1. Abstract Survey Development Bread for the City Mission Statement
At Bread for the City (BFC), we worked with the Community Client Satisfaction Questions as appropriate with
“The mission of Bread for the City is to provide vulnerable
program specific questions as follows:
Engagement and Advocacy Department to develop survey questions (general themes listed below) residents of Washington, DC, with comprehensive
that relate to the organization's food-related activities. These services, including food, clothing, medical care, and legal and
If “Know of” YES and “Use” YES,
programs include nutrition education classes, free farmers o What do you like? Dislike? social services, in an atmosphere of dignity and respect. We
markets, gleaning, the rooftop garden, and the health resource o What would you change?
o Perceived impact of program on health. recognize that all people share a common humanity, and that all
room computer classes. We worked with leadership from these
are responsible to themselves and to society as a whole.”
programs to develop questions to collect useful information relating If “Know of” YES and “Use” NO,
o Why don’t you use it?
to client engagement, satisfaction, utilization, and client ideas for o Is there anything that could change that would
improvement. Once these questions were developed, we submitted make you want to use it? Recommendations
o Do you think this program is valuable for
them for rewrite and approval to the Client Feedback Committee. healthy living?
The end goal is to have these questions piloted and incorporated Based on the Food for Health team’s experience, BFC may consider
into a larger effort at Bread for the City to collect client feedback
If “Know of” NO, implementing one or more of the following:
o Would you like resources for this program?
that will be used to improve client services and engagement in the • Additional piloting client engagement and satisfaction questions.
future. Above is an algorithm • Translating the survey into Spanish and Amharic to reach a more
depicting how the survey diverse population.
Client Engagement and Satisfaction would be conducted based on • Converting the survey into a written form, rather than the current
current client involvement in direct interview, to achieve more universality.
Several definitions of client engagement have evolved from the BFC BFC programs.
• The Client Advisory Board, or another group, can be designated
Client Advisory Board: coordinators of the survey. They can be assigned to:
• Opportunities to give back to BFC
• Determine the frequency of survey use.
• Make it easy for clients to support each other
• Activities led or proposed by clients • Provide recommendation to each of the services/programs.
• Open dialogue with clients concerning improving existing services and • Distribute the findings from the survey across the organization
providing new services and its clients.
• Support entrepreneurs • Evaluations should take place to determine whether survey results
• Activities that lead to long-term self-improvement and self-sufficiency
• Leadership development
are meaningful and provide information that allows the
• Art organization to make real changes.
• Self-advocacy Sharon Gruber, Bread for the City Nutritionist, led a Client Choice Food Distribution at the Food
workshop through a grocery store. Day Fair.
• Connecting clients with similar interests
• Small groups sharing skills “This experience has taught me the importance of communication
Sustainability Share between the ISCOPES team and the community site in order to
Independence More Client
facilitate progress” –Emily
“At the Food Day Fair, I saw first hand how BFC impacts the lives of More „Word-of-Mouth‟
individuals within the community” – Laura Involvement in Empowerment
the Community Social & Economic
Needs Met Development
Knowledge CLIENT INVOLVMENT Stable We would like to thank Bread for the City and our community
of Services Community
coach, Joni Podschun, for collaborating with us on this project.
Crime Volunteers Also, many thanks to the ISCOPES staff for their support and guidance
Open Knowledge of throughout this process.
Mindness/ Gaps in Services
Honest Willingness of Clinic/Depts.
Relationships Degree of
Commitment C/S &
Staff Open C/C
of Various Awareness of
Groups Various Groups
C/S & C/C Concerns/Needs
Right, the necessary components to Compassion Perspective/
maintain and increase positive client C/S Engagement
GW DPT program organizing food drive for Holiday Education of Community Nutritionist, Sharon Gruber, who talked about
Holiday Helping Happy Hour Fundraiser. involvement at the services at BFC. (Video) Needs/Wants
Holiday Helpings Fundraiser.
making healthy food choices.