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Client Surveys: The current method for assessing client satisfaction with DSFRC is a hard copy survey that is half profile/demographic information, such as family age range, income, race, education, etc., and half service evaluation on very broad categories. The questions on the current survey only address overall Center performance and do not address client satisfaction with specific services received that day. Because of this, DSFRC can't trace client reactions to any of the Center's current programs or meaningfully track changes over time. These surveys are conducted whenever the Center sees the need (irregularly) and the results are informally and loosely summarized and reported in staff meetings. No formal client survey results were available for review. Effective client satisfaction surveys are imperative because: • They show where programs and customer service is strong • They identify areas needing improvement • They can show trends in improved service • They can show trends in increased usage • They can collect valuable ideas for needed services • They can provide valuable demographic information on populations in need And most importantly, information gleaned from an effective client survey can be invaluable as a tool in securing funding. Results can point to areas of need as well as service success, both of which can powerfully support requests for funding. DSFRC's current client satisfaction survey system needs improvement. Because having accurate information on the needs of clients and their satisfaction with Center services can greatly impact funding (which is key to an agency's sustainability), DSFRC should upgrade its survey system. The new survey process should poll clients in great-enough numbers to ensure DSFRC's ability to notice trends in comments (rather than single instances of positive/negative feedback). Ideally, these assessments can be treated as exit surveys to be collected from everyone willing to participate, for one month out of each quarter, or for whatever duration and frequency the Center deems valid and practical (but on a regular schedule). The exit survey option should be presented to clients in such a way as to encourage them to participate and make it easy for them to do so. Please see Appendix C: Revising DSFRC's Client Survey for an alternative survey and recommendations for the survey process. Measuring Long Term Impact Other-ways of measuring DSFRC's effectiveness would be to gauge clients' stability and improvement in life conditions and then tie this to the Center's support in some manner. Significant life-condition variables may include employment status, housing status, etc. In the mid 90's and continuing for several years, DSFRC took a multidisciplinary approach to try to tie Center usage to improved life conditions. DSFRC selected 4-5 life sustainability Study: Davis street Family Resource Center - 4/08 Page 17 of 96