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5. Working with commissioners to measure positive outcomes

Triangle Consulting specializes in outcomes measurement and has developed effective tools such as the Outcomes Star, MH Recovery Flower, and The Employability Map. They have experience working with homelessness services providers and LA/SP teams to develop outcomes approaches at all levels. They are actively involved in the development of a national framework for SP outcomes.

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5. Working with commissioners to measure positive outcomes

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

  2. 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

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. 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

  9. A good outcomes tool • Gives projects the information they want for their own learning • Is simple and easy to understand and 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

  10. Measuring the Outcomes

  11. Homelessness journey of change

  12. 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

  13. 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

  14. Contact details: Triangle Consulting is Sara Burns, Kate Graham and Joy MacKeith 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

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