Survey Report - Updated 1.19.17

1
2016 Consumer Satisfaction Survey:
Executive Report

2
Executive Summary
DevelopmentCentersstrivestoupholditsmissiontoimprove the livesof individuals,familiesandthe communityby
meetingbehavioral health,social andvocational needsthroughacontinuumof prevention,treatmentandtraining
services. Todetermine success,DevelopmentCentersgathersfeedbackfromthe annual ConsumerSatisfaction
Survey. Forthe 2016 surveyperiod,the ConsumerSatisfactionSurveyExecutive Reportdeliversanoverview of
surveyrationale,explainsthe datacollectionmethod,presentsgeneralagencyfindingsandprogramresults,
interpretsthese results,addresseslimitations,andformulatesrecommendationstoimprove the qualityof care
offeredtoconsumers.
From August15, 2016, to September30,2016, a total of 1,193 surveyswere completedandcollected. Surveyswere
categorizedby‘Adult,’‘Parent,’and‘Child’anddistributedthroughout19 differentprogramstoprovide detailed
data regardingthe differentdemographicsserved. The meanlevel of satisfactionacrossall programswas93%,
whichislessthanthe 95% overall satisfactionlevel in 2015. As an agency,satisfactionwithDevelopmentCenter
serviceswasbelow the MichiganDepartmentof HealthandHumanServices standardof 95% overall consumer
satisfactionbut8 percentage pointshigherthanDetroit-WayneMental HealthAuthority’sstandardof 85%overall
consumersatisfaction.
It isimportantto note that errorin surveyresponsesisanormal occurrence. Withthe expulsionof the null and no
responses,the percentageof agree risesto94%. Notably,bothnon-mental healthprogramsalongwithchildren
underthe age of 5 were excludedfromthisyear’ssurvey.
DevelopmentCentersQualityImprovementTeamhasmade several recommendationsbasedondataanalysis,
whichfurthersupportsthe agencyinmeetingthe needsof consumersandthe communityalike. Recomme ndations
for the 2016 ConsumerSatisfactionSurveyinclude: Continueto Identify Standard Survey Collection RateforAll
Programs;IncreaseConsumer/PeerInvolvementin the Planning Processand ResultsDissemination;RefineSurveys
forChildren and IncreaseChild Respondents;andReview Appropriatenessof SurveyingNon-MentalHealthProgram.
Writtencommentswill be exploredwithineachdepartmenttoassessstrengths,aswell asfurtherrecommendations
for areasfor improvement.
These resultswill be sharedwithall stakeholders,includingconsumers. Handoutswill be copiedandplacedinthe
lobbiesurgingall interestedconsumerstotake a copy forfurtherreview. ConsumerAdvisoryCouncil information,
includingthe phone number,willbe made available inall handoutsforthose consumerswithanyadditional
questionsconcerningthe results.

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Table of Contents
I. Survey Rationale 4
II. Data Collectionand Methodology
III. Role of Liaison
4
7
IV. General Findings 8
V. Analysisof General Findings 9
VI. Adult ServicesSurveyResultsby Program 10
ACT 11
ACT/Omega 12
Adult Case Management/Outreach/AFC 13
DD Full Circle - Adult 14
Detroit Clubhouse 15
EmploymentServices 16
NewDirections Clubhouse 17
North Central- Adult Outpatient 18
West- AdultOutpatient 19
Supportive Housing Services 20
VII. Children’sServicesSurveyResultsby Program –
Children’sResponses
21
Children’sHome Based - Child 22
DD Full Circle - Child 23
JJ Mental Health - Child 24
North Central- Children’sOutpatient- Child 25
School Based Services- Child 26
South-Children’sOutpatient- Child 27
Wraparound - Child 28
VIII. ServicesSurveyResults by Program –
Parent/Guardian’sResponses
29
Children’sHome Based – Parent 30
DD Full Circle – Parent 31
ECFS Home-Based– Parent 32
ECFS Outpatient– Parent 33
JJ Mental Health – Parent 34
North Central- Children’sOutpatient– Parent 35
School Based Services– Parent 36
South- Children’sOutpatient– Parent 37
Wraparound 38
IX. Recommendationsand Implications 39
X. ResultsDisbursement 40
Appendix 41

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Abstract
DevelopmentCentersisaprivate,non-profitCorporationthatprovidesawide arrayof servicestoresidentsof
DetroitandWesternWayne Countywithsevere andpersistentmental illness,emotionaldisturbances,substance
abuse concerns, andmany otherissuesaffectingfunctioning. DevelopmentCenters’ missionstatesitscommitment
to improvingthe livesof individuals,familiesandthe communitybymeetingbehavioral,health,human,and
vocational needsthroughacontinuumof prevention,intervention,treatment,andtrainingservices. Development
Centersstrivestomeetthe needsof eachconsumerserved. Todetermine successof thisendeavor, Development
Centersgathersfeedbackfromthe annual ConsumerSatisfactionSurvey. The ConsumerSatisfactionSurvey
Executive Reportdelivers anoverviewof surveyrationale,explainsthe datacollectionmethod,presentsgeneral
agencyfindingsandprogramresults,interpretstheseresults,addresseslimitations,andformulates
recommendationstoimprove the qualityof care offeredtoconsumers.
I. Survey Rationale
In orderto upholdDevelopmentCenters’ missiontoimprove the livesof individuals,familiesandthe community,
the agencyconducts an annual ConsumerSatisfactionSurveytoassessconsumerfeedback of services andgather
informationonsuccesses andareasforimprovement. The surveyspecificallyaddresses,butisnotlimitedtothe
followingelements:
 Accessibilitytocare
 Timeliness
 Effectiveness/helpfulness
 Confidentiality
 Participationof consumer/family
 Safety
 Supportivenessof the care environment
 Responsiveness
The surveyprovidesawayto measure whetherDevelopmentCenters ismeetingthe needsof consumerswhile
allowingconsumersavoice toshare successes,raise concerns,andmake recommendationstoenhance service
quality. QualityImprovementisresponsible fordatacollectionandanalysis,andresultsare sharedwith
DevelopmentCenters’ boardof directors,the Detroit-Wayne Mental HealthAuthority(DWMHA),BehavioralHealth
Professionals, Inc.(BHPi)/Carelink/Consumerlink,andotherstakeholdersincludingall DevelopmentCenters’ staff
and consumers.
II. Data CollectionandMethodology
Priorto the surveyperiod,all agencystaff wasnotifiedviae-mailof the upcomingevaluation tobegin August15,
2016 and to conclude on September30,2016. The message includedsurveydates,rationale,anddirectionsfor
distribution(See AppendixA forthe official documentsent). DevelopmentCenters’calculatedthe targetsample

5
size foreach programbasedon a 95% confidence leveland5% confidence interval. Thiseffortwasundertakento
ensure thatthe surveyresultsforeachprogram were representativeof the entire populationwithinthe program.
Surveyswere once againcolorcodedbyprogram to simplifythe collectionof surveys specifictoeachdepartment.
Surveyswere once again categorizedby‘Adult,’‘Parent,’and‘Child’toprovidemore detaileddemographicsof those
surveyed. Thiswasthe fourthyearDevelopmentCenters offeredconsumersthe optionof takingthe surveyonline,
if preferredoverthe paperform. Additionally,thiswasthe fourthyearthatDevelopmentCenters employed
buildingand/orprogram“Liaisons”tohelpcoordinate andadministerthe surveyprocess.
To supportcollectionof alarge sample size, Liaisonsagainvolunteeredandthey included managers,therapists,
case-managers,supportstaff andpeersupportspecialists. Priortothe surveyperiod, Liaisonsmetwiththe survey
administrators(TanishaBlack,Directorof QualityImprovement;ErikBurris,Special ProjectsCoordinator). The
meetingtookplace toreviewthe surveyplanandrolesof the Liaisons,andprovide necessarymaterialsforthe
surveyprocess. Materialsprovidedatthismeetingincludedsurveys(pre-printedwiththe correspondingprogram
color) and instructionsforonlinesurveytaking. Envelopes,boxesforcompletedsurveycollection,andconsumer
incentives were distributedto Liaisonsimmediatelypriortothe surveycommencementdate.
Liaisons, managers,therapists,case-managers,supportstaff,peersupportspecialists,andfostergrandparentsall
distributedsurveystoconsumers. Tomaintainconfidentialityandavoidaconflictof interest,distributorswere
advisedtocollectresponsesfrom allactive consumersandshow consumerswhere todeposit completedsurveysto
ensure privacyof responses. Consumershadthe choice of placingsurveysinthe boxesdesignatedineachlobbyor
insealedenvelopes. Surveyquestionsare consistentwithandbaseduponthose distributedwithinthe DWMHA
system.
The AdultServicesSurveys consistedof twelvepositivelywordedquestionswiththree categorical response options
of “Agree,”“Disagree,”and“NotSure” (see AppendixBforthe exactsurvey administered). These surveyswere
administeredtoadultconsumersreceivingservicesinthe followingprograms:
 ACT
 ACT/OMEGA
 Adult Case Management/Outreach/AFC
 DD Full Circle - Adult
 DetroitClubhouse
 EmploymentServices
 NewDirectionsClubhouse
 NorthCentral – AdultOutpatient
 West- AdultOutpatient
 Supportive HousingServices
Children’sServicesSurveysconsistedof six positivelywordedstatementswith threecategorical responsechoicesof
“Yes,”“No,” and “NotSure” (see AppendixBforthe exactsurvey administered). These surveyswere administered
to child/youthconsumersinthe followingprograms:
 Children’sHome Based - Child

