Implementing Outcomes at United Way Fox Cities

Traditionally, United Ways and other funders have asked agencies and programs to demonstrate accountability by monitoring and reporting on how they go about providing services - how much money is received and spent, how many staff and volunteers deliver programs, how many individuals are served, the number of hours spent serving them, the number of brochures, classes, or counseling sessions produced, etc. Human service organizations have not typically been asked to track what happens to participants as a result of their services.

In growing numbers, service providers, governments, other funders, and the public are calling for clearer evidence that the resources they expend actually produce benefits for people. Consumers of services, volunteers who provide services, and funders of services want to know that the programs they devote time and money to really make a difference. This interest in "results" and "making a difference" has led to United Way's focus on measuring program outcomes.

Outcomes are benefits or changes for individuals or populations during or after participating in program activities. Measuring and reporting outcomes gives programs an opportunity to:

• Clarify what they are trying to do
• Measure how well they have succeeded
• Improve their performance
• Communicate their goals and accomplishments to others

Outcomes at United Way Fox Cities

Beginning in 1995, United Way Fox Cities implemented outcome measurement programs for itself, and its partner agencies.  Extensive education on outcomes was provided to the partner agencies as well as United Way volunteers and staff.  A consultant was hired to work with individual agencies and programs needing extra attention.  United Way Fox Cities continues to offer ongoing education and consultation services on program outcomes.

In 2001 outcomes were used by United Way volunteers as one of the criteria in making funding decisions for the partner agencies and programs.  Other criteria used in decisionmaking included the community need for a given program, agency fiscal management, the quality of staff and volunteer involvement in the organization, and the historical relationship between the agency and United Way.

When United Way Fox Cities implemented community impact in 2004, outcomes were an important part of the new model.  The volunteers in United Way's four Impact Areas continue to review the program outcomes of the partner agencies, but they also are developing outcomes and indicators for their priority issues as well as their community initiatives.