Client Feedback

Why Collect Client Feedback?

CFES is a new initiative. It has been designed based on the first-hand experience and expertise of both service providers and ACS-involved families and young people. Its success relies on the continued input of these system participants and the iteration of its design based on that input.

In addition to data reporting from providers, it is essential to gather input from the families and young people being served by the program. What has their experience been like receiving support around economic and concrete needs? What has made it successful? How could it be more successful?

Priority Areas of Desired Feedback

In order of priority, these were the five topic areas where ACS-connected family members most wanted to share feedback:

  1. Respect and Comfort: Did staff make you feel heard, respected, and not judged when sharing personal details?

  2. Accuracy of Needs: Did the provider correctly identify the specific things you actually needed (like food, housing, or childcare)?

  3. Final Results: Did the services actually help you meet your family's basic needs and feel more confident?

  4. Clear Explanations: Was it easy to understand why questions were being asked and what your next steps were?

  5. Hands-on Help: Did the Navigator actually help you fill out forms, gather paperwork, or solve application problems?

Methods

ACS-connected family members reported willingness to provide feedback via a short survey. An SMS-based survey was most preferred; a survey link sent to their mobile number was preferred second; and email was slightly less preferred.

During the testing phase, the Public Policy Lab will engage young people and family members directly, conducting surveys or interviews to better understand their experiences and to co-design new and adjusted program components. 

When the program fully launches in late 2026/27, each organization will determine its own methodology for soliciting client feedback. ACS and DSS would like to review this feedback, however it is not required for provider organizations to share it with them.