QUILTS OF VALOR FOUNDATION

Who are the people you serve with your mission?

We serve veterans and service members touched by war.

How is your organization collecting feedback from the people you serve?

Electronic surveys (by email, tablet, etc.), Focus groups or interviews (by phone or in person), Community meetings/Town halls, Constituent (client or resident, etc.) advisory committees, Suggestion box/email,

How is your organization using feedback from the people you serve?

To identify and remedy poor client service experiences, To identify bright spots and enhance positive service experiences, To make fundamental changes to our programs and/or operations, To inform the development of new programs/projects, To identify where we are less inclusive or equitable across demographic groups, To strengthen relationships with the people we serve,

What significant change resulted from feedback?

Historically, we have held an annual conference/convention and invited paid and volunteer speakers to teach and inspire our volunteers. organizing such a large meeting is expensive, and our volunteer base who are not financially able to bear the cost of travel were unable to participate. In 2021, we have moved to virtual meetings and conferences to bring in more training and participation opportunities among our volunteers. This will better meet the needs of our organization in the fulfillment of the mission and save approximately $25,000 in expenses annually.

With whom is the organization sharing feedback?

The people we serve, Our staff, Our board, Our funders, Our community partners,

How has asking for feedback from the people you serve changed your relationship?

Sharing feedback with our members allows our members to know that we hear them. Our volunteers are the backbone of our Foundation.

Which of the following feedback practices does your organization routinely carry out?

We take steps to ensure people feel comfortable being honest with us, We look for patterns in feedback based on people’s interactions with us (e.g., site, frequency of service, etc.), We engage the people who provide feedback in looking for ways we can improve in response, We act on the feedback we receive, We tell the people who gave us feedback how we acted on their feedback,

What challenges does the organization face when collecting feedback?

We don’t have the right technology to collect and aggregate feedback efficiently, It is difficult to find the ongoing funding to support feedback collection, Staff find it hard to prioritize feedback collection and review due to lack of time,