Scorecard™ (Results Leadership Group)

80 MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES Thank you!


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