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The client impact report can assist a CLC to understand the extent to which their activities are achieving the intermediate outcomes of:

• Appropriateness of service delivery
• Effectiveness in making an impact for clients.

Where the data is indicating that those outcomes could be strengthened, then it might be appropriate to review the data with a view to service improvements.

Following is a list of questions that might be asked of client impact statements.  The answers to these questions could start an internal service improvement discussion.

Appropriateness of service delivery

• Who accessed the service?
• Are the clients who accessed the service our intended client base for this service?
• Are there any trends about the types of clients accessing the service?
• Are there any client groups missing that we would expect to see accessing the service?
• What level of service was provided to the clients?
• Is there an underservicing of clients?
• Are there any trends about problem types?
• Are there problem types that are not represented but should be given the target group?
• Are clients being referred to appropriate agencies? 
• Are there other agencies that should be referred to, but are not?
• Are the services meeting the client's needs/expectations?
• Do others in the community make referrals to the service?

 
Effectiveness in making an impact for clients

• Is the service meeting the client's legal need?
• Is there a clear link between the service provided and client outcome?