6.6 Family and Youth Program Measurement Simplified Speaker: Iain DeJong Effective homeless assistance systems rely on quality data and performance measurement. This workshop will describe simple steps to evaluate program outcomes as well as practical strategies for using data systems to support a performance-based homeless assistance system.

1. National Alliance to End Homelessness
Los Angeles, CA
February 2012
Presented by
Iain De Jong

2. To Get Started
• If you want a copy of the presentation, send an email.
• At some point presentations will be on the NAEH website
– www.naeh.org - as well as oodles of other cool
resources.
• The OrgCode website - www.orgcode.com - will also
contain the presentation and other information you may
find useful and/or interesting.

3. Interactive Options
@orgcode
idejong@orgcode.com

4. Overview
a) About the Presenter
b) Why Do We Need Good Data?
c) You’re Better At This Than You Thought
d) Key Concepts and Definitions
e) How It All Works Together
f) Case Study
g) Funder Expectations
h) Creating a Data Loving Culture
i) Common Problems
j) Q and A

5. About Iain De Jong
• President & CEO, OrgCode Consulting Inc.
• Performance measurement, standards and quality assurance
program development for $750 Million housing, shelter and
homeless program service system
• Developed and provided leadership to North America’s largest
integrated ICM Housing First program
• Reduced street homelessness in North America’s fifth largest
city by 50% in three years using a data driven approach
• Worked with non-profits, academics, funders, elected officials
and government in more than 100 jurisdictions

6. About Iain De Jong
• Examples of current projects:
– Optimizing data and performance, especially for HEARTH
– Speaking series on ending homelessness
– 10 Year Plan Evaluations
– Service User Surveys & Counts
– Service Prioritization Decision Assistance Tool
– Municipal Housing Strategies
– Housing First, Rapid Re-housing and Intensive Case Management Training
• Recipient of 16 national and international awards and
accolades in housing and homelessness for innovation, quality
assurance, leadership and policy
• Part-time faculty member in Graduate Planning Programme at
York University

7. Math & The Human Services Professional
• I know what you’re thinking
– Pick a number between 1 and 25
– Double it
– Add 12
– Divide by 2
– Subtract the original number
– And the answer is…
• I know how you feel

9. Good Data:
Understanding What You’re Doing
“It is a capital mistake to theorize
before one has data.”
Arthur Conan Doyle

10. Good Data
• The plural of “anecdote” is not data.
• If you can’t measure it, you can’t manage it.
• “Some” is not a number, “soon” is not a time.
• A sample size of “one” is unlikely to be indicative of the
population as a whole and is several data points short of a
trend.
• That which we think and that which we know can be two totally
different things.

11. Good Data
• Demonstrate prudent use
of funding.
• Make program
improvements.
• Meet client needs.
• Ensure delivery of service
relative to mandate.
• Inform hiring and staffing
decisions.

12. Good Data
Keeping the Interest of the Client at the Heart of the Matter
Quality of Life
Changes As A Result Advocate for
of Service System Change # of Different
Clients Served
What Happened As A
Prioritize Who Gets Result of Your
Served Using Which Service?
Services
System Gaps
Unmet Service
Needs
# of Clients
Basic
Served > 1 Time
Demographics

13. The “Funnel” of Homeless Services

14. Until you spread your wings
you’ll have no idea how far you can walk.

15. “ To build a better world, we
need to replace the
patchwork of lucky breaks
and arbitrary advantages
that today determine
success with a society that
provides opportunities to all.

16. Good Data:
5 Good Reasons To Collect It & Use It
1. To understand whether current activities are working to
achieve intended results.
2. To drive program improvement and share information
on effective practices with others.
3. To ensure a common understanding among all partners,
staff, and clients of what you intend to achieve and how
you intend to do it.
4. To communicate and advocate for community support,
public interest, combating NIMBY, leveraging funding.
5. To accomplish your goals.
What gets measured, gets done.

17. How Many?...How Much? ™
Not so
Really Bad
bad
A statistical measure of Badness

18. - Someone (or seven) has come in late
- If they sat near you, tell them how they can get the presentation
PAUSE

19. You’re better at this
than you thought!

21. Learning to ask the right questions.
I want to live
in a world
where a
chicken can
cross the
road without
its motives
being
questioned.

22. Find x
X
3”
6”

23. Find x
Found it!
X
3”
6”

24. Key Definitions & Core Concepts
“It depends on what your definition of ‘is’ is.”
- Bill Clinton

25. Inputs
Inputs include resources dedicated to, or
consumed by, the program: money, staff and staff
time, volunteers and volunteer time, facilities,
equipment, and supplies.

26. Activities
Activities are what the program does with the inputs to
fulfill its mission, such as providing shelter, managing
housing subsidies, or providing case management.

