ROUGH DRAFT 9-14-11, Outcome Measures for Centers for Independent Living – 
An IL NET Resource Presented by ILRU

>> Bob Michaels: OKAY, WE'RE
BACK ONLINE HERE.
BEFORE WE GET STARTED HERE
AGAIN, DID YOU THINK DAISY,
MICHELLE AND APRIL GOOD APPLAUSE
FOR THEIR WORK LAST TIME?
[APPLAUSE]
>> Bob Michaels: I'D LIKE TO SAY
I TAKE CREDIT FOR DOING THINGS,
I'D LOVE TO TAKE CREDIT FOR
HIRING APRIL BUT, AHHH, THEY
HIRED HER AFTER I WAS GONE.
>> April Reed: YOU CAN TAKE 
CREDIT FOR STARTING MY PROGRAM.                                     147
>> Bob Michaels: YEAH.
SO HERE WE ARE.
WE'VE GOT -- WE HAVE NOW GONE
THROUGH A COMPLETE FIELD TEST.
REMEMBER, WHEN DO YOU THAT FIELD
TEST, YOU HAVE TO DO A FIELD
TEST.
IF YOU HAVE NEW INDICATORS OR IF
THEY HAVE ANYTHING TO DO WITH
PEOPLE OR NOT, YOU WANT TO DO A
FIELD TEST.
YOU WANT TO CHECK OUT AND TRY
OUT THOSE THINGS, SEE HOW THINGS
WORK.
NOW THAT WE'VE COMPLETED THE
FIELD TEST, YOU HEARD WHAT THREE
OF THE PEOPLE INVOLVED HAD TO
SAY ABOUT IT.
WE'RE NOW GOING GIVE YOU
FEEDBACK WE GOT FROM 28 PEOPLE.
AS I SAID, WITH USEDDED FEEDBACK
ON QUESTIONNAIRES, ON SURVEYS,
AND THE OTHERS CALLED.
WE SAT DOWN WITH THEM AND GOT
FEEDBACK FROM THEM.
THIS IS WHAT THEY SAID.
OKAY.
WHAT DID THE CILs THINK OF THE
FIELD TEST?
ABOUT INTERVIEWING CONSUMERS:
WELL, 61% SAID IT WAS EASY OR
VERY EASY TO DRAW A RANDOM
SAMPLE OF CONSUMERS.
67% SAID IT WAS EASY OR VERY
EASY TO ASK CONSUMERS THE
QUESTIONS.
52% NEED TO DO CALL 50 OR MORE
CONSUMERS IN ORDER TO INTERVIEW
25.
SO HALF THE PEOPLE SAID THEY HAD
TO CALL OVER 50 PEOPLE IN ORDER
TO GET 25.
63% SAID IT WAS EASY OR VERY
EASY TO DO A RANDOM SAMPLE.
70% SAID IT WAS EASY OR VERY
EASY TO ASK I&R CALLERS THE
QUESTIONS.
AND 63% NEED TO DO CALL 50 OR
MORE I&R CALLERS IN ORDER TO


INTERVIEW 25.                                                       148
SO 52% NEED TO DO CALL 50 FOR
THE CONSUMERS.
BUT WHEN YOU GOT TO THE I&R
CALLERS, IT WENT UP TO 63%.
THERE'S YOUR TIME BETWEEN THE
I&R CALLER HAD CALLED IN, AND
WHEN THE CIL CALLED THEM WAS
SEVEN MONTHS.
THE CEILING THERE ABOUT 25, 47
-- YOU KNOW, OVER 60% OF PEOPLE
CALLED BETWEEN 150 AND 300 DAYS.
BETWEEN 150 AND 300 DAYS SINCE
THEY HAD TALKED TO PEOPLE.
THIS IS AN ISSUE THAT YOU'VE GOT
TO DEAL WITH.
>> Mike Hendricks: BOB, IF I
COULD ADD TO THAT, I COULDN'T
AGREE MORE.
I THINK THAT'S UNACCEPTABLE.
WE'VE GOT TO FIND SOMETHING
BETTER THAN THIS.
WAITING SEVEN MONTHS TO CALL
BACK ONE PERSON WHO CALLED US
JUST ONCE, THAT'S NOT GOING TO
GET US THE OUTCOMES WE WANT.
WE ORIGINALLY TALKED ABOUT MAYBE
HAVING SOMETHING LIKE YOU CALL
THEM A MONTH AFTER THEY CALL.
WE WERE JUST TOO CONCERNED ABOUT
HOW MUCH THAT WAS GOING PUT A
PURCHASED ON THE STAFF.
METHOD LANGUAGECALLY, I'M REALLY
UNHAPPY ABOUT THE SEVEN MONTHS.
>> Bob Michaels: OKAY.
MOVING ON, WHAT DID YOU THINK OF
THE FIELD TEST?
ABOUT GATHERING CIL OUTCOME
DATA:  96% COULD REPORT THE
NUMBER OF PEOPLE THAT MOVED OUT
OF AN INSTITUTION.
93% COULD REPORT THE NUMBER OF
ACTIVITIES TO IDENTIFY BARRIERS.
74% COULD REPORT THE NUMBER OF
AT-RISK THAT WERE KEPT IN THE
COMMUNITY.
67% COULD REPORT THE NUMBER OF
SYSTEMS CHANGES.
63% COULD REPORT ABOUT THE
ADVOCACY WORK PLAN.


