7.
What are some of the paradoxes and dilemmas in practice? How do
we respond?
In practice there are numerous paradoxes and dilemmas in measuring
outcomes in family support. So many, in fact, that we may be tempted
to do nothing.
Some of the paradoxes and dilemmas are:
Outcomes
1. The outcomes to be achieved
may not be known in advance.
Often clarity about the outcomes to be achieved only emerges during
the course of service delivery. This means that we may not have
taken the right measurements at the beginning of the service process
to know whether there has been any change during the course of service
delivery.
2. The outcomes to be achieved
may be difficult to precisely define
In family support many of the outcomes are inherently difficult
to precisely define and so they are also inherently difficult to
measure, for example: good parenting, self esteem, agency, friendship
networks, family networks and reduced risk of child abuse are all
difficult to precisely define and measure.
3. The specific outcomes we are
wanting to achieve may differ depending on the values we hold.
Where there is not consensus among all stakeholders about the values
underpinning the service provision there will not be agreement on
the specific outcomes we are looking for. For example, we may all
agree that good parenting is an outcome to be achieved. But there
are many views of good parenting based on different values. These
different values can lead to different judgments about the specific
outcomes to be achieved.
4. People involved with the service
processes may have different views about what outcomes have been
achieved and the extent to which they have been achieved.
If we ask the family worker, the client and another family member
about the outcomes achieved they may say quite different things.
It is not uncommon for a client to say that a lot has been achieved
and the worker to be concerned at the lack of real progress and
a family member to have an alternative view.
The nature of the service
process - from a client viewpoint
5. There are different views of
who the client is.
The client could be:
an adult
family member
the child
the immediate family
the extended family.
This means
that when we are talking outcomes for clients we can be talking
about very different outcomes. And the data to be collected to measure
outcomes can be very different depending on how the client is identified.
6. The steps in the service process
can differ from one service to another.
There are often differences between services about the nature of
the service process. This means it is often difficult for several
services to use the same tools. For example one service may use
an assessment process where the worker and the client need to agree
on what is written on the assessment form. Another service provider
may use a separate form for each of the client and the worker.
7. People in the service processes
may want different things.
For example the client may want to separate from her partner. The
partner may want to remain together with the client. The children
may want something different.
8. People in the processes make
choices about their commitment and participation
People may not want to continue to be involved with the service
process. How is a client withdrawing to be interpreted? It could
be viewed as inappropriate service delivery because it could be
seen that the service has failed to keep the client engaged; or
it could be viewed as the client exercising their free choice.
These different views lead to different descriptions of outcomes
achieved.
9. People in the service process
are part of families, friends, neighbourhoods, work teams, communities
This means that it is difficult to show cause and effect relationships
because the service is not the only cause at work in the life of
the client. If the client is achieving outcomes is this because
of the service? Because of support from family members? Support
from neighbours? How could we know what the service’s contribution
is?
10. Services are provided short
term. We are hoping for long term outcomes.
This means that the clients may need to have left the service for
many years before we can know whether or not the service has had
a real positive impact. But we have to make the decisions about
service delivery now.
Extensive longitudinal research can help with this issue, but never
solve it because society is changing, and so our knowledge about
society is always, to some extent, out of date.
The nature of the service
process - from a service viewpoint
11. The family support service
is part of a service network.
This means that it is difficult to show cause and effect relationships
between what this service has done and the outcomes achieved because
the outcomes may have been achieved through the service provision
of the entire network.
12. Service staff are often focused on individual clients and do
not have the time or expertise to build a picture of all their clients
as a group
Most family support staff are trained to work with clients. Their
work is client focused and the day to day demands are client focused.
Their day to day work is interrupted with client demands.
These realities often make it difficult for agencies to build pictures
of their clients as a group because this task requires different
skills (research and data analysis) and different time pressures
(eg staff being able to work for longer periods uninterrupted).
Measurement
13. There are different approaches
to how to measure outcomes.
For example will we measure outcomes according to:
An agreed
behavioural standard (eg. this is a skill required by all parents)
The relative change in the client (and their situation) (eg. the
client's housing situation has improved in...)
What we had intended to achieve (eg. we achieved what we said
we would).
