ONSLOW LITERACY COUNCIL INC

Who are the people you serve with your mission?

We help all adults age 16 and above. We work towards empowering adults with the ability to read and write in order to achieve their full potential as individuals, as employees, as parents, and as members of the community at large. ​Through our ProLiteracy based curriculum that is specially curated for adult learning, we are able to meet the needs of our students and offer them guidance in literacy, writing, basic math, pre-high school equivalency, life skills, English as a Second Language (ESL), and citizenship.

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), Case management notes, Google, Facebook messenger,

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?

We are all volunteers and we did not have anybody staying in the office full time, attending the phone or meeting learners anytime without appointments. We got a feedback that we were hard to reach, so we have been working towards having somebody in the office most days as well as a person to attend to the phone.

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?

They felt that they were an important part of our Organization and were appreciated and we were working towards their best interests.

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

We collect feedback from the people we serve at least annually, 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 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 any major challenges to collecting feedback,