GEORGES MALAIKA FOUNDATION INCORPORATED

Who are the people you serve with your mission?

Congolese people who live in or near the village of Kalebuka, an impoverished area in southern DRC.

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

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

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

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, To understand people's needs and how we can help them achieve their goals,

What significant change resulted from feedback?

We have continuously adapted our programs based on both community surveys and our community and parent councils. We recently launched a new program that was requested by the community members. We also launched a COVID-19 emergency food and supply distribution program after the community suffered financially and needed additional support during lockdowns. We just completed our most recent community survey and are reviewing the results to see what changes we need to make to our programming and what additional services the community has requested.

With whom is the organization sharing feedback?

The people we serve, Our staff, Our board,

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

Since our inception, we have worked with the community to build a program and services that they want and need. Therefore it hasn't changed our approach but what is has done is strengthened our relationship with them and make it clear that Malaika is here to help them achieve their vision for their community, not impose our vision onto them.

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

We collect feedback from the people we serve at least annually, We take steps to get feedback from marginalized or under-represented people, We aim to collect feedback from as many people we serve as possible, We take steps to ensure people feel comfortable being honest with us, We look for patterns in feedback based on demographics (e.g., race, age, gender, etc.), 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, We ask the people who gave us feedback how well they think we responded,

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,