Wichita Falls Faith Mission, Inc.

Who are the people you serve with your mission?

Homeless individuals and families, men and women with addictions and men and women needing job readiness.

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

Focus groups or interviews (by phone or in person), Case management notes, 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 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?

It was brought to our attention that the women were not getting opportunities for on-the-job training in our job readiness program. We made a change in our model to include 3 days per week O.J.T. at our Resale Operations. We improved our menu as a result of some complaints but mostly from some constructive suggestions from the clients.We changed our policy for facial hair for men as a result of suggestions by the men in the addiction recovery program. We added day labor opportunities for the women in the addiction recovery program so they could have some spending money.

With whom is the organization sharing feedback?

Our staff, Our board,

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

We have always done this, so not much has changed. Our whole approach to what we do is centered on listening. Thus, "Every person has a story and every story matters to God" is our motto.

Which of the following feedback practices does your organization routinely carry out?

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?

It is difficult to get the people we serve to respond to requests for feedback, It is difficult to get honest feedback from the people we serve,