Client Satisfaction Surveys: If you ever want to improve your business, ask your clients about their experiences. That is why we conduct an anonymous Client Satisfaction Survey twice/year.  The questions touch on topics such as safety, skills learned, overall level of satisfaction, and aspects they like or dislike about Ozone House. We expect to collect about 100 surveys this month, and we use the information gathered to improve upon our services so that they best meet the needs of the youth and families that we work with.

 

Crisis Line Evaluation: One of our interns and staff members recently conducted an evaluation of our 24-hour Crisis Line. Since our Crisis Line is often a young person's first interaction with Ozone House, we want to make sure that young people find our crisis line to be helpful and welcoming. The evaluation was conducted through "secret shopper" callers who called our crisis line at randomly selected times, day or night. We are actively reviewing the feedback from our "secret shopper" callers (which were very positive overall!) and making some modifications to our existing processes based on this valuable feedback.  

 

Focus Groups: We conducted several focus groups with our emergency shelter clients and our non-residential clients over the last month as well. We appreciate everyone who took the time to attend one of our Focus Groups, and we are actively working to synthesize the results into workable next steps.