| Obj. 1 Measure 12: Total number of individuals whose inquiry or complaint cases closed during the calendar year who complete a service satisfaction questionnaire.Human Rights |
Description |
People who receive inquiry or complaint related services from the Office of Human Rights are asked to complete a Service Satisfaction Questionnaire at the closure of the case. This is a count of the total number of people within the calendar year who completed the Service Satisfaction Questionnaire.
A glossary of terms used in all measures can be found in the Charlottesville Office of Human Rights Data Dictionary. This document can be downloaded as a PDF from the Attachments section in the Office of Human Rights Scorecard Overview.
Obj. 1 Measure 12: Total number of individuals served who complete a service satisfaction questionnaire. |
Analysis | |
CY2014 through CY2017
The Office of Human Rights did not use a service satisfaction questionnaire during this period.
CY2018
This is the first year the Office of Human Rights used a service satisfaction questionnaire to follow-up with clients with an inquiry or complaint case that was closed by the end of the calendar year.
Several barriers prevent a 100% response rate for all closed cases, including the following:
The methods by which the Office of Human Rights Staff have attempted to get questionnaire responses include (in order of most successful):
Potential strategies for an improved response rate might include:
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
While satisfaction questionnaires would undoubtedly yield helpful information regarding the impact of the OHR's work, with only a single staff person in the office, the OHR has been too understaffed to prioritize this activity over other duties. There is some potential for completion of this objective with support from volunteer interns during the summer of 2021.