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 DD Full Circle - Child
 JJ Mental Health - Child
 NorthCentral- Children’sOutpatient- Child
 School Based Services - Child
 South- Children’sOutpatient - Child
 Wraparound - Child
Parent/Guardian Surveys alsoconsistedof twelve positivelywordedquestionswiththree categorical response
optionsof “Agree,”“Disagree,”and“NotSure”(see Appendix Bforthe exactsurvey administered).Thesesurveys
were administeredtoparents/guardiansof consumersinthe followingprograms:
 Children’sHome Based - Parent
 DD Full Circle - Parent
 ECFS Home-Based- Parent
 ECFS Outpatient- Parent
 JJ Mental Health - Parent
 NorthCentral- Children’s Outpatient- Parent
 School Based Services - Parent
 South- Children’s Outpatient- Parent
 Wraparound - Parent
In addition,all surveysprovidedacommentbox. Thisreportmeasureslevel of program satisfactionbycalculatingthe
percentage of affirmative responses(“Agree”or“Yes”) out of all responsescollectedineachprogram.

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III. Role of Liaison
Liaison’srole:
 Encourage participationof consumers
 Be informedandunderstand protocol forthe entire ConsumerSatisfactionSurvey(CSS) process
 Answeranyquestions
 Replenishsurveysasneeded(ensuringpropercolorwithproperprogram)
 CollectsurveysandsendtoQualityDepartmentweekly
 Provide help/instructionsforonlinesurveytaking
Overall,the Liaison’sroleistohelpmanage the administrationof the CSSintheirrespective building/program. Itis
recommendedthatthe Liaisonbe apersonthat hascontact witha majorityof consumersinyourprogram.(I.E.
managers,supportstaff,foster-grandparent,etc.). Tomake thisconsumersatisfactionsurveyasuccess,itisimportant
that there isa representative fromeachprogramlistedbelow.
PROGRAM
ACT /OMEGA WilliamRuterbusch -ACT
John Fairchild -OMEGA
AOP Kelly Schorling
Children’s Home Based Michele Clark
Children’s Outpatient Michele Clark
CM Kathy Wyszacki
DD -Full Circle Heather Neeley
Detroit Hope Clubhouse Brandon Luke
ECFS Staci Belanger
Employment Patrice Hornbuckle
Housing Patrice Hornbuckle
JJ/MH Kathleen Boyes
New Directions Clubhouse Blake Quiring
North Central Celeste Spruille
School Based Services Fadowa Akram
Wraparound Kathleen Boyes

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IV. General Findings
Sample
size(n)
Agree Disagree Not
Sure
No
Response
ACT 38 97% 2% 1% 0%
ACT/OMEGA 17 94% 1% 2% 2%
Children’s Home Based- Child 40 89% 2% 9% 1%
Children’s Home-Based-Parent 35 92% 1% 3% 5%
DD Full Circle-Adult 33 94% 1% 4% 0%
DD Full Circle-Child 20 89% 3% 8% 1%
DD Full Circle-Parent 43 94% 1% 4% 1%
Detroit Clubhouse 21 90% 1% 9% 0%
ECFS Home-Based - Parent 25 97% 1% 1% 1%
ECFS Outpatient - Parent 4 98% 0% 2% 0%
Employment Services 12 94% 6% 1% 0%
JJ Mental Health- Child 5 94% 3% 3% 0%
JJ Mental Health- Parent 5 98% 2% 0% 0%
New Directions Clubhouse 58 94% 4% 2% 1%
North Central-Adult Outpatient 283 97% 1% 2% 1%
North Central Outpatient-Child 37 86% 3% 9% 2%
North Central Outpatient-
Parent
32 96% 1% 1% 3%
School Based- Child 20 91% 1% 4% 4%
School Based- Parent 11 97% 1% 2% 1%
South Children’s Outpatient-
Child
49 91% 2% 7% 0%
South Children’s Outpatient-
Parent
39 96% 0% 3% 0%
SupportiveHousingServices 29 97% 1% 1% 2%
West – Adult Outpatient 183 94% 2% 4% 1%
Adult Case
Management/Outreach/AFC
132 92% 3% 3% 2%
Wraparound-Child 15 88% 5% 5% 2%
Wraparound-Parent 7 89% 5% 5% 1%
Total Surveys Completed: 1193
Note: Percentages may not add to 100 due to rounding.

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V. Analysis of General Findings
A total of 1,193 surveyswere completedandcollectedforthe 2016 surveyperiod.There wasapproximatelya13%
decrease of completedsurveys fromthe 2015 surveyperiodtotal of 1,374. Thisdecrease incompletedsurvey
responsesisrepresentative as boththe non-mentalhealthprogramsalongwith childrenunderthe age of 5 were
excludedfromthisyear’ssurvey. Soalthoughthisdecrease insurveyscompletedrepresentsthe firstyearthatthe
ConsumerSatisfactionsurveyprocesshasresultedinDevelopment Centersdemonstratingadecrease insurveys
collecteditcanbe explainedbythe surveygiventolessprogramsandthuslessconsumers.
Overall,the majorityof consumersandparents/guardianswhocompletedasurveyexpressedsatisfactionwithservices
receivedatDevelopment Centers. The satisfactionlevelsrangedfromalow of 86% affirmative responsesforchild
respondentsin NorthCentral Outpatient toahigh98% affirmative responseforthe followingprogramsurveys:
parent/guardianresponsesforECFSoutpatientandJJMental Health.The secondhighestsatisfactionlevelswere 97%
affirmative responsesforthe followingprograms:AdultPrograms –A CT, NorthCentral AdultOutpatient,Supportive
HousingServices, andparentrespondents tochildrenprograms–ECFSHome Based, andSchool Based.
Additionally,the affirmativeresponsesthatyieldedthe lowestpercentsatisfactionof 86% were inchildren’s
respondentsinthe NorthCentral OutpatientProgram.Thisshowsacorrelationasthe 2015 program that yieldedthe
lowestpercentof satisfactioncame fromchildrenrespondentsaswell.Yet,the 86% satisfaction inchildren’s
respondentsinthe NorthCentral OutpatientProgramstill representedanincrease inthe lowestsatisfactionper
program fromlastyear. In2015, the lowof satisfactionwasat 78% affirmativeresponsesforchildrespondentsinthe DD
Full Circle Program.DevelopmentCentershasincreasinglybecomeaware of childrenrespondentsyieldedthe lowest
percentsatisfactionandare continuingtoimprove methodsof childrensurveys.
The mean level of satisfactionacrossall programswas94% whenremovingthe null responses. Asanagency,satisfaction
withDevelopment Centerserviceswas slightlylowertothe MichiganDepartmentof HealthandHumanServices
standardof 95% overall consumersatisfactionand 9 percentage pointshigherthanDetroit-WayneMental Health
Authority’sstandardof 85% overall consumersatisfaction.

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VI. Adult Services Survey
Results by Program

11
1
1
1
1
1
2
1
1
1
1
1
1
1
37
36
38
38
36
37
37
37
37
36
36
36
1
2
3
4
5
6
7
8
9
10
11
12
Number of Participants (N) = 38
Questions ACT
Agree Disagree Not Sure No Response
Questions Key
1. I feel safe whenIcome to DevelopmentCenters.
2. I helpedchoose the goalsformytreatmentplan.
3. I feel supportedbymytreatmentteamatDevelopment
Centers.
4. I feltI had someone totalktoat DevelopmentCenters
whenI wastroubled.
5. I knowI can involve myfamily/friendsin mytreatment
if I choose to include them.
6. If I had otherchoices,Iwouldstill choose togetservices
fromDevelopmentCenters.
7. The locationof serviceswasconvenient.
8. Serviceswere available attimesthatwere convenient
for me.
9. My familygotthe helpwe wanted.
10. Staff treatedme withrespect.
11. Staff wassensitive tomycultural/ethnic/spiritual
background(forexample,race,religion,language).
12. Overall,Iamsatisfiedwiththe servicesIreceived.
Report
The ACT program surveyedatotal of 38 consumers.
Overall,97% of responseswere “Agree”andfavorable
towardsatisfaction,whichis greaterthanthe 91%
“Agree”responsesin2015. 2% of responseswere
“Disagree,”1% were “NotSure,”and 0% had no
response orwere omitteddue toinabilitytocode.
Questions3and 4 yieldedthe largestnumberof
“Agree”responseswith 100% of respondents
agreeingthattheyfeltsupportedbytheirtreatment
teamand felttheyhadsomeone totalkto at
DevelopmentCenters.
The largestnumberof “Disagree”responses
correspondstoQuestion2. Almost5% of
respondentsdisagreed withthe statements indicating
that they helpedtochoose the goalsforhis/herown
treatmentplan.