78% 10 TOOK 10 HOURS OR THROWS                                      149
GATHER THE CIL INFORMATION.
OKAY.
UNDERSTAND THE DATA?
ANY QUESTIONS ABOUT IT?
OKAY.
WHAT DID THE CILs THINK ABOUT
OTHER ASPECTS OF THE TEST?
WELL, 93% TOOK 10 HOURS OR LESS
TO ENTER ALL THE DATA FROM ALL
SOURCES, INTO SURVEY MONKEY.
SO THAT WAS THE REALLY GOOD
PART.
THAT WAS A GRATIFYING PART FOR
US, USING THE SURVEY MONKEY WAS
A GOOD IDEA.
IT WAS EASY FOR PEOPLE TO PUT
THE INFORMATION IN AND IT DIDN'T
TAKE A LONG TIME.
TRAINING AND T.A. VARIED IN ITS
HELPFULNESS.
TRAINING MANUAL 75% SAID IT WAS
HELPFUL OR VERY HELPFUL.
THE TRAINING PHONE CALLS THAT WE
HAD, 68% SAID IT WAS HELPFUL OR
VERY HELPFUL.
ONGOING PHONE CALLS, WE HAD ONE
EVERY MONTH, WE HAD A PHONE CALL
OR EVERY TWO WEEKS WE HAD A
PHONE CALL EARLY ON DUE TO A LOT
OF PEOPLE JUST HAVING QUESTIONS,
TO ASK THEM.
BUT ONLY 36% THOUGHT THAT WAS
VIABLE.
HAVING THE ONGOING LISTSERV FOR
PEOPLE TO ASK QUESTIONS, ON 32%
THOUGHT IT WAS HELPFUL.
SO WHAT DID THE CENTERS THINK OF
THE FIELD TEST OVERALL?
74% THOUGHT IT WAS VALUABLE OR
VERY VALUABLE TO THEIR CENTER.
61% WERE CONFIDENT OR VERY
CONFIDENT OF THE ACCURACY OF THE
INFORMATION, DATA.
58% SAID IT WAS EASY OR VERY
EASY TO DO THE REQUIRED WORK.
AND 39% SAID IT WAS TOO MUCH OR
FAR TOO MUCH TIME TAKEN.
THEY COULDN'T THINK OF ANYTHING
THEY WANTED TO DO TO GET RID OF


IT, TO MAKE THE BETTER.                                             150
WELL, MIKE?
>> Mike Hendricks: SO BOB WAS
JUST GIVING YOU THE RESULTS OF A
SURVEY WE GAVE TO THE 28 CILs.
ANY QUESTIONS OR COMMENTS ABOUT
IT?
WE'RE ABOUT TO TURN TO ANOTHER
TOPIC.
OKAY.
SO THAT'S WHAT THEY THOUGHT OF
THE CIL -- WHAT THEY THOUGHT OF
THE FIELD TEST.
NOW BOB AND I REMEMBER THINKING
--
>> Bob Michaels: I'LL SWAP YOU.
>> Mike Hendricks: WE'LL TRADE.
BOB AND I WERE THINKING WE OUGHT
TO GIVE YOU OUR BEST ADVICE ON
HOW TO START OFF IF WE WERE YOU.
OKAY.
WE DON'T HAVE EXACT ANSWERS HOW
TO DO IT, YOUR CIL IS YOUR CIL,
IT'S DIFFERENT AND YOUR
SITUATION, AND YOU'VE GOT TO
FIGURE IT ALL OUT.
BUT WE'VE LEARNED SOME GENERIC
THINGS.
SEE IF THEY ARE HELPFUL TO YOU.
THESE ARE ONES I MADE UP FROM
SOME EXPERIENCE OVER THE YEAR.
I THINK IF YOU FOLLOWED THESE
FIVE STEPS IT MIGHT BE AT LEAST
A ROUGH ROAD MAP FOR YOU TO
THINK B. LET'S JUST SHARE THEM
WITH YOU.
FIRST IS TO CREATE A VISION OF
HOW OUTCOMES MANAGEMENT WILL
OPERATE.
WE'LL TALK MORE ABOUT EACH OF
THESE.
GET KEY COMMITMENTS WITHIN YOUR
CIL.
INVENTORY THE HUMAN RESOURCES
AVAILABLE.
START SMALL, GO SLOW.
AND EMBED OUTCOMES INTO YOUR
CIL'S OPERATIONS.
SO LET'S TAKE EACH OF THOSE AT A
TIME.


FIRST OF ALL, CREATIVE A VISION.                                    151
THE PROBLEM HERE, MOST PEOPLE
YOU TALK TO WILL NOT UNDERSTAND
WHAT YOU'RE TALKING ABOUT.
OKAY?
YOU SAY, WE WANT TO USE OUTCOMES
MANAGEMENT TO MAKE OURSELVES
BETTER AND TO TELL OUR STORY.
THEY WILL NOT KNOW WHAT YOU'RE
TALKING ABOUT.
THEY MIGHT NOD THEIR HEAD AND
PRETEND THEY KNOW WHAT YOU'RE
TALKING ABOUT, BUT THEY WON'T,
I'LL BET YOU ANYTHING.
YOU'VE GOT TO CREATE -- LET ME
REPHRASE THAT.
YOU MIGHT THINK ABOUT CREATING A
PRODUCT TO SELL BOTH INSIDE AND
OUTSIDE YOUR CIL.
AND I DON'T KNOW THE BEST WAY
FOR YOU TO DO IT.
BUT FIGURE OUT HOW YOU'RE GOING
TO DESCRIBE WHAT THIS IS.
IS IT AN ANECDOTE?
I LIKE THE ONE I TOLD YOU
EARLIER ON, THE TRUE ONE ABOUT
SAMARITAN MINISTRY IN
WASHINGTON, D.C. WHERE THEY WERE
REPLACING THE MEN, AND AS SOON
AS THEY LEARNED ALL OF THEM WERE
BEING FIRED, I LIKED THAT
ANECDOTE.
THAT HELPED ME CREATE THE VISION
OF WHAT IT IS WE'RE TALKING
ABOUT.
BUT YOU HAVE TO DO THAT
YOURSELF.
I DO THINK HAVING A PRODUCT TO
SELL IS A USEFUL THIS I THINK TO
DO.
FOCUS ON THE TANGIBLE BENEFIT
WAS DOING IT.
WHAT IS IN THIS FOR US?
WHAT'S IN IT FOR US?
THAT'S GOING MOTIVATE PEOPLE TO
GET BEHIND IT.
BUT ALSO, DESCRIBE THE
OPERATIONS, HOW'S IT GOING TO
WORK?
IT IS GOING TO TAKE SOME STAFF


