Meals on Wheels Plus, Inc.

Who are the people you serve with your mission?

Frail Seniors and Adults ages 18 to 60 with one or more disabilities who are unable to provide balanced meals for themselves and need this service. Individuals needing home delivered meals are served regardless of their financial status. Those able to make a donation for the service are asked to do so. However, about 90% of those served are low income and are unable to make a donation. They receive the meals free of charge.

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?

During COVID-19 we modified some of the delivery methods. Clients were sent information from time to time informing them that the cooks, staff and volunteers were wearing masks, staying home when sick, etc. They were also given options for delivery of meals that dramatically reduced direct contact with the delivery volunteers. Rather than the volunteer handing the meal to clients, the meal could be placed on a table or chair outside the front door. Or placed in a plastic bag with handles and hung on the door knob. The volunteer would then ring the doorbell or knock and step back six feet. They would wait until the client came to the door to get their meal before leaving. If the client did not come to the door, they would try to reach them by phone.

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 act on the feedback we receive

What challenges does the organization face when collecting feedback?

It is hard to come up with good questions to ask people, It is difficult to identify actionable feedback