Miracle Hill Ministries, Inc.

Who are the people you serve with your mission?

We serve men, women, and children experiencing homelessness. We also serve men and women experiencing addiction or life-dominating issues. We also serve foster children licensing and training foster parents.

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, Board surveys where board members enter facilities unannounced and interview guests and staff.,

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 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?

In our Greenville Rescue Mission some guests were commenting that exercise equipment was old and outdated. On a board survey walkthrough that was noted and we purchased new, functional exercise equipment.

With whom is the organization sharing feedback?

Our staff, Our board,

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

It shows them that we genuinely care about them and their circumstances. It is empowering to guests when they share with us a need or something that they think should change and then it actually changes. It also builds relational equity between our guests, volunteers, and staff.

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 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 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,