Author: Stefano Verrelli (The Salvation Army) How do you build a national outcomes framework without flattening local realities, sidelining frontline practice wisdom, or reducing lived experience to an input rather than a shaping influence?
This presentation shares insights from an outcomes and impact evaluation of one of Australia’s largest homelessness service providers, spanning more than 100 programs, 700 practitioners, and around 40,000 clients annually. The evaluation aimed to develop and pilot a nationally relevant outcomes measurement framework before broader rollout, one that could work across diverse service models, jurisdictions, funding contexts, and client groups.
The challenge was not only technical, but ethical. A standardised framework risked privileging some perspectives over others, adding burden to already stretched services, and embedding measures that did not reflect frontline service realities or add value to people accessing support.
This presentation argues that, in large-scale evaluation, a staged and deliberate collaborative process across design, piloting, and refinement is a core ethical strategy. Using this case example, it shows how this approach made space for perspectives not always given meaningful influence in shaping outcomes evaluation at this scale, including frontline practitioners, practice leads, and people with lived and living experience. In doing so, it helped ensure that decisions about what outcomes mattered, how they were measured, and how the framework would work in practice were shaped by frontline realities and lived experience alongside competing system priorities.
The presentation offers a practical lesson for evaluators working across multiple sites and systems: ethical evaluation in practice depends on how frameworks are collaboratively developed, tested, and refined before implementation. The session will conclude with brief guided reflection questions to help attendees consider implications for their own evaluation practice.
