Stakeholder Satisfaction
Indicator:
 |
|
|
Maximize stakeholder
satisfaction scores. |
|
|
|
|
|
Target:
|
90% of the stakeholders will
report overall satisfaction |
|
Measurement Tool:
|
Satisfaction Survey |
|
Reporting Period:
|
October 1 - September 30
|
|
The Coordinator of Support Services
will generate surveys to the Funders of ARC Broward, Inc. programs and to
the Support Coordinators and obtain and compile results each September.
Data will be calculated by dividing
the number of stakeholders who report satisfaction by the total number of
survey respondents and multiplying by 100 to obtain the percentage of
stakeholders who report overall satisfaction.
The analysis will include an
examination of performance in relation to targeted outcome and past performance;
significant variables, if any, which may correlate with performance; and
a follow up plan outlining action steps for improved performance, where
indicated. Responses to survey questions will be examined to obtain specific
input that will be directly applied to the quality improvement plan. The
reports will be submitted to the Director of Program Services annually by
November 1 and will be shared with individuals served, staff members, the
Board of Directors and stakeholders.
Results:
MEASURE |
GOAL |
RESULTS |
Maximize stakeholder satisfaction
|
90% |
77% |
Analysis of Findings:
Surveys were mailed to five funders
and forty-seven Support Coordinators; two funders (40%) and twenty Support
Coordinators (43%) responded. One hundred percent of the funders who responded
reported overall satisfaction with descriptive responses including:
|
|
 |
"I appreciate working with
ARC Staff as they are consistently responsive and professional." |
|
"Definitely exceeds contract
and regulatory requirements…not only were the individuals placed quickly,
they were placed in jobs that they were capable of performing and that they
enjoy." |
Seventy-five percent (75%) of
the Support Coordinators who responded reported overall satisfaction with
descriptive responses including:
|
|
|
"Nurse is excellent and gives
good service and attention to consumers; also, good feedback with Social
Service Specialists." |
|
"IPP can be six months behind
in typing. IPP dates and times: Support Coordinator does not have sufficient
time to schedule and, at times, ARC won't reschedule. Getting better though."
|
|
Consumers would also like
an academic content part of their day. They love computers and want to learn
them. Also, reading, math would help enhance job skills if they want to further
their careers." |
|
"Consumers need appropriate
activities during down time. Need academic activities - computer, exercise
program, therapies." |
|
"Need more variety in community
activities and less staff changes." |
|
"Need more job coach follow
up." |
|
"I look forward to working
with more providers from ARC but response so far has been very good. [Team
leader] has gone out of his way to accommodate me. Thanks." |
|
"Phone calls [are] not returned
in a timely manner." |
|
"Psychiatric Reviews are
very short and not client-centered." |
|
"Intake Coordinator not sure
of info or who to obtain it from." |
|
"Consumers need to be more
involved [in IPP process]. IPP's are not personalized enough." |
|
"Down time needs more structure
to provide better services for personal growth." |
These areas have been addressed
through restructuring of Adult Services Division, revision in the Individual
Program Planning process as described below, and training and supervision
of team members regarding professionalism and follow through. ARC Broward
continues to foster effective, professional relations with its stakeholders.
ARC sponsors quarterly parent meetings, monthly parent leadership meetings
and monthly Support Coordinator events. The agency is also in the process
of planning a social event for its funders.
Individual Program Planning
Satisfaction:
|
|
|
Maximize individual program
planning satisfaction scores. |
|
|
|
|
|
Target:
|
90% of individuals will report
overall satisfaction |
|
Measurement Tool:
|
Satisfaction Survey |
|
Reporting Period:
|
October 1 - September 30
|
|
The Social Service Specialists
will generate surveys to each individual following each individual's planning
meeting. The Coordinator of Support Services will compile and analyze the
results for each team as well as comprehensively for the agency each September.
Data will be calculated on each
survey question by dividing the number of individuals who report satisfaction
by the total number of survey respondents and multiplying by 100 to obtain
the percentage of individuals who report overall satisfaction.