12
1
1
1
1
1
1
1
2
1
1
1
16
17
16
15
16
16
17
15
16
16
16
16
1
2
3
4
5
6
7
8
9
10
11
12
Questions ACT/OMEGA
Questions Key
Centers.
whenI wastroubled.
5. I knowI can involve myfamily/friendsinmytreatment
for me.
12. Overall, Iamsatisfiedwiththe servicesIreceived.
Report
The ACT Omega programsurveyeda totalof 17
consumers. Overall, 94% of responseswere “Agree” and
favorable towardsatisfaction, whichrepresents a decrease
from the 98% of “Agree” responsesin2015. 1% of
responses were “Disagree,” 2% were “Not Sure,” and2%
were left blankor unableto code.
Questions 2 and7 yieldedthe largest number of “Agree”
responses. 100% of respondents agreed that theyhelped
choose the goals for their treatment planandthe location
of serviceswas convenient.
The largest of number of “Disagree” responses correspond
to Questions 6 and8. 6% of respondents disagreedwith
the statements indicatingthat iftheyhadother choices,
theywould stillchoose to get services fromDevelopment
centers, andthat services were available at timesthat
were convenient for them.

13
1
1
3
1
1
1
4
1
2
3
6
6
6
7
10
7
4
5
4
3
4
1
1
1
2
3
8
1
12
4
1
1
5
2
124
125
123
119
113
123
116
122
123
127
121
126
1
2
3
4
5
6
7
8
9
10
11
12
Questions Adult Case Management/Outreach/AFC
Questions Key
1. I feel safe whenI come to DevelopmentCenters.
Centers.
whenI wastroubled.
for me.
Report
The AdultCase Management/Outreach/AFCprogram
surveyedatotal of 132 consumers. Overall,92%of
responseswere “Agree”andfavorable toward
satisfaction,whichrepresents aresultequal to the
92% of “Agree”responsesin2015. 3% of responses
were “Disagree,”3% were “NotSure,”and 2% were
leftblankoromitteddue toinabilitytocode.
Questions10 yieldedthe largestnumberof “Agree”
responses. Almost96% of respondents agreedthat
staff treatedthemwithrespect.
The largestof numberof “Disagree”responses
correspondtoQuestion7. Approximately 9%of
respondentsdisagreed withthe statements indicating
that the locationof serviceswasconvenient.

14
1
1
2
2
2
3
2
1
2
2
1
1
1
1
32
31
31
30
29
31
32
32
30
33
32
31
1
2
3
4
5
6
7
8
9
10
11
12
Questions DD Full Circle - Adult
Questions Key
Centers.
whenI wastroubled.
8. Serviceswere available attimesthat were convenient
for me.
Report
The DD Full Circle- Adult program surveyed a total of 33
consumers. Overall,94% of responses were “Agree” and
favorabletoward satisfaction,which represents a decrease
from the 97% of “Agree” responses in 2015. 1% of
responses were “Disagree,” 4% were “Not Sure,” and 0.3%
were left blank or omitted due to inability to code.
Question 10 yielded the largestnumber of “Agree”
responses. 100% of respondents agreed staff treated them
with respect.
The largestof number of “Disagree” responses correspond
to Questions 4,5, 7, and 11. Approximately 3% of
respondents disagreed with the statements indicatingthat
if they felt they had someone to talk to at Development
Centers, knew they could chooseif family/friends were
involved in treatment, felt the location of services was
convenient, and felt staff was culturally sensitive.

15
1
3
1
3
2
1
1
3
2
1
2
2
1
1
1
20
18
20
17
19
19
20
18
19
20
18
19
1
2
3
4
5
6
7
8
9
10
11
12
Questions Detroit Hope Clubhouse
Questions Key
1. I feel safe when Icome to DevelopmentCenters.
Centers.
whenI wastroubled.
5. I knowI can involve my family/friendsinmytreatment
for me.
Report
The Detroit Hope Clubhouse program surveyed a totalof
21 consumers. Overall, 90% of responses were “Agree”
and favorable toward satisfaction, which shows a
decrease from the 98% of “Agree” responses in 2015.
1% of responses were “Disagree,” 9% were “Not Sure,”
and 0% were left blank or omitted due to inability to
code.
Question 1, 3, 7, and 10 yielded the largest number of
“Agree” responses. 95% of respondents agreed that they
feel safe at Development Centers, they feel supported
by the treatment team, and staff treatedthem with
respect.
The largest of number of “Disagree” responses
correspond to Questions 4, 6, and 11. Approximately 5%
of consumers disagreed with the statement that they
had someone to talk to at Development Centers if they
were troubled, they would return to Development
Centers if they have other choices, and that the staff
was culturally sensitive.

16
1
2
3
2
1
12
10
12
12
9
12
12
12
11
12
10
11
1
2
3
4
5
6
7
8
9
10
11
12
Questions Employment Services
Questions Key
Centers.
whenI wastroubled.
for me.
Report
The Employment Services program surveyed a total of 12
consumers. Overall,94% of responses were “Agree” and
favorabletoward satisfaction,a decreasefrom the 95% of
“Agree” responses in 2015. 6% of responses were
“Disagree,” 0.7% were “Not Sure,” and 0% were left blank
or omitted due to inability to code.
Questions 1, 3, 4, 6, 7, 8 and 10 yielded the largestnumber
of “Agree” responses. 100% of respondents agreed that
they felt safe, helped choose goals in their treatment plan,
they feel supported by their treatment team at
Development Centers, felt they had someone to talk to, if
they had other choices they would still chooseto get
services from Development Centers, the location of services
was convenient, and felt staff treated them with respect.
to Question 5. 25% of respondents disagreed with the
statements indicatingthatthey know that they can involve
their family/friends in their treatment.

17
1
1
1
1
2
3
1
2
2
3
1
1
2
6
3
3
6
1
1
1
1
56
54
56
50
53
52
49
56
56
57
56
58
1
2
3
4
5
6
7
8
9
10
11
12
Questions New Directions Clubhouse
Report
The New Directions Clubhouse program surveyed a total
of 58 consumers. Overall, 94% of responses were
“Agree” and favorable toward satisfaction which is
greater than the 92% of “Agree” responses in 2015. 4%
of responses were “Disagree,” 2% were “Not Sure,” and
0.6% were left blank or omitted due to inability to code.
Question 12 yielded the largest number of “Agree”
responses. Approximately 100% of respondents agreed
that they were overall satisfied with the services they
received.
correspond to Question 4 and 7. Approximately 10% of
respondents disagreed with the statements indicating
that they felt they had someone to talk to at
Development Centers and that the location of services
was convenient.
Questions Key
Centers.
whenI wastroubled.
for me.

18
1
1
1
2
1
1
1
1
1
1
6
2
1
6
12
12
4
3
10
1
6
3
2
1
1
3
3
3
3
1
1
1
277
279
280
275
267
266
275
276
271
281
275
278
1
2
3
4
5
6
7
8
9
10
11
12
Questions North Central - Adult Outpatient
Questions Key
Centers.
whenI wastroubled.
6. If I had otherchoices,Iwouldstill choose toget services
for me.
Report
The North Central – Adult Outpatient programsurveyed a
total of 283 consumers. Overall,97%of responses were
“Agree” and favorabletoward satisfaction,which
represents a decreasefrom the 98% of “Agree” responses
in 2015. .6% of responses were “Disagree,” 2% were “Not
Sure,” and .4% were left blank or omitted due to inability to
code.
Question 10 yielded the largestnumber of “Agree”
responses. 99% of respondents agreed that the staff
treated them with respect. Question 3 yielded the second
largestnumber of “Agree” responses.98% of respondents
agree that they felt supported by their treatment team.
to Questions 5,6, 7 and 8. Approximately 1% of
responders disagreethat the location and times of services
are convenient, and if they had other choices they would
return to Development Centers.

19
1
1
3
2
1
2
2
1
1
6
6
7
5
13
9
4
6
4
3
6
7
1
2
1
2
6
2
2
1
5
3
4
2
176
175
174
175
161
170
176
174
172
176
173
173
1
2
3
4
5
6
7
8
9
10
11
12
Questions West - Adult Outpatient
Questions Key
Centers.
whenI wastroubled.
for me.
Report
The West – Adult Outpatient program surveyed a total
of 183 consumers. Overall, 94% of responses were
“Agree” and favorable toward satisfaction, which
represents a decrease from the __% of “Agree”
responses in 2015. 1.5% of responses were “Disagree,”
3.5% were “Not Sure,” and 1% were left blank or
omitted due to inability to code.
Question 1,7 and 10 yielded the largest number of
“Agree” responses. 96% of respondents agreed that
they feel safe at Development Centers, that the location
of services in convenient, and the staff treatedthem
with respect.
correspond to Question 9. Approximately 3% of
responders disagree that their family got the help that
they wanted.