27. Outputs
Outputs are the direct products of program activities.
Outputs are usually presented in terms of the volume of
work accomplished: the number of participants served, the
percentage of participants who received rent subsidies and
the average subsidy value, or the frequency and intensity of
service engagements each participant received.
Outputs document what you delivered, so you can
exactly replicate or adjust your approach in the future.

28. Outcomes
Outcomes are benefits or changes among clients
during or after participating in program activities.
Outcomes may relate to change in client knowledge,
attitudes, values, skills, behaviors, conditions, or other
attributes.
You can quantify a program’s outcomes by methodically
mapping and describing its results.

29. Let’s Make & Bake a Cake!
• What resources (inputs) do we need?
• What do we need to do (activities) with those inputs?
• What do those activities result in (outputs)?
• What is the benefit (outcomes) of those outputs?

30. Outputs and Outcomes:
Common Confusion
OUTPUTS… OUTCOMES…
• Focused on what the client and/or • Focused on what the client will
program will do to achieve the outcome. gain from that program.
• Quantified in terms of the frequency • Quantified in terms of the client-
and intensity of the activity from the level impact with clear targets
client’s perspective. and methods.
• Specific to the activity described • Specific and attributable to
for the program. (a result of) that program.
• Feasible. • Meaningful.
• Attainable. • Attainable.
• Understandable to someone outside of • Understandable to someone
the program. outside of the program.

31. Creating a Data Typology
• Remember what you learned in 9th Grade Science
• Categorize your data based upon such things as funding
source, type of program, type of service, characteristics
of client served (singles, families, veterans, substance
users, consumer survivors), who offers the service, etc.

32. Creating a Data Typology
• Don’t lose sight of the client in the typology!
• The six types of people you serve will always
be the same:
1. Someone’s father
2. Someone’s mother
3. Someone’s brother
4. Someone’s sister
5. Someone’s son
6. Someone’s daughter

33. Logic Models
• Used to organize inputs, activities, outputs and
outcomes for a project or program.
• Clearly state the problem/need and a service to
address that problem/need.
• Should make the road map clear – not purposely
obfuscate.
• May provide indication of how evaluated, other
measures to be considered, and/or timeline.

34. Project Logic Model
Agency Name:
Problem Statement:
Service:
Input Activity Output Outcome Measurement Timeline
Tool
A project logic model may look like this…

35. Program Logic Model
Agency Name:
Problem Statement:
Program:
Service Input Activity Output Outcome Measurement Timeline
Tool
A program logic model may look like this…

36. Interactive Case Study
It’s All About You…

37. Your Reality
• One volunteer raise your hand!
• Congratulations –
you now get to pick someone else at random!
• Let’s walk through the inputs, activities, outputs and
outcomes of a service you are doing or thinking about
doing together.

38. Your Reality: Everyone This Time!
• Think of a service you provide or are
thinking of providing
• Jot down what you believe the inputs, activities,
outputs and outcomes would be
• Chat with the person on either side of you

39. Analyzing Your Data

40. Important Steps to Remember Before you
Even Start Analyzing Data
1. Don’t force data to “say” something it doesn’t.
2. Keep it simple.
3. Know your limits.
4. Don’t be an idiot.
5. Repeat steps 1 through 4.

41. Start with a Baseline
• Baseline data is the basic information gathered before a
program starts.
• Baseline data is used later to provide a comparison of
whether the program is having an impact.
• Clear goals and objectives for a program make it easier
to determine baseline data.
• There are two types of baseline data:
– Determinate – clearly indicated by the goals and
objectives of the program.
– Indeterminate – useful for understanding context,
though not directly related to goals and objectives.

42. Turkeys & Mutual Funds –
What Both Have to Tell Us About
Community Responses to Homelessness

43. 43

44. What the Turkey Story Tells Us

45. Set Clear Targets & Milestones in Advance
• Target is the future reference point to aim your goal
towards.
• While some will set a target as an aspiration, it is better
to be SMART: Specific, Measurable, Attainable,
Realistic and Timed.
• Milestone is a pre-determined or major project event,
such as the first cohort through a program, the end of a
funding year, 100th graduate, etc.

46. Create a Data Analysis Plan at the Beginning
• Look at how you are doing compared to your baseline at
predetermined times — quarterly, annually, etc.
• Look at how you are doing relative to your targets at
predetermined — monthly, annually, etc.
• Look at how you are doing each time a milestone is reached.

47. Make Data Analysis Happen Effectively
• Do it when you say you will do it.
• Present your findings in different ways – visually, written,
numerically, etc.
• Avoid common mistakes: incomplete data set; averaging
averages; using words like “sample” or “significant” in the wrong
way; etc
• Don’t ignore the data if it tells you something you didn’t want to
see/know.

