1. Person Served Satisfaction Survey 2009 Employment Services

2. Background
Traditionally, our Person Served Satisfaction Surveys were rather long and honestly we lost the interest of the person served during the interview process. The survey that was conducted in 2008 had been modeled after the National Core Indicators (NCI) survey which consisted of over 100 questions. A majority of the NCI survey centered around demographics as well as pre-survey questions to gather background information on the individual. Only 22 surveys were completed. As a result, the Quality Management Committee (QMC) knew that they had to find a tool that would measure quality and satisfaction but one that met the standards of our individuals.
In the summer of 2009, the QMC, in an effort to move forward in creating Person Served Satisfaction tools, we wanted to focus on a person served-driven format. In order to achieve this goal, the QMC partnered with the Self-Advocacy Committee and quite simply, we asked the committee if they wanted to write their own survey. The Self-Advocacy Committee was thrilled with the opportunity to have a voice in the process and immediately developed questions. The Self-Advocates also stated that they wanted to keep the survey short and to the point. The actual survey and graphics were designed by a person served who works at one of our adult training centers.
81 individuals participated in the Employment Services Survey and 48 individuals completed the Residential Services Survey.

3. Demographics - Employment Survey: Day Program or Community Based Job

4. Are you happy with your community based job or day program?

5. Would you recommend your day program to others?

6. Are you treated with respect at your day program or job?

7. Individual Answers to: What does Respect look like to you?
Happy with a smile
When someone is nice to me
No work – no pay
Treated nicely
To knock on my door
Is to treat somebody the way you want to be treated. Be polite
Staff are nice
People being nice, helping
Talk to you when upset, nice
Treat others as you would want to be treated
People are nice
Treat me nice
People are talking to me nice
They tell me I do a good job
They like me
How people are treated
Respect everybody
Treat me like anybody else

8. Do you like the work and activities at your day program/job?

9. Does the Arc staff at your day program or job help you when you need support?

10. Do you have friends at your day program or community-based job?

11. Do you learn new things (skills, interests, etc) at your day program or job?

12. Did you choose your day program?

13. Highlights and Areas of Improvement Needed
Consumer Employment Survey – Initial highlights included:
91% have reported that they are happy with their job and or day job
84% have reported that they do like the work and activities that they are engaged in
Quality Management Committee – Review and Recommendations:
Persons Served indicated that they have a great desire to learn new things to develop their skills, interests, etc at their jobs which will be a focus goal for Employment Services to develop.
Only 40% choose where they work which is an issue and will be discussed at annual IHP Meetings to discuss other options.