TIME.                                                               152
SOME PEOPLE ARE GOING TO HAVE TO
DO THIS.
JUST BE HONEST ABOUT THAT.
AND ALSO BE HONEST ABOUT THE
CHALLENGES BECAUSE IT'S NOT
GOING TO BE PERFECT AND IT IS
GOING TO TAKE SOME TIME.
I THINK IF YOU DO THESE THINGS
THEN YOU'VE DONE THIS STEP 1 OF
CREATING A VISION.
THEN GET KEY COMMITMENTS.
I READ THE LITERATURE IN THIS
FIELD AND THERE IS BELIEVE IT OR
NOT, SAD TO SAY, THIS IS ACTUAL
LITERATURE IN THIS FIELD.
WHAT THEY SAY, THE ABSOLUTELY
THING THAT DETERMINES WHETHER OR
NOT AN OUTCOMES MANAGEMENT
SYSTEM WILL SUCCEED OR FAIL IS
SUPPORT FROM TOP OFFICIALS.
NOT SURPRISING, RIGHT?
BUT TOO OFTEN NOT DONE.
TOO OFTEN NOT DONE.
IT'S THE NUMBER ONE ESSENTIAL
INGREDIENT FOR LONG-TERM SUCCESS
IS SUPPORT FROM TOP OFFICIALS.
THE HEAD OF YOUR CIL, THE
EXECUTIVE DIRECTOR OF YOUR CIL,
AND I WOULD SAY EVEN LIKE ON THE
BOARD AT LEAST IN PRINCIPLE, THE
HEAD OF YOUR BOARD HAS GOT TO BE
BEHIND THIS OR YOU'RE PROBABLY
IN TROUBLE FROM THE VERY
BEGINNING.
YOU'VE GOT TO GET SUPPORT FROM
TOP OFFICIALS, RIGHT AWAY.
AND NOT JUST SIGN OFF, OKAY FOR
YOU TO GO DO THIS.
I MEAN ACTIVE SUPPORT, ACTUALLY
SITTING IN ON MEETINGS AND
COMING AND TALKING AND TALKING
ABOUT THE PUBLIC AND ACTUALLY
BEING OUT THERE, SAYING YES, I
ACTUALLY SUPPORT IT.
BUT IN ADDITION TO THAT, IT
SEEMS TO BE VERY, VERY HELPFUL
IF ONE PERSON, ONE RESPECTED
PERSON IS APPOINTED AS THE O.M.
COORDINATOR.


NOT THE PERSON WHO'S GOING DO IT                                    153
ALL, BECAUSE THIS IS A PROCESS
THAT HAS TO PERMEATE THE WHOLE
CIL.
IT HAS TO BE BASICALLY A CULTURE
CHANGE.
ONE OF OUR PANELISTS CALLED
EIGHT CULTURE CHANGE.
IT'S PROBABLY ALL OF OUR JOB.
THE BUCK HAS TO STOP SOMEWHERE.
THAT'S YOUR O.M. COORDINATOR.
WITH THE TIME AND RESOURCES TO
DO THE JOB.
THAT'LL GET YOUR KEY
COMMITMENTS.
YOUR TOP OFFICIAL, YOUR BOARD,
YOUR O.M. COORDINATOR.
>> THIRD STEP I WOULD SAY IS
HAVE THAT O.M. COORDINATOR LOOK
AROUND AND SEE, WHO ELSE CAN I
PULL FROM?
THAT'S INVENTORY HUMAN
RESOURCES.
FIRST OF ALL, IDENTIFYING
EXPERTISE INSIDE YOUR AGENCY.
IT MIGHT SURPRISE YOU.
FOR INSTANCE, WHO CAN SPEAK
SPANISH THAT WE DIDN'T REALIZE
COULD?
YOU KNOW, WHO'S REALLY GOOD AT
INTERVIEWING PEOPLE?
WHO CAN DEVELOP REALLY GOOD
RAPPORT?
ONE OF OUR PANELISTS SAID THAT
SHE WAS GOOD AT ONE THING AND
OTHER PEOPLE WERE GOOD AT OTHER
THINGS.
DIFFERENT PEOPLE HAVE DIFFERENT
SKILLS.
WHO'S THE EXPERTISE WITHIN OUR
AGENCY?
IT REALLY MIGHT SURPRISE YOU.
BUT ALSO, IDENTIFY EXPERTISE
OUTSIDE YOUR AGENCY.
VOLUNTEERS.
SOMETIMES THERE ARE A LOT OF
RETIRED UNIVERSITY PEOPLE IN
SOME COMMUNITIES THAT ARE REALLY
-- LIKE MAYBE THEY ARE A STAT
EXPERT OR THEY CAN HELP YOU WITH


