THE TVRC EDUCATION FOUNDATION INC

Who are the people you serve with your mission?

Campers, Families, Program and frontline staff

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

Electronic surveys (by email, tablet, etc.), Suggestion box/email, open door policies,

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 solve problems as they arise, To understand people's needs and how we can help them achieve their goals,

What significant change resulted from feedback?

A recent suggestion in our "comment box" indicated that staff members didn't feel "heard" by a specific leadership team member. That member was excited and exhilarated to take some additional leadership training, and to specifically focus on holding/hosting opportunities for staff to connect with this leader and to work collaboratively to solve problems.

With whom is the organization sharing feedback?

The people we serve, Our staff, Our board,

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

It has allows them to be more comfortable talking about issues like gender identity, sexual orientation and diversity. Many of the people we serve are still somewhat closed minded about these issues, but its at least starting the conversation. Its also shown us as a staff and board that we don't have all the answers and that we need to do some of our own work to understand our situations and other points of view.

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,

What challenges does the organization face when collecting feedback?

It is difficult to get the people we serve to respond to requests for feedback, The people we serve tell us they find data collection burdensome, It is hard to come up with good questions to ask people, It is difficult to get honest feedback from the people we serve, It is difficult to identify actionable feedback, Due to the cyclical nature of our program, its hard for us to collect feedback more than once a year,