Community Support Program Division and 2 more...less...

WCMHS Community Support Program

How Well Did We Do It- CSP

CSP: Client Satisfaction- % Clients Believe I Received The Help I Needed, by FY

92%FY 2020

Line Bar
Story Behind the Curve

Updated by: Lynn Jones

Last Updated: October 28, 2019


WCMHS administered its 8th Client Satisfaction Survey in May 2019 (5/20/19 - 6/7/2019) across 5 agency divisions. This administration was implemented in coordination with the School Based Client Satisfaction Survey to help alleviate the issue of survey fatigue. The School Based Survey incorporated the same core questions as the general WCMHS Client Satisfaction Survey in accordance with the Statewide Unified Satisfaction Survey. For fidelity of the survey all clients/consumers were asked the same six questions as all other Designated Agencies: "I received the help I needed", "I received the services that were right for me", "Staff treated me with respect", "The services I received made a difference", "My quality of life has improved as a result of the services I received", and "I would recommend this program to a friend or colleague." An additional question was added for Developmental Services recipients only, "I like where I live."  Consumers were asked to respond to 12 questions assessing agency and staff quality as well as a rating their experience of the services they received using a 5-point Likert scale. These 12 questions were followed with 1 question asking for the likelihood to recommend WCMHS to a friend or a colleague using a 0-10 scale and a write-in comment section.


   571      Agency –wide (5/20/19 – 6/7/19)

+ 120     CYFS School Based Services (May 2019)

  691       Total = [691 Agency-wide surveys collected/3961 unique clients served = ~17.44% response rate]

Overall, 81.17% of CSP respondents provided a positive response (6-10 on increasing scale) to the question, "I would recommend this program to a friend or colleague."

"Extremely Likely" (10)-45.88% (9)-18.82%

FY 18:

745 Total Respondents agency wide = [745 Agency surveys collected/4276 unique Agency clients served = ~17.42% Agency response rate]

63 Total Respondents CSP= [63 CSP surveys collected/351 unique CSP clients served = ~17.94% CSP response rate]

Overall, 92.06% respondents believe "I received the help I needed": Strongly Agree- 57.14% and Agree- 34.92%.


573 Total = [573 surveys collected/3,892 unique clients served = ~14.72% response rate]

Overall, 84.04% respondents believe "I received the help I needed": Strongly Agree- 45.26% and Agree- 37.89%.


796 Total = 20% response rate.

For CSP, the # of surveys collected increased from 53 to 95.

Overall, 89% respondents believe "I received the help I needed": Strongly Agree- 60.38% and Agree- 28.30%.

CSP Collection Results
FY 15 92
FY 16 53
FY 17 95 (up 79%)
FY 18 63

WCMHS' client satisfaction survey is administered in accordance with Vermont Care Partner's United Consumer Satisfaction survey. Survey questions were created and vetted through The VT Council's Outcomes Group, that worked together to write one evaluation tool that was used across the DA's.

The outcomes and successful survey administration could not be possible without the dedicated WCMHS staff that work either directly with clients or through administrative and/or leadership roles, as well as a Quality Assurance Coordinator who oversees the administration process.

What Works

To standardize measures, outcome definitions and survey tools, the VT Council Outcomes Group has coordinated the dissemination of the Client Satisfaction Survey for all DA's. This approach works as it helps our agencies, as a system of care, talk about the work that we do in a unified and meaningful way.

At WCMHS, in order to facilitate participation, surveys were disseminated across the agency and were created and administered with specific respect for each of our 6 unique Divisions. Within the Community Support Program division, paper copies were provided within the waiting room area. Case Management staff were also encouraged to provide copies of the survey to the people they serve during home/community contacts. A computer kiosk and paper copies were also provided to CSP clients within our building housing psychiatric staff. During the administration period, front office staff requested each person who came into the office for services to complete the survey.

All answers remained anonymous; however, staff provided assistance to respondents when appropriate and requested. Our survey design in particular also seems to work well for a successful administration: A one-page, colorful, illustrated survey for ease of participation.

Action Plan

WCMHS will continue to work with the VT Council's Outcome Group to obtain guidance and support surrounding survey administration and with meeting our goal of increasing response rates.

Scorecard Result Container Indicator Measure Action Actual Value Target Value Tag S R I P PM A m/d/yy m/d/yyyy