We always want to make sure that the services that we offer have a positive impact on peoples’ lives and are the best they can be.

We use a seven question survey to monitor the impact of their services. People who use our counselling, groupwork or ISVA service are asked the following questions at regular intervals:

 

1. Overall, how happy did you feel yesterday? Where 1 is ‘not at all happy’ and 10 is ‘completely happy?

2. Overall, how anxious did you feel yesterday? Where 1 is ‘not at all anxious’ and 10 is ‘completely anxious’

3. How would you rate your understanding of your rights in accessing the criminal justice system? Where 1 is ‘no understanding at all’ and 10 is ‘completely understand’?

4. Overall, how able do you feel to make the choices you want to make? Where 1 is ‘not at all able’ and 10 is ‘completely empowered’.

5. How able do you feel to cope with what’s going on in your life at the moment? Where 1 is ‘not able to cope at all’ and 10 is ‘completely able to cope’.

6. How able do you feel to access support? Where 1 is ‘not at all able’ and 10 is ‘completely able’.

7. How lonely did you feel yesterday? Where 1 is ‘not at all lonely’ and 10 is ‘completely lonely’.

 

For counselling, we usually ask people to complete the survey every 12 weeks. For our ISVA service, we aim to ask people every 2-3 months but this will vary from person to person.

We started using this new outcome measure model in July/August 2019. As it is so new, we do not yet have a full data set to analyse but endeavour to publish data and analysis but the end of January 2020. We will be able to identify the number of clients who have had a positive change under each outcome measure, the % of clients who have had a positive change under each outcome measure and the average % change. This can be done for all service users and for each service.

We are currently looking into how we can also use this outcome measure to assess the impact of helpline services.

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