Measuring outcomes experienced by users of community services—The development of the community services outcomes tree and the associated survey template

Abstract There continues to be growing pressure from human service organizations, funders, and beneficiaries to demonstrate a service’s actions are having a demonstrable benefit. This article reports on the method of development and the results of the initial piloting in Australia of an outcomes framework and form of measurement for the human services sector, taking a ‘whole of life approach’ in recognizing the ways in which life domains interrelate. The design was based on a review of outcomes-related literature, while also using an action research method involving service staff and a consumer advisory body. The result was the Community Services Outcomes Tree (CSOT) and a lean measurement tool in the form of a customizable survey template. We argue the CSOT has passed an initial grounded test in providing meaningful data for each service involved in piloting it and has value in guiding practice and providing a way of measuring and informing outcomes of services.