20
.
1
1
1
1
2
1
1
1
29
29
29
27
27
29
29
28
27
29
27
29
1
2
3
4
5
6
7
8
9
10
11
12
Questions Supportive Housing Services
Questions Key
2. I helpedchoose the goalsformy treatmentplan.
Centers.
whenI wastroubled.
for me.
Report
The Supportive Housing program surveyed a total of 29
consumers. Overall, 97% of responses were “Agree” and
favorable toward satisfaction, which represents a
0.3% of responses were “Disagree,” 0.6% were “Not
Sure,” and 2% were left blank or were omitted due to
inability to code.
Questions 1, 2, 3, 6, 7 and 12 yielded the largest number
of “Agree” responses. Approximately 100% of
respondents agreed that they felt safe when coming to
Development Centers, helped choose goals for their
treatment plan, felt supported by their treatment team,
would still choose to come to Development Centers if
they had other options, felt the location of services was
convenient, and was overall satisfied with the services
they received.

21
VI.Child Survey Results by
Program

22
1
5
3
2
4
7
3
1
35
36
38
40
33
32
1
2
3
4
5
6
Questions Children'sHome Based - Child
Yes No Not Sure No Response
Questions Key
1. I feel safe when I come to
Development Centers.
2. I helped choose the goals for my
treatment plan.
3. The therapist is helpful to me.
4. The therapist listens to me.
5. My family can be part of therapy if I
want them to be.
6. I feel better since I started to come
here.
Report
The Children’s Homebased - program– Child
surveyedatotal of 40 consumers. Overall, 89%of
satisfaction,anincrease from the 88% of “Agree”
responsesin2015. 1.6% of responseswere
“Disagree,”8.75% were “NotSure,”and .65% were
leftblankoromitteddue toinabilitytocode.
Question4yieldedthe largestnumberof “Agree”
responses. 100% of respondents agreedthattheir
therapistlistenstothem.
correspondtoQuestion 5. Approximately8%of
respondentsdisagreedwiththe statementindicating
that theirfamilycanbe part of therapyif theywant
themto be.

23
1
1
2
1
5
2
1
19
15
20
19
19
15
1
2
3
4
5
6
Number of Participants (N) =20
Questions DD Full Circle - Child
Questions Key
treatment plan.
want them to be.
here.
Report
The DD Full Circle program- Childsurveyedatotal of
20 consumers. Overall,89% of responseswere
“Agree”andfavorable towardsatisfaction,aincrease
fromthe 78% of “Agree”responsesin2015. 2.5% of
responseswere “Disagree,”7.5% were “NotSure,”
and 1% were leftblankoromitteddue toinabilityto
code.
Questions3yieldedthe largestnumberof “Agree”
responses. 100% of respondentsagreedthatthey
feel safe whentheycome toDevelopmentCenters
and the therapistishelpful tothem.
The largestof numberof “Disagree” responses
correspondtoQuestions2. Approximately 2%of
that theyhelpedchoose theirowngoalsfortheir
treatmentplan.

24
1
1
5
5
5
5
3
5
1
2
3
4
5
6
Questions JJ Mental Health - Child
Questions Key
treatment plan.
want them to be.
here.
Report
The JJ Mental Healthprogram - Child surveyed a total of
5 consumers. Overall, 94% of responses were “Agree”
and favorable toward satisfaction which is an increase to
the 81% of “Agree” responses in 2015. 3% of responses
were “Disagree,” 3% were “Not Sure,” and 0% were left
blank or omitted due to inability to code.
Questions 1, 2, 3, 4 and 6 yielded the largest number of
they feel safe when they come to Development Centers,
the therapist is helpful to them and the therapist listens
to them, and that they feel better since coming to
correspond to Questions 5. Approximately 3% of
respondents disagreed with the statement indicating
that their family can take part in therapy.

25
1
1
2
1
1
5
1
2
5
5
3
3
1
35
28
36
33
28
31
1
2
3
4
5
6
Questions
North Central Children'sOutpatient - Child
Questions Key
treatment plan.
want them to be.
here.
Report
The North Central – Children’s Outpatient program -
Child surveyed a totalof 37 consumers. Overall, 86% of
responses were “Agree” and favorable toward
satisfaction, a decrease from the 87% of “Agree”
responses in 2015. 3% of responses were “Disagree,”
9% were “Not Sure,” and 2% were left blank or omitted
due to inability to code.
responses. 97% of respondents agreed that they feel
the therapist is helpful to them. Question 1 yielded the
next largest number of “Agree” responses. 95% of
respondents agreed that they feel safe at Development
Centers.
The only “Disagree” responses correspond to Questions
2 and 5. 8% of respondents disagreed with the
statements indicating that they helped choose the goals
for their treatment plan and their family can be part of
therapy if they want them to be.

26
1
1
1
1
1
4
1
1
20
19
19
19
14
18
1
2
3
4
5
6
Questions School Based - Child
Questions Key
treatment plan.
want them to be.
here.
Report
The School Based Services program - Child surveyed a
total of 20 consumers. Overall, 91% of responses were
“Agree” and favorable toward satisfaction, an increase
from 87% of “Agree” responses in 2015. 1% of
responses were “Disagree,” 4% were “Not Sure,” and 4%
responses. 100% of respondents agreed that they feel
safe when they come to development centers.
Questions 2, 3, and 4 yielded the second largest number
they choose the goals for their treatment plan, and
agreethat their therapist is helpful and listens to them.
Question 5 yielded the largest amount of “Disagree”
responses. Approximately 5% respondents disagreed
with the statement that their family can be part of
therapy if they want them to be.

27
5
8
6
2
3
2
49
42
49
49
38
41
1
2
3
4
5
6
Questions South Children'sOutpatient - Child
Questions Key
treatment plan.
want them to be.
here.
Report
The South Children’s Outpatientprogram–Child
surveyedatotal of 49 consumers. Overall, 91%of
satisfaction,adecrease fromthe 98_% of “Agree”
responsesin2015. 2% of responseswere “Disagree,”
7% were “NotSure,”and 0% were leftblankor
omitteddue toinabilitytocode.
Questions1,3, and 4 yieldedthe largestnumberof
“Agree”responses. 100% of respondentsagreedthat
theyfeel safe atDevelopmentCenters, andagree that
the therapistishelpful andlistens tothem.
Question5yieldsthe highestnumberof “Disagree”
responses.Approximately6% of respondents
disagreedwiththe statementthattheirfamilycanbe
part of therapyif theywantthemto be.

28
1
1
1
1
2
1
3
1
14
11
14
15
13
12
1
2
3
4
5
6
Questions Wraparound - Child
Questions Key
treatment plan.
want them to be.
here.
Report
The Wraparound program – Child surveyed a total of 15
consumers. Overall, 88% of responses were “Agree” and
favorable toward satisfaction, which is the same as the
88% of “Agree” responses in 2015. 5% of responses
were “Disagree,” 5% were “Not Sure,” and 2% were left
blank or omitted due to inability to code.
responses. 100% of respondents agreed that the
therapist listens to them. Questions 1 and 3 yielded the
second highest number of “Agree” responses.
Approximately 93% of respondents agreed that they feel
safe at Development Centers and their therapist is
helpful to them.
correspond to Questions 2. Approximately 20% of
respondents disagreed with the statements indicating
that they helped choose their own treatment goals.

29
VII. Parent/Guardian
Survey Results by
Program

30
2
2
1
3
1
1
1
1
2
2
1
1
2
1
1
1
1
1
1
1
2
1
1
1
31
33
34
30
33
33
33
31
32
32
33
32
1
2
3
4
5
6
7
8
9
10
11
12
Number of Paricipants (N) = 35
Questions Children'sHome Based - Parent
Questions Key
Centers.
whenI wastroubled.
for me.
The Children’sHome BasedProgram - Childsurveyeda
total of 35 parents/guardians.Overall,92%of
satisfaction, adecrease from96% “Agree”responses
in2015. .05% of responseswere “Disagree”,3%were
“Not Sure”,and4.5% were leftblankoromitteddue
to inabilitytocode.
Questions3yieldedthe greatestnumberof “Agree”
responses.97% of respondentsagreedthattheyfeel
supportedbythe treatmentteam.Questions2,5, 6,
7, 11 producedthe secondhighestnumberof “Agree”
responses. 94% of respondents knewtheycould
involve family/friendsintreatment,wouldchoose
DevelopmentCentersevenif theyhadotherchoices,
agreedthat the locationof services wasconvenient
for them, feltthatthe staff was culturallysensitive to
theirethnicorspiritual background,andthattheyhad
a role in choosingtheirtreatmentplan.

