5 Working with commissioners to measure positive outcomes

5. Working with commissioners to measure positive outcomes Sara Burns Triangle Consulting

Triangle Consulting • Specialise in outcomes • Developed effective distance travelled tools: Outcomes Star, MH Recovery Flower, The Employability map… • 5 years in homelessness and worked with most of the major London services providers, and several smaller agencies • Working with LA SP teams to develop an outcomes approach that works at all levels • On DCLG outcomes working group actively involved in the development of a national framework for SP outcomes

We are passionate about outcomes because: • Outcomes are about change and things getting better – which we are all interested in • It gets to the heart of what really matters • They encourage people to step in the shoes of those they work with

We are passionate about outcomes because: • Describing how change happens makes assumptions more explicit and articulated • Talking about change helps focus everyone on why they are there • They enable people to count what really counts

What do others want to know: • Commissioners need to know: – That the services commissioned are delivering what they set out to achieve – That their SP programme is making a difference locally and there are no gaps – Be able to report to DCLG as required • Providers need: – To know that they are achieving what they set out to achieve

Who needs what (cont. ) • Providers need (cont. ): – To learn about what is going well and what not, improve their service as needed – Ways of measuring that actively support keywork – Accountability to funders/commisisoners • Service users need: – Good keywork support that helps them change – A measurement tool that they can relate to and understand, visual or kinesthetic

Common ground • Everyone wants to know that a service is working and do what they can to ensure it does • Everyone wants to minimise bureaucracy and avoid monitoring that gets in the way • There is an understanding that service users do not change overnight – there is a journey • And that services often turn lives around in rich and varied ways not evident in hard outcomes • AND there is a limit to how much distance travelled or soft outcomes can be used as evidence of success across regions or nationally

Positive outcomes measurement Likely to involve monitoring at 3 levels: • DCLG transitional form gathering national information on 10 -12 outcomes • Supporting housing providers using distance travelled monitoring tools that enhance keywork and provide feedback on changes that matter • LA SP drawing on both DCLG and provider data within local outcomes drawn from a national basket to evidence effectiveness of SP locally and using provider outcomes data as an integral part of contract monitoring

A good outcomes tool • Gives projects the information they want for their own learning • Is simple and easy to understand use • Is visual and kinaesthetic where possible • Produces consistent and reliable information • Integrates well into existing procedures • Honours the values of the project • The Outcomes Star is an example of a good tool

Measuring the Outcomes

Homelessness journey of change Maximising independence in housing Buy in/ need to be active 5 Want things to change 3 Not interested in change. Stuck 1 Sometimes fed up but nothing can be done 2 Go along with help. Passive 4 Like the way I Independent live. Need of service support 8 9 Understand how what I do effects what I get 7 Taking action, with lots of support 6

Benefits within support planning • Provides a structure to involve service users in needs assessment and review • Transparent process highlights areas of agreement, disagreement and can inspire discussion • Demonstrates service user involvement for funders/ other stakeholders • Can readily involve other agencies in the process • Clear evidence of progression at reviews can encourage all concerned

Recommendations • Accept the layers – one size will not fit all • Service providers use a tool that works for them and integrates helpfully within support planning (NOT imposed) • Patience and support in introducing monitoring • Commissioners to take an interest, have faith in the value and rigour of tools and draw on soft outcomes data in contract monitoring • Commissioners to minimise collection and work with a nationally agreed basket of indicators • DCLG to do all they can to support a basket that includes evidence from distance travelled tools

Contact details: Triangle Consulting is Sara Burns, Kate Graham and Joy Mac. Keith info@triangleconsulting. co. uk Sara Burns: 020 7263 7368 The Outcomes Star can be downloaded free from: www. homelessoutcomes. co. uk With a link from www. triangleconsulting. co. uk