FY 2020 and FY 2021Client Satisfaction Survey's were mailed out to consumers due to the Covid 19 pandamic.  This resulted in a lower return rate of surveys.  

In FY22 we were able to implement a hybrid model for handing out survey's.  Survey's were either mailed, handed out face to face or individuals were called on the phone to complete the survey.  As we switch to post pandemic times we are able to provide services in the setting that is comfortable for the client and their families. 

Supporting a focus on communication for the rationale of type and level of services with our clients. 

In terms of the survey we are constantly working toward increasing our response numbers.  Case managers physically handing the survey to clients as opposed to mail outs have helped in this endeavor. 

All Team Leaders are engaging in a Turn the Curve exercise with their teams regarding the FY21 consumer satisfaction results. The information is being gathered and centralized as part of an agency wide initiative to improve outcomes.