Improving Survey Outreach and Assessing Satisfaction Among DHS Homeless System Clients

Allegheny County homeless service programs are assessed yearly as part of a process of evaluating and prioritizing projects for funding. This evaluation process has historically been based on administrative data about clients’ housing and self-sufficiency outcomes. In order to more fully evaluate these services – and to align with suggestions from the U.S. Department of Housing and Urban Development – DHS and other stakeholders are piloting feedback methods and tools to better understand clients’ experience with the services they receive. During the first iteration of the pilot, more than 200 clients receiving a range of homeless services responded to a survey by text, online or in person.

This report describes the 2018 pilot process for the development and administration of the survey, analyzes findings from the survey, and discusses insights and recommendations for future survey administration.

Read the report here.