Measuring Outcomes Experienced by Users of Community Services

With increasing pressure on human service organisations to demonstrate their impact, there is a growing need for effective tools to measure outcomes. This article introduces the Community Services Outcomes Tree (CSOT)—a comprehensive framework designed to assess the effectiveness of community services using a “whole of life” approach.

Developing the CSOT Framework

CSOT was developed through an extensive review of outcomes-related research, combined with an action research process that engaged both service providers and consumers. The framework captures outcomes across a persons' life, organised into twelve main domains within which outcomes are nested. Organisations select the appropriate set of outcomes most relevant to their program.

To complement CSOT, researchers at Centre for Social Impact Swinburne also designed a streamlined and customisable survey template that organisations can use to gather data. This tool is intended to be practical, efficient, and adaptable to different service contexts, making it easier for organisations to measure their outcomes in a consistent and reliable way.

Piloting and Key Findings

The CSOT approach was initially piloted in Australia with various human service organisations and diverse cohorts. Service providers reported that CSOT allowed them to gather meaningful data that could inform decision-making and enhance their programs.

However, the study also highlighted the complexity of outcome measurement in community services. While the CSOT provides a strong foundation, further consideration is needed regarding the expertise required for data analysis within organisations. The authors acknowledge that no single tool can fully capture the complexity of service provision or the diverse experiences of service users.

Conclusion

Measuring outcomes should serve a clear purpose: providing valuable insights for stakeholders, informing service improvements, and ensuring that the voices of service recipients are heard. CSOT has demonstrated its potential as a practical and effective tool for outcome measurement. Although further research and refinement are needed, the framework provides a solid starting point for organisations seeking to assess their impact in a meaningful way.

Acknowledgements

The authors extend their gratitude to Uniting Vic Tas for their support.