The Unintended Influence and Impact: Funder-Mandated Performance Metrics, Service Delivery, and Social Justice

ABSTRACT Nonprofit organizations provide services that address the complex needs of diverse populations within a multitude of financial and resource constraints. Necessity requires these organizations to apply for financial support from a variety of stakeholders and engage in evaluation processes that are often driven by funder priorities. Therefore, understanding nonprofit staff perceptions of the influence of funder-mandated metrics upon service is critical. This study utilized qualitative interviews to examine the perceptions of administrators and staff members within nonprofit organizations related to the influence of funder-mandated performance metrics on service provision. Findings suggest that funder-mandated metrics influenced the definitions of client success, client-provider relationships, client motivation, and how services are provided. Social justice questions are raised regarding the impact that culture, privilege, and ideology can have on service delivery and client experiences which highlight directions for future research and practice implications. PRACTICE POINTS Nonprofit organizations are influenced by multiple funders who impose evaluation mandates that can influence the definitions of client success, client-provider relationships, client motivation, and service delivery. Funder-mandated evaluation metrics influencing client experiences raise social justice concerns regarding the inadvertent perpetuation of oppressive practices in nonprofit organizations. In conjunction with their funders, nonprofit organizations should consider examining their current evaluation methods and approaches, looking critically at the assumptions imposed by privileged cultural norms.