Feedback from users provides evidence of satisfaction with services. Evaluation tools must measure important aspects of agency services and be tested for reliability and validity. While satisfaction is not the same thing as efficacy, it is also the case that any organization should assess how people feel about the interactions and how the organization’s climate comes across to those it seeks to help.
At RAINN, feedback from staff and volunteers is given at the end of their shift about their last session. Data is made available to administrators, staff, and collaborators as one basis for program development. This assessment approach communicates to staff and volunteers that their experiences and expertise are valued inputs that will help to determine the agency’s future evolution.
Supervisors monitor staff sessions and provide evaluation feedback on volunteer skills and difficulties. Supervisor insights can inform training or other intervention for individual staff/volunteers, as well as procedural changes for the overall organization.
Focus groups of staff and volunteers provide qualitative information about the effectiveness of training and services as well as suggestions for program improvement. This assessment technique may also help to capture trends that indicate changes in the population served, the challenges presented, or the intervention approaches that should be investigated.
The computer system collects data automatically, including the number of calls, time of calls, and length of sessions. These data are useful in assessing program growth and planning future resource needs.
What do the user surveys say about the age, gender, income, and other demographics of individuals who are accessing these services? What additional information might RAINN want to collect to determine the extent to which the entire population in need is able and willing to access assistance through this service delivery model? Thinking about social indicators of the social problem of sexual assault, what do we know about who is a victim of sexual assault and who may face barriers to service?
Using a dual assessment approach, think about how current policies may be contributing to the problems the target population faces, and policy changes that could make this service more available to those in need. What are the policy implications of dedicating scarce treatment dollars into a service that may not be fully accessible to all the groups who need the services? Conversely, how could policy changes increase people’s access to this and other needed resources? How could RAINN use its data to help make the case for increased policy attention to the problem of sexual assault?
Review the RAINN assessment strategy. How is the assessment approach similar to agencies that operate primarily in person? How do the assessment approaches need to differ?
Review the RAINN evaluation instruments. How easy are they to understand and answer? How comprehensive is the information? What other questions do you have about RAINN, as you proceed with your assessment? What data sources or evaluation approaches might provide those insights?
Review your understanding of qualitative and quantitative data. How is each approach used to enhance the assessment of RAINN? As you continue with your assessment, how can you layer these approaches to better understand RAINN and the population it serves?