The Outreach report is all about how your programs did with outreach and enrollment. With the Outreach report you'll be able to answer questions like:
- How many clients have I outreached?
- What percent of these clients agree to accept services?
When you enter in dates for the Outreach report, the report will include information on the results of the outreaches that happened for the reporting period. 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
Let's walk through the report from top to bottom.
The top rows summarize the parameters of the report. You'll see the Programs, CHWs, and dates that you selected.
Underneath this is a header that says “***************ALL SELECTED PROGRAMS***************” which means that all metrics below are for the combination of all programs selected for this report. You’ll break-outs for each program beneath the metrics for all programs.
Beneath the program header you'll see the column labels. “Category” is the metric, “Description” gives a short explanation of what the category is. To the right of this are 2 columns titled “All_events_all_clients” and “Unique_clients_by_program”. “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_by_program” lets you know how many unique clients that experienced that event within a program. For example, if Mrs. Jones enrolled twice in the reporting period in program A and once in program B, the “All_events_all_clients” column would be 3 because we are counting every enrollment, but the “Unique_clients_by_program” column would be 2 because we count her enrollment in program A and her enrollment in program B.
Underneath this you’ll see columns with "ALL SELECTED CHWS". These display metrics aggregated for all CHWs you have selected for this report. Then you'll see individual CHW names -- these columns display metrics broken out by each individual CHW you have selected.
Now let’s look at the different sections of the report. At the top there are 2 metrics about the outreach pool. Next there is a section on Rates which has percentages important for understanding outreach. These percentages are calculated based on the Metrics in the bottom section. We'll cover the outreach pool first, then the Metrics, then the Rates (this will make the rates easier to understand). Lastly we’ll cover the Caseload section.
Outreach pool
The first metric on the report is Total Outreach pool. This is everyone who was added to or updated on the client list for the program in the year prior to the reporting period. We don’t count clients who were ineligible for outreach because they were already Enrolled or had Declined, Opted out, Closed out, were Deceased, Terminated for safety, or not reached for the whole reporting period. If a client had a reeligibility event, they were returned to the outreach pool.
The next metric is Total who haven’t completed outreach. This includes clients who weren’t outreached or are still Pending at the end of the reporting period. Clients who are Pending at the end of the reporting period are still in the process of outreach, so they count as “haven’t completed outreach”.
Metrics
This section starts with Total clients who have completed outreach. These are clients who have a definitive outcome to their outreach process. Those outcomes are:
- Enrolled – said yes to CHW services
- Declined – said no, (or in the past said Maybe but did not go on to enroll)
- Opt out – said no and did not want to be contacted in the future
- Not reached – were not reached after a specific number of attempts (the number of attempts is set by each organization)
- Ineligible – were found to be ineligible for CHW services. This often happens because a client has moved or has changed their health insurance or medical provider.
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 completed outreach?” This is calculated by taking the unique clients for Total clients who have completed outreach and dividing it by the Total outreach pool.
- Acceptance rate: This answers the question, “Out of all the clients you got to talk to and offer CHW services, what percent said yes?”. It’s calculated by dividing the number of Enrolled clients by all the clients who were reached and eligible, which is the sum of clients who Enrolled, Declined, and Opted out.
- Enrollment rate: This answers the question “Out of all the clients who completed outreach, what percent said yes?”. It’s calculated by dividing the number of Enrolled clients by the Total clients who have completed outreach.
- Refusal rate: This answers the question “Out of all the clients who completed outreach, what percent said no?”. It’s calculated by dividing the number of Declined and Opt out clients by the Total clients who have completed outreach.
- Not reached rate: This answers the question “Out of all the clients who completed outreach, what percent were not reached?”. It’s calculated by dividing the number of Not reached clients by the Total clients who have completed outreach.
- Ineligible rate: This answers the question “Out of all the clients who completed outreach, what percent were not eligible for CHW services?”. It’s calculated by dividing the number of Ineligible clients by the Total clients who have completed outreach.
Caseload
At the very bottom is Caseload on last day of reporting period: 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, 2026 to March 31, 2026, 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 you're all up to speed on the Outreach report!