CHRISTEL HOUSE INTERNATIONAL, INC.

Who are the people you serve with your mission?

Christel House serves nearly 6,000 students, including students in our College & Careers program, at nine schools around the world with locations in India, Jamaica, Mexico, South Africa and the United States.

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, Community meetings/Town halls, Constituent (client or resident, etc.) advisory committees,

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?

Our College & Careers program offers support to our students as they prepare for graduation from high school and follows them through five years after graduation. Continuing education is a goal but Christel House also encourages vocational opportunities for students that may not want to move on to university studies. College & Career coordinators at each school train to improve their support of our students.

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?

It is empowering to our students we serve. As part of our character program, we encourage students to become self-sufficient leaders, in control of their opportunities.

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,