Customer Service and Client Satisfaction

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Presentation from TAE Training - The Art of Options Counseling

Source: Technical Assistance Exchange
This presentation from the TAE Training on the "Art of Options Counseling" describes the core competencies of Options Counseling and provides strategies for practicing successful options counseling within an ADRC.
(Powerpoint)
(PDF)
Associated Date: June 10, 2010

ADRC-TAE Issue Brief - Excellent Customer Service in an ADRC

Source: ADRC-TAE
This ADRC-TAE issue brief describes why excellent customer service is important within the context of an Aging and Disability Resource Center by illustrating lessons learned about providing excellent customer service from the private and public sectors and drawing practical implications for designing and operating an ADRC that provides excellent customer service.
(Word)
(PDF)
Updated March 6, 2008

Alaska ADRC Consumer Feedback Interviews 2012

Source: Alaska
"Alaska ADRC Consumer Feedback Interviews" examines the participant response to the ADRC Expansion project in Alaska. The Expansion project began in October 2009, with one of its key objectives to increase the capacity of Alaska's ADRC system to provide Long Term Support Options Counseling. The Consumer Feedback Interviews gathered information from people who received services between March-June 2012.
(PDF)
Associated Date: November 2012

CLP Consumer Interview and LTC Participant QoL Survey

Source: Michigan
This document contains 2 phone survey scripts. One is used in Michigan within a month of an individual receiving Options Counseling. The other is a Quality of Life survey for people who have been receiving services in their homes.
(Word)
(PDF)
Associated Date: October 2011

MA OC Program Survey FY2011

Source: Massachusetts
These slides present detailed results of Massachusetts' Options Counseling Consumer Satisfaction survey.
(Powerpoint)
(PDF)
Associated Date: October 2011

MD OC Follow-up Interview Protocol

Source: Maryland
This is a 6 month participant follow up developed by Maryland. It is available as a document, as web enabled automated versions, and even through mobile devices. The automated versions are currently mock-ups for the pilot phase
(External Link) • File type: web
(External Link) Caption: mobile version • File type: web
(PDF)
Associated Date: December 2011

MD Options Counseling Satisfaction Survey

Source: Maryland
This interview protocol for options counseling was developed by Maryland. It is intended for use within 2 days of an action plan being created. It is available as a document, as web enabled automated versions, and even through mobile devices. The automated versions are currently mock-ups for the pilot phase.
(External Link) • File type: web
(External Link) Caption: mobile version • File type: web
(PDF)
Associated Date: November 2011

Options Counseling Individual Survey Questions and Directions

Source: Virginia
This is the consumer satisfaction survey developed by Virginia for use in evaluating their options counseling program.
(Word)
(PDF)
Associated Date: September 2011

OC Survey FY2012 _Massachusetts

Source: Massachusetts
Massachusetts created this consumer satisfaction survey to use in evaluating their options counseling. It includes questions measuring diversion.
(Word)
(PDF)
Associated Date: August 2011

NC First and Second Consumer Satisfaction Surveys

Source: North Carolina
First and second consumer satisfaction surveys developed by North Carolina for use in options counseling evaluation. First survey to be given following development of action plan. Second survey given at the time of follow-up.
(PDF)
Associated Date: August 2011

Rhode Island Quarterly Report on Consumer Satisfaction

Source: Rhode Island
Rhode Island created a Consumer Satisfaction Survey using the web-based Survey Monkey tool which enables them to quantify many aspects of consumer satisfaction. A helpful feature of this tool is that users at the POINT can track changes regarding various aspects of consumer satisfaction on a quarterly basis. This is a model for quantifying and tracking consumer satisfaction and can be used at the state and local level.
(PDF)
Associated Date: April 2011

Wisconsin CLP Consumer Satisfaction Survey

Source: Wisconsin
This consumer satisfaction survey asks CLP participants about the services and supports they received to avoid institutional placement.
(Word)
(PDF)
Associated Date: March 2011

Maine ADRC Consumer Satisfaction Survey: Update on Select Survey Responses

Source: Maine
This document shows the percent of people choosing each response for selected questions from Maine's ADRC Consumer Satisfaction Survey.
(Word)
(PDF)
Associated Date: March 2011

Senior Linkage Line's Contact Center Customer Survey

Source: Minnesota
Minnesota's Senior Linkage Line distributes this Contact Center Customer Survey to ask about customer satisfaction.
(PDF)
Added June 24, 2010

Illinois's Coordinated Point of Entry Standards

Source: Illinois
Illinois created a set of standards to ensure that ADRCs are integrated access points where consumers receive information and assistance, assessments of needs, care planning, referral, assistance in completing applications, authorizations of services, and follow-up to ensure that referrals and services are accessed.
(PDF)
Added June 21, 2010

