MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Advancing a Healthy Peel Community Advancing a Healthy Peel Community TOGETHER!TOGETHER!
June 1, 2010June 1, 2010
Janice LovegroveResults Leadership Groupwww.resultsleadership.org
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™
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Goals for the Common Good: The United Way Challenge to America
Closing the Achievement Gap: Dane County, Wisconsin
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Few have tried: Framing social goals in measurable terms & mobilizing to “turn curves”. . .
en•ter•prise -
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.
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. . .
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”…
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?
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?
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
“Leadership springs up at the intersection of personal PASSIONS and public PROBLEMS.”
Barbara Crosby, Author
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
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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Results Based Accountability is made up of two parts:
Population AccountabilityPopulation Accountability
about the well-being of
WHOLE POPULATIONSWHOLE POPULATIONSNeighborhoods – Cities – County
+
Performance AccountabilityPerformance Accountabilityabout the well-being of
CLIENT POPULATIONSCLIENT POPULATIONSCounty Programs – Agency Programs –
Service Systems
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Definitions: Language DisciplineP
OP
UL
AT
ION
A
CC
OU
NT
AB
ILIT
YP
ER
FO
RM
AN
CE
A
CC
OU
NT
AB
ILIT
Y
ResultCondition 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:
INDICATORMeasure which helps quantify achievement of a result:
Seniors with independent living needs met – Children entering school “ready to learn” – Residents in affordable housing
PERFORMANCE MEASUREMeasure of how well a program, initiative, agency or service system is working.
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Eye on thePRIZE!
*Tracking *Watching
*Addressing Success Markers ALL THE TIME!!
Connected & Thriving
Immigrants
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES15
PopulationPopulationAccountabilityAccountability
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIESFPSI/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?
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?
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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIESFPSI/RLG19
The Story Behind the BaselineThe 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?
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIESFPSI/RLG 20
PartnersPartners
Who are partners who may have a role to play in turning the curve?
Does the story behind the curve suggest any new partners?
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Best WEB of
Actions & Strategies Onset & Ongoing
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…
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIESFPSI/RLG 23
Action PlanAction Plan
Leverage: will likely turn the curve of the baseline?
Feasible: will, talent, resources?
Specific: who, what, when, where, how?
Consistent with values?
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Where to Start?(of smartest ideas)
PassionPhilosophy/Values
Partners/Power
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Performance Performance MeasuresMeasures
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Start with EndsStart with EndsResults Results
IndicatorsIndicators
Performance MeasuresPerformance Measures
How much did we do?How much did we do?
How well did we do it? How well did we do it?
Is anyone better off?Is anyone better off?
Contributionrelationship
Alignmentof measures
Appropriateresponsibility
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIESFPSI/RLG 27
How much did we do?
Program Performance Measures
How welldid we do it?
Is anyonebetter off?
Quantity Quality
Effe
ct
Effo
rt
# %
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIESFPSI/RLG 28
How much did we do?
Education
How well did we do it?
Is anyone better off?
Quantity Quality
Effe
ct
E
ffort
Number ofstudents
Student-teacherratio
Number ofhigh schoolgraduates
Percent ofhigh schoolgraduates
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
What gets measured
gets attention!
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.
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)
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIESFPSI/RLG 32
Putting It All Together: Putting It All Together: Some Progress and Lessons Some Progress and Lessons from United Way of the Greater from United Way of the Greater Lehigh Valley, PALehigh Valley, PA
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 livesthat
DIRECT IMPACT
COMMUNITY IMPACTpeople, time, talent,
relationships, expertise, technology, money, etc.
financial resources of businesses and
employees
of program customers
of community populations
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Changing Lives, Changing CommunitiesOur Community Goals
Strong Families in Vital NeighborhoodsStrong Families in Vital Neighborhoods
Children Children Healthy Healthy & Ready & Ready to Learnto Learn
Youth Youth Succeeding Succeeding in Schoolin School
Older Adults Older Adults Aging Aging
SuccessfullySuccessfully
Safety Net ServicesSafety Net Services
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 - 200 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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
RBA Investment Plan
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Youth Succeeding in School:Community “Indicators” of Success
Critical Points…
3rd 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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Youth Succeeding in School:The Need to Act Now
The Lehigh Valley –
2000 3rd graders below grade level in reading
2500 8th graders not proficient in reading
1000 students dropping out of school
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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
8th Grade Students Below Proficient in Reading 3 Urban Districts - Lehigh Valley
05
101520
2530
354045
505560
6570
2001 2002 2003 2004 2005 2006
School Year
% B
elow
Pro
fici
ent
on P
SSA T
est
Allentown
Bethlehem
Easton
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Contributionrelationship
Alignmentof 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
CUSTOMERRESULTS
Total # of1:1 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 ACCOUNTABILITYMiddle School Intensive Mentoring Project
POPULATIONRESULTS
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:
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
RBA Report Card: 2008-09 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)
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
RBA Report Card: 2008-09 Program Investments
QUALITY FACTORS
How well did investments align with 2008-11 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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
RBA Report Card: 2008-09 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
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)
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
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)
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Building on 14 Years of School Success Partnerships…
1996: Planning Grant 1st Collaborative 4-year grant + match
1997-2005: 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
2010-15 New Strategic Framework: Expansion – Integration - Evaluation
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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Community Schools:
CAS Model
Results-Based Accountability
United Way: Community Impact
Model
COMPASSCommunity
Schools
Blending the Best of 3 “Models”. . .
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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Community School Organizational ModelUnited Way of the
Greater Lehigh Valley
Community Partners for Student Success (COMPASS)
Fountain Hill ES
Bethlehem AreaSchool District
NorthamptonCommunity
CollegeLincoln ES
Center forHumanistic
Change
Central ES
Boys &Girls Club
of Allentown
South Mountain
MS
Communities In Schools of the Lehigh Valley
RooseveltES
Boys &Girls Club
of Allentown
Allentown School DistrictBangor Area School District
Slater Family Network
Calypso ES
Communities In
Schools of the Lehigh Valley
Director of Coaching & Training COMPASS
Director of COMPASS
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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Funded by Govt or Foundation
All CS’sProgram
B
PSSA Scores and Graduation/Dropout Rates
Community Strategy/Partners
Headline Performance Measures
Each CS
Student Results
EN
DM
EA
NS
Program A
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
Eff
ect
E
ffo
rt 121 after-school programs
1130 students services
198 parent volunteers
203 parents services
(CaES) 3rd grade reading proficiency: 47-64%
(CeES) 3rd 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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Helping change the lives of Chantell and her mom. . .helping make Roosevelt a school where more students succeed!
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Youth Success Zone
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Youth Success Zone
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Partnerships and Collaborations:Making them Work for the Community
AND for the Participants!
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.”
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
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)
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
What would it take?
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)
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIESFPSI/RLG 66
Reframing the Focus in Reframing the Focus in
Performance Performance Accountability:Accountability:
Accountability for Accountability for resultsresults
requires requires
discretion,discretion,
requires requires
trust!trust!
Rethinking Democratic Accountability, Robert D. Behn (Brookings, 1997)
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.
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!!
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Cooperation
Coordination
Collaboration
Core Initiation
Partnership Involvement
Mike Winer, 4Results Together
We step out into community impact
partnerships by stepping back to select
our involvement.
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?”
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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Are meetings the only way to communicate?
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.
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
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
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Eye on the Prize
Positive Life Outcomes for
Peel Residents
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Smart Web
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Strong Spirit & Synergy
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Next Step Resources!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)
MEASURABLE RESULTS FOR CLIENTS AND COMMUNITIES
Thank you!