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Session Title: Engaging the Client When Mandates Drive Client Participation
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Panel Session 836 to be held in Mineral Hall Section D on Saturday, Nov 8, 9:50 AM to 10:35 AM
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Sponsored by the Organizational Learning and Evaluation Capacity Building TIG
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| Chair(s): |
| Mary Nistler,
Learning Point Associates,
mary.nistler@learningpt.org
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| Abstract:
On occasion, a client is mandated not only to participate in an evaluation, but also to implement the evaluator's recommendations. To some extent, this is an evaluator's best-case scenario. However, success requires a cooperative relationship with the client - both to accomplish evaluation tasks and to engender client ownership of findings.
A recent state-mandated curriculum audit, for which we are project managers, was conducted in 12 districts that were in correction action under NCLB. The audit illustrates an approach we used to successfully develop client relationships and encourage client buy-in: we provided opportunities for clients and other stakeholders to learn about audit procedures; meet and communicate with audit staff; exercise options; and contribute to findings. The audit itself consisted of several studies (of general education, special education, and education of English language learners) and extensive data collection methods: interviews, observations, surveys, and document reviews.
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Building Client Relationships Within the Context of a Mandated Audit
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| Mary Nistler,
Learning Point Associates,
mary.nistler@learningpt.org
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Building client relationships within a mandated audit requires communication and inclusion throughout the audit process. In the example we illustrate in this session, client relationships were first developed through preliminary conversations. Following this, we held kick-off meetings in which the details of the audit and expectations of the districts and schools were articulated. The kick-off meetings also provided opportunities for meeting participants to discuss and convey their assessments of district strengths and challenges, using an appreciative inquiry format. Throughout the audit, communication with key district stakeholders continued on a planned schedule, including a schedule for presenting emergent findings, and a schedule for planning the co-interpretation sessions. Client relationships were also managed through consistent messaging about audit guidelines and principles.
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Building Ownership of Audit Findings
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| Cary Goodell,
Learning Point Associates,
cary.goodell@learningpt.org
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Co-interpretation is a field-tested process proven to build trust and ensure client ownership of even the most distressing audit findings. Utilizing substantial relevant resources, including locally generated data, outside auditors and district stakeholders worked together to identify critical issues. Both critical and positive key findings emerged, allowing clients to draw from what they did well to eradicate barriers to improvement. This contrasted to a more typical audit, where client viewpoint may be dismissed. We have not yet had a client refuse to participate in the co-interpretation of data, nor have we had a client refuse to accept key findings developed through this process.
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