Date

12-2021

Document Type

Capstone Project (Open Access)

Degree Name

Bachelor of Arts (B.A.)

Department

Health, Human Services and Public Policy

Major

Collaborative Health and Human Services

First Advisor

Andrea Ibessaine

Abstract

Community Bridges serves clients of all ages across Santa Cruz County through ten programs which address the needs of clients across different life stages. Serving a diverse change of client population it can become difficult to ensure client satisfaction and the agency mission is being fulfilled across all programs. The lack of a benchmark to measure overall client satisfaction does not allow for the agency to measure for discrepancies and build on continuous quality improvement. This capstone project will create a high quality client feedback loop that creates a centralized survey for the ten programs of Community Bridges. This will allow for a measure of client satisfaction that is consistent within all programs. Programs will then have the opportunity to review their results, implement appropriate changes based on feedback and present this feedback to clients. The final presentation of feedback to clients builds a trust between the agency and clients by allowing clients a voice in the agency. This capstone project creates an electronic survey and paper surveys to be used at all programs based on the Listen4Good structure and individual program needs. Feedback loops engage clients further than traditional feedback collection that does not let the client know what was done based on their feedback. It is recommended that all programs at Community Bridges launch surveys, collect feedback and engage in a high quality feedback loop at least once per year to improve services, ensure agency values are being held and build trust with clients.

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