2019 Performance Measurement and 

Management Report Summary


This report summarizes our efforts in 2019 to fulfill our mission which is to provide opportunities for people with disabilities and employment barriers to build independence through employment.

Goodwill is dedicated to a process of continuous improvement and utilizes these results to set our next year’s targets.

Measurement data is collected for all departments.  The key areas for Employment Services include Effectiveness of Services, Efficiency of Services, Satisfaction with Service Delivery and Service Access.



Performance Target


Effectiveness of Services

35% of clients will receive employment


Effectiveness of Services

70% of clients will maintain employment


Efficiency of Services

165 days for clients to become employed

156 days

Satisfaction with Service Delivery

96% of clients will have satisfaction with services


Satisfaction with Service Delivery

80% of clients will return surveys


Service Access

10 days from referral to entry

12.5 days

The following chart summarizes additional outcomes for Employment Services and other key business functions:


Total number of persons served


Wage range for persons served


Projected wages for persons served


% of employees with disabilities or barriers to employment


Payroll taxes paid


Wages earned by employees with disabilities or barriers to employment



Sales tax remitted to State of Indiana


Pounds of e-waste recycled


Pounds of other goods recycled


% Fund raising expense


% Management and general expense


% Operating revenue spent for programs and related costs


The complete report can be obtained by contacting Randy Wolf at randyw@fwgoodwill.org or  260-478-7617 ext. 1019.