The following are the benefits or changes that we anticipate for our clients:

1. Clients find support for the whole person, at their own pace, starting where they are at (physically, emotionally, mentally, spiritually)

2. Clients’ basic needs are attended to

3. Clients build community and provide support for one another

4. Clients gain skills to be self-supporting

5. The SYSTEM grows in its awareness, ability to respond, range of response, infrastructure.

Through organization-wide discussions in November 2005, we identified the above outcomes as possible for our clients through their involvement with one or more programs of the Branch. Encouraging clients to tell us about their experience means that we understand better what difference the organization is making in their lives, presumably an overall increase in the quality of life. Furthermore, listening to clients helps us to determine the meaning of “quality of life” and ensures that we assist them appropriately.

While it is important that we invest our funding to serve as many individuals as possible, we have to be aware of the quality of the impact. Outcomes are critical in measuring this degree of success. It’s more important to serve a smaller number of people well, than to serve many with little impact.

Front-line staff presented our work to the Board of Directors and received a positive response. As representatives of the Peel community, the Board’s endorsement critically informs staff that we envision the impact as clients desire it to be. We’re on track.