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Integrated Social Services: Reaching the Most Vulnerable. Training package for case managers

Module 7

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Integrated Social Services: Reaching the Most Vulnerable. Training package for case managers

  1. 1. CASE MANAGEMENT TRAINING PACKAGE Module 7. Social project monitoring and evaluation of outcomes
  2. 2. Monitoring and evaluationThe coping network arranges a project of social intervention in order to reduce socialneeds. The network has to monitor and evaluate the outcomes of that project. To better understand the difference between monitoring and evaluation, we can consider this metaphor: if we want to organize a trip, we need a good car, a good itinerary, a good driver, and the necessary skills to deal with the contingencies that may occur during the trip, whilst still having in mind the final destination. The monitoring process pays attention to all these element, while the evaluation process only considers whether the destination has been reached, whether the journey was worth it, and if there is an alternative destination. So: we must not confuse monitoring with evaluation of the outcomes! The correct management of a social project (the focus of the monitoring process) is a necessary but not sufficient condition for the success of the project (which will always be the improvement of social and personal conditions)! Case Management – module 7 – slide 2
  3. 3. Monitoring of the project planning and implementation Case Management – module 7 – slide 3
  4. 4. Evaluation of the project outcomesThe evaluation of outcomes highlights the changes achieved,their stability, and the reduction of the social needs It is not easy to evaluate the outcomes of a social project. We have to keep in mind these issues:1. In many cases, there is not a clear “final destination”, but only a series of intermediate ones. We have to consider the desired outcomes on three different levels: short term; medium term, and long term. Short-term outcomes should be clearer than long-term outcomes.2. The desired outcomes can change while the project runs. It is important that any changes are shared within the coping network.3. It is important to have an analytical description of the desired outcomes. For this aim, it is useful to use a framework, like the one in the following slide … Case Management – module 7 – slide 4
  5. 5. The evaluation of outcomes highlights the changesachieved, their stability, and the reduction of social needs The evaluation of outcomes can be made with regard to the following areas: Changes/improvement of knowledge and abilities: has the person or the family acquired some new useful skills and knowledge? Which? How can they be useful? Changes/improvement of mental approaches: has the person or the family changed their opinion on their life, on their social relations, on the world in general? Which? How? Can this change facilitate the resolution of their social needs? Changes/improving of behaviours: has the person or the family improved their social and private behaviours, particularly their problematic or symptomatic behaviours? Which? Changes/improving in the level of the quality of life: has the person or the family improved their lifestyle? Particularly, is their informal social network broader than it was before the social intervention? For each of these changes/improvements, an evaluation of time stability must be made. Case Management – module 7 – slide 5
  6. 6. Appropriateness (1) The evaluation of a social protection project,particularly if it is implemented in accordance with the Case Management methodology, is always anevaluation of its appropriateness in relation to the reaching of its outcomes.The evaluation of appropriateness is an alternative way of monitoring and evaluating outcomes, and it keeps these two actions together Case Management – module 7 – slide 6
  7. 7. Appropriateness (2) Appropriateness is a multi-dimensional concept: the coping network has to define what criteria it wishes to use for each dimension sustainability transparencyeffectiveness timeliness appropriateness relevance acceptability accessibility Case Management – module 7 – slide 7
  8. 8. Effectiveness This is the degree to which a project meets the needs for which it was implementedOBJECTIVE EFFECTIVENESS is evaluated by a set ofstandardized indicators, having standard benchmarksSUBJECTIVE EFFECTIVENESS (perceived quality) isevaluated by the actors of the project in accordance with theirpoints of view, personal goals, and preferences• by the involved practitioners (self-effectiveness)• by the stakeholders• by the beneficiaries Case Management – module 7 – slide 8
  9. 9. RelevanceIn relation to the needs with which it has to cope, the project adopted is the best of the options availableIt is always useful to answer the questions: whatcould be improved in the future for a similarproject? What could we do better with the wisdomof hindsight?Added criterion: could the project implemented beeffective also for similar, but more severe, needs? Case Management – module 7 – slide 9
  10. 10. Accessibility The implementation Physical and processes of the functional project have been accessibility easily accessible by the actors (the Correct share ofinvolved practitioners information andand citizens, and the decision-taking beneficiaries), in terms of: Avoiding specialized languages Case Management – module 7 – slide 10
  11. 11. Acceptability The project has taken into account the cultural preferences and moral commitment of the beneficiariesAdded criterion: the realization of the project hasforeseen tools for improving communication amongthe practitioners and the beneficiaries, facilitatingthe development of trust-based relationships Case Management – module 7 – slide 11
  12. 12. Timeliness The project has been implementedwithout loss of time (for bureaucraticreasons, or because of conflicts among the involved subjects)Added criterion: harm has been caused by a lack of timeliness in the implementation of the project Case Management – module 7 – slide 12
  13. 13. Transparency The outcomes of the project have to be compared with the expected aims of theproject, and any deviations from either have to be explained by reference to the otherThe monitoring and evaluation processes haveto involve all the subjects participating in theproject (beneficiaries included): any problems experienced must not be hidden Case Management – module 7 – slide 13
  14. 14. Sustainability (efficiency) The cost of the project was well judged, and the project was sustainable until the end1st Corollary: there should be an optimal ratiobetween the costs and benefits of the project2nd Corollary: but a basic level of effectivenessexists, below which the evaluation of efficiencyshould not be applied Case Management – module 7 – slide 14