Information & Assistance and Options Counseling in Wisconsin ADRCs: Domains of Customer Satisfaction & Quality Indicators

Source: Wisconsin ADRCs
This handout entitled Information & Assistance and Options Counseling in Wisconsin ADRCs: Domains of Customer Satisfaction & Quality Indicators was provided as part of the 2010 National Meeting during the session Interactive Workshop on Reaching and Serving Private Pay Consumers.
(Word)
(PDF)
Updated May 4, 2010

Wisconsin Example: Improve ADRC Customer Satisfaction "Guidance Domain" Scores

Source: Wisconsin ADRC
This handout entitled Wisconsin Example: Improve ADRC Customer Satisfaction "Guidance Domain" Scores was provided as part of the 2010 National Meeting during the session Quality Improvement Methods to Guide Real Systems Change.
(Word)
(PDF)
Updated March 2, 2010

Hallmarks and Features of High–Quality Community-Based Services
Source: Independent Living Research Utilization (ILRU)
This paper, based on the experiences of states that implemented Real Choice Systems Change grants, identifies the features of high-quality integrated community services and the systems that support them.
(PDF)
Updated April 27, 2010

Georgia ADRC Video

Source: Georgia
This video can serve as a primer on ADRCs and provides vignettes of success stories of families who contacted the ADRC. It can be used for marketing or as a training tool for staff.
(Internal Link)
Updated February 10, 2009

Evaluation, Barkey and Koopman - 2008 National Meeting

Source: Michigan
This is Nora Barkey and Jan Koopman's presentation for the Evaluation - Promoting Quality and Consumer Satisfaction session at the 2008 National Conference.
(Powerpoint)
(PDF)
Added September 24, 2008

Evaluation, Flowers - 2008 National Meeting

Source: Wisconsin
This is Amy Flowers presentation for the Evaluation - Promoting Quality and Consumer Satisfaction session at the 2008 National Meeting.
(Powerpoint)
(PDF)
Added September 24, 2008

Hawaii ADRC Customer Service Skills Training Outline

Source: Hawaii ADRC
Training outline developed by the University of Hawaii School of Travel Industry Management to train ADRC staff in customer service skills.
(Word)
(PDF)
Updated November 11, 2010

Vermont ADRC: Evaluation Experiences in Accessing Services and Consumer Satisfaction

Source: Vermont ADRC, Flint Springs Associates
This presentation was given by the evaluators of the Vermont ADRC on the May 22nd Evaluation Peer Workgroup Call.
(Powerpoint)
(PDF)
Associated Date: May 22, 2008

Georgia Gateway Consumer Satisfaction Survey Report

Source: Georgia ADRC
This Consumer Satisfaction Survey Report for State Fiscal Year 2007 was done by Georgia's Planning and Evaluation Section Quality Assurance Team and describes the results of their assessment of consumer satisfaction with all of Georgia's AAAs. The Consumer Satisfaction survey instrument used by the researchers is also included.
(Word)
(Word) Caption: Survey Instrument
(PDF)
(PDF) Caption: Survey Instrument
Added April 21, 2008

Customer Satisfaction Report from Spring 2007 Data

Source: ADRC-TAE
This report summarizes information about consumer satisfaction with ADRC assistance and support functions described by grantees in their Spring 2007 SARTs. The report contains brief descriptions of the strategies grantees used to obtain feedback from consumers and the results they obtained during this most recent reporting period, as well as consumer testimonials.
(Word)
(PDF)
Added October 8, 2007

Bangor ADRC Customer Service Standards

Source: Bangor ADRC, Maine
This list of customer service standards from the ADRC in Bangor, Maine, strives for a balance between caller's expectations and system capacity.
(PDF)
(Word)
Updated November 20, 2007

Web Resources on Healthcare Interpreters
Source: The California Endowment
In the United States, increasing levels of immigration combined with a shortage of trained interpreters have led to a crisis in health care interpreting. The publications on this page provide an overview on the complex role of health care interpreters, an analysis of training, protocols for the field, and so on.
(External Link) • File type: web
Updated January 21, 2008

Broward County ADRC Cultural Competency Plan

Source: Broward County, Florida
The ADRC Pilot Site in Broward County shared a plan used to measure the agency's goals, strategies, and progress towards provision of culturally competent services.
(Word)
(PDF)
Updated November 20, 2007

Person-Centered Planning
Source: Marijo McBride, University of Minnesota Institute on Community Integration
This presentation gives an overview of person-centered planning as an alternative to system-centered planning. The presentation was given during the ADRC-TAE January 2006 call on life planning and personal futures planning through a person-centered planning process.
(Powerpoint)
(PDF)
Updated February 10, 2009

More Stories from the Field

Source: Milwaukee, Wisconsin
This document features stories of consumers treated by the prevention team at the Resource Center.
(PDF)
(Word)
Updated November 20, 2007