Measuring Fairness: Using Client Feedback to Enhance Our Work

Measuring Fairness: Using Client Feedback to Enhance Our Work
Duration: 60 Minutes
Module 1Module 1
Recorded on: 2021-03-11
Unit 1Slide Deck: Measuring Fairness
Unit 2Transcript: Measuring Fairness
Unit 3Recording: Measuring Fairness
Unit 4Workbook: Measuring Fairness

There are performance indicators that can easily be measured for success – things like numbers of arrests, recidivism rate, or completed probation. But there are also more subjective metrics, like fairness. This webinar unpacks how a seemingly ambiguous concept relates to accomplishing concrete organizational goals and mission.

This sessions’ instructor is Emily LaGratta. She is a justice reform consultant and innovator working with criminal justice entities across the US. She is a national subject matter expert and previously served as the Director of Procedural Justice Initiatives at the Center for Court Innovation, working on topics of procedural justice and community justice.

The scope of the webinar include:

  • The public scrutiny that the criminal justice system is subjected to and the need to demonstrate the field’s value to the public.
  • What success looks like for an agency and how fairness links to these measures of success.
  • The concept of authority and just authority, superficial signals of authority, and what people view as legitimate basis of just authority.
  • What people look for which serve as their gauge for ‘just authority’ and what does it look and sound like in day-to-day transactions.
  • The importance of giving people a voice in the process and how this builds trust, legitimacy, fairness, and just authority.
  • The importance of giving people a chance to air their concerns and their side of the story, regardless of how it influences the outcomes.
  • The means to give people a voice in a systematic way – applying private sector strategies to the criminal justice field.
  • Some of the misconceptions why there tends to be a reluctance to ask for feedback.
  • The reality that feedback is already being solicited even without direct effort from the public sector entities.
  • The pilot conducted in partnership with Texas Municipal Courts Education Center on advancing fairness.
    • The straightforward and user-friendly format of the surveys.
    • The questions that were used in the survey.
    • The medium and tools used to collect the feedback.
    • Findings of the pilot that debunked the misconceptions and proved that people actually want to be heard and the feedback collected is actually valuable.
    • The costs of starting and maintaining the initiative.
  • The benefits of the feedback-collecting exercise in terms of promoting just authority and fairness, establishing a measure of success, and providing a comparative measure of success or a benchmark.
  • Action items that can easily be implemented in the effort to measure fairness within any organization.

Questions raised by the webinar attendees were on:

  • Analyzing the collected feedback.
  • Research and further information about procedural justice and procedural fairness.
  • The pros and cons of close-ended vs. open-ended questions.
  • Surveys for virtual court hearings.
  • Using feedback as direct input for performance review.


Other Webinars with This Speaker


Resources and Handouts



Audience Comments

  • “Just Authority means respect, understanding, neutral & without bias and a voice in the process.” — Deirdre
  • “Very good information presented nicely.” — Floyd
  • “Feedback is critical to any field if one intends to care about their profession. It is just as important to receive negative feedback as positive feedback. How are you truly going to know what is working and what isn’t? Not getting feedback doesn’t mean you’re doing your best work. Excellent presentation! Thank you!” — Kathy
  • “The presenter provided valuable and real examples of feedback and highlighted the importance of asking for feedback. Most agencies are afraid of negative reviews so it was good to hear ways to turn those into positive things that may generate conversations about change.” — Kelsey
  • “We all have areas we need to improve. By opening up lines of communication for feedback to flow through we can more easily pinpoint what areas are most needing improvement.” — Matthew


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