Featured Resource: Using Customer Service Concepts to Enhance Recruitment and Retention Practices, by the National Resource Center for Diligent Recruitment at AdoptUSKids
This resource was developed specifically to help child welfare agencies assess, develop, and implement policies and practices to help agencies provide good customer service and apply these concepts to help recruit and retain resource families.
"The customer service an agency provides is different from the services it delivers. An agency's services might include foster care and adoption, family reunification, and youth development, whereas customer service refers to the manner in which an agency provides its services and the way an agency treats people. Providing good customer service means underscoring respect, empathy, and caring as we relate to each other and the people we serve."