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Outcomes of advice: Citizens Advice activities
Over the last 12 months Citizens Advice engaged external consultants to conduct pilot projects with bureaux examining different approaches to recording and reporting outcomes. In light of the results from initial pilots and feedback from bureau, we have developed an Outcomes Toolkit and published this on our intranet.
The objective of this toolkit is to provide resources to bureaux to enable them to meet the many varying needs of outcome recording and reporting.
The toolkit provides in depth guidance on a wide range of outcome subject areas including:
- Basic outcome information: what are outcomes? Why are they important? How does the toolkit meet needs of funders?
- Reference materials: definitions, external research, pilot project summaries.
- Using CASE in outcome recording and reporting.
- Questionnaire templates and a spreadsheet for analysing results. Questionnaires explore clients’ problems, the help the bureau was able to give, the result, perceived outcomes and clients satisfaction). The outcomes captured will range from 'hard' outcomes (such as financial gain) to softer outcomes (e.g. reduced stress).
- A practical guidance section covering topics such as what style of approach to adopt, how to select sample client groups and how best to contact clients.
- A report template to enable a bureau to demonstrate its outputs and outcomes within the context of national statistics and wider research.
The toolkit material is currently being reviewed by 50 bureaux. It will then be piloted with 25 bureaux.
For further details, contact: Tamsin Lawson
020 7833 7037, Tamsin.lawson@citizensadvice.org.uk
Citizens Advice, 115-123 Pentonville Road, London, N1 9LZ
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