TRANSFORMATIONAL LIVING HOMES INCORPORATED

Who are the people you serve with your mission?

While Transformational Living Homes (TLH) serves people of all backgrounds, the primary beneficiaries of the proposed program are homeless, LGBTQ+ individuals, and those returning from incarceration. There are countless personal and systemic factors that prevent homeless people from surmounting their circumstances. This includes a lack of shelter, transportation, financial resources, education credentials, medical care, and general coping skills, among other resources. Exacerbating these risk factors are mental health and substance use disorders which generally plague homeless populations and make it even harder for them to access and receive the care they direly need.

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

Paper surveys, Case management notes, Suggestion box/email, Exit Interview,

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

What significant change resulted from feedback?

In one of our partner programs, new clients are on a thirty day no-movement requirement upon arrival. Per feedback and observation, it was discovered that members just beginning their sobriety needed a bit more support. Since they are not allowed to leave the property to attend public support meetings for the first thirty days of their stay, TLH began an on-site support group, specifically for those new to outpatient treatment.

With whom is the organization sharing feedback?

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

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

Our connection with clients was strengthened, and the family-style dynamic we value was reinforced.

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

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 ask the people who gave us feedback how well they think we responded,

What challenges does the organization face when collecting feedback?

It is difficult to get the people we serve to respond to requests for feedback, It is difficult to get honest feedback from the people we serve,