These approach
lead to the development of different kinds of tools, for example:
Standardised
assessment tools (which can show us how the clients’s responses
compare with the population at large)
Non - standardised questionnaires (which can show us relative
change in this client - but not comparisons with the population
at large)
Goal attainment scaling (which can show us the extent to which
we achieved the goals we set out to achieve, but not measure the
unintended consequences).
In addition,
each of these three approaches to measuring outcomes can be developed
using different methods of measuring, eg, independent observation
and judgment, subjective observation and judgment or subjective
judgement.
These various approaches lead to the development of very different
tools.
Mixing good service delivery and good measurement
14. There are conflicting demands
between good service delivery practice and good measurement and
data collection practice.
For example in family support the service process typically starts
with building rapport and works from a basis of building on strengths.
To present a long detailed questionnaire to the client at the beginning
of the service process may be intrusive and so reduce rapport; if
it is comprehensive it is likely to highlight deficits as well as
strengths and the client may feel they have less strengths to build
on than they had previously felt.
15. There are conflicting demands
between resource use for direct services and resource use for measurement
and data collection.
For example should a service use staff time in doing detailed data
collection and analysis when the time could alternatively be spent
on direct service delivery.
16. There are conflicting demands
between client confidentiality and data collection
Clients have a right to confidentiality and services should not
provide information about clients to other services without their
permission. However, because clients use a variety of services and
services are part of service networks data is ideally needed about
all the services a client uses.
Ideally what is required is client focused databases that can gather
data on all services provided, rather than service focused databases.
However services would typically see it an invasion of client privacy
if they asked their client for permission to contact all the other
service providers for relevant service provision data, especially
if all services asked every client. But to paint a picture of what
services are doing with the client would require all this data.
17. Family support services work with clients in many languages.
Measurement tools are often only produced in one or two languages.
This means that the tools may not be available in the language needed.
Tools are also often culturally biased. Tools and documentation
are often only available in English because of the costs associated
with doing translations and assessing cultural bias.
18. Family support services work
with clients with low literacy levels, physical and intellectual
disabilities and mental health issues. Many measurement tools are
often not suited for use with these people
This means that the client may not be able to compete a questionnaire
at all or without support. Providing support may be a conflict of
interest if the support is provided by a family worker. For example
the tool may be asking the client to give views on the family worker’s
work.
Providing independent support may cost too much. For example, employing
an independent person to work with the client to complete the tool
or survey.
The
nature of being human
19.
There are characteristics of being human that mean that we don't
always know that we think we know.
For example:
- We interpret
ambiguous information in ways that fit our preconceptions.
- We are more
critical of information that contradicts what we already believe
than we are of information that supports our existing beliefs
- We don't
always tell the truth
- We tend
to see what we do in a positive light
- We are social
beings and can create groups or sub-cultures such that everyone
in the group reinforces each others views
- We can create
self-fulfilling prophesies.
Paradoxes
and dilemmas and the four key steps
What do these paradoxes and dilemmas mean for our four key steps
in measuring outcomes
A. We may not agree on the specific outcomes to be achieved.
B. It is difficult to develop valid and reliable measurement tools
for these outcomes.
C. Using the tools to measure change in clients over time may conflict
with direct service practice.
D. Showing a cause and effect connection between the service provision
and the outcomes is exceedingly difficult.
How do we respond?
Our attitudes
These paradoxes and dilemmas create enormous difficulties in measuring
outcomes in family support. We must chose between two responses:
- The difficulties
are insurmountable. There is no point in measuring outcomes in
family support. We would be wasting our time - lets keep our energies
for direct service.
- The difficulties
are many and the results will be imperfect but we do need to do
something to deal with the potential self-delusion - thinking
we are doing a good job when we are not. The same reasons that
make measuring outcomes so difficult also create room for self-delusion.
We want to minimize the room for self-delusion and so we take
what steps we can.
Our
practice
If our attitude is one of: there are difficulties but we need to
do something to minimise the potential self-delusion there is a
role for each of:
- Clients
and their families
- Family workers
- Family Support
Services
- Peak organisations
such as NSW Family Services
- Government
- Other organisations
and agencies.
It is only when
all parts of the human service system are working together that
we will be able to make a reasonable attempt at measuring outcomes
in family support. It is not just an issue for individual workers
or services.
It will require resources.
It will
require we understand the nature of the human service and community
development processes and the inherent paradoxes and dilemmas.
It will have an impact on how each of us works.
|