client_centred_evaluation_-_framework.pdf
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​Client-Centred Evaluation (CCE)

Examines client experiences with a program.

Looks at how clients initially become aware of a program. What attracts them to it. What challenges their access to it.

Once participating, it looks at how clients use specific services. Both initially and over the long term. Their contacts with staff. The benefits they receive.​​
CCE aims to help programs learn what’s working well, what could be changed, how to adjust for gaps and confirm what impacts are happening. It is intended to be a collaborative approach in which the evaluator works with program stakeholders and clients (if possible) to gather data, analyse it and then report on program activities and results.
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The benefits of a CCE approach are that it:
  • Prioritizes clients’ perspectives – by examining the program from their point of view
  • Better examines client experiences – by following their pathways through the program
  • Encompasses changes in clients’ needs over time – by exploring and reflecting on individual and (sub)-group experiences during the course of their participation
  • Builds on strengths – by looking for and sharing what’s working and for whom (as well as lessons learned)
  • Uses a co-creative process – by involving program management, staff, participants and other stakeholders throughout the planning and implementation of the evaluation
  • Provides a sound basis for improvements – by pinpointing where client-level, as well as higher-level, prioritization and contributions are needed.
 

​EVALUATING AWARENESS

Exploring how clients become aware of a program ​and what attracts them to it
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​EVALUATING ACCESS

Looking at how easy it is for clients to participate in a program - and what challenges their access to it  

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​EVALUATING NEEDS

Exploring what help clients are looking for - and what they find



​​EVALUATING SERVICES

Examining how clients use specific services - both initially and over the long-term

​​EVALUATING OUTCOMES

Looking at the benefits clients receive from programs - or not
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