175 – Outputs vs Outcomes: Why Counting Hours Isn’t Enough

August 14, 2025

Episode #175: Outputs vs Outcomes: Why Counting Hours Isn’t Enough

In this episode of the Volunteer Nation Podcast, Tobi Johnson dives into why it’s time to move beyond traditional volunteer metrics like hours logged and retention rates. She unpacks the difference between outputs and outcomes, sharing practical examples and actionable strategies for measuring and showcasing the true impact volunteers have on communities and organizations.

Tobi explains how tracking outcomes can inspire volunteers, improve program quality, strengthen recruitment messaging, guide strategic decisions, and demonstrate real value to stakeholders. You’ll also learn how to create visual graphics to communicate these outcomes!

Outputs vs Outcomes – Episode Highlights

• [02:47] – Proving Volunteer Impact 
• [03:37] – Key Metrics to Track 
• [06:14] – The Importance of Outcome Metrics 
• [09:41] – Communicating Impact Effectively 
• [13:58] – Why Volunteer Outcomes Matter 
• [13:58] – Why Volunteer Outcomes Are Essential 
• [18:36] – Communicating Volunteer Impact 
• [22:24] – Improving Program Quality with Outcomes 
• [25:40] – Strengthening Recruitment Messaging 
• [28:42] – Supporting Strategic Decision Making 
• [31:53] – Creating Visual Impact Graphics 

Outputs vs Outcomes – Quotes from the Episode

“When you are able to recommunicate the real-world impact of their efforts, their lives, the lives that are changed, the resources that deliver that are delivered or the goals achieved, it really deepens their sense of purpose and satisfaction. That is why people volunteer. They volunteer to make a difference.” 

“Right now, we are hearing about volunteer programs that are getting shuttered, people getting laid off, and I think sometimes these are errors in management judgment by organizations that simply do not have a clue. The tremendous impact that volunteers are making in their organizations or in their communities, and I feel like we’ve got to get better at this.” 

Helpful Links

• Volunteer Management Progress Report  
• VolunteerPro Impact Lab 
• Volunteer Nation Episode #135: How to Use Video Storytelling to Connect with Aaron Walton and Emmanuel LeGrair  

Contact Us

Have questions or suggestions for the show? Email us at wecare@volpro.net.

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Episode #175 Transcript: Outputs vs Outcomes: Why Counting Hours Isn’t Enough 

Tobi: Hey everybody, welcome to another episode of the Volunteer Nation Podcast, I’m your host, Tobi Johnson, and today I want to talk about one of my geeky favorite subjects, and that is determining outputs versus outcomes and why counting hours isn’t enough when it comes to volunteer activity. Certainly, there’s a lot of folks out there counting retention rates and volunteer hour rates or volunteer hours, numbers of volunteers and how many volunteers show up when we have an event, those kinds of things. But it’s really time for us to transition into talking about how we are. Really speaking about and tracking the impact that volunteers are having on our communities and on our organizations. It’s so important. 

Right now, we are hearing about volunteer programs that are getting shuttered, people getting laid off, and I think sometimes these are errors in management judgment by organizations that simply do not have a clue. The tremendous impact that volunteers are making in their organizations or in their communities, and I feel like we’ve got to get better at this. 

Simply tracking outputs isn’t going to get us where we need to be. If we really want to speak to how volunteers are strategically being leveraged to create change, we’ve got to come up with the numbers. Of course, the stories are important. The, when we talk about storytelling. And we talk about, we teach it inside the Volunteer Pro Impact Lab, and we know that qualitative information about life changes is super powerful too. 

But we also must have the numbers to not only back it up, but also to inform our own practices so that we can continue to improve. I want to take the mystery out of volunteer impact measurement. It is not that mysterious. It seems mysterious, but it’s really not. And I want to give you some examples as we go through as well. 

So, let’s talk first about what are you proving. With your volunteer metrics, with the ones you’re using now at your organization, what measurements are you using to demonstrate the added value of volunteers beyond just. How many hour volunteers we have, how many hours are they contributing and how are we retaining them and how satisfied are they? 