48. "The only man I know
who behaves sensibly
is my tailor; he takes
my measurements
anew each time he
sees me. The rest go
on with their old
measurements and
expect me to fit them.”
- George Bernard Shaw
www.worldandi.com

49. Another Way of Thinking
About How to Simplify Data

50. A Vision to End Homelessness

51. Thinking Like a System While
Meeting Funder Expectations
And if you are a funder – how to be a nicer, gentler and more
organized requester of data…

52. Grants Management Lifecycle

53. HEARTH: Key Indicators
• HEARTH identifies the following indicators to be used by HUD:
– Length of time homeless
– Recidivism (subsequent return to homelessness)
– Access/coverage (thoroughness in reaching persons who
are homeless)
– Overall reduction in number of persons who experience
homelessness
– Job and income growth for persons who are homeless
– Reduction in first time homeless
– Other accomplishments related to reducing homelessness
– Prevention/independent living for families with children and
youth defined as homeless under other federal programs

54. Thinking & Acting Like a System
• A comprehensive, integrated set of program offerings;
not a collection of projects.
• Expectations of services.
• Strategic direction for each service area.
• Invest in change; spend on impact.
• Performance management.

55. Four Strategic Areas of Investment

56. Thinking in Sectors of Service

57. Performance Management
• Multi-dimensional framework for improvement, not
backward looking accounting.
• An interest and capacity in working to organize a system
as a whole:
– Coach for success
– Multiple voices
– Performance measurement
– Enhance service excellence
– Be clear to service users what they can
expect

58. The Science of Feedback Loops

65. Meeting Funder Expectations
• Meet core requirements of funding approval.
• Ensure data collection is in place
at the time the program is started – not after!
• Don’t be afraid to collect data to meet your own
needs too!

66. And if you are a Funder…
• Have a longitudinal perspective even if the funding is for
a shorter number of years at a time.
• Be consistent.
• Create business practices that ensure data collection is
accurate and comparable.
• No retroactive requests!
• Respect that the landscape of community partners is
already stressful…

67. Under Pressure: Stress Landscape of
Community Partners

68. Some Data Requests Are
Outside Your Control
• Lift your right leg.
• Turn your leg clockwise.
• Extend your right index finger.
• In the air, draw the number six.
• What happened to your leg?
• Now force your leg to go back to the original clockwise
direction.

69. Creating a Data Loving Culture
Helping you, your staff and peers
find their inner nerd and love it.

70. Align Metrics to Vision

71. Creating a Data Loving Culture
• Ask for input – what do others think is important to track.
• Be consistent in what you want and how you want it.
• Follow change management practices and realize the six
stages of change apply to data behavior too!
• Create time in the work day for data entry as part of the
“real” work.
• Use data to report back in staff meetings, newsletters,
community meetings, press releases, fundraisers, etc.

72. Creating a Data Loving Culture
• Set realistic targets and incentivize!
• Simplify the message.
• Track only what you need to track to know if the mission
is being accomplished.
• Systematic review as easy as 1, 2, 3!
• Use adult learning strategies to make your data “real” to
all of your audiences.
• Avoid junk science and distracters.

73. Use it or Lose it: Actions Speak Loudly
• Homelessness
has never been
ended in a
committee.
• Homelessness
has never been
ended by a data
analyst.

74. If you aren’t the lead dog,
the view is always the same.

75. Common Problems
And how to fix them.

76. Problem Solution
• Difference between • Output is what will be done. Outcome is
output and outcome what will be gained – the result.
• Overshooting on targets • Examine targets on a regular cycle.
Revise at start of funding cycle.
• Lag in data entry • Ensure time is set aside every day for
timely data entry
• Staff resistance • Fire them.
• Kidding.
• Try the ideas for a data loving culture.

77. Problem Solution
• Just meeting funder • Focus on your own needs and
needs becoming reflective practitioners.
• Complex data system/ • Consider moving to a friendly
HMIS platform. Build in time for training.
• Different approaches • Establish an agency standard.
across multiple program Appoint someone to create
areas in one agency common process.
• Slap them.
• Multiple funders with
• Kidding.
different requirements
• Try to find commonality in
outputs and alter logic model
to best capture other areas.

78. Problem Solution
• Confusing logic model • Keep it simple. Consider starting at
a service level and working up to a
program level.
• Design your data process, data
• Brainiacs mucking
collection and data analysis such
around that a PhD is not required.
• When choosing an approach make
• Want to analyze the sure you can export data for other
data in different ways analysis.

79. Problem Solution
• Can’t tell if making a • Don’t collect data for data sake.
difference Ensure what you collect tells you if
you are getting results.
• A gazillion pieces of • KISS.
data
• Collect only what you need to know
if you are achieving results.
• Build consistency throughout your
• Fruits and vegetables
agency and entire CoC. Consider a
data committee.
• Forgot the good stuff • Email me. You can have
from the presentation the whole thing. 

80. Questions

81. Thank you twitter.com/orgcode
@orgcode