Increasing the Capacity of Individuals, Families and Communities

Capacity Benchmarking Tool
For Faith- and Community-Based Organization

Table of Contents | Part II: Strategic Planning | Part IV: Community Linkages and Partnerships

Part III: Program Monitoring

What is Program Monitoring?
Program monitoring is a process to determine whether an organization’s programs and services: 1) reach the target population; 2) operate well and as envisioned; and 3) achieve the desired effect(s).

Why is Program Monitoring important?
Program monitoring improves program effectiveness and organizational sustainability by:

• Motivating staff;
• Supporting efforts to secure funding; and
• Uncovering unanticipated problems and suggesting solutions or next steps.

What topics are covered in the Program Monitoring section?

Process Evaluation

Outcome Measurement

Program Design

Process Evaluation

Process Evaluation	Needs a lot of work (1)	Needs some work (2)	Needs a little work (3)	Meets Current Needs (4)
Best Practice: The organization has a system to measure whether activities are implemented as planned.
Basic Benchmarks
1. For each program, the organization tracks the number of clients served, the frequency of service to each client, and the number of clients completing the program or no longer in need of the services.
2. Basic information is collected about each client: General information (e.g., age, marital status, gender, ethnicity, and contact information). Program-related information (e.g., level of education, employment history, income, medical history).
3. The organization obtains consent from clients before collecting personal data.
4. Information about clients is kept confidential and secure.
5. The organization obtains client feedback about the program(s).
6. Program staff reflect on their efforts and results to assess whether activities and services were delivered according to plans. Staff suggest service modifications.
Enhancement Benchmarks
7. The organization uses a computerized system to track: Types and amounts of program services provided; Numbers of clients served by the program and the frequency of service to each client; and Demographic information about each client.
8. The organization assigns staff to monitor and track client information, client satisfaction, and staff assessments.

Tips and strategies for obtaining client feedback:
	Client feedback can be obtained from: Satisfaction questionnaire or surveys; and Interviews (with individuals or groups).
	Client feedback includes: client ratings about how long they had to wait for services; staff accessibility; courtesy, and attitude; overall satisfaction with services; and whether they would recommend the organization to others (and the reasons why they would or would not), and suggestions for improvements.

Outcome Measurement

Outcome Measurement	Needs a lot of work (1)	Needs some work (2)	Needs a little work (3)	Meets Current Needs (4)
Best Practice: The organization has a system to measure the results of its programs and services
Basic Benchmarks
1. Board and staff determine key outcomes (changes that are expected to occur as a result of the program). Outcomes measure the important results of each program.
2. Outcomes are demonstrated with numbers, data, and stories about how the program made a difference.
Enhancement Benchmarks
3. Outcomes are collected on an ongoing basis from a variety of sources such as the organization's records, client or customer surveys, focus groups or individual interviews.
4. Outcomes are tracked using a computerized system. For example, a computerized database or Excel spreadsheet tracks the percentage of clients who complete each stage of a program, participants’ scores on pre- and post- assessments, or data on longer-term changes (e.g., the percentage that complete high school or have jobs.)
5. The organization has a data collection plan that includes: tools and strategies for collecting data, the people responsible for data collection, collection frequency, and data storage procedures.
6. Long-term outcomes are tracked on a systematic basis. Comparative pre- and post-program information is tracked.
7. Outcome data are analyzed and presented to board, staff, and funders in written evaluation report(s). Reports are clear and easy to understand.
8. Evaluation results help make the case for continued and additional support.

Tips and strategies for measuring outcomes:
	If funds are available, outside emulators can assist with outcome measurement plans and analysis.
	Local graduate students may provide relatively inexpensive outcome measurement assistance.

Program Design

Program Design	Needs a lot of work (1)	Needs some work (2)	Needs a little work (3)	Meets Current Needs (4)
Best Practice: Programs are designed to further the mission and address clearly defined needs. Process and outcome data and analyses inform program modifications.
Basic Benchmarks
1. Staff and board members understand how each program relates to the organization's mission.
2. Program staff understand each program's specific goals and objectives.
3. Program goals clearly relate to client needs.
4. When possible, program strategies are based on research of successful programs with similar goals and circumstances.
5. Program design changes are informed by data about how programs were delivered, the amount of services requested and delivered and program results.
6. Program design changes are informed by staff observations and suggestions.
7. Program design changes are informed by client feedback.
8. Analyses suggesting the need for major changes are presented to the board. The board sets major new strategies and directions if needed.

Achievement of basic benchmarks is sufficient for this area; no enhancement benchmarks provided.

Congratulations! You have completed your assessment of the Program Monitoring capacity area. Use your responses to determine the most important capacity building priorities. Please review the "How to Use This Tool" section on page 4.

Table of Contents | Part II: Strategic Planning | Part IV: Community Linkages and Partnerships