Those are all helpful baselines, but they’re not about impact. What you decide to measure will directly, in fact. Affect the metrics you track, but also where you put your attention. And so, let’s look at some broad-brush strokes of things that you might learn from if you were tracking the metrics that mattered. 

So, one is whether enough qualified volunteers. Are available to your organization and whether they’re being plugged in and utilized. So that’s one. So, it’s a capacity type of thing. You might want to know about. Another topic you might want to know about from the impacts that metrics that you track are whether volunteers have an impact on program goals and outcomes. 

So, this is really about those outputs versus outcomes conversation. So, are volunteers making a difference? That’s an important thing to know, right? And then you know whether the juice is worth the squeeze. Sometimes people say, but you know, with all this investment in your volunteers, of course they’re making an impact. 

We know they are, but you’ve got to be able to show it, to demonstrate it. A third thing you might want to learn from what you track is whether volunteers have an impact of the qua on the quality of life. Of those they serve, so not only on their, the program goals and outcomes, but on the quality of life, if they’re doing direct service, is that happening? 

Now if you are a volunteer aggregator or volunteer involving organization or a network of volunteer organizations, you might want to know whether volunteering itself has an impact on the volunteers themselves. So, whether it’s emotionally. Physically, there’s lots of health impacts. There are sometimes career impacts, so if you’re an organization with whom volunteerism or for whom volunteerism is a core mission element, then or a mission for volunteer organizations that. 

We often spend a lot of time working on volunteers, so we begin to think that volunteers are our mission. But for example, if you’re a food pantry, volunteers are not your mission. Helping people in need or helping people who have food insecurity is your mission. Not volunteerism, but there are organizations out there. 

If you work at a volunteer center for example, then volunteerism is your mission. And so, in that case then something you might want to learn is whether volunteerism has an impact on volunteers themselves. So, I’m a huge fan of keeping our set of volunteer impact metrics, short, sweet, and very powerful. 

So, choosing the most powerful, we’re doing two series training in our Volunteer Pro Impact this month where we’re talking about both how to set impact me metrics and how our volunteer, how our volunteer. Administrators can describe the impact to specific stakeholders, what matters to each stakeholder. 

So, this is in the Volunteer Pro Impact Lab. This August is our outcomes month. So, if you really want to deep training on this and be able to ask some questions and get some feedback on your outcome metrics during our monthly coaching call in August, join the Volunteer Pro Impact Lab. These are the things we do inside the community, and we have so many resources. 

We have a logic model template to describe your theory of change. We train you on how to use that. We have a workbook on how to not only brainstorm impact lab metrics, but also how to prioritize and assess to figure out which are going to have the most power. Lots of things inside the impact lab. I just, if need to know more, and you’re really working on this, I really encourage you to join us these are things that I’ve worked on for a long time.  

One of my first jobs in nonprofits was working in an employment and training program, and so we were very volunteer impact metrics, heavy and impact program impact metrics. Heavy in that organization. Employment and training have always been sort of a leader in creating these types of impact measures and just knowing the difference between outputs and outcomes and very outcomes oriented.  

So, let’s get back to what do you prove. So, you want to prove whether enough qualified volunteers are available and utilized whether volunteers have an impact on program goals and outcomes, whether volunteers have an impact on the quality of life of those they serve. And again, if you are a volunteer, if volunteerism is a mission, if you’re a volunteer center, for example, then the impact of volunteerism on volunteers themselves. 

So, there’s two real things to think about when you think about the, how you’re going to prove your volunteer impact. And one of them is to focus obviously on the impact on the end user. So, who is benefiting from the work that volunteers are putting forth. And then second, I always remind people that sometimes in the people business, it’s hard to track specific metrics. So, for example, in employment and training, it’s easy. Did someone find a job and what was their average wage and how long did they stay in that job? That’s cut and dried. But in other organizations like arts and culture, what’s the impact when somebody comes to a concert? 

And or go comes to a museum and is led by a docent or comes to a concert and enjoys their evening with their family or their significant other. So, what is the impact there? So often when we’re tracking impact, we also need to think about using surveys, perception surveys from those end users where we’re, we’re trying to figure out what the end user, how they feel about the benefit of that organization services. So, I always remind people that surveys are a really helpful tool. So, focusing on the impact of end users and plan to use surveys at some point, you’re probably going to must, so let’s talk about outputs versus impacts and what are the key differences.  