SAMPLING OR WHO KNOW WHAT IS                                        154
THEY ARE.
BUT THEY WILL LOVE TO DO A
LITTLE CONTRIBUTION.
JUST FIND OUT WHO'S OUT THERE.
TO THE VOLUNTEER IS THE LOCAL
EXPERT.
WHAT'S THE EXPERTISE OUTSIDE
YOUR AGENCY?
THEN THIS SEEMS TO BE IMPORTANT,
IS TO ACTUALLY WRITE THAT DOWN.
CREATE A LITTLE DIRECTORY OF
RESOURCE PERSONS.
WHO CAN DO WHAT?
KIND OF SYSTEM EYESIZES THE
WHOLE THING.
>> HERE'S ONE I SEE VIOLATED ALL
THE TIME.
ONE OF THE BIG MISTAKES IS
BITING OFF MORE THAN YOU CAN
CHEW.
PEOPLE SAY, OH, MY GOSH, LET'S
MEASURE 30 THINGS.
WITHIN SIX MONTHS THEY ARE
SWAMPED AND FRUSTRATED AND
EVERYBODY'S MAD AT EVERYBODY AND
IT'S JUST A DISASTER.
I WROTE THERE MANY O.M. EFFORTS
COLLAPSE UNDER THEIR OWN WEIGHT.
THEY REALLY DO.
PLEASE DON'T MAKE THAT MISTAKE.
TAW TWO- TO THREE-YEAR
PERSPECTIVE.
BOB SAYS FIVE THAT WE'VE BEEN
WORKING ON THIS.
INVOLVE EVERYBODY IN THE INITIAL
PLANNING AND START WITH JUST A
FEW INDICATORS.
YOU CAN ALWAYS ADD MORE.
YOU KNOW, YOU CAN ALWAYS ADD
MORE.
BUT IF YOU'RE BURIED UNDER THE
WEIGHT OF TOO MANY, THEN IT'S
NOT SO EASY.
SO START OUT -- AND ALWAYS BE
READY TO LEARN AND IMPROVE.
SO THAT'S THE FOURTH STEP, START
SMALL, GO SLOW.
I REALLY URGE THAT ON YOU.
THEN THE FIFTH ONE IS, EMBED


OUTCOMES INTO YOUR CILs                                             155
OPERATIONS.
WHAT DO I MEAN BY EMBED OUTCOMES
INTO YOUR CIL'S OPERATION?
I BASICALLY MEAN EVERYTHING.
USE EVERY OPTION YOU CAN TO
PERMEATE YOUR CIL WITH THIS
NOTION OF OUTCOMES.
USE OUTCOMES LANGUAGE IN KEY
DOCUMENTS.
DON'T TALK ABOUT HOW MANY PEOPLE
WE SERVED LAST YEAR.
OR IF YOU DO, CERTAINLY START TO
TALK ABOUT HOW THEY HAVE CHANGED
OR BENEFITED.
USE OUTCOME LANGUAGE IN ALL OF
YOUR KEY DOCUMENTS.
ORIENT, TRAIN TECHNICAL
ASSISTANTS FOR ALL STAFF, NOT
JUST THE ONE DIRECTLY INVOLVED
IN COLLECTING INFORMATION BUT
EVERYBODY, SO EVERYBODY
UNDERSTANDS WHAT IT'S ALL ABOUT.
REWARD STAFF FOR FOCUSING ON
OUTCOMES.
THAT'S DIFFERENT FROM ACHIEVING
OUTCOMES.
IT SOMETIMES MAY BE OUT OF YOUR
CONTROL.
BUT JUST FOCUSING ON OUTCOMES
OUGHT TO BE REWARDED JUST BY
ITSELF.
HAVE REGULAR, HOW ARE WE DOING
MEETINGS.
JUST, HOW ARE WE DOING, ON THE
VARIOUS OUTCOMES.
KEEP IT VISIBLE ON PEOPLE'S
PLATES, SOMETHING YOU TALK
ABOUT.
I HAVE SEEN SOME REALLY, REALLY
CLOUD COVER EXTENSIVE ABOUT
THIS.
DISPLAY OUTCOMES AROUND
THE-OF-OFFICE.
I'VE SEEN GRAPHING ON THE WALLS.
I'VE SEEN SCREEN SAFERS ON THE
COMPUTERS IN OFFICES WHERE IT
ROTATES AROUND A DIFFERENT
GRAPH FOR A DIFFERENT INDICATOR,
SO THAT THEY ARE SORT OF ALWAYS


