| Obj. 1 Initiative 2: Develop and use a questionnaire to track service impacts and satisfaction of service recipients.Human Rights |
Description |
The Office of Human Rights (OHR) already collects quantitative data on individual cases, but it has not had a systematized way of collecting qualitative and impact data. The OHR staff have developed a service satisfaction questionnaire that can be used to track the quality of services provided to individuals seeking assistance with inquiries and complaints.
Why and What it Achieves |
The service satisfaction questionnaire will:
- Help OHR staff know whether they are meeting the needs of the people they serve
- Reveal potential deficiencies in service provision
- Allow for reporting to City Council and the general public on the impact of service provision
Status | |
CY2018
The Office of Human Rights Service Satisfaction Questionnaire is complete and in use. This questionnaire is used at the close of a case that is categorized as an inquiry or complaint. At the end of 2018, of the 74 closed cases,18 people had completed the questionnaire. Some people have not replied to requests for completed questionnaires. Others (whose cases closed due to staff being no longer able to reach them at the contact information provided at intake) will likely not be reached.
As we learn more about the challenges of seeking and gathering client feedback, we may refine our system of tracking requests for questionnaires. This may go hand-in-hand with the development of the new case management system.
CY2019
To date, the Office of Human Rights has not had the opportunity to solicit service satisfaction data from individuals whose cases closed in 2019. We intended to implement an outreach effort in early 2020 to contact all people whose cases had closed in 2019. A drastic increase in the number of people coming to the office along with insufficient staffing has made impact evaluation challenging. The increase in traffic alone provides anecdotal evidence that people may continue to see some value in the services provided by the office.
CY2020
Staff updated the questionnaire with the intent of contacting individuals for responses. Continued understaffing has made this impractical. In addition, having the same staff person who provided services also contact individuals for satisfaction data presents a conflict and may bias the individual's response. Staff hope to utilize volunteers and interns during the summer of 2021 to conduct the surveys, thereby creating a degree of separation from staff and potentially improving rate and quality of responses.