Not all metrics are created equal, and not all will give you the data you need to explain what’s happening to paint a, a good picture for key stakeholders, but also for you to make informed management decisions about any changes or improvements to you, what you’re doing in your programs. So, let’s talk outputs versus impacts, and let’s start with outputs. So, outputs describe what you do. 

So, they are the direct countable results of activities. They’re the tangible evidence of effort. They focus on quantity. Not necessarily quality or long-term effort or effect. They are immediate and short term. So, the examples in a volunteer context might be the number of volunteer hours logged, like 3000 hours were logged this quarter, or the number of food boxes packed, 12,000 or 2000 boxes distributed number of tutoring, tutoring sessions provided 150 sessions completed.  

Those are all. Outputs. Now, let’s talk about outputs versus impacts and compare those outputs with impacts. Impacts are what changes because of what you do. So, the definition of an impact is the broader lasting difference your outputs make in people’s lives, the community or the environment. They are more focused on. Impacts and outcomes are focused on long-term value. So, the timeframe for an outcome or an impact is medium to long-term. So, they can be more challenging to measure. I, I admit that, but. Again, you can use surveys to start to get a sense. I remember when we were in our, I volunteer for Master Garden. 

You’ve probably heard me talk about this before. We do a gardening tips live on Facebook during the gardening season, and we were trying to figure out. How much of value are we providing to the community when we’re on Facebook and we can’t see people’s faces? We don’t. We can see people in the chat sometimes, but usually we don’t come into contact very often with our listeners, and there are a lot of our listeners and viewers. 

So, what we did was we sent out, we posted a survey and asked, do you believe that your gardening has improved by listening to gardening tips live? Have you shared. Information with others because of gardening tips live. And then we asked, what was your level of gardening, beginning, intermediate, or advanced? 

And then we asked a few other questions, but you see how we’re getting at not, did you like, or did you enjoy gardening tips live? Uh, or do you join? How many gardening tips live episodes have you listened to? Those are outputs. Outcomes are more about. What happened? What transformed because of it? Did your garden improve? 

Did you learn something right? So, we really, and we learned that our folks were learning from what we were presenting. So that felt good. So, let’s go back to outputs versus outcomes and what changes. So, here’s some examples. In the volunteer context, 85% of students tutored improved reading levels by at least one grade. That’s awesome. 90% of families receiving food report improved food security. There you go. So, that’s a transformation in the end user. Another one, local litter reduced by 40% after volunteer led cleanup campaigns. So, you can see again how there’s a transformation. In the community or in the perception of community members or in actual concrete things like reading levels or grade levels. 

So, outcome metrics, outputs are fine, but outcomes are much more powerful. Let’s talk about why these outcomes are essential, and I want to give you some more examples in each of these areas. I’ve got five different areas, and I hope this will help you think about how you might build and deploy. And again, I absolutely encourage you to join the Volunteer Pro Impact PACT Labs so you can get help with this. 

This is something we. This is a sweet spot for us. It’s something we know very well. We’re very adept. In fact, when I do consult with my consulting clients and I develop a volunteer operations plan, I develop a set of outcome metrics for them, for different stakeholders, for different situations, but they are always focused on outcome versus output. 

All right, so let’s look at reason number one that volunteer. Outcomes are essential. So, they demonstrate value to stakeholders, and I led this episode with a call out that you know, hey, we’ve got to get good at this and fast. If our organization does not understand the impact of volunteers when they’re leveraged towards particular problems our organization is trying to solve, then. 

When times get tough, the organization makes a poor decision to remove volunteers. Now, I’m not saying every decision is poor, but when you think about the tremendous possibilities around volunteer engagement, you got to think about those decisions and think, is that the right way to go? Let’s start you. If we can demonstrate value to stakeholders tracking. 

Outcomes allow you to show donors, funders, board members, and community partners exactly how volunteers contribute to your mission. Clear impact data builds trust and justifies continued or increased investment. It also gives your grant writers some information and some powerful information to share in their grant applications. 

