The debate between program-centric and client outcomes measurement is an old one. But now, technology created by human services software providers like Casebook is helping to narrow the divide and empower human services practitioners to provide improved client outcomes while meeting their organization's performance goals. Many human services professionals would agree that prevailing models of measuring outcomes are defective. Quantitative, program-centric metrics such as overheads, the number of clients reached, or the amount of money raised can't fully capture the impact of the work the organization does in the community. To be fair, most of these organizations have their hands tied. The measurement processes they use are mandated by funders and other stakeholders. However, tracking client outcomes can be a more useful way to measure performance and gain important feedback to help improve the program's real-world accomplishments. One of the biggest challenges that prevent client outcome tracking is its complexity and cost in terms of the time and resources it requires. Technology by human services software providers can help make outcome measurement easier by providing a versatile and customizable platform to record and track progress. Beyond Program Delivery: Why Tracking Client Outcomes Matters One of the biggest shortcomings of existing measurement models is that they overlook the actual work and complex activities human services workers do. Human services work is much more than delivering program objectives. For instance, it often requires extensive work in nurturing relationships with program participants, long-term follow-up, and collaboration with other nonprofits and government agencies to bring about lasting change in the lives of participants. Finding a way to measure this work can help human services professionals inform and support long-term strategies. Programs that deliver services effectively and efficiently are more likely to receive funding from private, government, and public sources. Rather than seek accountability (or avoid blame), you get to focus more on improving the program and achieving outcomes that are relevant to program participants and the community. 1. Client Outcomes Are a Better Measure of Staff Performance Staff at all levels of the organization make intuitive decisions based on changing client circumstances and situations. The highly dynamic nature of human services work means that it's all but impossible to standardize work performance to a specific set of measures. For example, social workers spend a lot of time developing relationships with participants that allow them to tailor program services to satisfy unique needs. A lot of the time, they need to engage other organizations that offer services that are beyond the scope of their work. All this work helps to improve client outcomes, but won't be captured in program-centric measures of performance. Tracking client outcomes provides a broader lens through which to measure the performance and success of each worker. In particular, it can help non-profits attract and retain competent staff, which has a direct impact on improving performance.