What is a critical outcome measure for IandR services?

Increased client well-being and satisfaction is a critical outcome measure for information and referral (I&R) services because it reflects the primary goal of these services: to connect individuals with the resources and support they need to improve their overall quality of life. Ensuring that clients leave the interaction feeling valued, understood, and helped is essential for the success of any I&R program.

This measure goes beyond just providing information; it encompasses the effectiveness of the services offered, the appropriateness of the referrals made, and the overall experience of the clients in utilizing those services. High client satisfaction often leads to repeat usage and recommendations to others, thus reinforcing the service's impact within the community.

While reduction in service costs, more applications for government grants, and higher volunteer engagement rates can be valuable aspects of an organization's operation and sustainability, they do not directly measure the effectiveness of the core service itself. These outcomes may influence the organization positively but do not capture the essence of client experience and necessity that drives I&R services.