New American Pathways, Inc.

Who are the people you serve with your mission?

New American Pathways (New AP) has a mission to help refugees and Georgia thrive. We provide a continuum of services that support new Americans on their individual pathways from the moment of their arrival in Georgia throughout their journey to citizenship. We serve 3,000+ new Americans each year, providing the necessary tools to rebuild their lives and achieve long-term success with programs that focus on four key milestones along the pathway: Safety & Stability, Self-Sufficiency, Success, and Service. Our vision is for new Americans in metro Atlanta to become successful, contributing, and welcomed members of Georgia’s communities through six direct service departments: Resettlement&Resource Navigation, Adult Education, Family Empowerment, Education&Youth Immigration and Civic Engagement

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

Electronic surveys (by email, tablet, etc.), Paper surveys, Focus groups or interviews (by phone or in person), Case management notes, 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 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?

Refugee women often face significant challenges to early integration into American society. In many situations, men are the primary earners. Once refugee families have settled into their new apartments, attended cultural orientation, become familiar with their community, the husband is working and the children are attending school, the wife’s interaction with New AP might end. In 2021, we launched the Empowering Refugee Women program dedicated to helping refugee women find employment that worked for their family needs and provide a living wage. The program places emphasis on financial literacy, case work and coaching to help refugee women find financial and economic success along with targeted career development assistance to refugee women with a full range of English skills

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?

New AP works to ensure that participants are centered in our work and have a voice in decision making in multiple ways. We recruit board, staff, and volunteers from the communities we serve. Key New AP programs engage advisory and alumni groups in annual planning processes. We conduct an annual participant feedback process that includes focus groups, interviews, and surveys from every direct service department. Our team engages in an annual planning retreat where we review trends, participant feedback, and organizational data. Each team sets annual goals and the organization uses an organization wide dashboard to monitor progress on a quarterly basis. We also conduct external third-party evaluations on key programs. All of these processes are used to refine and improve our work.

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 any major challenges to collecting feedback,