RIGHT IN FRONT OF EVERYBODY.                                        156
I THINK THAT'S BRILLIANT, JUST
WONDERFUL.
IT'S BASICALLY SAYING, HOW ARE
WE DOING?
IT'S RIGHT IN FRONT OF YOU ALL
THE TIME.
DISPLAY THOSE OUTCOMES AROUND
THE OFFICE.
MAKE SURE YOU HAVE AN OUTCOME
SECTION IN YOUR ANNUAL REPORT?
HAVE IT VISIBLE, TOO, VERY UP
FRONT AND CENTER.
AND YOU CAN PROBABLY THINK OF
MORE THINGS.
BUT JUST EMBED IT INTO EVERY
ASPECT OF YOUR CIL THAT YOU
POSSIBLY CAN.
ANY QUESTIONS ABOUT ANY OF THESE
FIVE STEPS?
ANY THOUGHTS ABOUT THEM AT ALL?
I THINK THE ONLINE SYSTEM IS
DOWN UNFORTUNATELY RIGHT NOW.
HERE'S WHAT WE WANT YOU TO DO.
>> Audience Member: IT'S UP.
CAROL, THERE ARE ANY?
 -- NO, IT'S NOT.
HERE'S WHAT WE WANT YOU TO DO.
>> Mike Hendricks: RICHARD?
[INAUDIBLE]
>> Audience Member: THE ONLINE
SYSTEM IS BROADCASTING BUT THERE
SEEMS TO BE SOME PROBLEM WITH
INTERNET CONNECT ACTIVITY WITHIN
THE ROOM THAT DOESN'T HAVE
ANYTHING TO DO WITH WHAT'S GOING
ON IN THE BACK.
SOME OF US ARE GETTING THE
STREAM IN THE ROOM AND SOUNDS
LIKE SOME OF YOU ARE NOT.
WE'RE WORKING ON THAT PART OF
THIS, TOO.
WE APOLOGIZE.
>> Mike Hendricks: THANKS FOR
THAT.
THOSE OF YOU GETTING THE STREAM,
ARE YOU ABLE TO SEE IF THERE ARE
ANY COMMENTS FROM ONLINE
COLLEAGUES?
CAROL WOULD BE THAT BUT HER


COMPUTER'S OUT OF COMMISSION AT                                     157
THE MOMENT.
HERE'S WHAT WE'D LIKE YOU TO DO.
YOU MAY THINK IT'S TOO EARLY.
WE THINK IT'S NOT.
AT YOUR TABLE TALK ABOUT THE
FIRST TWO CONCRETE SPECIFIC
THINGS YOU CAN DO BACK AT YOUR
CIL, TO BEGIN FOCUSING MORE ON
OUTCOMES.
I'M GOING TO IN A FEW MINUTES,
AFTER YOU'VE HAD A CHANCE TO DO
THAT, I'M GOING TO GET THAT FLIP
CHART AND TRY TO CAPTURE A BUNCH
OF THEM AND WE'LL SEE IF WE
CAN'T SHARE THEM WITH ALL OF
YOU.
IT'S PROBABLY GOING TO BE A GOOD
LIST OF FIRST THINGS WE MIGHT BE
ABLE TO START DOING.
WE WILL GET THIS BACK FROM YOU.
AT YOUR TABLES, THE FIRST TWO
CONCRETE, SPECIFIC -- I DON'T
HOUSECLEAN SOMETHING AS VAGUE AS
MAKE SURE EVERYBODY IS ON BOARD.
THAT'S NOT CONCRETE OR SPECIFIC
ENOUGH.
I WANT TO KNOW EXACTLY WHAT
YOU'RE GOING TO DO WHEN YOU GET
BACK THERE.
START TALKING ABOUT THAT.
>> Mike Hendricks: TWO MORE
MINUTES AND THEN WE WILL START
POOLING OUR CREATIVE IDEAS.
>> Mike Hendricks: OKAY, LET'S
POOL OUR CREATIVE WISDOM HERE.
HOPEFULLY YOU HAD A GOOD
DISCUSSION ABOUT WHAT'S BEST TO
DO WHEN YOU GO BACK HOME?
SO HERE'S WHAT I'M GOING TO DO.
I'M GOING START AROUND THE ROOM
WITH TABLES.
I WANT TO YOU GIVE ME ONE IDEA.
THEN WE'LL GO AROUND AGAIN AND
THAT SHOULD GIVE US TWO IDEAS
AND THEN WE'LL SEE IF WE HAVE
ANY OTHER IDEAS THAT TABLES HAD.
>> THESE ARE SPECIFIC, CONCRETE
THINGS YOU CAN DO WHEN YOU GO
BACK TO YOUR CIL TO BEGIN


FOCUSING MORE ON OUTCOMES.                                          158
THAT'S A PRETTY GENERAL TASK,
RIGHT HERE, WHAT ARE YOU GOING
TO DO?
>> Audience Member: INDIANA.
IT REQUIRES AN ANNUAL PLAN, AND
OUR FIRST THOUGHTS IS TO DRAFT
AN ANNUAL PLAN.
IT'S GOING TO BE A TRAINING TOOL
THAT WILL ENCOMPASS OUTCOME
MANAGEMENT AND CHANGE OUR
PHILOSOPHY WITH THE PLAN WE HAVE
NOW TO WHERE WE'LL USE OUR
ANNUAL PLAN AS TRAINING TOOL.
THE STAFF SIGNS OFF ON IT FIRST
YEAR, AND THEN THE BOARD OF
DIRECTORS WILL SIGN OFF ALSO.
>> YOU WILL DRAFT A NEW ANNUAL
PLAN A MORE OUTCOMES-FOCUSED
ANNUAL PLAN?
>> Audience Member: RIGHT.
>> Mike Hendricks: NEXT TABLE,
BEHIND YOU.
YOU FOLKS?
ONE OF YOUR GOOD THINGS YOU'RE
GOING TO DO WHEN YOU GET BACK.
TABLES, FIGURE OUT WHO'S GOING
TO BE YOUR SPEAKER AND YOU CAN
BE READY.
>> Audience Member: CAROL FROM
MOSCOW, IDAHO.
AND WHEN I'M BACK ONE OF THE
THINGS I'D LIKE TO DO AT OUR
NEXT WEEKLY MEETING IS LET THE
STAFF KNOW THE DIFFERENCE
BETWEEN OUTPUTS AND OUTCOMES,
BECAUSE WE'RE VERY, VERY GOOD AT
DEFINING OUTPUTS.
WE HAVE EXCELLENT STATS BUT
NOBODY REALLY TAKES IT ON THE
STATISTICS.
>> YOU'RE GOING TO TEACH STAFF
THE DIFFERENCE BETWEEN OUTPUTS
AND OUTCOMES.
GREAT START.
YOU GUYS?
YOU GUYS?
>> Audience Member: ONE OF THE
THINGS WE TALKED ABOUT IS
EDUCATING OUR EXECUTIVE


