“In terms of measures of success, employment is a valid measure – but not the only one. There is a need for more flexibility for people with multiple issues. Their starting point should be considered when evaluating success. Some steps might be minor for some, but huge for others.” – Community development worker during Consultation

• Many of the service providers we spoke with during the consultation said that while they thought they were valuable, too much emphasis is placed on quantitative measures of success:
  • numbers of calls, walk-ins, client retention, referrals
  • statistical evidence that literacy levels are increasing (eg. test scores)
  • placements in other training
  • employment placements
  
  

• Some felt that quantitative outcomes are not always a valid indicator of success. A program may appear to be effective according to the funder’s criteria – number of referrals made in a certain time period, for example – but that doesn’t necessarily mean the individual was directed to where they need to go or were helped in some meaningful way. Poorly informed or insensitive referrals, however numerous, may merely have entrenched dependencies.

• The notion of panning back and seeing the bigger picture – rather than evaluating very specific program-outcomes – came up often. We need to ask ourselves what we really wish to achieve. That is, we need authentic measures of success and accountability – not just academic achievement or employment ones.

• Much of the frustration we heard on the part of service providers was that it is difficult to measure or prove that someone’s life has changed in a positive way or that they are somehow better able to function in and contribute to society:
  • developing self confidence, coping skills, empowerment
  • discovering and expressing one’s own leadership qualities
  • getting involved in the community
  • moving on in one’s life, joining things, looking for places to develop, going places to improve one’s life
  • beginning to talk about and “own” one’s issues
  • acquiring the ability to learn
  • changing lifestyles (eg. becoming drug-free)
  
  

• Moreover, some believe it is problematic to make value-based assumptions around whether one kind of