Inside the Black Box - Chapin Hall at the University of Chicago

Organizations often use a wide range of client-level and organizational data to assess process measures
and monitor how well they are doing at providing these comprehensive services and achieving their
desired outcomes. Specifically, programs frequently measure the number of clients served, number who
drop out, number who complete the program, and measure internal operations, such as caseload size,
referrals, and costs per participant. Additionally, organizations may track housing changes along with
what services clients use to help overcome their barriers, including whether clients use “bundles” of
multiple services. One organization created a rating system used to do assessments with participants at
different points throughout the program, so that when barriers or needs arise, program staff can take steps
to address and alleviate them before they grow too unwieldy. They tell their participants, “we’ll take care
of the barriers,” so that barriers cannot be used as an excuse. This information helps providers know what
services should be offered and assess the uptake of these services to ensure these supports are available
for program participants. Taken together, these measures serve as an indirect gauge of the efforts
programs make to commit to improve the lives of individuals, families, and communities.
Improve Financial Well-Being
Financial literacy services—such as teaching budgeting, saving, and credit building—play a role in
helping participants gain important life skills, find and retain employment, and ultimately transition out of
poverty. Almost all organizations in this study stress this component of their programs and emphasize the
importance of these skills in achieving long-term success. Four of the six organizations participating in
the study are CWF sites, whose mission is to focus on changing financial behaviors. 6 Financial services,
therefore, is a part of what several organizations in the study offer via their CWF sites. Yet, one
organization in the study that does not operate a CWF still incorporates financial services into its regular
service delivery model. This organization has a financial literacy requirement, and once a participant and
his or her family shows they understand the basics of finance and investing, the organization gives them
$500. A few interviewees mentioned the existence of an emergency funds system within their
organization, providing help to participants in desperate financial situations—those needing to pay past
due rent or facing a medical emergency—so the organization can help alleviate the financial strain the
emergency has caused that may interfere with participant learning.
Some organizations provide financial counseling to help clients apply for public benefits as a way to
increase household expenses, while others emphasize financial independence and self-sufficiency, and
encourage reducing reliance on public support. These two approaches are not mutually exclusive, since
6 The Centers for Working Families “specialize in taking a holistic approach to people’s employment and financial needs, linking
job placement and career improvement with financial education and maximizing public benefits.” From the LISC/Chicago,
Centers for Working Families website, http://www.lisc-chicago.org/Our-programs/Centers-for-Working-Families/index.html
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