31
2
1
1
1
1
1
4
3
2
4
2
1
2
1
1
3
2
1
42
42
37
39
41
38
38
40
41
42
41
42
1
2
3
4
5
6
7
8
9
10
11
12
Number of Participants (N)= 43
Questions
DD Full Circle - Parent
Agree Disagree Not Sure Null
Questions Key
Centers.
whenI wastroubled.
for me.
Report
The DD Full CircleProgram – Parent surveyed 43
parents/guardians. Overall,94%of responses were
“Agree” and favorabletoward satisfaction,this isa
decrease from the 98% of “Agree” responses in 2015.1% of
the responses were “Disagree”, 4% were “Not Sure”, and
1% were let blank or omitted due to inability to code.
Questions 12, 10,2, and 1 yielded the greatest number of
“Agree” responses.98% of responders feel safewhileat
Development Centers, helped create the goals for their
treatment plan,and believe the staff treated them fairly.
Questions 11, 9, and 5 yielded the second greatest number
of “Agree” responses. 95% of responders felt the staff was
sensitiveto their cultural or ethnic background,believed
they got the help their family wanted, and knew they could
includefamily/friends in treatment services.
Question 7 yielded the most “Disagree” responses. 7% of
respondents disagreed with the statement that indicated
the location of services was convenient to them.

32
1
1
1
1
2
1
1
1
23
25
24
24
23
24
23
25
25
25
25
25
1
2
3
4
5
6
7
8
9
10
11
12
Questions
ECFS Home Based - Parent
Questions Key
Centers.
whenI wastroubled.
for me.
Compared to Infant Mental Health in 2015 Report
(ECFS)
The ECFS Home Based Program – Parentsurveyeda
total of 25 parent/guardians.Overall,97%of
responseswere “Agree”andfavorable towards
satisfaction,thisisthe same asthe 97% of “Agree”
responsesin2015. 1% of responseswere “Disagree”,
.66% were “NotSure”,and 1.34% were omitteddue
to inabilitytocode.
Questions12,11, 10, 9, 8, and 2 yieldedthe highest
numberof “Agree”responses.100% of respondents
feltthattheyhelpedchoose the goalsforthe
treatmentplan,hadservicesavailable ataconvenient
time,believedthe familygotthe helptheywanted,
feltrespectedbythe staff,andagreedthatthe staff
was sensitive totheircultural/ethnic/spiritual
background.
Questions7,6 and1 yieldedthe largestnumberof
“Disagree”responses.Approximately4%of
respondentsdidnotagree thatif theyhadother
choicestheywouldstill choose DevelopmentCenters,
or that the locationof serviceswasconvenientfor
them.

33
1
4
4
4
4
4
4
3
4
4
4
4
4
1
2
3
4
5
6
7
8
9
10
11
12
Questions ECFS Outpatient - Parent
Questions Key
Centers.
whenI wastroubled.
for me.
Compared to 3-5 year old (ECFS)
The ECFS outpatientprogram- Parentsurveyeda
total of 4 parents/guardians. Overall, 98%of
satisfaction, thisisadecrease from100% of “Agree”
responsesin2015. 0% of responseswere “Disagree,”
2% were “NotSure,”and 0% were leftblankor
All questions exceptnumber7yieldedthe same
numberof “Agree”responses. 100% of respondents
agreedthat theyfeel safe whentheycome to
DevelopmentCenters,theyhelpedchoose the goals
intheirchild/family’streatmentplan, theyfeltthat
theirchildhadsomeone totalkto at Development
Centerswhentheywere troubled,theyknow their
childhadsomeone totalkto at DevelopmentCenters
whentheywere troubled,if theyhadotherchoices,
theywouldstill choose togetservicesfrom
DevelopmentCenters.

34
1
5
5
5
4
5
5
5
5
5
5
5
5
1
2
3
4
5
6
7
8
9
10
11
12
Questions
JJ Mental Health - Parent
Questions Key
2. I helpedchoose the goalsformy treatmentplan.
Centers.
whenI wastroubled.
for me.
Report
The Juvenile Justice Mental Health program - Parent
surveyed a total of 5 parents/guardians. Overall, 98% of
responses were “Agree” and favorable toward
satisfaction, an increase from the 90% of “Agree”
responses in 2015. 2% were “Disagree”, 0% were “Not
Sure” and 0% were left blank or omitted due to inability
to code.
All questions except for number 4 yielded the largest
number of “Agree” responses. 100% of respondents
agreed that they feel safe when they come to
Development Centers, their family got what they
wanted, they helped choose the goals in their
child/family’s treatment plan, they feel supported by
their treatment teamat Development Centers, if they
had other choices, they would still choose to get services
from Development Centers, and staff treatedthem with
respect.
The largest number of “Disagree” responses
corresponds to Question 4. Approximately 20% of
that they felt like they had someone to talk to at
Development Centers when they were troubled.

35
1
1
1
1
1
3
1
1
1
1
1
1
1
1
1
30
31
31
31
31
31
31
30
31
29
31
30
1
2
3
4
5
6
7
8
9
10
11
12
Questions North Central Children'sOutpatient - Parent
Questions Key
Centers.
whenI wastroubled.
for me.
Report
The North Central – Children’s Outpatient program
surveyed a total of 32 parents/guardians. Overall, 96%
of responses were “Agree” and favorable toward
satisfaction, a decrease from the 100% of “Agree”
responses in 2015. .5%was “Disagree”, 1% were “Not
Sure”, and 2.5% were left blank or omitted due to
inability to code.
Questions 2, 3, 4,5,6,7, 9, 11 had the highest percent of
they feel supported by their treatment teamat
Development Centers, they felt that their child had
someone to talk to at Development Centers when they
were troubled, they know their child can involve family
and friends in their treatment/services if they choose to
include them, if they had other choices, they would still
choose to get services from Development Centers.
correspond to Questions 2 and 7. Approximately 3% of
respondents disagreed with the statements that they
helped choose the treatment goals for their child and
that the location of services was convenient.

36
11
11
11
11
11
10
10
10
10
11
11
11
1
1
1
1
1
2
3
4
5
6
7
8
9
10
11
12
Number of Respondents (N) =11
Questions School Based Services - Parent
Questions Key
Centers.
whenI wastroubled.
for me.
Report
The School Based Services program - Parent surveyed a
total of 11 parents/guardians. Overall, 97% of responses
were “Agree” and favorable toward satisfaction, a
.75% of responses were “Disagree,” 1.5% was “Not
Sure,” and .75% were left blank or omitted due to
inability to code.
Questions 1, 2, 3, 4, 5, 10, 11, and 12 yielded the largest
number of “Agree” responses. 100% of respondents
agreed that they feel safe when they come to
Development Centers, they helped choose the goals in
their child/family’s treatment plan, staff treated them
with respect, and staff was sensitive to their
cultural/ethnic/spiritual background.
correspond to Question 6. Approximately 9% of
that if they had other choices they would still get
services at Development Centers.

37
39
39
39
39
37
36
37
35
36
39
37
38
1
2
3
1
3
3
2
1
1
1
2
3
4
5
6
7
8
9
10
11
12
Number of Participants (39)
Questions South Children'sOutpatient- Parent
No Response Not Sure Disagree Agree
Questions Key
Centers.
whenI wastroubled.
for me.
Report
The South Children’sOutpatientprogram –Parent
surveyed39 parent/guardians. Overall,96%of
satisfaction,adecrease fromthe 98% of “Agree”
responsesin2015. .2% of responseswere “Disagree,”
3% were “NotSure,”and .2% were leftblankor
Questions1,2, 3, 4 and 10 yieldedthe largestnumber
of “Agree”responses. 100% of respondentsagreed
that theyfeel safe whentheycome toDevelopment
Centers,theyhelpedchoose the goalsintheir
child/family’streatmentplan,andstaff treatedthem
withrespect.
correspondtoQuestion 8. Approximately .2%of
that serviceswere ata convenienttime forthem.

38
1
1
1
1
1
1
1
1
1
7
7
7
5
6
6
7
5
6
7
6
6
1
2
3
4
5
6
7
8
9
10
11
12
Questions Wraparound - Parent
Questions Key
Centers.
whenI wastroubled.
for me.
Report
The Wraparound program - Parent surveyed a total of 7
parents/guardians. Overall, 89% of responses were
“Agree” and favorable toward satisfaction, an decrease
from the 98% of “Agree” responses in 2015. 5% of
responses were “Disagree,” 5% were “Not Sure,” and 1%
Questions 1, 2, 3, 7, and 10 yielded the largest number
they feel safe when they come to Development Centers,
they helped choose the goals in their child/family’s
treatment plan, they feel supported by their treatment
team at Development Centers and the staff treatsthem
with respect.
correspond to Questions 4, 5, 8, and 11. Approximately
14% of respondents disagreed with the statements
indicating that they know their child can involve family
and friends in their treatment/services if they choose to
include them, and that they felt their child had someone
to talk to at Development Centers.

