I just finished an enlightening interview for a separate research project I am involved in at UWO.For over 30 years, "Kara" has worked with people who have problems finding employment. In that time, the provincial programs that fund her work have changed four times.With each new program that is introduced there are new reporting standards, criteria, goals and objectives implemented. The only thing that hasn't changed in the last 30 years is what Kara does on a day to day basis.
In her words, "I help people find jobs, and employers find people".
During our meeting Kara had an unexpected visit from "Bill". Bill is north of 40 years old and for his own reasons has had difficulty finding meaningful employment his whole life. Kara worked with Bill one-on-one for 6 months to help him develop the specific skills he needed to secure a job. Every client like Bill that comes to her work has their own unique challenges and needs which demand that Kara tailor her process to the individual. Whether it is a new immigrant with a language barrier, a single mother with a physical disability, or a laid-off autoworker with 15 years of experience and no high school diploma, the process that Kara goes through with clients is more of an art than a science.
At Kara's work they track impact through surveys conducted 12 months after their clients are placed. Amazingly, over 70% of the people Kara helps place are working at those jobs one year later! While Kara knows the measurement of her output is necessary (one of which she happily let's her boss deal with!) she feels that the impact of her work is not being fully captured in that percentage.
There was no agenda for Bill's visit today, however, through observing their interactions it was obvious that even though their formal relationship had technically ended after Bill got a job, he still relied on Kara for support. They had accomplished together what he could not on his own and he still needed to know that she was there if he stumbled.
As we move toward standards that attempt to measure the impact of social services, we need to focus on observing how these services really interact their local communities and not just the numbers that result.
We need to work towards a system that can support the Kara's with as much respect and individuality as they support the Bill's.