The analysis will include an
examination of performance in relation to targeted outcome and past performance;
significant variables, if any, which may correlate with performance; and
a follow up plan outlining action steps for improved performance, where
indicated. Responses to survey questions will be examined to obtain specific
input that will be directly applied to the quality improvement plan. The
reports will be submitted to the Director of Program Services annually by
November 1 and will be shared with individuals served, staff members, the
Board of Directors and stakeholders.
Results:
MEASURE |
RESULTS |
| |
Preschool |
TIP |
BARC |
Team 8 |
Team 9 |
Team 10 |
Team 11 |
Team 12 |
Team 13 |
Total |
| Was the meeting scheduled
at a day/time that was convenient for you? |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
| Were you given an opportunity
to provide input into the meeting schedule? |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
| Were you introduced to all
meeting participants? |
100% |
100% |
89% |
100% |
100% |
100% |
100% |
100% |
100% |
99% |
| Were you included in the
discussions and asked for your opinions and input? |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
92% |
100% |
99% |
| Were you treated with
respect? |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
| Did meeting chair or other
team members check that you understood the information being discussed and/or
provide clarification to ensure that you understood all of the information,
discussions and recommendations? |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
| Are you happy with the plan
that was developed? |
80% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
100% |
98% |
Analysis of
Findings:
Ten surveys were returned by
parents of preschoolers. Of the ten, seven were for Individual Education
Plans, two were for Preschool Education Plans and one was for a Family Support
Plan. As the data above reveals, all ten respondents reported satisfaction
with the first six items. Two respondents reported dissatisfaction with the
plan that was developed. However, in both cases, explanation provided by
the respondents reveals that the dissatisfaction is regarding the component
of the plan that prescribes graduation to kindergarten schooling for the
two children. Both parents stated that they do not feel their children are
ready for kindergarten and desire continuation of ARC Preschool services
for their children. This concern will be identified at the time of the
organization's strategic planning process with the intent of evaluating the
feasibility of a future plan for the extension of schooling beyond preschool
into elementary grades.
Six surveys were returned by
parents of children enrolled in the TIP Program, which began serving children
at ARC Broward on June 28, 2000. One hundred percent of the respondents reported
satisfaction with all seven areas.
Nine individuals who receive
services at BARC Housing completed surveys. Satisfaction was reported for
all items except item number 3 about which one person reported dissatisfaction.
The QMRP/Instructional Supervisor will ensure that all individuals are introduced
at all Habilitation Planning Meetings.
Sixteen individuals from
Person-Centered Team #8 completed surveys. One hundred percent (100%) of
the respondents reported satisfaction on all items. Descriptive responses
include:
|
|
|
"Everyone here is doing great
for [individual served]. Thank you all. |
|
"Every person is great."
|
|
"She needs more motivation
as she is bored." |
|
"I am very happy with the
program. Thank you for everything." |
|
"Everyone was very helpful
with suggestions to better [individual's] well-being." |
Ten individuals from Person-Centered
Team #9 completed surveys. One hundred percent (100%) of the respondents
reported satisfaction on all items.
Thirteen individuals from
Person-Centered Team #10 completed surveys. Two surveys were returned without
responses to any of the questions. One hundred percent (100%) of the respondents
reported satisfaction on all items. Descriptive responses include:
|
|
|
"I think the staff and
recreational personnel involved seem very caring and want to help our daughter
function and learn and give us an opportunity to enjoy our time knowing she
is safe here at the [ARC]." |
|
"A little more notice in
advance of the meeting would be helpful. Would like a month in advance notice."
|
|
"The present team is extremely
nice and most capable." |
|
"With workshop which is
wonderful, if computer program is given, they can develop better visual and
fine motor learning skills." |
|
"Likes staying at ARC." |
Eight individuals from
Person-Centered Team #11 completed surveys. One hundred percent (100%) of
the respondents reported satisfaction on all items.
Thirteen individuals from
Person-Centered Team #12 completed surveys. Satisfaction was reported for
all items except item number 4 about which one person reported dissatisfaction.
