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Case Study The Center for Grieving Children is an organization that is a refuge for young people who have suffered the loss of a parent, sibling, or grandparent. Located just off a busy street in Greater Portland, the cozily decorated center takes up an entire building, and is devoted entirely to helping kids, teens, and young adults work through grief. A satellite campus in York County, about an hour south, serves that surrounding community. The organization, one of the first of its kind in the country, recently marked its 25th anniversary and reports serving close to 70,000 people with a staff of about 10 full-time employees and about as many interns and volunteers. The center’s programs include bereavement peer support groups to help those recovering from loss work through their emotions together and a “Tender Loving Care” program for family members of those diagnosed with terminal illness. All services are completely free. The organization’s approach to program measurement has evolved over the past several years from an anecdotal model to a more data-focused one. Outcomes measurement is one of the main responsibilities of Susan Giambalvo, the center’s Director of Programs. With the help of a capacity-building grant from the Maine-based Unity Foundation, Susan recently presided over the successful transition of the Center for Grieving Children’s program legacy tracking database from a custom-built solution in Microsoft Access to Social Solution’s Efforts to Outcomes (ETO). The frustrations with the outdated custom solution were many, with the most critical issue being that the database was difficult to modify to track new or different data points, so the system had little relation to the center’s revamped logic models. Susan worked with the software’s vendors and a consultant to tailor the center’s implementation of ETO so that it helped track data points critical to the organization’s program evaluation strategy in a central location, such as demographics of the participants, membership and attendance, electronic case notes, outreach and training, and volunteer hours. She also worked closely with the development and administrative teams at the center to make sure that the database tracked information important to them, but staff hopes that this revamped data collection and evaluation tool will ease the process of annual reporting for funders and the board and more clearly demonstrate the quantitative effects that the Center for Grieving Children has on constituents. One recent success demonstrates the importance of external data in a program evaluation strategy. The center’s multicultural program works with Portland public schools to help young refugees deal with the trauma they’ve experienced. The school system provided grade, attendance, and behavior data about participants in the program, and the center’s analysis demonstrated a positive correlation of statistical significance between improved academic performance and participation in the program. In other words, the multicultural program helps kids, and the center now has the data to show it. However, it still faces challenges, even though it is an organization with a sophisticated program evaluation strategy. For its clinical survey instrument, the Center for Grieving Children uses the Developmental Assets Profile, which can be administered online. However, the center’s peer programs are mostly moderated by volunteers, who administer the survey information through paper forms that staff then enter into the database later, as there simply are not enough computers for all the volunteers. Although the center tracks attendance data and short-term client satisfaction, it is difficult for them to track long-term progress from people who have gone through the program. Some clients may not want to be reminded of such a painful period, and it is also a challenge to track down the young people served by the center into their adulthood. A more philosophical challenge arises as the center tries to measure the success of programs focused on something so personal and individualized as healing from grief, as well as to protect the minors they serve. The staff at the center generally steers clear of individual reporting and monitoring and look more at trends from the surveys collected to understand the experiences of certain age groups or other clusters of clients. When asked why the Center for Grieving Children conducts evaluation of its programs, Susan said it is because the organization is committed to delivering the best possible service to the families that visit. In this sense, the nonprofit’s program evaluation strategy is an unequivocal success: the data collected so far demonstrates that the children and families served by the center report greater resilience, positive identity, and self-worth while participating in its programs. what the following components tell you about the program’s effectiveness and how you could measure each one: Client population demographics Human services program impact Effectiveness of service delivery Satisfaction of program Client participation Client population demographics What types of qualitative and quantitative data would you need to gather? Provide two examples of each. What ways you could gather the data? What would the data tell us? based on the case scenario, would you consider the Center for Grieving Children an effective human services program? Provide examples from the data you would collect.

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