Writing Consumer Education & Referral Outcomes

1. Writing Consumer Education & Referral Outcomes A QTS Web Training

2. Things to know • You have control of the power point on your own computer • The trainer will tell you when to go to the next slide • Please mute your phone unless you have a question or comment • If we should get disconnected by phone, call back in • If you experience difficulty with the PowerPoint while on line, let the facilitator know.

3. Details…. • You were sent the PowerPoint with the URL • Attendance will be taken at the conclusion of the call • If you need additional assistance, please work with your Quality Assurance Training & Support Specialist

4. Who’s here? Referral Specialist CCR&R Program Director/Supervisor Other

5. What we will do… • Review expectations of 2.B.1.c and 2.C.1.a • Writing consumer education and referral specific outcomes

6. Results Accountability Guidebook Results Accountability Guidebook Child Care Resource Referral, Oregon State University Family Policy Program & Oregon Child Care Research Partnership, Pratt, Clara, and Weber Bobbie, 2000. Chapters 2, 3, and 6 http://www.naccrra.org/docs/results_accountability_guidebook_10-00.pdf. 

7. 2.B.1.c • An outcome based plan drives your services • Appropriate outcomes, indicators, activities, and inputs • Evaluation tool used to measure indicators • Compilation of that data (Based on what you are collecting, how do you know you’ve achieved the outcome?)

8. 2.C.1.a Outcome Based Evaluation • Tools measure movement toward outcomes • Surveying clients (minimum 20% response rate) • Compiles and analyzes data • Uses survey results to inform services

9. Performance Measurement includes answering the following ?s: • What are the planned activities, outputs, and intended outcomes? • Does the program achieve its planned activities and outputs? • Does the program achieve its intended outcomes and results? Results Accountability Guidebook, pg. 82

10. Logic Model Results Accountability Guidebook, pgs. 18

11. What’s the difference? Activity: Use CCR&R database to link families with providers appropriate to family needs Output: 256 families received referrals in the month of May. 97% of clients received between 5 and 10 child care options. (database) Outcome: Increased knowledge of child care options that meet family needs Indicator: 75% of parents responding to the follow up survey report an increase in knowledge of child care options that meet their needs (survey)

12. What is an outcome? Answer this question: What is it you want to happen to clients who call your referral line? Writing outcomes may be easier than you think.

13. Outcomes are the program’s results for people & communities • Contribute to the achievement of longer term goals • Describe a desired state of knowledge, attitude, skills, behaviors, or circumstances • Outcomes are observable, measurable, and achievable Results Accountability Guidebook, pg. 24

14. Outcomes seek to… • Increase • Decrease • Maintain Results Accountability Guidebook, pg. 24

15. Outcomes can be • Initial Increased knowledge of the characteristics of high quality child care • Longer term Increased family satisfaction with child care Results Accountability Guidebook, pg. 24

16. So that… Key Activity: Provide information about the characteristics of high quality child care, so that Outcome 1: Parent knowledge of characteristics of high quality child care increases, so that Outcome 2: Parents use knowledge of characteristics of high quality child care in their child care search, so that Outcome 3: Parents choose high quality child care arrangement, so that Outcome 4: Parents are satisfied with child care arrangement, so that Outcome 5: There is an increased probability of continuity of care for the child, so that Ultimate goal: Increased family sufficiency and ability to achieve personal goals is achieved. Results Accountability Guidebook, pg. 85

17. Examples of consumer ed & referral specific outcomes • Selected initial outcomes • Increased knowledge of child care options that meet family needs • Increased access to high quality child care options that meet family needs • Selected longer term outcomes • Increased family self-sufficiency and ability to achieve person goals Results Accountability Guidebook, pg. 43

18. Identify the target group What is the action verb? What is the result Parents who call the referral line Increase An understanding of the difference between regulated and non-regulated care Writing Outcomes Key Activity: Providing clients with written material and consultation about the differences between regulated and non-regulated child care.

19. Combine the 3 to make a statement After consultation with a referral counselor, parents will have increased knowledge of the difference between regulated and non-regulated care. Does this statement… Identify the target group? Identify the desired change in knowledge? Is it specific?

20. Key Activity: Provide information about quality indicators to each client What is the intended outcome? To write the outcome statement… • Identify the target audience • What is the action word • What is the desired result?

21. Now you try Think of a key activity you engage in on a daily basis • Identify the target group impacted by this activity • What is the action verb? • What is the result? Combine the 3 to make an outcome statement

22. A common error The confusion between • Outcomes • Activities

23. The difference… • Outcome Increased knowledge of child care options that meet family needs • Activity Use CCR&R database to link families with providers appropriate to family needs

24. An outcome might have multiple activities associated with it. For instance, what activities do we engage in to…. Increase parents’ understanding of quality child care characteristics

25. Another common error The difference between • Outcomes • Outputs

26. The difference • Outcome Increased knowledge of the characteristics of high quality child care • Output Volume: Number of families who received written materials describing characteristics of high quality child care Quality: Parent satisfaction with consultations and educational materials about quality child care characteristics

27. Another example • Outcome Increased knowledge of child care options that meet family needs • Output Volume: Number of families who received child care referrals Quality: Accuracy of referrals received by families

28. Assessing outcomes Increased family knowledge of child care options that meet family needs • Does the outcome state who will change? • Does the outcome state the nature of the change or benefit due to contact with the CCR&R? • Is it measurable? • Is it specific and can it be clearly understood? • Is it realistic and feasible? • Is it something the CCR&R can control?

29. How about this one? 100% of families contacting the CCR&R for referrals will receive written materials describing characteristics of high quality child care • Does the outcome state who will change? • Does the outcome state the nature of the change or benefit due to contact with the CCR&R? • Is it measurable? • Is it specific and can it be clearly understood? • Is it realistic and feasible? • Is it something the CCR&R can control?

30. Remember Outcomes… • Focus on the program’s results for families • Describe a desired state of knowledge, attitude, skills, behaviors, or circumstances • Are observable, measurable, and achievable • Should be written in an active way: increase, decrease, maintain

31. Implement these strategies to avoid common errors • Understand terminology • Areas of particular confusion outcomes vs. activities; outcomes vs. outputs; indicators vs. outputs • Start with a logic model • What do you want to accomplish? (outcome) • How will you know if it has happened? (indicator) • Proceed realistically • Choose outcomes that are realistically achievable and measurable

32. What we wanted to do • Review expectations of 2.B.1.c and 2.C.1.a • Practice identifying and writing outcome statements • Answer your questions

33. Wrapping up Attendance • Please STAY ON the line until everyone’s name is called. • If your name is NOT called and/or you are sharing the connection with someone else, please stay on the line after everyone has gone We need: Your name, e-mail and Agency ID

34. Questions: gupton@NACCRRA.org OR (866-782-2261) Contact Info