So, let me give you an example. A literacy nonprofit tracks 75 volunteers who delivered 1200 hours of tutoring resulting in 85% of students improving their read LO reading level by at least one grade. As I mentioned, we noted this one before. This data is presented in the annual report to funders and the board to illustrate program success and to justify grant renewal. 

So, there you go. There’s an example of demonstrating value to stakeholders by choosing outcomes versus outputs, and I’m, I’m really trying to give you specific examples in this episode of outputs versus outcomes, so that you’re able to really think this through and develop your own set. Second reason, it motivates and retains volunteers because volunteers want to know that their time matters. 

When you can recommunicate the real-world impact of their efforts, their lives, the lives that are changed, the resources that deliver that are delivered or the goals achieved. It really deepens their sense of purpose and satisfaction. That is why people volunteer. They volunteer to make a difference. 

So, you’ve got to be able to show them the difference that’s made, especially as a group. Volunteers often will see the difference they’re making in their day-to-day experience while they’re volunteering, but it’s so much power. Much more powerful. Well, maybe not, I don’t know. That could be debated, but it is additionally powerful. 

I will say, I think people’s personal experience and emotions can be very powerful, but, and I would say. You also want to help them understand how as a team at your organization, they’re making such a large impact together. So, here’s an example, a food bank, emails, quarterly updates to volunteers showing that their combined efforts distributed 250,000 pounds of food to 5,000 households. 

Volunteers report feeling con, more connected to the mission and proud to be part of the team. Not only are they having an output of 250,000 pounds of food, but the outcome, so output versus outcome, the outcome is that they feel more connected to the mission, and that would be tracked through a survey. 

There are also ways to communicate these in our communication. So, in our Facebook posts, in our LinkedIn posts, on our website, in our annual report, sometimes you might be saying, many students are struggling with reading. So, thinking about that example of tutoring. But to make this compelling, you might say something like, thanks to 75 dedicated volunteer tutors, 85% of participating students improve their reading level by at least one grade in just one school year. 

So, you see how you’re moving from the problem to showing the solution. Similarly, for the food bank example. Before you might be saying, hey, families in our community often went our go without enough to eat. So, you’re stating the problem, which is helpful, but you also want to show how you’re providing the solution. 

So, you might say, instead, because of our volunteers, 250,000 pounds of food reached over 5,000 households filling pantries and feel, feeling hope. But you might also to transform it from an output to an outcome. You might also talk about the percentage of customers who felt like, or families who felt like their food insecurity was reduced. 

So, you could see how we start to think differently about how we’re communicating. It’s great to track outcomes and we can reflect on them in our management decisions, but we also need to figure out how to communicate them in a compelling way. So, let’s take a quick break from my discussion of outputs versus outcomes. 

When I come back, I’m going to talk about three other reasons why volunteer outcomes are essential. I’m going to give you examples and then I’m going to give you some additional ways. Some examples of how to communicate these in a powerful way. So, we’ll be right back.  

VOLUNTEER PRO IMPACT LAB 

Hey, are you looking to upgrade and modernize your volunteer program? Or maybe you’re building one from scratch and you’re just not sure where to start. If so, we’ve got the perfect resource for you. The Volunteer Pro Impact Lab, having built several direct service programs from the ground up. I know that it doesn’t happen by accident. It’s a clear process that takes careful attention with a focus on impact. 

In the end, you need a system in place that’s clear, standardized, efficient, and that gets results. In addition, and maybe this is the most important, you need a volunteer program design that directly contributes to your organization’s most critical goals. That’s where the Volunteer Pro Impact Lab comes in. 

When it comes to effective volunteer engagement, our bespoke volunteer strategy Success path model, which is the heart of our resources and strategic advising, will help you transform your volunteer strategy from fundamental to a fully mature what’s working now approach and all in less time with our online assessment, you’ll quickly gain clarity on precisely where to focus your efforts and we’ll provide recommendations for the exact steps needed for sustainable growth regardless of how large or small your organization is, or what your cause impact area or focus is.  

Our program development and implementation support model will help you build a strong foundation so volunteerism can thrive at your good cause. If you’re interested in learning more, go to volpro.net/join and we’ll share how to get started and what’s involved.  

