Our Approach

Evaluation is essential to any organization striving for continuous quality improvement. ACS Workforce Institute evaluates the quality of learning program implementation and different levels of learning outcomes including satisfaction, knowledge, application, and impact.

ACSWI Evaluation


Satisfaction is the degree to which participants find a training favorable, engaging and relevant to their jobs.

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Methods & Results

Satisfaction is measured through a survey called a reactionnaire, distributed at the end of every instructor-led training, workshop and e-learning module. Positive reactions to the classroom experience support meaningful learning outcomes. Reactionnaires also collect a Net Promoter Score®, a core metric used to assess customer satisfaction.



Knowledge checks are the degree to which participants acquire the intended knowledge, skills, attitude, confidence and commitment based on their participation in the training.

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Methods & Results

ACS Workforce Institute administers pre and post tests for every Continuing Education Unit (CEU)-eligible learning program, which seek to measure the knowledge gained over the course of the learning event. These assessments are piloted and analyzed for their validity and reliability.



Application is the degree to which participants applied knowledge and skills from the learning programs when they are back on the job.

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Supporting Knowledge into Practice

In the Spring of 2018, ACS Workforce Institute launched the Supporting Knowledge Into Practice (SKIP) Initiative in collaboration with the ACS Division of Child Protection (DCP). Through the placement of coaches in DCP borough offices, this initiative provides targeted skills practice and performance support to supervisors and their units. This transfer of learning is measured through observations, skills assessments and survey instruments.

ACS Workforce Institute aims to support supervisors and managers to use coaching as part of supervision to support the transfer of learning of best practices and reinforce a strengths-based, learning culture. The goal is to ensure that staff have the support and resources they need to positively engage and collaborate with families, building on their strengths to keep their children safe.

The three critical skill areas are:

  • Building the coaching competency of supervisors and managers
  • Building strengths-based engagement skills among direct service staff, primarily through motivational interviewing principles and skills
  • Strengthening risk and safety assessment skills and decision-making among direct service staff.


We partner with stakeholders across the agency to evaluate how learning and professional development can effectively impact family outcomes and contribute to increased child safety, permanency and well-being.

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