Writing Consumer Education & Referral Outcomes

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A QTS Web Training

Writing Consumer Education &

Referral Outcomes

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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.

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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

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Who’s here?

Referral Specialist

CCR&R Program Director/Supervisor

Other

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What we will do…

Review expectations of 2.B.1.c and 2.C.1.a

Writing consumer education and referral specific outcomes

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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. 

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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?)

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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

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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

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Logic Model Results Accountability Guidebook, pgs. 18

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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)

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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.

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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

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Outcomes seek to…

Increase

Decrease

Maintain

Results Accountability Guidebook, pg. 24

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Outcomes can be

InitialIncreased knowledge of the characteristics of high quality child care

Longer termIncreased family satisfaction with child care

Results Accountability Guidebook, pg. 24

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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 thatOutcome 4: Parents are satisfied with child care arrangement, so thatOutcome 5: There is an increased probability of continuity of care for the

child, so thatUltimate goal: Increased family sufficiency and ability to achieve personal

goals is achieved.Results Accountability Guidebook, pg. 85

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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

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Writing Outcomes Key Activity: Providing clients with written material and consultation about the differences between regulated and non-regulated child care.

1) Identify the target group

2) What is the action verb?

3) What is the result

1) Parents who call the referral line

2) Increase

3) An understanding of the difference between regulated and non-regulated care

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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?

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Key Activity: Provide information about quality indicators to each client

What is the intended outcome?

To write the outcome statement…

1) Identify the target audience

2) What is the action word

3) What is the desired result?

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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

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A common error

The confusion between

– Outcomes

– Activities

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The difference…

OutcomeIncreased knowledge of child care options that meet family needs

ActivityUse CCR&R database to link families with providers appropriate to family needs

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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

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Another common error

The difference between

– Outcomes

– Outputs

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The difference

OutcomeIncreased knowledge of the characteristics of high quality child care

OutputVolume: Number of families who received written materials describing characteristics of high quality child careQuality: Parent satisfaction with consultations and educational materials about quality child care characteristics

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Another example

OutcomeIncreased knowledge of child care options that meet family needs

OutputVolume: Number of families who received child care referralsQuality: Accuracy of referrals received by families

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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?

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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?

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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

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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

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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

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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 goneWe need:Your name, e-mail and Agency ID

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Contact Info

Questions:

gupton@NACCRRA.org

OR (866-782-2261)