In this article we'll go through the “Who did we reach” report and what the different metrics mean. When you download the report, it will be a csv file. We recommend using a spreadsheet program like Excel or Google Sheets to open and work with the file.
Overview
When you look at the report, the top row is all the column labels.
“Category” is the metric, “Description” gives a short explanation of what the category is. “All events all clients” lets you know how many times an event happened during the reporting period, even if it happened multiple times for one client. “Unique clients” lets you know how many unique clients that experienced that event. For example, if Mrs. Jones enrolled twice in the reporting period, the “All events all clients” column would be 2 because we are counting every enrollment, but the “unique” clients column would be 1.
Now let’s look at the different sections of the report. At the top is Rates – these represent different percentages that are important for understanding outreach, enrollment, and graduation. These rates are calculated based on the Metrics in the bottom section. We'll cover the metrics first, then the rates (this will make the rates easier to understand).
Metrics
Total eligible
The Metrics section is the bottom section of the report. We'll first go over the Total eligible metrics.
- Total Eligible: this is a count of all the clients who were on the client list during the reporting period with the exception of those who were deceased, terminated for safety, or opted out prior to the reporting period. Since this is a count of clients, the “All events all clients” column is purposely left N/A.
- Haven’t completed outreach: This includes client who weren’t outreached or are still Pending, Maybe, or Not Reached at the end of the reporting period. Clients who are Pending, Maybe or Not Reached at the end of the reporting period are still in the process of outreach, so they count as “haven’t completed outreach”.
- Completed outreach: Clients who have accepted, declined, or opted out have completed outreach because there is a clear end to their outreach process. Also included are those clients who said Maybe or Not Reached but didn’t have a clear decision after 2 weeks.
You can also see that underneath “Total who have completed outreach” there is a breakdown of what’s included in this category. You can see how many times clients Declined, Opted Out, didn’t get back to us after saying Maybe or were Not Reached, and lastly how many times clients Enrolled.
Total closed and census
Beneath the Total eligible metrics are Total closed and at the very bottom, the Census.
- Total closed: This is a count of all the times a CHW and client closed out their work together. This can happen when a client graduates, withdraws, is lost to follow-up, is terminated for safety, or dies. You’ll see underneath “Total closed” the breakdown of how many times each of the different types of close-outs happened and how many clients were in each group.
- Census: This is a stand-alone metric that tells you how many clients were enrolled (working with a CHW) on the last day of the reporting period. So if you select a report to run for Jan 1, 2024 to March 31, 2024, this number will tell you how many people were enrolled status on March 31. 2024. (If you need to see how many clients are enrolled status today, you can use the client list.)
Now that we’ve covered the metrics, let’s go up to the Rates section.
Rates
Here's how to understand the Rates data.
- Outreach rate: This answers the question, “Out of all the clients who were eligible for CHW services during the time period, what percent of them were outreached to and completed outreach?” This is calculated by taking the unique clients for “Total who have completed outreach” and dividing it by the Total eligible clients.
- The next set of rates: Enrollment rate, Refusal rate, and No response rate are all related to outreach. They are calculated by taking the number of events or clients that enrolled, said no, or we didn’t hear back from, and dividing it by the number of completed outreaches.
The last 2 categories: Graduation rate and Drop out rate are related to close-outs.
- Graduation rate tells you what percent of all close-outs were graduations. It’s calculated by dividing the “Graduated” metric by the “Total closed” metric.
- Drop out rate tells you what percent of all close-outs were due to clients withdrawing or being lost to follow-up. It’s calculated by adding the “Withdrawn” and “Lost to follow-up” metrics, then dividing that sum by “Total closed.”
Now you're all up to speed on the Who did we reach? report! If you'd like a walk-through, watch this video.