A Summative Evaluation of a Community Agency's Abused Women's Services

Intimate partner violence (IPV) is a major public health problem. In response to this problem, a local community agency's Abused Women's Service (AWS) is dedicated to the eradication of IPV in Memphis and the surrounding area. A summative program evaluation of the Hotline and Shelter services was conducted using Donabedian's structure, process, and outcome triad. The community agency's records were assessed and evaluated using de-identified data. Analysis of the data revealed the hotline and shelter are currently meeting proposed outcomes set forth by the agency. Gaps in services and infrastructure were identified and recommendations for improvement were made. Recommendations for the hotline and shelter programs include initiation of ongoing quality improvement through continued analysis of the structure, process, and outcomes within the organization. Development of an infrastructure and relationships that can assist AWS in the identification of benchmarks for evidence-based interventions and practices for the shelter and hotline. The processes for improvement included strengthening policy and procedures within the AWS that provide a framework for measuring these important interventions and practices. In addition, the gap in children's services for shelter residents identified a need for the development of programs for children seeking protection through strategic planning and alliances within the agency as well as with organizations that are skilled in children's activities. Outcomes of the evaluation demonstrated some women were turned away; therefore the organization could benefit from a capital campaign to increase available and sustainable beds for short-term length of stays.