39
VIII. Recommendations andImplications
To upholdthe missionof DevelopmentCenters,the agencyplaceshighimportance oncontinually assessing
consumerneeds,satisfaction,andfeedback. Thisallowsthe agencytoprovide the highestqualityof care to
consumers. Inreviewingthe resultsfromthe 2016 ConsumerSatisfactionSurvey,the QualityImprovementTeam
has made several recommendationsbasedondataanalysis,whichfurthersupportthe agencyinmeetingthe needs
of consumersandthe communityalike.
Continueto Identify Standard Survey Collection RateforAll Programs: DevelopmentCentersaimstogather
feedbackfrom all active consumers. DevelopmentCentersagaincalculatedthe targetsamplesize foreachprogram
basedon a 95% confidence level and5%confidence interval. Thiseffortwasundertakentoensure thatthe survey
resultsforeachprogram were representativeof the entire populationwithinthe program. Thoughmostprograms
were notable to reach the targetsample size withsurveycollection,DevelopmentCenterswillcontinuetoutilize
thispractice in an efforttoreduce the amountof variance insurveycollection amongprogramsandincrease the
validityof results.
IncreaseConsumer/PeerInvolvementin thePlanning Processand ResultsDissemination:
DevelopmentCentersbelievesthatadditionalopportunitiesforconsumer/peerinvolvementinthe Consumer
SatisfactionSurveyprocesswill increase consumerinput,meaningfulnessof surveyresultsandapplicationof
feedbacktoagencyoperations. DevelopmentCenterswill encourage andwelcomethe participationof
consumer/peerentitiesincludingthe ConsumerAdvisory Committee,Clubhouse members,PeerAdvocatesand
Youth Unitedadvocatessupportingaconsumer-centricsurveyprocess.
Refine SurveysforChildren and Support: DevelopmentCentershashadongoingeffortstoclarifyquestionsonthe
children’ssurvey.Giventhe highpercentage of unsure responsesonchildren’ssurveysfor2016, Development
Centerswill continue theseeffortstoclarifyquestionsonchildren’ssurveys. Furthermore,DevelopmentCenters
will reviewthe processof administeringthe surveyto childrentoidentifyanybarriersthatchildrenhave infilling
themout for2017.
Discussresults with properDevelopmentCenterstaff to ensurepositivechange:
● Afterreviewingthe “Disagree”responses –5 outof the 7 children’sprogramssurveyedhadthe highestpercent
of “Disagree”responsesforQuestion5outof all otherquestions. Question5askedthe children“Myfamilycan
be part of therapyif I wantthemto be”.The QualityImprovementTeamwillshare thisinformationwiththe
staff workingwithchildrentomake sure thatthose consumersunderstandwhocanbe involvedintheirtherapy
sessions.
● Additionally,inthe surveyscompletedbyParents/Guardianswithchildrenenrolledinone of the 9 programs
surveyed,5out of the 9 programsidentifiedquestion7tohave the highestpercentof “Disagree”responses.
Question7askedparentsif the “Location of serviceswasconvenient”.Thiswasalsotrue of adultstakingthe
adultprogram services.Inthose surveys4outof 10 programsidentifiedquestion7as havingthe highest
amountof “Disagree”responses.The QualityImprovementTeamplanstomeetwiththe DevelopmentCenters’
staff and leadershipthatdetermine locationtodiscusshow toaddressthisissue forbothchildrenandadult
services.

40
Overall,DevelopmentCentershadpositive surveyresultsacrossall programsin2016 producinga 94% agency
satisfactionrating. DevelopmentCentersiscommittedtolisteningtoall consumersandmeetingtheirneeds. The
agencyconsistentlyprovidesahighqualityof care to consumers,whichhasbeenconfirmedwiththe highnumberof
responsesaffirmingsatisfaction. Writtencommentswillbe exploredwithineachdepartmenttoassessfurther
strengths,aswell asareas forimprovement.
IX. Disbursement of Results
DevelopmentCentersbelievesitisimperative toshare these resultswithall stakeholders, includingconsumers.
Resultswill be postedinhightrafficareastodisplayoutcomesandexpressappreciationof participation. Handouts
will be copiedandplacedinthe lobbiesurgingall interestedconsumerstotake a copyfor furtherreview. The
handoutwill alsocontaininformationonthe ConsumerAdvisoryCouncil,includingthe phone numberforthose
consumerswithanyadditional questionsconcerningthe results.

41
2016 Consumer Satisfaction Survey:
Appendix

42
Table of Contents
I. Appendix A - WrittenComments by
Program
II. Appendix B - Survey Tool Templates
(Adult, Children’s,
Parent/Guardian’s)
III. Appendix C- Consumer Satisfactions
Survey Plan

43
Appendix A – WrittenComments by Program
Adult Services Survey Responses
ACT
 The ACT team isa blessingforhelpingme stable inall aspects.
 DevelopmentCentershelpsme inmanyways.There Great
ACT/OMEGA
 Team should be more consistent in policies.Team should be more sensitive to matters that concern client
Adult Case Management/Outreach/AFC
 I have beenworkingwith (staff name)andshe hasdone a wonderful job!!!
 I thinkthat the DevelopmentCenterhasawonderdful staff.Iamhappyto know them.
 I feel Ihave someone totalkto whenI’mfeelingdown.Ifeel like I’munderstood.
 On a one to 10 (staff member) isatwelve withHelpingme!
 Whenthere isa problemI'll letmytherapist know whenI'minCrisis.
 I like mynewcase manager{personal signature}
 I am the type that don't getmuch love andrespectfromthe opposite sex.SoImustimprovise awayto channel
those badthingsintosomethingpositive bynot thinkingaboutthe situation,evenchurchtellsme todwell on
God or Jesus nextthinguknowu forgetaboutwhat I wasdwellingon.That'sjusta couple of waysto dwell on
positive andnotthe negative stuff.
 I wouldhonestlysayif she wasa jerk,she (staff name) isthe best!.Ilove her!Giverhera raise.Butshe should
buyus pop + chips+ pizza{personal signature anddate}
 No comment
 I feel thatthe care I receive fromDCIissuper.I am verysatisfiedwithandgetgreathelpfrommysocial worker,
(staff name),andmydoctor (staff name).
 Thank you
 I have beena consumerat DCIfor 11 years.Duringthat time I have alwaysfeltcomfortablethere.Myresidency
has changedandit's somewhatchallengingtogettheirespeciallywhenusingLogisticare HoweverIwill continue
to meetall appointmentandclubhouse.
 (staff name) Septermber15,2016 My case managerHelpme withtreatmentplanwhenIwasintrouble mycase
manager(staff name) Helpme.Iam savingmoneyformyNail and toesNailsformyshop I am savingmoneyfor
my ManisoninSherwoodForests.
 My favorite case manageris (staff member) comingtoDevelopmentCenter
 It was a lotof help…
 I feel Iwastreatedwithtotal respectandconcern
 I really,Reallyappreciate the workandhelpreceivedby,my,Doctor,Therapists,andcase workersILove them
all,{personal signature}
 I am veryhappywithmy servicesIamgoingto missotherpeople
 I still thinkyoushouldhave achaplainonduty.
 {personal contactinformation}
 I thoughtthe newcase managerwascool.I lookforwardto workingwithher.

44
 All the yearsof beinga DCI client/consumer,DCIhasprovidedtheirtime of when/sneededthe the most.14
yearsreallyare makinga difference.
 (Staff member) isgoodPCPIlove herwork {personal signature}
 My case manageris the Best!!!My doctor isverysupportive tome.They care aboutme and my familyI
wouldn'tchange Anything.
 I've enjoyedthe time spentwithdevelopmentcenters,andIappreciate all the helptheyhave beengivingme.I
wishto continue receivingservice.
 I have no suggestionsastohowto improve the servicesatDCother thana physical tourandexplanationof all
servicesavailable includingthe clubhouse area.
 No comment
 I alwayslike totake time andthinkand develop
 (staff name) rocks!!!
 I like the servicesI've receivedfrom doctor(staff name) &wouldlike togetworkingsoon.
 Thank youfor all yourhelp& time.
 Staff was polite/andunderstandingmyissues.
 I feel happyIcome here.I leave feelinggood.Iknow myteamis here forme.
 The care I get isgreat
 All staff membersare alwaysveryhelpful intheirareas,andalsowillingtohave jointconferenceswhen
necessarytoresolve issuesthatmayarises.My last9 yearswithdevelopmentcentershasgivenme many
chancesto helpmyself,withadvice fromeverymemberof mysupport staff.{personal signature}
 I have an awesome treatmentteam,Ireallylike them.Theyhave andcontinue tohelpme,todayIjusttalkwith
an employmentspecialist.Itwasa deeppleasure tomeetwithher.Thankyou
 Theyare keepingme outof hospital
 (staff name) isverypleasant tobe aroundand she takesher jobveryseriously
 I like talkingwith (staff name) aboutmyproblems
 Nice!!:)
 (staff name) isverynice andhelpsme.
 I knowthat I have chosenthe rightdevelopmentcenterIdon’tfeel afraidlike IusuallydoIfeel verysafe and
welcome
 (Staff name) isthe bestcounselorinthe world.Idon'tknow what I woulddowithouther!
 I wouldjustlike toknowwhydon’tnoone want to helpme.Become abetterman sense amnotlock up know
more, whydo people lookatme different.
 I have receivedthe servicesIhave neededoverall.
 I've beenwithDevelopmentCenterforyearswithsatisfaction:-) :-) :-) :-) :-)
 I have a verystrong sense of gratitude forthe directorof thisprogram.For over 30 yearsI couldnotquit
smokingweed andonone visitof 45min.w/ (staff member) mydesireforweedhasended7/18/2016 forever!
Thank God forDev.Centersoh,and the staff isoverwhelmed
 People shouldbe able totake theirfamiliesintodoctor's appointmentswithoutbeinggivenahardtime.Iwas
givena hardtime.Doctor had a snottyattitude.She wasnottalkingtome rightI am oldenoughto be her
father.
 I have no negative comments.I've recommendedthe facilitytoothersandhave toldthem that I've beentoa
varietyof "treatmentcenters"eithermyself,orwithsomeone,andthe staff here,isnicer,more concerned,and
non-judgmental,andalwayswillingtohelp.No,thankyouforbeinghere :-)

