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STAKEHOLDER SATISFACTION SURVEY ANALYSIS DECEMBER 7,2007

The House of Hope and Stepping Stones strive to obtain meaningful input from our stakeholders. Our organizations focus is to solicit, collect, analyze and use input from all stakeholders to create services that meet or exceed the expectations of the persons served, the community, and other stakeholders.

The House of Hope and Stepping Stones recognizes that the satisfaction of our Stakeholders is critical to the success of the organization and retention of funding and referrals are vital for the person's served and the continued good business practices of the organization. Therefore, we strive to obtain meaningful input from all Stakeholders Input is defined in a very broad sense and includes Stakeholder satisfaction surveys, periodic Stakeholder meetings, regularly scheduled monitoring visits, and dialogues with person's served by consumer advocates. All areas of input are analyzed to determine areas of improvement and training needs.

One of the many mechanisms utilized to solicit, collect and discuss information from stakeholders is the Stakeholder Satisfaction Survey and annual Luncheon. Input is requested and collected from our funding sources, referral sources, other providers, collaborators, affiliates, community stakeholders, and our Board of Trustees to help determine their expectations and preferences and to better understand how HOH I SS is performing from their perspective. Surveying these stakeholders for their perception of services is one important means for assessing the quality of services.

The attached report represents the itemized results of the stakeholder satisfaction survey conducted in December 2007. This report provides the analysis of this data, resulting response and method of integration into the business practices of the organization.

HOUSE OF HOPE I STEPPING STONES (HOH/SS)

Of the 50 surveys via email, 25 were completed representing a 50% response. The following recaps these responses.

Of the 25 responses received 24 (96%) indicated they were "very familiar and have regular contact with HOH/SS".

Of the 25 responses received 1 (04%) indicated they were "familiar with one or more specific services but not familiar with the organization as a whole".

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Of the 25 responses received 0 (0%) indicated they were "unfamiliar and have little contact with the organization or knowledge of services".

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Of the 25 responses received 4 (16%) indicated they were a Provider, 10 (40%) indicated they were a Referral source/Collaboration/Affiliate and 11 (44%) indicated they were a Community Skakeholder/Funder/Board of Trustee.

Results

Of the surveys completed, overall satisfaction with HOH/SS reflects 44% agree and 56% strongly agree response. This is an outstanding overall response, confirmed by the comments provided and few constructive criticisms noted.

Of concern is the low 50% response rate to the survey. Although by industry standard this is an excellent response rate to satisfaction surveys, we will still strive to increase this percentage.

The low response rate was reviewed at the 2006 Stakeholder luncheon and it was suggested that reminder's be sent to those individuals who may have intended to complete and submit by the requested deadline, but forgot. Therefore, this year individual emails were sent the day of the deadline to those individuals who had not yet responded. Although this individualized email did result in eight additional surveys being received, our resulting 50% response rate indicates our need to continue to strive for a more effective method of contact/response rate for the future.

Stakeholder Comments

. In reviewing the Stakeholder comments, they appear to reflect the percentage ratings of the survey questions. It is recommended that the leadership review the comments at the next scheduled Staff Meeting and report any Program Planning, Performance Improvement and/or Organizational Advocacy issues that can be addressed.

SUMMARY

The purpose of this Satisfaction Survey is to determine the expectations and preferences of other providers, the organization's Referral Source/Collaboration/Affiliate, and Community Stakeholder/Funder/Board of Trustees. The information is collected to better understand how we are performing, to determine if we are meeting their current and future needs. The results of the Satisfaction Survey will be distributed to all Stakeholders from the original query and the topic of discussion at the Stakeholder Luncheon.

This Analysis has acknowledged the high level of stakeholder satisfaction, and in an effort to continually strive to improve, addressed the low response rate to the

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It is recommended that the Stakeholder Satisfaction Survey Results be posted for all staff and person's served to review and the Results and this Analysis be presented to the Board of Trustees at the next meeting to address the use for Strategic Planning and Resource Planning. It is also recommended the Program and Clinical Directors are allocated time at the next Board of Trustees meeting to review the comments received. Determinations will be reported in the Board of Trustee meeting minutes.

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STAKEHOLDER SATISFACTION RESULTS

Of the 50 surveys sent via email, 25 were completed representing a 50% response. The following recaps these responses.

Of the surveys completed, 24 (96%) were very familiar with and have regular contact with House of Hope/Stepping Stones, 1 (04%) was familiar with one or more specific services but not familiar with the organization as a whole and 0 (0%) were unfamiliar and have little contact with the organization or knowledge of services

Primary relationship to HOH/SS 04 (16%) Provider

10 (40%) Referral source/Collaboration! Affiliate

11 (44%) Community Stakeholder/Funder/Board of Trustee

Listed below are the measured responses to determine the level of satisfaction with the House of Hope/Stepping Stones (HOH/SS) facility, services, staff and overall agency. Because of the high level of satisfaction ratings, the responses have not been separated by familiarity or primary relationship.

Rating Scale:

1 - Strongly Disagree 2 -Disagree

3 - Not sure 4-Agree

5 - Strongly Agree

Please list any strengths you can identify about our serves or agency overall.

1. HOH makes excellent use of its facilities including the outdoor spaces
2. Each client has the opporturnty to be as engaged in treatment as they are willing and able to participate
3. HOH designs its services to cater to the needs ofthe population it serves for example: groups that

are for ITP clients

4. HOH links to other cornrnurcity services and helps re-establish family connections
5. HOH always seems to be actively trying to expand and improve services
6. HOH has great staff
7. Individualized treatment plans
8. Diverse staff
9. Program continues to evolve and improve as needs are identified
10. Continues to provide 12 step principles in addition to other treatment modalities
11. Very professional and efficient staff
12. Grounds and physical buildings are very well maintained
13. The kitchen is extremely well run and very clean
14. HOH / SS advocates for the cornrnurcity organizations to work together to help the homeless
15. HOH / SS truly puts persons served first
16. Ability to serve co-occurring offenders
17. Positive attitude
18. A good working knowledge regarding this population
19. Patience
20. House of Hope responds to referrals promptly
21. Willingness to accept any client anytime
22. Staff is welcoming and polite
23. Services rendered are services needed

Do you have any suggestions or recornrnendations to improve our services?

AQQlUOnall commems ana enerallm reSSlOns:

1. I appreciate the openness and courtesy of the staff when I come to visit. The concern for the clients is apparent in the incidental interactions and in the care taken with the general environment. I especially appreciate everyone's sense of humor and being made to feel welcome

2. The program is able to provide services for a very difficult population
3. It has been a privilege to serve the House of Hope/Stepping Stones as a Board of Trustee
4. Thank you for all of the good work that is done with the Department of Corrections' offenders. I strongly believe that this work changes individual lives and reduces recidivism for the community at large
5. I am proud to be a member of the Board of Trustees
6. It is a honor to serve on the HOH Board
7. One of the most humane programS in the county
8. Staff is diverse, culturally competent and sensitive to the needs of the population
9. Commitment to serve special population with co-occurring disorders
10. Utilizing peers to work with DCF clients
11. The agbncy's strength with servicing dual diagnosed clients
12. Promoting from within the organization. Being an alumni, and having worked my way up in the organi±ation and now serving on the Board of Trustees
13. May gtd bless the dedicated individuals who work everyday with this population