DIRECTORS ON WHAT OUTCOMES ARE.                                     159
>> Mike Hendricks: I WANT
SPECIFIC, CONCRETE, THAT'S TOO
GENERAL FOR ME.
WHAT ARE YOU GOING TO DO?
>> I'M GOING START REVIEWING
SOME OF THE MATERIALS I GOT
HERE.
>> Mike Hendricks: THAT'S FAIR
ENOUGH, I'LL PUT THAT DOWN.
YOU'RE GOING REVIEW THE TRAINING
MATERIALS.
NEXT TABLE.
>> WE CURRENTLY DO OUTCOMES SO I
WANT TO REVIEW THOSE OUTCOMES TO
SEE HOW THEY FIT IN.
>> Mike Hendricks: YOU'RE GOING
TO REVIEW OUR OUTCOMES.
MAYBE THEY FIT IN PERFECTLY,
MAYBE THEY DON'T BUT YOU'RE
GOING LOOK AT THEM WITH FRESH
EYES.
GOOD.
YOU GUYS?
>> Audience Member: BAKER,
SOUTHERN CALIFORNIA
REHABILITATION SERVICES.
WE ALREADY DO OUTCOMES, IT'S A
STATE REQUIREMENT.
BUT WE DON'T DO MUCH WITH THE
RESULTS OR THE MEASUREMENT.
WE HAVE TO GO BACK AND LOOK AT
THE MEASURING.
>> Mike Hendricks: CONCRETE,
SPECIFIC THING YOU'RE GOING TO
DO.
SORRY TO BE A JERK.
>> Audience Member: WE HAVE TO
REVIEW OUR OUTCOMES AND SEE
WHERE WE'RE AT ON OUR
[INAUDIBLE].
>> Mike Hendricks: I'LL GIVE YOU
CREDIT FOR THAT.
FRED JOHNSON, RALEIGH, NORTH
CAROLINA.
PROVIDE OR STAFF WITH THE
INFORMATION OF THE LANGUAGE OF
OUTPUTS AND OUTCOMES.
WE'VE BEEN DOING THAT, IF YOU
TAKE CARE OF YOUR OUTPUTS, YOUR


OUTCOMES FOLLOW.                                                    160
SO IT'S A MATTER OF LANGUAGE,
PROVIDING IT FOR THEM SO THEY
BEGIN TO SEPARATE THE TWO OUT
AND IDENTIFYING THEM AND
DOCUMENT THEM AS SUCH.
>> WHAT EXACTLY ARE YOU GOING TO
DO, FRED?
>> TRAINING SESSION FOR STAFF ON
OUTPUTS AND OUTCOMES OR BROADER?
>> Audience Member: ON INPUTS
AND OUTCOMES.
OKAY.
NEXT TABLE?
>> Audience Member: JASON,
MADISON, WISCONSIN.
ONE IDEA AT THE TABLE HERE,
TANGIBLE SPECIFIC TASK, IS TO
UTILIZE TIME AT BOARD MEETING TO
BEGIN GETTING DIRECTORS AND
MEMBERS TO IMPLEMENT OUTCOME
MEASURES IN THE STRATEGIC PLAN.
>> THE FIRST THING YOU'RE GOING
TO DO IS ASK FOR AN AGENDA ITEM
ON THE NEXT BOARD MEETING?
AN OUTCOMES AGENDA ITEM ON THE
NEXT BOARD MEETING?
>> Audience Member: YES.
>> Mike Hendricks: NEXT TABLE?
>> Audience Member: WE DISCUSSED
TARGETING OUR VISION TO WHAT OUR
NEED IS, OUR BIGGEST NEED IS.
SO FOR INSTANCE, FOR SOME CILs
IT WOULD BE -- OUR BIGGEST NEED
IS APPROACHING FUNDERS AND
LETTING THEM KNOW WHAT WE DO AND
SELLING OUR PRODUCT THAT WAY.
FOR OTHERS IT WOULD BE A
LEGISLATIVE ISSUE.
WHILE THE VISION SPEAKS THE
SAME, IT MAY BE TWEAKED A BIT.
>> Mike Hendricks: SO TARGET
YOUR VISION.
WHAT EXACTLY IS THIS GOING TO BE
FOR YOU?
GOTCHA, I LIKE THAT, OKAY.
I'M GOING SAY TARGET OR IDENTIFY
MAYBE YOUR VISION.
NEXT TABLE.
>> Audience Member: JAY HARRIS