The Team Leader will ensure that all individuals are included in discussions
and asked for their opinions and input. Descriptive responses include:
|
|
|
"[I] was very pleased with
meeting." |
|
"I have nothing to add to
this IPP which was carried on well." |
Twelve individuals from
Person-Centered Team #13 completed surveys. Two surveys were returned without
responses to any of the questions. One hundred percent (100%) of the respondents
reported satisfaction on all items.
On May 1, 2000 a Standard Operating
Procedure, Preparation for Individual Planning Conferences," was implemented
which addresses many of the areas identified above. For example, the date
and time of the planning conference meeting is scheduled with the individual
for a desired date/time at least thirty days prior to the meeting. At the
time of the preparation meeting, the Social Services Specialist assists the
individual to determine invited guests, designated facilitator, communication
issues/assistance needed and identification of personal goals.
Futures Planning Survey:
Description of Assessment
Tool and Process:
A Caregiver Future Planning Survey
was disseminated to two hundred fifteen (215) parents, relatives or guardians
of adults with developmental disabilities who receive services at ARC Broward,
Inc. Sixty-nine (69) surveys were returned. Surveys were sorted by age of
the individual with a disability and the data was then compiled by adding
up the number of each type of response to each question. Percentages were
obtained by dividing the total number of each type of response by the total
number of responses and multiplying by 100. Following are the findings.
Results:
CAREGIVER FUTURE PLANNING
SURVEY
| |
DATE OF BIRTH OF INDIVIDUAL
WITH DISABILITY |
|
| SURVEY QUESTIONS/RESPONSE
|
1938-1949 |
1950-1959 |
1960-1969 |
1970-1980 |
Unknown |
TOTAL |
Respondents relationship
to family
member with disability: |
PARENT
SIBLING
OTHER |
56%
44%
0% |
80%
20%
0% |
88%
8%
4% |
93%
0%
7% |
50%
50%
0% |
80%
16%
4% |
| Primary ethnic background
of caregiver: |
AFRICAN-AMERICAN
ASIAN-AMERICAN
EUROPEAN-AMERICAN
HISPANIC-AMERICAN
NATIVE-AMERICAN
OTHER |
0%
0%
44%
12%
44%
0% |
5%
0%
45%
10%
40%
0% |
17%
0%
46%
8%
21%
8% |
0%
0%
43%
36%
14%
7% |
50%
0%
0%
50%
0%
0% |
9%
0%
43%
16%
28%
4% |
| Gender of relative with a
disability: |
FEMALE
MALE |
44%
56% |
60%
40% |
42%
58% |
50%
50% |
100%
0% |
51%
49% |
Primary disability:
*Note: Some respondents indicated
multiple primary disabilities; therefore the
total number of responses equals 82. |
Mental Retardation
Cerebral Palsy
Autism
Mental Illness
Down Syndrome
Spina Bifida
Brain Damage
Seizure Disorder |
67%
0%
0%
0%
22%
0%
11%
0% |
86%
5%
0%
0%
9%
0%
0%
0% |
77%
3%
7%
0%
10%
0%
0%
3% |
58%
11%
11%
11%
0%
4.5%
0%
4.5% |
50%
25%
0%
25%
0%
0%
0%
0% |
73%
6%
5%
4%
1%
9%
1%
1% |
| |
DATE OF BIRTH OFINDIVIDUAL
WITH DISABILITY |
|
| SURVEY QUESTION/RESPONSE
|
1938-1949 |
1950-1959 |
1960-1969 |
1970-1980 |
Unknown |
TOTAL |
Caring for my relative hurts
my job
opportunities |
Yes
11% |
No
89% |
Yes
18% |
No
82% |
Yes
17% |
No
83% |
Yes
69% |
No
31% |
Yes
50% |
No
50% |
Yes
29% |
No
71% |
| I feel I can manage my relative's
behavior |
Yes
78% |
No
22% |
Yes
73% |
No
27% |
Yes
74% |
No
26% |
Yes
85% |
No
15% |
Yes
50% |
No
50% |
Yes
76% |
No
24% |
