This survey quesion is asked yearly to all of NCSS's consumers that are active as of July of that year.  Survey's are either hand delievered by staff, mailed out or called on the phone to have the survey completed.  NCSS saw a drop in percentages in this question during the Covid-19 pandemic.  This year, 2022, we saw a 4% increase as we begin to come out of the pandemic and start entering post pandaemic.  The drop of percentages during the pandemic was contributed to mandates stopping services face to face with clients and other health guidelines that needed to be followed.  As these restrictions relaxed satisfaction in this area increased.  Also during the pandemic survey's were only mailed to consumers home and this return rate was a lot smaller then years past. 

Implementing needs assessments that are comprehensive and easy for clients and consumers to understand (The Child and Adolescent Needs and Strengths and the Developmental Services Needs Assessment.)  This helps to identify client and consumer needs collaboratively to ensure needs are being addressed by all perspectives.

In terms of increasing response rates to the survey to help us receive as much feedback as possible, case managers physically handing it to clients as opposed to mail outs has proved helpful.

All Team Leaders are engaging in a Turn the Curve exercise with their teams regarding the FY22 consumer satisfaction results. The information is being gathered and centralized as part of an agency wide initiative to improve outcomes.