Cambridge
Academy
In London

Introduction

Social services leaders operate in complex environments shaped by rising demand, limited resources, multi-agency coordination, and high accountability for outcomes. This advanced program equips Social Services Directors with strategic tools to strengthen governance, optimize service portfolios, and build outcome measurement systems that improve equity, quality, and impact.

Course Objectives

By the end of this course, participants will be able to:

·        Develop and execute a social services strategy aligned to community needs and policy priorities

·        Design governance structures and decision rights that improve accountability and performance

·        Build outcome frameworks and measurement systems that support learning and improvement

·        Strengthen cross-sector collaboration, commissioning, and partnership governance

·        Improve resource allocation, portfolio prioritization, and service sustainability

·        Use data and evidence to inform decisions and communicate impact to stakeholders

Target Audience

This course is designed for:

·        Directors and senior managers in social services and human services agencies

·        Program and service delivery leaders responsible for strategic planning and governance

·        Quality, performance, and outcomes measurement leaders

·        Policy, commissioning, and partnership managers

·        Public sector, NGO, and community-based organization leaders managing social programs

Course Outlines

Day 1: Social Services Strategy & Community Needs Alignment

·        The social services landscape: demand, complexity, equity, and accountability

·        Linking policy goals to service strategy and operational plans

·        Community needs assessment: data sources, segmentation, and prioritization

·        Service portfolio design: prevention, early intervention, and intensive support

·        Activity: Strategy map development (strategic priorities, outcomes, enablers)

Day 2: Governance Models, Accountability & Risk Oversight

·        Governance structures for social services: boards, committees, and executive oversight

·        Decision rights, delegation, and escalation pathways

·        Policy and procedure governance: ownership, review cycles, and compliance assurance

·        Risk management and safeguarding oversight in service delivery

·        Workshop: Design a governance charter + accountability (RACI) for a directorate

Day 3: Outcomes Measurement & Impact Frameworks

·        Defining outcomes vs. outputs: creating a clear logic model or Theory of Change

·        Selecting indicators: equity, quality, access, safety, and wellbeing measures

·        Data collection approaches: administrative data, surveys, case notes, partner data

·        Evaluation basics: contribution vs. attribution, baseline, and comparison logic

·        Practical activity: Build an outcomes framework and indicator set for a priority program

Day 4: Performance Management, Funding & Partnership Governance

·        Performance management cycles: reviews, dashboards, and continuous improvement routines

·        Commissioning and contracting basics: service specifications and performance clauses

·        Partner governance: shared outcomes, information sharing, and accountability mechanisms

·        Resource allocation: prioritization, trade-offs, and sustainability planning

·        Case study: Rebalancing a service portfolio under budget constraints

Day 5: Data-Driven Leadership, Stakeholder Reporting & Transformation

·        Using data to make decisions: performance diagnosis and root-cause methods

·        Communicating impact: executive reporting, storytelling with evidence, transparency

·        Leading transformation: change management in high-stakes service environments

·        Embedding learning culture: reflective practice, feedback loops, and capability building

·        Final group project: Directorate strategy + governance model + outcomes score

card (12-month plan)