FROM CALIFORNIA.                                                    161
I THINK THE FIRST CONCRETE THING
WE'RE GOING DO IS PULL OUT OUR
SATISFACTION SURVEY THAT HASN'T
BEEN REVISED IN A LOT OF YEARS,
AND TAKE GOOD LOOK.
WE HAVE STARTED TO REALIZE AT
OUR TABLE WHAT WE'RE GATHERING.
I'M NOT SURE WHAT WE'RE
GATHERING IS RELEVANT OR USEFUL
IN EVALUATING HOW WE'RE DOING
OUR JOBS.
SO I WANT TO DO A LOOK-OVER, A
REAL CAREFUL LOOK OVER THAT, AND
THEN REVISE THE FOLLOW-UP
SATISFACTION SURVEY.
>> Mike Hendricks: REVIEW
SATISFACTION SURVEY, GREAT, I
LIKE THAT.
>> Audience Member: I'M CANDY
FROM SARASOTA, FLORIDA.
WE PRETTY MUCH AGREED THAT
SCHEDULING TRAININGS AND GETTING
STAFF IN ON WHAT'S GOING ON, AND
I COME FROM A VERY DIFFERENT
PERSPECTIVE AS OUR BOARD ALREADY
IS BACKING THIS TRAINING, AND
I'VE ALREADY NOTIFIED OUR
EXECUTIVE DIRECTOR TO SET UP A
STAFF MEETING.
>> Mike Hendricks: SO OUTCOMES
ON NEXT STAFF MEETING, THAT IS
RIGHT?
OKAY.
NEXT TABLE.
>> Audience Member: THERE'S TWO
LEFT, I THINK, WHICHEVER.
>>> SHERYL FROM UTAH.
ONE THING THAT I REALIZED --
WELL, MANY THINGS BUT THE THING
I'M GOING TO DO IS GO BACK AND
DEVELOP A FORM TO TRACK I&R
BETTER BECAUSE I DON'T THINK
WE'RE DOING A GOOD ENOUGH JOB ON
FOLLOWING UP ON I&R.
WE DO IT, WE JUST DON'T DO A
GOOD SNUFF JOB.
EVEN TO DO THE ONE UP HERE, YOU
COULDN'T DO THAT RIGHT NOW.
>> DEVELOP A FORM TO TRACK I&R.


YOU FOLKS?                                                          162
>> Audience Member: THIS IT
KEVIN INVOLVERTON FROM EASTERN
OREGON CENTER FOR INDEPENDENT
LIVING.
>> Mike Hendricks: WE JUST LET
YOU DO ONE THIS ROUND.
>> Audience Member: OKAY.
SOMEBODY MENTIONED, ANOTHER ONE
WE HAD WAS IMPROVING INDICATORS
MATCH DO YOU MEAN?
WHAT SPECIFIC CONCRETE THING ARE
YOU GOING TO DO?
>> MAKE THEM MORE MEASURABLE.
>> Mike Hendricks: WHAT'S THE
FIRST THING YOU'RE GOING TO DO?
I'M A BIG BELIEVER THAT THE
FIRST STONE YOU START ROLLING IS
IMPORTANT.
THE OTHERS WILL START ROLLING
AFTER THE STARLIGHT 9 FIRST ONE.
WHAT'S THE FIRST STONE YOU'RE
GOING TO START ROLLING.
>> ESTABLISH YOUR OUTCOMES.
>> YOU SAID SOMETHING ABOUT
INDICATORS.
DO YOU HAVE INDICATORS NOW?
>> YES.
>> WHAT DO YOU WANT TO DO WHEN
YOU GET BACK?
>> Audience Member: THIS IS
ALBERT FROM LAS CRUCES, NEW
MEXICO.
THE FIRST THING WE DO IS LOOK AT
OUR INDICATORS AND SEE IF WE ARE
MEASURING OUR OUTCOMES.
SEEMS LIKE OUR INDICATORS AREN'T
ACCURATE ENOUGH TO MEASURE THE
OUTCOMES.
>> LOOK AT INDICATORS VIS-A-VIS
THE OUTCOMES.
ANYTHING THAT HAS BEEN BEEN SAID
YET?
NEXT TABLE, ANYTHING THAT HASN'T
BEEN SAID YET?
OVER HERE?
BACK THERE?
YES, HERE?
HERE?
UH-HUH?


>> Audience Member: IMPLEMENT A                                     163
PROCEDURE WHEREBY WHEN WE DO
INRs AND NOT FOR CSRs, SAY
TO THE PERSON YOU YOU MIGHT BE
GETTING A CALL FROM MY BOSS TO
SEE IF I'M DOING A GOOD JOB.
THAT IS OKAY?
>> Mike Hendricks: INTERESTING
WORDING.
>> Audience Member: EVERYBODY
WANTS TO RAT ON SOMEBODY.
IF YOU SAY YES, THEN CHANCES ARE
WHEN YOU CALL THEM BACK, WHEN
THE VOLUNTEER OR WHOEVER CALLS
THEM BACK, IT'S LIKE, ONE OF MY
STAFF MEMBERS WAS TALKING TO YOU
AND TOLD YOU THAT THE BOSS MIGHT
BE CALLING, THEY WILL REMEMBER
YOU.
THAT WAY THEY WILL NOT CONFUSE
YOU WITH ALL THE OTHER OUTFITS.
>> Mike Hendricks: LET ME SEE IF
I CAPTURE THE ESSENCE.
YOU'RE GOING TO PRIME INR
CALLERS FOR A CALL-BACK, START
DOING THAT.
>> Audience Member: YES.
>> Mike Hendricks: NEXT TABLE,
SOMETHING THAT HAS NOT BEEN
MENTIONED YET?
THAT CERTAINLY HAD NOT.
DO YOU GUYS HAVE ANYTHING?
>> Audience Member: DO YOU THINK
IT WOULD BE POSSIBLE TO GET A
LIST OF THE CILs THAT
PARTICIPATED AS PART OF THE
PILOT, SO WE COULD FOUND OUT IN
OUR STATE WHO DID THAT AND MAYBE
TALK WITH THEM ABOUT THEIR
EXPERIENCE OR WHATEVER?
>> Mike Hendricks: LET'S ASK
BOB.
I DON'T THINK THERE WAS EVER ANY
PROMISE OR EVEN CONSIDERATION
THAT THE CILs AND THE PILOT
TEST, THE FIELD TEST WOULD BE
PRIVATE.
DID THEY EXPECT THEY WOULD BE
KEPT PRIVATE?
I DON'T KNOW -- I DON'T THINK


