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Obj. 1 Measure 13: Percentage of individuals whose inquiry or complaint cases closed during the calendar year who also completed a service satisfaction questionnaire.

Human Rights
Description

People who receive services from the Office of Human Rights are asked to complete a service satisfaction questionnaire. This is the percentage of individuals whose inquiry or complaint cases closed within the calendar year who also 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 13: Percentage of individuals whose inquiry or complaint cases closed during the calendar year who also completed a service satisfaction questionnaire.
Chart
Bar chart with 2 data series.
The chart has 1 X axis displaying categories.
The chart has 1 Y axis displaying % of Individuals. Range: 0 to 100.
End of interactive chart.
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:

  • Client contact information changes or is no longer working
  • The client does not respond to repeated contact attempts by staff
  • Client is not interested in completing the questionnaire
  • Client does not understand the questionnaire
  • Contact with the client is so brief there is little context or opportunity for response

The methods by which the Office of Human Rights Staff have attempted to get questionnaire responses include (in order of most successful):

  1. Calling people and conducting the survey over the phone
  2. Asking people in-person when they complete services and are present at the office
  3. Sending people a link to an online Survey Monkey version of the questionnaire

Potential strategies for an improved response rate might include:

  • Asking more people to complete the questionnaire while they are in the office
  • Presenting people with the survey as soon as they walk in the office
  • Asking people to complete the survey before the case has closed


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.