Data is everywhere. The volume of data created by our interactions with technology is growing exponentially. In fact, it’s estimated that in 2026, 658,000,000 TB of data will be generated every single day. Health and human service networks are no different. From case creation to referral acceptance, each step in the process generates a data point that can be captured, analyzed, and evaluated.
This creates a problem. Often, referral networks have too much data, yet too few tools, to evaluate it. As a result, valuable insights are buried under mountains of unmeasured data. Leaders may know how many referrals are made, but not whether those referrals result in services. Providers often participate in networks without shared standards for performance or accountability. Funders and policymakers expect evidence of impact, but networks lack consistent metrics to demonstrate results.
Effective measurement and evaluation can address this problem. Evaluation systems can help networks identify breakdowns in service delivery, understand patterns in service demand, establish best practices for providers, and make evidence-based decisions. However, networks face significant barriers in adopting measurement systems, including limited capacity, fragmented systems, and a lack of clear guidance on what to measure and why.
To address these challenges, NNSI is launching The Health and Human Services Referral Systems’ Measurement and Evaluation Playbook, developed by Michelle Shumate and Qiwen Zhang, to provide a clear, accessible tool for network practitioners to evaluate their systems. This comprehensive playbook explains, step by step, how to turn complex network data into actionable insights.
This playbook is designed for health and human services network funders, implementers, evaluators, and consultants seeking actionable recommendations for evaluating their systems. While the focus is primarily technical instruction, both analysts and funders will benefit from understanding how data can provide insight into network performance.
This playbook is designed to provide practitioners with the necessary tools to answer the underlying question:
Is Our Network Effective?
It guides readers through the foundational elements needed for data evaluation. It offers:
descriptions of the four primary models of network design
in-depth explanations of common data elements
practical guidance on the platforms, tools, and personnel needed for evaluation
The key strength of the playbook is its focus on 6 categories of Key Performance Indicators that help networks understand how well their systems function and ask critical questions that identify where improvements may be needed:
Navigation Quality Control: How are network navigators performing? Which staff members are not meeting targets? What are staff members who exceed expectations doing differently?
Demand for Services: Which needs are requested most often? How does this vary across different demographics, zip codes, and seasons? Which needs are most likely to co-occur?
Supply of Services: Which services are available? How do they vary by location and eligibility criteria? Which services are unavailable due to provider capacity constraints?
Providers’ Engagement: How many providers are actively participating in the referral system? Are these providers sending referrals, receiving referrals, or both?
Network Referral Process: What percentage of referrals end in clients receiving services? How long does it take for clients to receive services after a referral is made?
Clients’ Outcomes: Does a client’s well-being improve as a result of referrals? What are the financial and operational impacts of interaction with the referral system?
For each KPI, the playbook outlines:
the goal,
why it matters,
the required data,
the recommended metrics,
questions to ask, and
step-by-step directions.
These sections include simple text and illustrative data samples and charts to exemplify each metric. Most importantly, each KPI is accompanied by an easy-to-use worksheet to help practitioners assess the required data, responsibilities, and future directions for every indicator.
Health and human service referral networks are the critical infrastructure that connect vulnerable populations to the services they need. In this data-driven world, referral networks need tools to measure their impact. The Health and Human Services Referral Systems’ Measurement and Evaluation Playbook provides a structured, practical guide to developing the evaluation systems that transform complex data into concrete insights.
Get started evaluating your network. Download the Playbook Today!
Written by Jade Young Class of ’27