Assistance League of Santa Monica

Who are the people you serve with your mission?

Elementary through college students. Underserved populations such as the homeless.

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

Paper surveys, 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?

We were alerted to the fact that we had not considered supporting youth who had transitioned from foster care. We are now giving one or more college scholarships a year to these students, in cooperation with a program at Santa Monica College.

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?

We regularly share feedback with our large group of Thrift Shop customers. We want to make sure they understand that all of our shop profit goes to our philanthropies. We feel that many of our customers remain loyal customers because they understand our mission and support it.

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

We collect feedback from the people we serve at least annually, We aim to collect feedback from as many people we serve as possible, We look for patterns in feedback based on demographics (e.g., race, age, gender, 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, Most of our clients are children and their families. ,