Pathways to Independence

Who are the people you serve with your mission?

We serve single young women ages 18-35, with no dependents, who are pursuing higher education. The women we serve all come from backgrounds of surviving abuse, neglect, violence and homelessness.

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

SMS text surveys, Electronic surveys (by email, tablet, etc.), 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 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?

Due to a suggestion and obvious need pointed out by a current client, we created a COVID safe study lounge, a safe communal space for our clients to study, equipped with internet, coffee and snacks.

With whom is the organization sharing feedback?

Our staff, Our board,

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

They guide the process and guide the service delivery and expectations, both for us on how to serve clients better, and how to make our process more accessible to clients so they can utilize our program well.

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,