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Our framework for measuring the impacts and outcomes of community legal centres’ work recognises that our work has positive impacts for four key groups: clients, the community, other organisations in the justice system, and volunteers.

This section sets out the process for gathering data about working with clients.  This data can then be added to your Impact reports or your Service review.

What are the impacts of CLCs' work with clients?

Based on our theory of change, we suggest that there are two major areas of impact flowing from the work you do with clients:

1) Appropriateness of service delivery
To demonstrate you do this work well, measure:

• the demographics of clients that received a service
• the number and types of activities
• the number of problem types
• referrals to other agencies 
• client feedback and experiences.

​Obtain this information from:

• CLASS (Community Legal Assistance Services System)
• Client survey
• Community partner survey.

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2) Effectiveness in making an impact for clients
To demonstrate you do this work well, measure:

• Client's satisfaction with the service and its impact

​Obtain this information from:

• Client survey
• Client case studies.

CLASS - Client reports

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Client survey

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Client case study

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