Policy 2.85

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TITLE: CLIENT AND STAFF FEEDBACK Policy 2.85

Rev. July 2023

PURPOSE AND SCOPE:

This policy outlines Kokua Services’ procedures for soliciting client feedback on the quality of services provided.

It is important for a residential service agency to receive regular input from outside the agency in order to remain healthy and innovative. Kokua actively solicits feedback from clients, families and guardians to assess the quality of our services and to help us make improvements.

Kokua solicits feedback in the following ways:

 The Board reviews the performance of the Executive Director yearly. As a part of the review process, feedback is solicited from other organizations and community partners.

 Any client, family member or guardian who has a concern is encouraged to contact the appropriate Client Program Coordinator, the Client Program Director or the Executive Director.

 Clients, families and guardians can meet with the Board annually at an Open Board Meeting. Attendees are encouraged to share concerns and suggestions directly with the Board.

 Consistent feedback requests from Client Program Coordinators while working with clients and families, guardians and other stakeholders.

 Semi-Regular staff surveys through the Kokua Scomm and Survey Monkey systems.

 Feedback gathering at Team Meetings and other avenues developed for communication regarding agency functioning.

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