Caring for my relative places
a
financial strain on the family |
Yes
22% |
No
78% |
Yes
19% |
No
81% |
Yes
29% |
No
71% |
Yes
46% |
No
54% |
Yes
50% |
No
50% |
Yes
30% |
No
70% |
| I worry a lot about my relative's
future |
Yes
44% |
No
56% |
Yes
79% |
No
21% |
Yes
75% |
No
25% |
Yes
85% |
No
15% |
Yes
50% |
No
50% |
Yes
73% |
No
27% |
Caring for my relative leaves
me
with little time to be alone |
Yes
22% |
No
78% |
Yes
41% |
No
59% |
Yes
25% |
No
75% |
Yes
62% |
No
38% |
Yes
50% |
No
50% |
Yes
37% |
No
63% |
Caring for my relative leaves
me
physically exhausted |
Yes
11% |
No
89% |
Yes
35% |
No
65% |
Yes
33% |
No
67% |
Yes
46% |
No
54% |
Yes
50% |
No
50% |
Yes
34% |
No
66% |
| Caring for my relative limits
my social life |
Yes
33% |
No
67% |
Yes
47% |
No
53% |
Yes
33% |
No
67% |
Yes
75% |
No
25% |
Yes
50% |
No
50% |
Yes
45% |
No
55% |
Caring for my relative does
not leave
me enough time to do things I like |
Yes
22% |
No
78% |
Yes
35% |
No
65% |
Yes
30% |
No
70% |
Yes
58% |
No
42% |
Yes
50% |
No
50% |
Yes
37% |
No
63% |
Helping my relative helps
me feel
closer to him/her |
Yes
100% |
No
0% |
Yes
85% |
No
15% |
Yes
92% |
No
8% |
Yes
100% |
No
0% |
Yes
50% |
No
50% |
Yes
91% |
No
9% |
| I really enjoy being with
my relative |
Yes
100% |
No
0% |
Yes
84% |
No
16% |
Yes
88% |
No
12% |
Yes
100% |
No
0% |
Yes
50% |
No
50% |
Yes
87% |
No
13% |
Having a child with a disability
leaves
me too little time to spend with my
other children |
Yes
50% |
No
50% |
Yes
25% |
No
75% |
Yes
22% |
No
78% |
Yes
33% |
No
67% |
Yes
N/A |
No
N/A |
Yes
28% |
No
72% |
Having a child with a disability
has
placed extra responsibilities on my
other children |
Yes
100% |
No
0% |
Yes
75% |
No
25% |
Yes
22% |
No
78% |
Yes
86% |
No
14% |
Yes
N/A |
No
N/A |
Yes
62% |
No
38% |
Having a child with a disability
has
provided company for my other
children |
Yes
50% |
No
50% |
Yes
50% |
No
50% |
Yes
71% |
No
29% |
Yes
75% |
No
25% |
Yes
N/A |
No
N/A |
Yes
63% |
No
37% |
My child with a disability
has caused
conflicts among my other children |
Yes
100% |
No
0% |
Yes
14% |
No
86% |
Yes
22% |
No
78% |
Yes
29% |
No
71% |
Yes
N/A |
No
N/A |
Yes
24% |
No
76% |
In a typical week, approximately
how
much time do you spend providing your
relative with help, such as dressing,
shopping, giving advice? |
None
1-4 hours
5-14 hours
15-30 hours
31-60 hours
Over 60 hours
No response |
11%
33%
11%
11%
11%
11%
11% |
15%
0%
30%
15%
15%
5%
20% |
17%
25%
21%
0%
13%
4%
20% |
0%
7%
14%
21%
36%
14%
7% |
50%
50%
0%
0%
0%
0%
0% |
13%
16%
20%
10%
17%
7%
16% |
| Your current employment
situation: |
Employed full time
Employed part time
Retired
Unemployed
No response |
22%
0%
78%
0%
0% |
20%
15%
50%
15%
0% |
29%
8%
46%
13%
4% |
50%
7%
7%
29%
7% |
50%
0%
0%
50%
0% |
30%
9%
42%
16%
3% |
| Total annual household income:
|
Under $10,000
$10,000-$19,000
$20,000-$29,000
$30,000-$39,000
$40,000 or more
No response |
0%
11%
33%
11%
0%
44% |
15%
25%
10%
5%
15%
30% |
13%
25%
25%
25%
4%
8% |
14%
14%
7%
21%
14%
29% |
0%
0%
0%
50%
0%
50% |
12%
20%
17%
17%
9%
25% |
| |
DATE OF BIRTH OF INDIVIDUAL
WITH DISABILITY |
|
| SURVEY QUESTIONS/RESPONSE
|
1938-1949 |
1950-1959 |
1960-1969 |
1970-1980 |
Unknown |
TOTAL |
Which of the following best
describes
the financial arrangements that have
been made for your relative's future: |
|
22% |
44%
.
