Can we ever really measure what matters most?

"You know I love you more than you can imagine." It's something I whisper to my nearest and dearest, because there is no conceivable measure for what matters most. 

Back in the early days of charity foundership, the most poignant parts of creating a trusted space for honest conversations weren't the stats. I mean, the data told a story, but the moments that mattered were the tears of relief when a mum entered a room where she could exhale and be fully understood. And the time I walked into town and saw two new parents nursing cups of coffee together, having met at a peer support group.

I've been having conversations and writing about the messy topic of measuring impact in grassroots community services this week. Evaluation experts and researchers shared their views about emerging theories, nuances and limitations in existing models. We held this alongside thornier systemic issues around the balance of power across the landscape; asking, what's required to unlock investment, how to build the case, and on whose terms are the parameters set out?

These conversations also illuminated the distinct qualities of VCSE services to offer trusted relational dynamics which are, in many ways, equal contributors to the interventions themselves, when it comes to gently pointing vulnerable people back to health. It's not simply what is offered, it's the compassion and connection that's inherent in the how.

And while we acknowledge the validity of telling the impact story, there are uncomfortable debates around lack of mutuality in defining the criteria, when funders and commissioners are too prescriptive or there's simply a lack of trust to let grassroots service leaders get on with the essential work of providing support, knowing that it changes lives.

There's also the constraints of resourcing, investment... and a lack of infrastructure to scaffold and support grassroots services. It's hard to sustain organisations on these terms, let alone coherently track impact against a theory of change. Especially when you don't have a research team, or indeed the funds to pay the founder to put their evaluation hat on for an afternoon.

When I repeat for the umpteenth time that I love my children more than they can imagine, it's not to quantify or make a case. It's an expression of what is known (and hopefully felt deeply and recpirocally). 

Yet is simply knowing what matters enough? Must we translate it into reams of data sets for it to be taken seriously? When a vulnerable parent looks back on engaging with a service rooted in their local community, do they reflect on its reach and outcomes, or do they remember the hug they had on a bad day that reminded them of the warmth of humanity when life felt impossible?

I'm Nat and I support charity and non-profit leaders to navigate the challenging terrain of growth and sustainability, through strategic consultancy and compassionate 1-1 coaching.