Hello, my name is Evangeline Danseco and I work as a Performance Measurement Coach at the Ontario Centre of Excellence for Child and Youth Mental Health. I help community-based non-profit agencies develop a performance measurement framework for their organization.
In my recent work with community-based agencies, I encourage them to think about including both SMART indicators and WISE indicators in their performance measurement framework. Key performance indicators let an organization know how well it is progressing toward achieving the goals they set out. Indicators that are SMART are those that are Specific, Measurable, Achievable, Relevant and Timely. When indicators are framed the SMART way, there is greater clarity among staff when collecting and analyzing the data.
Sometimes, it is difficult to summarize our work with numbers using the SMART criteria. The stories and inspiring elements of the work do not surface enough and yet exert a tremendous influence on the organization’s development and culture. WISE indicators consider the Whole system, are Inspiring, consider the Story and the Synergy among indicators, and are Engaging. Considering the Whole system means that a holistic perspective of the organization’s mission is evident among the indicators, and that a systems approach or a theory of change is reflected among all of the indicators. Indicators can be inspiring and point to the things that the organization is improving upon, not only focus on errors or mandatory requirements. The Story and Synergy among the indicators provide an accurate picture of what is happening in the entire organization. Finally, Engaging indicators need to involve key stakeholders at every step of the process of defining, collecting and using the indicators. When identifying key performance indicators, make sure that the indicators can galvanize people into action. Try to have space for these WISE indicators that are important and complement other indicators that are measured in traditional ways.
Hot Tip: A scorecard is a useful way of summarizing key performance indicators that agencies want to monitor and improve upon. Domains in a scorecard typically include financial indicators, staff or human resource indicators, program effectiveness or impact, and indicators relating to the key stakeholders of the agency.
Rad Resource: Our recent report summarizes some of the domains and examples of child and youth mental health indicators measured at a system level such as state-wide or country level indicators. These indicators help different stakeholders such as policy-makers, researchers, families and clinicians understand how well a system is doing.
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