.
. |
0%
.
. |
11%
. |
22% |
|
40% |
30%
.
.
. |
10%
.
. |
20%
. |
0% |
|
59% |
25%
.
.
. |
4%
.
. |
4%
. |
8% |
|
50% |
14%
.
.
. |
7%
.
. |
14%
. |
14% |
|
100% |
0%
.
.
. |
0%
.
. |
0%
. |
0% |
|
48% |
26%
.
.
. |
6%
.
. |
12%
. |
9% |
|
Have you established the
following
for your relative |
|
56% |
0%
. |
22%
. |
22% |
11%
. |
78% |
|
35% |
20%
. |
45%
. |
0% |
15%
. |
70% |
|
33% |
13%
. |
54%
. |
0% |
25%
. |
63% |
|
43% |
7%
. |
50%
. |
0% |
21%
. |
57% |
|
0% |
0%
. |
100%
. |
0% |
0%
. |
50% |
|
38% |
12%
. |
45%
. |
5% |
19%
. |
71% |
|
When thinking of the time
when you
(and your spouse) will no longer be
able to care for your adult relative,
which one of the following living
arrangements do you realistically
expect for him/her? |
|
|
|
|
|
|
|
Concerning the future living
arrangements you would like for
your relative, would you like this
change to take place: |
|
|
|
|
|
|
|
| |
DATE OF BIRTH OF INDIVIDUAL
WITH DISABILITY |
|
| SURVEY QUESTIONS/RESPONSE
|
1938-1949 |
1950-1959 |
1960-1969 |
1970-1980 |
Unknown |
TOTAL |
At what stage are you in
planning
your relative's living arrangements
for beyond your lifetime: |
|
0% |
33% |
0%
. |
0%
. |
0%
. |
33%
. |
33% |
|
20% |
5% |
15%
. |
5%
. |
5%
. |
20%
. |
30% |
|
8% |
13% |
13%
. |
0%
. |
8%
. |
25%
. |
33% |
|
21% |
21% |
0%
. |
29%
. |
14%
. |
14%
. |
0% |
|
50% |
0% |
0%
. |
0%
. |
0%
. |
0%
. |
50% |
|
14% |
14% |
9%
. |
7%
. |
7%
. |
22%
. |
26% |
|
To what extent have you discussed
your
plans for your relative with him/her? |
|
|
|
|
|
|
|
To what extent is your relative
in
agreement with the proposed plans? |
|
|
|
|
|
|
|
On a scale of 1 - 5 (1 =
Strongly disagree;
2 = Disagree; 3 = Neither agree or
disagree; 4 = Agree; 5= Strongly agree),
please rate the extent you disagree or
agree with the following statements: |
 |
Planning for the future of
my relative
with a disability is a waste of time given
the current status of the service delivery
system: |
1
2
3
4
5
Did not respond |
44%
0%
0%
0%
0%
56%
|
45%
15%
5%
0%
0%
35%
|
71%
4%
8%
0%
4%
13%
|
43%
14%
14%
0%
0%
29%
|
50%
0%
0%
| | 
