Community Legal Impact
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Service review: Clients

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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?

© Community Legal Centres Queensland 2018

Contact us: PO Box 119, STONES CORNER QLD 4120 | Tel 07 3392 0092
Last updated: 6 March 2018

  • Home
  • Benefits
    • About this project
    • Theory of change
    • Pilot Project
    • Training
  • Gathering data
    • Clients >
      • CLASS & Clients
      • Client survey >
        • Telling clients
        • Distributing the client survey
      • Client case studies >
        • Client case study examples
        • Ethical case studies
    • Community partners >
      • CLASS & Community partners
      • Community partner survey
      • Community partner case studies >
        • Community partner case study examples
    • Justice system >
      • CLASS & Justice system
      • Justice system survey
      • Justice system case studies >
        • Justice system case study examples
    • Volunteers >
      • CLASS & Volunteer information
      • Volunteer survey
      • Volunteer case studies >
        • Case study examples
  • Reporting
    • Impact reports >
      • Clients >
        • Client example
      • Community partners >
        • Community partner example
      • Justice system >
        • Justice system example
      • Volunteers >
        • Volunteer examples
      • Example impact report
    • Service review >
      • Clients
      • Community partners
      • Justice system
      • Volunteers