The Innocent Justice Foundation

Who are the people you serve with your mission?

We provide vicarious trauma mitigation training to law enforcement, first responders, and human services professionals who are exposed to traumatic material and events, or victim stories in their professions.

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

Electronic surveys (by email, tablet, etc.), Paper surveys, Suggestion box/email, Follow up discussions with presenters/commanders,

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 strengthen relationships with the people we serve, other,

What significant change resulted from feedback?

The COVID crisis has required our programs to offer more virtual trainings. We modeled our virtual trainings on our in-person trainings which allow for more time for personal interaction and discussion among attendees. We tried to get that kind of interaction in virtual, however, the feedback was that the virtual trainings were too long. We adjusted to meet the needs the best we can and edited where we could, but still keep an impactful program. We have been asked to provide a short training of about 1.5 hours. Finding it important to keep the integrity of what we teach in-tact, we will be providing two 1.5 hour webinars on specific topics to support the needs of some clients. In-person trainings are preferred by many of our clients, and we are moving to get back to those as we shift.

With whom is the organization sharing feedback?

Our staff, Our board, Our funders,

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

Historically, getting people to complete surveys isn't easy. We have shifted the way we are offering survey questions, and constantly looking for better ways to get the feedback. We have included survey questions within the virtual trainings as part of the participation activity, and tell our attendees that their answers help us to provide better programming for them. Often we find that those most engaged are willing to support this effort, and share our programs with others.

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

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,

What challenges does the organization face when collecting feedback?

It is difficult to get the people we serve to respond to requests for feedback, we are exploring new ways to collect feedback to encourage more participation,