SO.                                                                 164
>> Bob Michaels: NO.
>> Mike Hendricks: ANYBODY HERE
FROM THE CILs?
I THINK THERE WERE MORE THAN
JUST THE THREE WHO SPOKE, I
THINK.
WOULD ANYBODY FEEL THAT WAS A
VIOLATION IN SOME WAY OF SOME
AGREEMENT WE MADE?
CERTAINLY DON'T WITH A AT NO
TIME VIOLATE ANYTHING YOU THINK.
SEEMS LIKE THAT WOULD BE OKAY.
I DON'T SEE WHY NOT.
HOW WOULD WE DO THAT, BOB?
PUT IT ON THE WIKI OR SOMETHING?
>> IT WOULDN'T BE LISTING
RESULTS, JUST THE CILs WHO
PARTICIPATED.
IS THAT OKAY WITH YOU, BOB?
>> Bob Michaels: THAT'LL BE
FINE.
BOB WILL DO IT.
WHAT A GOOD GUY.
>> Mike Hendricks: ANYTHING AT
JAY'S TABLE, ANYTHING THAT
HASN'T BEEN SAID YET?
RIGHT BEHIND YOU, ANY NEW IDEAS?
RIGHT BEHIND YOU IN THE VERY
CORNER, ANYTHING THAT HAS NOT
YET BEEN SAID?
YES, THERE IS ONE.
THANK YOU.
>> Audience Member: THIS IS
DONALD BRYCE, ACCESS INDEPENDENT
LIVING, VIRGINIA.
ONE OF THE THINGS I LIKED IN THE
FIVE STEPS WAS ADDING THE
OUTCOMES TO THE ANNUAL REPORT.
>> DO YOU HAVE AN ANNUAL REPORT
YOU'RE WORKING ON PRETTY SOON?
>> YES.
>> SO SOUNDS LIKE -- MAY I SAY
YOU'RE GOING TO INSERT AN
OUTCOMES SECTION IN YOUR NEXT
ANNUAL REPORT?
>> Audience Member: YES.
>> Mike Hendricks: OKAY.
AND THEN I THINK THAT LEAVES ONE
TABLE TO SEE IF THEY HAD


SOMETHING WE HAVEN'T YET THOUGHT                                    165
OF.
HOW ABOUT THE TABLE RIGHT THERE?
DO YOU HAVE ANYTHING WE MISSED
SO FAR?
OKAY.
ANYBODY GOT ANY MORE IDEAS?
THAT IS GOOD LIST, IT'S GOT --
13 CONCRETE, SPECIFIC THINGS YOU
MIGHT THINK ABOUT DOING WHEN YOU
GO BACK TO YOUR CIL.
IT'S YOUR BUSINESS WHAT TO DO
BUT 13 POSSIBILITIES.
OKAY.
WE ARE AT THE END OF THIS
SESSION.
WHICH PUTS IT AT THE END OF THIS
DAY.
BUT IS THERE SOMETHING ON YOUR
MIND?
SOMETHING YOU WANT TO MAKE SURE
WE SAY SOMETHING ABOUT, ADDRESS,
GET ON THE AGENDA FOR TOMORROW?
ANYTHING AT ALL ON YOUR MIND
TODAY BEFORE WE ADJOURN?
I THINK WE'RE A FEW MINUTES
EARLY.
IF NOT, TOMORROW MORNING 9:00?
AND SOME PEOPLE ARE GOING OUT
DRINKING TONIGHT.
SOME PEOPLE ARE GOING GET FAT AT
VOODOO DOUGHNUTS.
SOME PEOPLE MAY DO BOTH.
YOU HAVE ANOTHER IDEA?
DO WE HAVE A PERSON HERE?
>>> LESS OF AN IDEA, I DON'T
KNOW.
>> Mike Hendricks: YOU'RE
MICROPHONE IS ON NOW.
>> Audience Member: THIS IS LESS
OF AN IDEA ABOUT TONIGHT'S
ACTIVITIES.
A GENERAL COMMENT.
I WONDER IF IT WOULD BE POSSIBLE
TO GET A LIST OF THE
PARTICIPANTS AT THIS TRAINING?
I THINK IT WOULD BE NICE TO HAVE
A LIST OF FOLKS.
>> Mike Hendricks: THAT'S AN
EXCELLENT IDEA, I THINK TIM


FUCHS IS TAKING CARE OF IT.                                         166
HE'S GETTING A LIST OF
PARTICIPANTS AVAILABLE TO
EVERYBODY.
>> WE HAVE A LIST BUT WE'RE JUST
CLEANING IT UP WITH EXACTLY
WHO'S IN THE ROOM AND IT WILL BE
POSTED INTO THE WIKI SO YOU CAN
ACCESS IT.
>> Mike Hendricks: THANKS AGAIN,
YOU WORKED HARD AGAIN TODAY, WE
APPRECIATE IT.
SEE YOU TOMORROW MORNING. 
[END OF PROCEEDINGS]