not just an airs standard program evaluation & quality assurance

Not Just an AIRS StandardProgram Evaluation

&Quality Assurance

Robert McKown, CIRSDirector of Evaluation and Accountability

Sherri Vainavicz, CIRSManager, UW’s 2-1-1

Heart of West Michigan United WayGrand Rapids, Michigan

25/23/2013

• Understand the value of evaluating Information and Referral Services1

• Develop and use outcome indicators to measure and demonstrate the impact of the I&R Services2

• Recognize relevant AIRS standards and accreditation criteria

3

4

• Understand and utilize quality assurance measures for managing and strengthening I&R Services

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Workshop Objectives

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What do you hope to learn today?

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What does your I&R service provide your community?

What is the “impact”?

How do you know this?

Community Impact

“…the systematic collection of information about the activities, characteristics, and outcomes or programs to make judgments about the program, improve effectiveness, and/or inform decisions about future programming”

65/23/2013Source: Salvatore Alaimo, PhD – Grand Valley State University

Program Evaluation

Patton, 1997

A means for organizational learning

Time and effort well spent ensuring-

o The effectiveness of programs

o The organization’s ability to adapt to a changing environment

75/23/2013Source: Salvatore Alaimo, PhD – Grand Valley State University

Program Evaluation is…

An episodic event but an ongoing development process

Something you do only to satisfy a funder

Something you do only to promote your work

A test or a punishment

85/23/2013Source: Salvatore Alaimo, PhD – Grand Valley State University

Program Evaluation is not…

• Assure you are attaining what you intend to accomplish1

• Obtain feedback to assess strengths and to identify where to focus efforts on building a stronger program

2

• Cost vs. efficiency benefits

3

4

• Accountability to the public and funding entities

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Purpose of Evaluation

Outcomes – benefits or changes for program participants

Outputs – direct products summations; volume) of program activities

Activities – what the program does

Inputs – all of the resources necessary to deliver the program

105/23/2013Source: Salvatore Alaimo, PhD – Grand Valley State University

Terminology

• New knowledge, gained skills, changed attitudes, modified behavior, improved condition

Outcomes

• Number of workshops, number of hours, number of participantsOutputs

• Staff, volunteers, money, facilities, equipment, systems, supplies

Activities

Inputs

• Counseling, mentoring, feeding, sheltering, building, entertaining, educating

MISSION

115/23/2013Source: Salvatore Alaimo, PhD – Grand Valley State University

Logic Model

1

• Follow-up23456

• Agency feedback• Secret shopper

• Data base quality checks

• Call accounting data• Abandonment• Average time to answer• Average time on call• Call trends (scheduling)

• Monitoring calls

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Quality Assurance Tools

Quality Assurance tools can work together. No one quality assurance tool measures or demonstrates all of the components of the I&R program. A gap or question identified by one tool may be filled or answered, affirmed or contradicted by another tool in your Quality Assurance tool kit.

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Be Practical

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Relevant AIRS Standards

The I&R service has a process for examining its viability as an organization, the effectiveness of its services, its appropriate involvement in the community and its overall impact on the people it serves. (Standard 29 – Quality Indicator 1)

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Standards

…method for tracking call volume, average speed of answer, abandoned calls, average call handling time and income call patterns(Standard 29 – Quality Indicator 2)

…creates internal reports to assess operational effectiveness (Standard 29 – Quality Indicator 3)

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Accreditation Standards

…conducts an annual evaluation of I&R activities (including the resource database and website) that involve inquirers, service providers…(Standard 29 – Quality Indicator 4)

The I&R conducts regular customer satisfaction surveys (Standard 29 – Quality Indicator 5)

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Standards

The I&R service involves inquirers, service providers and others…in the evaluation process; and modifies the program in response to evaluation…(Standard 29 – Quality Indicator 6)

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Standards

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Follow-upOverview

Telephone call to I&R inquirers to gather information about their 2-1-1 experience

Allows for evaluating program effectiveness

Results used to make better strategic decisions about service delivery

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Definition: Follow-up

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MeasurementsWhat Does a Follow-up Measure?

• Strengths of service delivery• Areas for service delivery ImprovementOperations

• Benefits to callersOutcomes

• Subjective level of satisfaction with serviceCaller Satisfaction

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3 Areas of Evaluation

• 80% will report being provided with appropriate referralsOperations

• 70% will report they received requested services from the referral agency

Outcomes

• 92% will report that they are satisfied or very satisfied with the I&R services they received

Caller Satisfaction

235/23/2013

Benchmarks

• Describes the overall characteristics of callers followed-up on

• Age, Gender, City, Nature of request, etc.

Demographic Data

• Frequencies• Percentages• Means / Averages

Quantitative Data

• Responses to open-ended questionsQualitativeData

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Analyze / Report Collected Data

Identification of community service gaps

Identification of incorrect or outdated agency/database information

Identification of reasons callers are not receiving services

Identification of I&R program strengths and potential staff training needs

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How Follow-up Data is Used

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Agency Survey

Questionnaire mailed to a sample of community agencies to gain their perception and experience with the I&R program

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Definition: Agency Survey

Accuracy of referrals

The perception and experience with the I&R program from the perspective of agencies

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What Does the Agency Survey Measure?

Survey link mailed to 20% of the local agencies on the database

Agencies asked to track the referral source for new clients for one month and to identify those referred by I&R program (previous surveys)

Agencies complete the survey

Analyze the results29

5/23/2013

Agency Survey Process

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Silent Monitoring

Observation of I&R call to determine and measure how well established call standards and elements are met

315/23/2013

Definition: Silent Monitoring

Quality of the I&R communication, whether essential elements were completed, familiarity with the phone system and database and general performance of the I&R specialist

Identifies best practices and strengths

Identifies gaps in knowledge about community resources and other areas for staff development

325/23/2013

What Does Silent Monitoring Measure?

Callers are provided message that their conversation may be monitored

I&R manager logs on to be able to listen to calls carried out on an I&R specialist’s phone extension or listens to recorded calls.

I&R manager listens and records which call elements were completed during the call

I&R manager shares the observations with the I&R specialist

I&R manager and team look for trends to identify strengths or gaps

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Silent Monitoring Process

Average score on silent monitoringof 80% of possible total score (88 out of a possible 110 points)

1% of calls monitored

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Benchmarks

Average score on silent monitoring-91 (83% of possible total score)

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Silent Monitoring Outcomes

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Applying Quality Assurance

Adjustments and changes made by presenter’s organization

Describe a change in policy or procedure in your program that was based on evaluation.

What was measured and what was the change?

375/23/2013

Adjustments and ChangesIdentified by Participants

Agency presentations and site visits

Schedules adjusted to assure the right number at the right time

Increase silent monitoring to try to gain a more objective measure in response to agency survey input that referrals are not as accurate as we desire.

Added temp resource database staff to update resource database

Hired someone with bi-lingual language skills when filling a vacant position

Found additional resources for staff

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Adjustments

Dashboardo Identify:

Strengths Gaps Next Steps Solutions

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Quality Assurance DataGroup Analysis of:

American Evaluation Association (AEA) evaluation search – http://www.eval.org/find _an_evaluator/evaluator_search.asp

Local affiliates of AEA

Michigan Association for Evaluation

Local colleges and universities

405/23/2013Source: Salvatore Alaimo, PhD – Grand Valley State University

How to Find an Evaluator…

5/23/201341

Robert McKownSr. Director of Evaluation & Accountability(616) 752-8639rmckown@hwmuw.org

Sherri Vainavicz2-1-1 Program Manager(616) 752-86341svainavicz@hwmuw.orgFo

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Con

tact

Thank you!