45
 I like the centercause Ibeencominghere fora longtime.
 I feel thatthe people here have helpme insomanyway's I don’tunderstandwhypeople care aboutother
people,the waythattheydoat thisplace.No,thankyouand everyone here {personalsignature}
 Thank u forour Help
 (Staff member) ismycase workershe doesa reallygoodworker,she supportsme reallywell,DCI,Has
performedverywell.
 "I thinkthe case workersneedtohave assistantsbecause theyare outof the office alotand sometimestheyare
hard to getin touchwith."
DD Full Circle
 I'm happywithDevelopmentCentersandthe helpwe getfromcominghere
 I love yall,youare the Bomb.Evendoctor (staff name)
 I like cominghere andthe serviceshere really.Helpme
 I'm happywithmy services
 I'm happywithmy supportsandcorrdinationwhohelptogetme a new wheel chair
Detroit Hope Clubhouse
 I thinkthe clubhouse isasafe place to be.
 I like thatI learnedhowtotype betterhere andcook better.Imade a lot of friendshere too.We respectone
anotherand love eachother.
 I like itbecause itgive me somethingtodoitgetsme outthe house andkeepmymindfocusedandfully
functional.
 Theyhelpme especiallywiththe medication.
 I enjoycominghere andgladhelpsme outa lot.
EmploymentServices
 I am goingto do some NailsandtoessomedayIam goingto be famousindoingNailsandToes.
NewDirections Clubhouse
 TEAM
 MY "BEST-LOVED"FRIENDS:(staff andor consumernames) WILL REALLY LOVE ME. &, REMEMBER THE PEOPLE
WHO VISITSME
 The developmentcenteratthe clubhouse isthe bestplace tobe at. The reasonwhy it'sthe place cause itis
reallyhelpingme onmyrecoveryandglad to getthe help.
 Can the Clubhouse have wi-fi?Justthe clubhouse.Also,canyouputwaste basketsinthe frontlobby?If thisis a
smoke-freebuilding,whydopeoplesmoke outside?Whathappenedtosmokingcessationworkshops?
 I thinkthat they didrespectme whyI have servise here
 I feel comfortable{personal signature}
 All I can say isthat I love beingatthe developmentcenter.Iwouldlike tocontinue tocome asmuch as I can and
learnall I can whenI needit.The staff here isexcellent andtheyare willingtoworkwithyouat your con-vience
at all times. {personal signature}
 I didn'twantto come to anybodywhenIwasin trouble.Iwantedtoseemstrong.
 The clubhouse makesme feel betteraboutmysituationsthatare goingonin my life

46
North Central - Adult Outpatient
 thankyou forall the caringand good stuff youdo to helpusclients.
 i gethelpwithfoodbecause of mycase manager thankyou
 I go to Stepbecause mycase managergot me in.
 My case managerhelpedme getintoa workprogram at JVS.
 i washelpedbythe staff.
 my case managerreallyhelpedme todaybytakingme forfoodand a wintercoat.
 I feel Iike Igainmore frombeinghere,thenIlost.
 I like the factthat the front deskremindme of myappointmentsthey're consistent.They kindof helpme upto
date about what'sgoingon withme.
 I am bettersince comingtothiscenter.
 I like the staff.Theytreatme nice.
 i'm gladI came here.Igot a lot of help.
 It helpsme outout a lotbeingwithpeople andsocializingwithpeople.
 I got a lot of good helpcomingtothisplace.
 i needmore help.
 i am okaywithservices.i beenhelped.
 it isgoodcominghere.
 it's okay
 Theytreat me withrespect.
 it's okay
 I like coming
 beinghere helpedme
 everythinghave beengoodhere
 I like cominghere.
 I like (staff name) she doesthe bestinhelpingme withthings.
 Thankful forthe helpthatI get fromNC
 The transportationandmy appointmentstheywerealwaysontime.
 I am happywithmy treatmentandeverythinggoingon
 I am verypleasedof the service recivedhere atDevelopmentCenters
 everyone wasveryHelpful-
 There are noproblemat thistime,Goodjobfromall.
 I love the DevelopmentCenterwithout(staff name) Iwouldbe lost.
 The tretmentI Have beengettingisHelpingme Tocope withpeople.Igetoutnow sometimbymyself.Idon't
talkto people thatmunchI am Thank For The help.
 I like (staff name). Herismyfriend.
 I needmore helponmyillnessexamples directinformation
 I like cominghere cause itisa nice Friendlyplace toobe It'snice and cleanand the saff is reallyFriendlyand
helpful
 Good place to retrive atreatmentplan
 I like ithere because the staff isverygoodbecause theyhelpme andencourage me.
 (Staff name) and(Staff name) isthe best!!Ineedsome helpfromdoctor(Diagnoses)
 So far the servicesthatwere providedhasbeengoingjustfinehaven'tbeenatthe centerthat longbuthoping

47
to getmore outof my time here
 I have to tell youthat youare one of the best (consumername) andourhome.Youare one of mty bestcase
Manager- Please keepitupmydear and God blessyou.The providerfor {personal signature}Home...{personal
signature}
 I feel Ihave goodservices.My needshave beenfulfilled.Iamencouragedtotake my medication.
 I needa newdoctor. (Staff name) isneverhere oralwayslate tosee me.I like torequestanew doctor its
imperative thatIdo.Thank you!
 I like the servicesandthe staff because Ifeel safe.Andtheytreatme reallygood.
 Good treatment!
 I have beenhelpedalotsince Ifirststartedcoming(1996?) I wasin an emotional badstate whenIstarted
coming.NowI feel somuchbetterandam at peace withmyself.
 I love moingtothe DevelopmentCenters.Theytreatme withthe upmostrespectIlove themALLI reallylove
(staff member) eventhoughshe'smycase managerenjoycomingtosee hershe make my day.I love the center
thankyou.
 {personal signature}
 HousingAssistance.Ireceivinghelpwithhousingassitance.Istronglyappriciate it.
 I enjoytalkingtomytherapistcause he helpsme tofocus onmy goalsthat I needtofocuson and keepsme
fromthinkingnegative thoughts.
 Empathy -Cultural Identity -null -Review-CompassionMeditation -Positive intentionforothers -nullCompassion
for others
 No I am goodthanks {personal signature}
 no thankyou
 I feel confidentthatreceivinghelpfromthe Developmentandstaff will helpme inprove myqualityof livingand
helpme to betteradapte tomy currentetendedFamilyandinlaws.Since mydaugterisinvolvedinoutof the
countrymilitarydutymysituationandpositionasthe prayerwaorierof our familyismore inducdthanever.I'd
like tolearnmore aboutworkshopsforseniorsorarts and crafts people.
 (Staff member) mycasemanagerlistentome helpme everyone listentome whenIam upsetshe helpme work
threwit.
 Alwaysreturnsphone call providesme withdifferentthingsforfamily.
 The service isgood
 My time isshort,no waitingstaff treatsme withrespect!
 It's veryhelpful andcareingpeople
 verygood
 (Staff member) isverygoodwithhelpme.Witheverythingandveryhelpful.
 Everybodytake time outtolistenandcare aboutmy feeling
 Overall Ihave greatfaithin the D.C.Itheyhave helpme inso manyway the staff.I don'trellyhave the words:-)
{personal signature}
West- AdultOutpatient
 I have no complaints.Iactuallychangedfromthe mental healthservicesthatIwasreceivingdowntowntothis
one and Im gladI made the switchbecause Ilove ithere and I will continue tocome.Thankyou=)
 Veryprofessional staff.Respectful of myneedsandunderstandingof myproblems.
 {personal signature}

