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Continuous Feedback: Executive Summary


The Joint Center
for Policy Research at Lorain Community College, who
actually performs the interviews for our continuous improvement surveys, is
involved in assisting us in refining data resulting from the Continuous
Improvement Surveys. The Center completed a total of 1,486 correlations from
our three years worth of data. From these correlations, they determined the
primary areas being measured by our questions as:


  • Respect: The ability of LCCS personnel (primarily case
    workers) to treat clients with respect. A variety of questions related to
    respect among Active Cases, Closed Cases, Foster Parents, & GAL’s
  • Communication: Invitation to attend meetings (Closed
    Cases & Foster Parents); Adequacy of notice when receiving/removing
    child (Foster Parents); Ongoing communication and continuous planning with
    clients (Community Agencies & GAL’s); agency communication with
    workers (LCCS Personnel)
  • Helpfulness/Support: Helpfulness of caseworkers (Active
    Cases); LCCS support in carrying out visitation plans (Foster Parents).
  • Agreement: With case workers and case plans (Active Cases
    & Closed Cases)
  • Image: Perception of LCCS in general community
    (Community Agencies & GAL’s); Responsiveness of LCCS to community
    needs (Community Agencies); Responsiveness of LCCS to client
    needs/requests (GAL’s); Overall rating of LCCS as a service provider
    (Community Agencies & GAL’s)
  • Other: Convenience of visitation plans/schedules
    (Active Cases); Adequacy of times for meetings with caseworkers (Closed
    Cases); Clients access to information and assistance (Foster Parents);
    Adequacy of business hours for clients (LCCS Personnel)


The
next step for the Joint Center personnel will be
to conduct a further statistical analysis of these primary areas and determine
how the agency is doing in each of these areas. This is done by creating
indices or composite scores from the questions that are related to each of the
primary areas. Once this is completed, correlations will be provided as part of
the semi-annual Aggregate Report. Since the Aggregate Report provides the
statistically significant information–the changes over time and the
correlations will depict how the agency is doing, we decided to eliminate the
quarterly reports and move to an Executive Summary on a twice yearly basis.


Consequently,
in 2001, we will be in a position to glean information and take action based on
quantitative data resulting from our Continuous Feedback Surveys.


In
lieu of more refined statistical data, the following summary information from
the current survey may be helpful for agency planning purposes. Note that the
small numbers of participants means that conclusions are difficult or
inappropriate on a single quarter basis. Rather, the data become meaningful
over time as the volume of data increases.


Active
Clients-7


     Although a small number were surveyed,
their overall ratings were in the percent range of previous clients surveyed.


·      
28% of active clients were initially
contacted by an on-going protective caseworker within a week.


·      
43 % of active clients self-initiated
contact with their newly assigned on-going protective caseworker. This was a
higher percentage then in previous quarters.


·      
43% answered they were provided an LCCS
pamphlet that describes their rights, while 57 % indicated they understood
their rights.


·      
86% felt they were treated with respect
by the agency overall.


·      
57% responded their caseworkers offered
to help with their needs outside of agency hours; 86% understood their case
plan and felt their caseworker was helpful to them and followed through on what
they say they would do.


·      
86% rated agency provision of services
good to excellent, and would contact the agency in the future, if needed.


Closed cases-12


·      
83% were not involved beyond Intake


·      
81% felt they were treated with respect
by the agency overall.


Foster Parents-30


·      
90% rated their training good and
excellent.


·      
90% felt they were treated with respect
by the agency overall.


·      
On a scale of 0 to 10, where 0 is
extremely poor and 10 is extremely good, the caseworker’s ability to help their
foster children was rated at 7.50; the caseworker’s ability to help them was
rated 7.58.


·      
80% rated the services of the agency as
good and excellent.


Guardians ad Litem-11


·      
91% felt they were treated with respect
by the agency overall.


·      
On a scale of 0 to 10, where 0 is
extremely poor and 10 is extremely good, on-going communications was rated as a
5, continuous planning with them was rated as 4.0, responsiveness by LCCS was
rated 6.2, and overall the agency was rated at 6.6 as a service provider.


·      
55% rated the agency services as good
and excellent.


Community Agencies-9


·      
On a scale of 0 to 10, where 0 is
extremely poor and 10 is extremely good, on-going communication was rated 7.2,
continuous planning was rated 5.8, responsiveness 6.6, LCCS as a service
provider 6.9, and general perception in the community 5.3.


Permanent Custody Children, Temporary
and Long Term Care Children-16


·      
All the children surveyed feel they are
treated with respect and the agency has helped to protect them. They rate
services provided by the agency as good and excellent.


Board Members-5


·      
Rated the agency as very responsive (40%)
and the agency responsiveness (60%) to possible modification of organization
activities, personnel or structure in response to community needs.


·      
60% were provided orientation when they
became a Board Member.


·      
80% rated communication between the
Board, CEO and personnel as good.


·      
80% of the respondents rated use of
their talents & skills as average and good in the areas of needs
assessment, finance, oversight, policy oversight, resource development and
advocacy on behalf of clients.


·      
100% rated use of their skills and
talents as good and average in the areas of advocacy on behalf of the
organization, relations with the community and evaluating organization
performance.


Adoptive Parents-2


·      
100% rated agency provision of services
as excellent.


·      
On a scale of 0 to 10, where 0 is not
helpful at all and 10 is extremely helpful, caseworkers in Family Based Care
who handle the adoption from preparation for the child’s placement thru
finalization of the adoption were rated 9.


Agency personnel-54


·      
87% rated working for the agency as
good and excellent.


·      
On a scale of 0 to 10, where 0 is
extremely poor and 10 is extremely good, personnel rated agency response to
matters of concern as 8.87, agency response to new ideas or suggestions as
7.38, teamwork among staff in the agency as 6.75, and overall agency
communication with workers as 6.32.


Copies
of the entire survey are distributed to all management personnel and are
available to all personnel on the internal agency computer. Results of surveys
are routinely discussed at Oversight Committee meetings and at that meeting,
areas are selected for specific attention. (If you would like to know more
about this survey process, feel free to contact
JanetSchrott@ChildrenServices.org, Sdavis@LorainCCC.edu, or
TmcCoy@LorainCCC.edu.)





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