I’m back with my discussion of volunteer outputs versus outcomes. What’s the difference? Giving you some real-world examples and some ways to communicate them. So, let’s go on to example number three of outputs versus outcomes, where this is discussing outcomes. That help you improve your program quality. 

So, collecting outcome data helps you identify what’s working and where adjustments are needed, especially if you track your outcomes over time, so quarterly or monthly, and you start to look, you set goals, and you have a benchmark that you’re working from. So, your baseline and then you’re looking at your improvement. 

It enables you to improve volunteer roles, training, supervision, and processes based on real evidence, not just your assumptions. It’s very easy to listen to the squeaky wheel. Often, we think that the opinions or the actions of a very vocal few represent a large group, and oftentimes that’s just not the case. 

We often have a bias towards listening to those people who are loudest. It’s hard to ignore them, but that may not be represent what’s happening in your organization. So, let’s talk about an example. Of how you can use outcomes to improve your program. So, here’s an example. A wildlife rescue organization’s tracking shows that animals cared for by trained volunteer rehabilitators have a 20% higher survival rate than those cared for by untrained volunteers. This insight leads them to expand training and mentorship for new recruits. Now, it may be that you don’t want to do an AB test like this because you want all your animals to survive. So it may be that you are tracking what you did, what your outcomes were before your training was developed and deployed. 

Then track those outcomes after that training was deployed. And if there’s no change, then you’ve got to continue to improve your training. I wouldn’t recommend doing an AB test where some volunteers get training and some volunteers don’t. That’s not really where we’re at in terms of caring for wildlife. 

Right. And to communicate this, people might have been saying some rescued animals struggled to recover. Afterwards, we could say, with enhanced training for volunteer rehabilitators, survival rates for rescued wildlife increased by 20%, giving more animals a second chance at life. Now, think about this as a statement you might put at the top of a volunteer recruitment page. 

Or think about how you might use that statement where you’re talking about the types of trainings volunteers are going to get involved in. How powerful is that? I’m not a fan of putting a lot of data leading with a lot of data, but one statement like that is very compelling. Alright. Let’s look at number four, the reasons why volunteer outcomes are important, and outcome metrics are important. 

Strength, it strengthens your recruitment messaging as I’ve been talking about, right? I’ve been giving you some different messaging ideas. Compelling impact stories and statistics make your volunteer opportunities more attractive. When potential volunteers see the difference they could make, they’re more likely to sign up and engage. 

It’s also showing that you are an effective organization now. It’s very powerful. Also, to pair we often think of an either or qualitative or quantitative. Qualitative or is our stories, our testimonials, our case studies, those kinds of things. And quantitative are the numbers, so the outputs or outcome metrics that we share. 

You can use both and you can use them together. You could say, for example, instead of saying people in crisis, sometimes feel alone and do not know where to turn for help, you could say Our volunteers answered 10,000 calls last year, connecting 2,500 individuals with lifesaving help and support. And hope. 

And then you could say, here’s what one had to say about their work with a volunteer one client, or Here’s what a volunteer had to say about their experience. And then you share the story so you can absolutely pair. Quantitative and qualitative together. So, in this example, a crisis hotline promotes on social media and its volunteers answered over 10,000 calls, as we said, and connected to 2,500 or 25% of people with life-saving resources. 

And this will help. People understand the difference. Now, 25% may feel like a low number. Because people are like, why didn’t they give a hundred percent? Well, not everybody who calls Crisis Line needs quote unquote lifesaving support. So, you might want to, if you were to. Give this, if you were to share this metric, you might want to give examples of lifesaving support, which might be, we’re directly connected to a suicide prevention counselor real time, or we’re connected with housing. 

So those are lifesaving resources or we’re able to get connected with a local pantry to get some food. So, there’s different ways to. Embellish and help people see what that 25% is actually very important. You know, those 2,500 people needed lifesaving support. So that’s a lot of people. So, the other thing you can do to show impact and outcomes, to show that significance is to show the change over time. 

So maybe it started out as only 10%. Went up to 25% over six-month period. So that’s a difference. And that, and you can add that could only be done with the help of committed volunteers and highly trained volunteers. All right, let’s look at the fifth example of why. Outcomes are important that they, it supports strategic decision making. 

