Results-Monitoring

Lesson Learned Guiding Principles

Program evaluation helps determine how well a particular program works and if a program is not working as well as expected, it may be possible to shed light on:

o What specific aspects of a program are not working and why (e.g. by identifying shortcomings in program content or delivery, or by identifying systemic influences that impede clients’ progress such as gaps in service, waiting lists, inappropriate referrals, etc.), and

o What action can be taken to address the challenges…

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Lesson Learned Key Success Factors for Results Monitoring

Consider using the following client outcome measures and benchmarks, taken from ONESTEP’s Delivering value: Employment Indicators in Ontario’s Community Based Training Sector. These benchmarks were arrived at in 2004 using an Ontario-wide sample of 1,100 clients from ten CBET agencies…

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Lesson Learned Notes on Quality Assurance

For most community-based agencies the purpose of investing time, money and energy into program evaluation is not to conduct scientific investigations, or to address macro level or policy questions, but to ensure the highest quality service to their own clients, in other words, quality assurance (QA)…

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Lesson Learned Tips on Setting Benchmarks

The following suggestions may be helpful in putting your agency’s benchmarking results in perspective.

oFirst, and foremost, remember that benchmarking is not a race. Benchmarks are the most helpful when they are used internally for purposes of ongoing reflection and program improvement…

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Notes from the Field

“We did a survey on how people heard about us, and we found out that it was mostly through word of mouth. Clearly, our staff was doing such a good job that it was spreading by word of mouth. The survey was simple but its results were used for all staff to see the big impact they were having.”

Job Skills, Keswick

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