5. Working with commissioners to measure positive outcomes Sara Burns 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

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

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 We are passionate about outcomes because:

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

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

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

Positive outcomes measurement Likely to involve monitoring at 3 levels: DCLG transitional form gathering national information on 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

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

Measuring the Outcomes

Homelessness journey of change Like the way I live. Need support 8 Independent of service 9 Maximising independence in housing Understand how what I do effects what I get 7 Buy in/ need to be active 5 Taking action, with lots of support 6 Want things to change 3 Go along with help. Passive 4 Not interested in change. Stuck 1 Sometimes fed up but nothing can be done 2

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

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

Contact details: Triangle Consulting is Sara Burns, Kate Graham and Joy MacKeith Sara Burns: The Outcomes Star can be downloaded free from: With a link from