Florida Justice Center, Inc.

Who are the people you serve with your mission?

Florida Justice Center serves all low-income individuals who have had some form of contact with the criminal justice system.

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

Electronic surveys (by email, tablet, etc.), Case management notes, Community meetings/Town halls, Suggestion box/email,

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

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?

This year we conducted a community second chance event (legal and social service clinic) in an area that has large Haitian and Hispanic/Latinx communities. We found turnout from those groups was lower than expected despite having flyers in Kreyole/Haitian Creole and Spanish. By speaking with partner organizations and community members we found that since it was a new geographic area for our organization, those populations did not have our trust and did not show up. For future events with large non-English speaking and immigrant populations, we would work more with partner organizations that are trusted in those neighborhoods to do outreach for the events.

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?

Due to the transparency of our organization, we have found great feedback from partner organizations and funders who get detailed reports on services rendered, demographic information, and areas of improvement. In particular regard to our clients, they have appreciated our transparency and it has led them to support our organization in the community and has also led to changes in our service offerings. We have stopped several services we once provided and added new services due to client feedback.

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 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, It is difficult to find the ongoing funding to support feedback collection, Staff find it hard to prioritize feedback collection and review due to lack of time,