Exploring how you can measure and demonstrate the value of subjective outcomes such as attitudes and feelings.

1. How to measure ‘soft’ outcomes
to demonstrate ‘hard’ impact
Gail Dervish, WCVA Economic
Inactivity Initiatives Manager/ Morgan
Armstrong WCVA ILM Development
& Support Manager

2. Definitions & Delivery
Soft Outcomes
Soft Indicators
Distance Travelled
Based on ESF funded WCVA ILM Scheme

3. Soft Outcomes
Outcomes from training, support or guidance interventions,
which cannot be measured directly or tangibly
They may include achievements relating to:
• Interpersonal skills such as social skills and coping with
authority
• Organisational skills such as personal organisation and the
ability to order and prioritise
• Analytical skills such as the ability to exercise judgement,
managing time or problem solving
• Personal skills such as insight, motivation, confidence,
reliability and health awareness

4. Soft Indicators
There is interplay between indicators and outcomes –
• Indicators are the means by which we can measure whether
the outcomes have been achieved
• The term soft indicators can be used when referring to the
achievements that indicate acquisition or progress towards
an outcome
A project, for example, will need to explore whether an
individual’s motivation has increased over the length of
the scheme –
• This is a subjective judgement but indicators such as
improved levels of attendance, improved time keeping and
improved communication skills, can suggest strongly that
motivation has increased

5. Distance Travelled
• The progress that a participant makes towards employability
or harder outcomes as a result of the scheme intervention
• The acquisition of certain soft outcomes may seem
insignificant, but for certain individuals the leap forward in
achieving these outcomes is immense
• A consideration of distance travelled is very important in
contextualising participants’ achievements
• Indicators (or measurements) of soft outcomes can be used
as tools for measuring distance travelled towards labour
market participation

6. Importance of Measuring Soft Skills &
Distance Travelled
• Should be an intrinsic element of any scheme
evaluation & be considered good practice
• Accrues benefits to the scheme and participant
• Improves the process of working with participants
& service delivery
• Provides an important context for client needs &
successes

7. Importance of Measuring Soft Skills &
Distance Travelled (General)
• Hard outcomes (jobs, qualifications, etc.) do not
show the success of the scheme as a whole
• They are incomplete as an indicator of a
participant’s increased employability
• Participants facing multiple barriers may be a long
way from acquiring a job or qualification
• Soft outcomes for such participants is a critical
indicator of success

8. Importance of Measuring Soft Skills &
Distance Travelled (Participant Level)
• Employers are interested in soft skills, valuing
personal attributes & attitudes
• Participants will be at an advantage if they are able
to evidence such skills & attributes gained during
the scheme
• Staff will be able to demonstrate to participants that
they have pre-existing skills & attributes that they
did not know existed

9. Importance of Measuring Soft Skills &
Distance Travelled (Participant Level)
• Working with participants to record & monitor
distance travelled can give them a sense of
ownership over their own personal development
• If participants are made aware of the distance they
have travelled, this boosts confidence & motivation
• Participants will understand that the recognition &
development of soft skills is part of their
integration into the labour market

10. Types of Soft Skills & Examples of
Indicators – Key Work Skills
• Improved team working, problem solving,
numeracy, ICT
• Increased language & communication
• Completion of work placements
• Lower rates of sickness related absence

11. Types of Soft Skills & Examples of
Indicators – Attitudinal Skills
• Increased levels of motivation
• Increased levels of confidence
• Recognition of prior skills
• Increased feelings of responsibility
• Increased levels of self-esteem
• Higher personal & career aspirations

12. Types of Soft Skills & Examples of
Indicators – Personal Skills
• Improved personal appearance &
presentation
• Improved levels of attendance
• Improved timekeeping
• Improved personal hygiene
• Better health & fitness
• Greater levels of concentration &
engagement

13. Types of Soft Skills & Examples of
Indicators – Practical Skills
• Ability to complete forms
• Ability to write a CV
• Ability to understand & follow instructions
• Improved ability to manage money
• Improved awareness of rights &
responsibilities

14. How do we do it?
There are numerous & varied methods of
measuring soft outcomes.
On the ILM scheme one tool we use is a soft
skills questionnaire of up to 77 questions
 Have a go!

15. Baseline Assessment
Baseline assessment is crucial in order to establish a starting
point from which a participant may start to demonstrate
progress in soft skill outcomes. This can normally be done
during the initial assessment phase when client needs are
established, barriers to employability identified & targets set
It is important to ensure that methods used for collecting &
recording information on soft outcomes & distance travelled
are rigorous & targeted to the client group. Selecting &
implementing a range of methods to collect data is more
likely to capture a full picture of individual progress

16. Collection & Recording Methods
Action-planning:
This is carried out at initial assessment & periodically
reviewed to gauge whether objectives have been met. The
plan can include personal goals, priorities & reflections on
progress
Reviews:
Improvements over time can be noted on a regular formal &
informal basis. This system is reliant on sound judgement
from the client & staff member. It will not provide an
absolute or formal measure on distance travelled

17. Collection & Recording Methods
Daily diary or personal journal –
Clients can be encouraged to write about progress towards soft
outcomes. Issues of confidentiality should be considered
In-depth reflection –
This could include weekly, work placement & end of course
evaluations. Questionnaires are also an important tool for
this purpose. This would allow the participant to consider
& review their progress. It could provide valuable portfolio
evidence & is easily compared against baseline data

18. Collection & Recording Methods
Recorded observations -
It is important to have comprehensive documentation systems
that will allow for the recording of anecdotal evidence of
progress & outcomes. This method requires a good level of
observer skill, lack of observer bias & an approach that does
not influence participant behaviour during the process
Portfolio compilation –
This would include evidence of tasks completed successfully
or progress towards them. An evidence based portfolio
would be a concrete output that could be presented to an
employer

19. Case Study: ILM Scheme

20. External Evaluation Report:
From: Wavehill Second Annual Report:

21. External Evaluation Report:

22. External Evaluation Report:

23. External Evaluation Report:

24. Soft Outcomes: Further details
 Outcomes Star. Developed by Triangle Consulting for use by homelessness
organisations. Take a look at http://www.outcomesstar.org.uk/
 WEFO’s own: A practical guide to measuring soft outcomes and distance
travelled
 The Institute for Employment Studies have produced ‘A guide to measuring soft
outcomes and distance travelled’ Http://www.esf.gov.uk/_docs/distance1.pdf
 Many other systems out there: Catching Confidence tool, SOUL Record, Spirit
Level etc.
 Want to share thoughts? ilm@wcva.org.uk