It supports, and you can analyze from your metrics, your management decisions, but it also supports strategic decision making. It helps your leaders allocate resources more wisely. It provides insight into which volunteer roles or initiatives deliver the most value and where to focus future efforts. So, it is a way of looking at value. 

And looking at where the real impact is happening, when. There is a strain on resources. Sometimes the answer isn’t shuttering the whole volunteer program. It is focusing energy and limited resources on the program that makes the most impact. And I know that’s hard to hear for folks, especially if they’re working in a program that been working in it for a long time. 

Love the volunteers involved, but sometimes our organizations must make very hard decisions. And this is a great way when you’re tracking impact, to really assess in which area are we making the most impact? And if we only have X number of resources, then maybe we should focus the entirety of our energy there or more of our energy there. 

So, here’s an example. A museum discovers that volunteer led tours generate 30% higher visitor satisfaction than self-guided visits. So, leadership decides to expand that volunteer docent program rather than invest. In more digital tour kiosks. So, there you go. That is a strategic decision made. So, it might be visitors explore. 

Our museum mostly on their own, through our self-guided visits. And you might instead say, volunteer led tours boosted visitor satisfaction by 30%. Inspiring leadership to expand the docent program and share even more stories. Here’s how to become a docent. So, there you go. You’re using this type of language in your recruitment. 

So, you’ve seen these different five different ways. The first way was demonstrating value to stakeholders, but when we’re looking at outputs versus outcomes, we want to lean in out into outcomes. Our outputs are more for our own internal information and if people want to have them and just to know capacity, but it’s more about what is the transformation that volunteers are bringing about? So here are the five reasons, again, that this is so important to be able to share with your stakeholders. One, it demonstrates value to those stakeholders about volunteers and volunteer involvement. It motivates and retains volunteers because they can see the meaning of their work as a team. 

It also improves program quality because you’re able to reflect on what’s working and what’s not. Working and you’re able to double down or make fixes. Fourth, it strengthens recruitment messaging. It gave you a lot of ideas on recruitment messaging and it, it also finally supports strategic decision making on the part of your organization, especially when they’re trying to figure out where to invest. 

So, one other thing I might recommend as you’re thinking about outputs versus outcomes is to create. Vol, a volunteer impact or outcomes graphic briefly. Sort of at a glance graphic where you not only track these outcomes, but you create a graphic that you can share on your website in impact reports in your own reporting. 

If you want to report date on a monthly or quarterly basis. Start to make it visual so that people don’t just have to read through a lot of texts, but they can look at a graphic, an infographic, and see those results quickly. So important to being able to communicate. Our information to stakeholders, and again, I’ll remind everybody that we’re doing work on this this month in the Impact Lab. 

So, if you’re interested in learning more about how to create outcome metrics, to get examples to use our tools, and then also start to learn how to communicate those impacts to stakeholders so that. You know, they really understand how volunteers are leveraged and how they make a difference, join us inside the Volunteer Pro Impact Lab. 

Our first session has already been posted, but all our sessions this month are in the replay recordings and all the handouts. And later in the month we’ll have a live coaching session and I’ll be asking folks to share what they’re doing around outcomes or outputs versus outcomes and what they want help on trying to figure out in terms of their set of outcomes metrics. 

So again, I’ve worked on this forever. My whole career, I’m a geek on a, because I feel that numbers are the language of leadership. So, if you’re not at the executive level yet in your organization, you’ve got to be able to talk their talk. And that talk is often numbers. You’re also supplying information that they can use to talk about why funding the volunteer efforts are so important. So, you’re really helping your entire organization when you are tracking outcomes in an effective way and communicating them in effective way. So, I hope this has helped. Have a great rest of your week if you’re joining us, midweek, if you’re on the weekend, I hope you’re enjoying your weekend. 

If you like this episode, I hope you’ll share it with a friend or colleague who could also use a little help around determining outputs versus outcomes. And if you would give us a rating, we would love a five-star rating. It helps us show up and get shown to people who are interested. Hope you have a great week. Join us next week on the Volunteer Nation. Same time, same place. Y’all take care.