Tigray Disaster Relief Fund

Who are the people you serve with your mission?

The people that we serve are ethnic Tigrayans that reside either in the diaspora or in Tigray, Northern Ethiopia.

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), 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 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?

One of the feedback we received from the people we served was the need for the organization to reach out to the different organizations and collaborate to serve the same population we serve. We have been going through a rebranding process, with a logo design and a building of a brand new website to make ourselves more accessible and inform the public about the work we do. We also have been reaching out to similar organizations for collaboration on short and long-term projects.

With whom is the organization sharing feedback?

The people we serve, Our staff, Our board, Our funders, Our community partners,

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

Asking for feedback from the people that we serve has made our relationship stronger. The feedback helped identify how people see the organization, and based on the feedback we obtained, we have been working on strategic goals to make sure we do capacity building.

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, 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 identify actionable feedback,