In Utilization-Focused Evaluation, Dr. Michael Quinn explains, “In the simplest terms, evaluations are said to answer three questions: What? So What? Now What?”
Similarly, state Vocational Rehabilitation Programs have a need to answer these questions as they participate in program evaluation.
Today let’s look at the first question: What?
The Utah State Office of Rehabilitation has decided to measure or monitor in four major areas: Customer Service, Staff Professional Development, Financial and Policy and Procedure. You can view the diagram on page 5 that defines activities around each of these four areas at http://media.ncrtm.org/presentations/QA/UTmanual.pdf
What does your organization measure or monitor to move towards continuous quality improvement?
Michael Shoemaker, M.A., CRC, LVRC, CPM
Utah State Office of Rehabilitation
mtshoemaker@utah.gov
