Performance and Outcome Evaluation: How to Measure a Smile on Client’s Face

Lenox Hill Neighborhood House (LHNH) is a settlement house founded in 1894 on the Upper East Side of Manhattan. It is dedicated to helping those who live, work or attend school on Manhattan’s East Side to improve the quality of their lives by helping them gain the skills to strengthen their lives and their community. LHNH fulfills this objective through the twenty-six programs offered within its five departments: Recreation and Fitness; Homeless Services; Older Adult Services; Youth and Family Services; and Community Services and Education. Lenox Hill’s asked the Capstone team to develop a single outcome evaluation model for the five departments. After extensive research the Capstone team determined that a Logic Model would best match LHNH’s broad evaluation needs. The logic model was customized for LHNH, using the following elements: Inputs, Activities, Outputs, Short-term Outcomes, Interim-Outcomes and Long-term Impacts. The Capstone team developed a pilot Logic Model and with Transitions – a program within the Homeless Services department. Worksheets were developed to guide the formulation of the Logic Model, indicators and measurement tools. An Implementation Plan was created that includes a ‘Train the Trainer’ curriculum. The Capstone team developed performance and outcome evaluation indicators for the Transitions team as a template and expect these to be replicated in other departments within LHNH.