Assessment of Service Outcomes Thomas P. Holland, Ph.D., Professor UGA Institute for Nonprofit Organizations

Nonprofits can assess many aspects of their programs and services Documenting how consumers benefited by receiving a service Financial accountability: documenting how funds were spent Program outputs: assessing what services are provided and to whom Adherence to standards of quality in service delivery Participant-related assessments: characteristics of consumers and their concerns Key indicators of performance: inputs, services, outputs, costs Views of consumers and other organizations with our program accessibility, timeliness, courtesy, condition of facilities, overall satisfaction with services

Distinguishing Outcomes from Inputs Outcomes are documented benefits or changes for participants as a result of their involvement with a program. May include aspects such as changes in participants’ knowledge, attitudes, values, skills, behaviors, or conditions Inputs (resources, services, staffing) are used to bring about expected results or outcomes. Merely participating says nothing about results of participation. Outcomes may be immediate or longer-term changes.

Growing National Attention to Outcomes Many national nonprofit organizations and associations support studies of the outcomes of their programs and services. Some of them provide resources and tools for use by local organizations. Managed-care companies stress service results for reimbursement. Accrediting bodies increasingly require outcome assessments as review criteria. Grant-makers want evidence of results, not just efforts.

Benefits of Assessing Outcomes Have any of those characteristics made any difference? Clear definitions of intended results provides focus for the organization’s work and guidance on improving it. Understanding current level of outcome achievement provides basis to examine progress and plan for future. Knowledge of results motivates staff and volunteers by showing if efforts make a difference. Information about results motivates people in deciding how to use their time. It helps the organization identify training needs. It helps justify budget changes and fundraising purposes. Information positions organization as successful, leading to greater recognition and financial support.

Benefits of Outcome Assessments emphasized by users of them It showed us what difference the program really made for our consumers. The information helped us do a better job, improve our services and their value to our clients. It helped us get everyone focused in the same direction. Our organization benefited in many ways documenting results to board, staff, and donors redirecting attention to more productive activities attracting new consumers, collaborators and funders.

Effective Implementation Requires Commitment of leaders and staff Clear identification of results intended and indicators for each of them (this may be harder than anticipated) Clarification of relationships between activities and expected results May build upon current data collection efforts Trial runs can identify issues needing more attention and refinement Openness to learning new things about services and making changes based on feedback

Challenges for the Future Assessing hard-to-measure outcomes, such as consequences of prevention or advocacy efforts Sharing useful findings and approaches with other nonprofits, so everyone doesn’t have to start from scratch Building assessments right into service activities Using software programs to store, update, and analyze information Strengthening board and staff attention to results and willingness to make changes based on them Setting reasonable benchmarks or performance targets (what constitutes “good” performance?) Using organizational findings to contribute to community-level changes