48
 Service wasexcellent!Greatstaff andresources!
 Everyone hasbeenveryhelpful andIlove havingthe pharmacythere also.Itsveryconvenient
 I'm gladI chose to come here fortreatment.
 Justwishwe couldemployapsychiatrist/psycologist fortimeswhenusconsumersneedalittle helpwith
extraordinaryissuesproblemsoutside normal hoursof operations.(Nights/weekends-stabenowbillfull
implentation)
 DevelopmentCentersisareal productive partof my life inhelpinggainperspective inthe mental illnessand
treatmentsandalsolife plansIhave.Fromstaff to nurses,therapistanddoctors,DevelopmentCentershave
helpedme ateveryturn.
 I've beenwithdevelopmentcenterawhile andI have noproblems.
 I enjoycomingtothe developmentcentersit'sconvienetandeveryoneisnice tome
 Staff and doctorsalwaysmake me feel safe andare friendlyandattentive tomyneeds.
 I am verypleasedwithDev.Ctr.Services.
 VerySatisfiedwithoverallservicesthatIreceive atthe DevelopmentCenter.Ilvoe myteam. {personal
signature}
 I enjoyDev.Cen.
 I have to be more pleased,wellsatisfiedwitheveryonehere.Iamveryproudof that,thank-you{personal
signature}
 I've beencomingtoDevelopmentCenterfor2yrs. At firstI was hesitate,butIlearnedthattheirservices
(psychological,therapy)wasjustwhatI needed!I'msograteful forDevelopmentCenters.
 No comment
 I'm so happywiththe helpandsupportfromthiscenter"Thanks to all"
 I'm verysatisfied!
 We like comingtoDevelopmentCenter.
 I don't feel supportedorrespected.The receptionisthasbeenrude anddisrespectfuul;standoffishand
desmissive.OntwooccassionsIhave receivedunsealedsummariesorserviceslettersenttomyhouse.I don’t
thinkthe Developmentcenterregardmysensative home life asvalidissueinmylife.Myrelationshipwithmy
yanvlyhasbeenlargelyignoredandpushedunderthe rug.I don'tfeel respectedatdevelopmentCenter.Iam
currenlysearchingforothertreatmentoptons.Idon't thinkmyprivacyor confidentialityisbeingmaintained.
 My name is {personal signature}Ihave beencominghere since 2007. I startedcomingbecause Iwasso
overwhelmedwithproblemsfromjob,relationshipw/spouse,children,familyandjustlife.Iwasseeing (staff
member) atthe time.She wasveryhelpful andkind.Istartedseeing (staffmember).Iwassadand shyabout
still comingtoDevelopment.Iwasnotreadyfor a change.But, (staff member) and(staff member)made avery
nice transitionforme to continue tocome.I am so gladthatI still come. (staff member) have beenveryhelpful
and supportive withmyproblemsandrelationshipswithfamilyandlife.Iamthankful for (staff member), doctor
(staff member),the pharmacy,andstaff.Thankyou, {personal signature}
 Great staff free 4 everyone with(null)andare verycaring to theirpatient
 I like howIthinkbetterthanwhenI firstcame in I can talkmore (null) of beingpersonal andsome sometimesI
can tell people off whentheyneeditandthentheyleave me alone
 I have beena longtime receipent of serviceshere atthe developmentcenter(adultoutpatient) services.Ican
trulysay that I'am completelysatisfied.
 I appreciate everythingtheydoforme {personal signature}.
 (staff name) hasbeengreatpleasure &a bighelp

49
 its,a nice and clean facilityeverybodyiswelcomingandrespectful.
 Staff isprofessional
 DevelopmentCentersHelpedme alotand respectme as a client,aperson,and theytake the time toanswerall
my questionsandconcernswithoutandhesitationImThankful Forthem.
 Thank's foraskingI needall the helpIcan get my(null) istostay connected.
 Well Ifeel thatthe service isexcellentandthatI can talkmy problemsouttothe staff.
 Please continue the servicesthatyoudoTheytrulyseemtobe heart-feltandcompassionate.
 I am extremelygrateful thatthe servicesandtreatmentIreceive continuestomake myrecoversustaining,
qualityimpactingandsteadilyimprovingmyself.Iwill continuetotreatat the DevelopmentCenter,because of
theirprofessionalism,theirmedical treatmentskillsare helpful andthe entire staff show somuchpassionate
care for theirclientsandpatients.{personalsignature}
 I am thankful forthe servicesandknowledge IamreceivingHere!Thank-you!
 manninghashelpedme somuch
 My therapist(staff name)isgreatandmypsychiarist (staff name)istoo.
 I love cominghere itmakesme feel goodwhenIleave andIlove myDoctor…. Thank youGod Bless.
 I love the supportthatI receivedfrom (staff name)
 keepupthe good work.
 I can trulysay Ive enjoyedcominghere.She beensuchagreat persontohel[pme withmyissuestowere Ilook
forwardto mingintoheroffice
 Great supportstaff forpatientstobe helpedwiththeirproblems.Verybeneficial programsthatcouldbe
expanded.
 I feel Ican talkwithmy therapistLee aboutanythingandI like myDoctor(staff name)
 I reallyappreciate (staff name) and(staff name). Theyare sopatientwithme.WhenI'mup or downtheykeep
me level.
 You shouldbe more free withmeds.
 I previouslystatedthat…I've beentodifferentfacilities,and,deltwithothertheraputicmeans,andhere,I've
receivedthe best,mostcompassionate,realycaringhelp.Ihave nonegative comments.
 I feel goodwhenIcome 2 developmentcenterandIluvmiss(staff name) she ismytherapist.She itgooda
lisinesIluvithere 4 ever4 real 4show {personal signature}
 I appreciate the servicesthatIhave receivedfromDevelopmentCenter.Thankyou
 I like DCI
 EverythingisPeachDandyas Far as I'm Concerned{personal signature}
 No comment
 Staff helpsme tomatain medicationawarenessandhelpsme tounderstandwhatmymedicationdoesforme.
 Thank youDevelopmentCenter
 1). (staff name) 3).Medicine Drose of Knockme out 5). Unlesstheyhave otherpressingmatters6).Youbetter
knowif pharmacy (staff name) 7).Bostford- DevelopmentCenterPharmacySpecialistEvenaftermissed- late
home or no showsfromtransportation12).Yes.I see at least3 does.More yearsof help.I'm57 yearsold.
 I like the staff.Theyhelpme tofunctionwithlife issues.
 I feel thatmychildreceivedverygoodservice.AsaparentI was able to gethelpas well.
 "I thinkyouare excellent,youhave helpedheralot."
 "Whenwe reschedule appts withthe doctor,whydowe have to speakwiththe therapistfirst?"

50
Supportive Housing Services
 All staff have treatedme withrespectandhelpedme withall of myquestionsandall otherproblemsthatIhave
had.
 I have reallyinjoy (staff name). ButIfeel the onlyclose totalkto is (staff);But(staff) isgoodto;theymeanthe
worldto me;and alwayshappytosee everone
 it hasbeena blessingtome thankyoufor all your help
 I appreciate myservise andeveryone there issohelpful andcheerful I've beencomingforabout10 yrs nowand
I've come a longway.Thank God forplaceslike this.
 I love everyoneinthe developmentcenters
 DevelopmentCenterisaverygood organizationandIfeel verycomfortable atthe presenttime Sincerely
{personal signature} 9/28/16
 The people atthe DevelopmentCenterhave beenverryhelpfultome ineverywayThank'sto everyone there
{personal signature}
 I thankyou
 The people atDevelopmentCenterare real goodpeople andtheyare veryunderstanding

51
Children Services Survey Responses by Children
Children’sHome Based
 well Ilike goingtosee (staff name) sheashe isnice tome and helpful
 I usedto be suicidal andfeltalone andafraidtoshare myfeelingsandMs. (staff name) andMs. (staff name) and
Mrs.. (staff name)have helpedme greatly.the therapyhasmade me feel safe andable totalkaboutmyabuses
and bullyingsituationsinfostercare andin schools....Ilove DCIandhave beenhere for7 whole yearsandhave
gottenbettersince then.Thankyou. -{personal signature}
 I wantcoloringpagesand paperinthe lobby.Iwantto playMonopoly.
 I wouldlike towatchdespicable me
 (staff name) anddoctor (staff name) are awesome!
 (Picturedillustrated)
 My therapisthelpsme moredthenmyotherone didandI thinkI'mtryingto change I don't thinkI knowI am.
 My therapisreallytakeshertime andalsohearme out.
 Don't have any commentsbutI wouldlike togoback with (staff name)
 (staff name) isawesome she isagreattherapist.
DD Full Circle
 Since I've beencominghere Igetmore helpthatI neededdandIfeel betterexpressingmyself here thanany
otherplace.
 Thank youfor yourtime fortime to shine
 (staff name)hasbeenhelpful withidentifyingservicestohelpwiththe goalsidentifiedinplan.
 My momishappy to sendme here andsometime mymoma little bitoff subject.
 Thank youfor all the services
 Thanksfor all the services
 "Im happy."-Annonymous
JJ Mental Health
 No commentsrecorded**
North Central- Children’sOutpatient
 WithoutmytherapistI mighthave killedmyself.
 (staff) isveryhelpfultome.Eversince Istartedcominghere I feel more safe andreliefed.
 (staff) isdoingagreat job:-)
 I love this
 Well mytherupistisverynice andshe understandsme
 Thisis veryhelpful tome andI'm gladI'm here.
 I reallylike it.Ithelpsme copwithmyanger.
 I love thiscenter
 [depictiondrawn]

52
School Based
 Have more boardgames.
 I love (staff name) and(staff name) somuch!=)
 I love (staff name) she'sveryspecial.
 Thanksfor everythingdoingaverygreatjob.Please keepitup.It'sreallyhelpingusa lot.So thankyou.
 [depictiondrawn]
 The team that specalizesinDevelopmentCentersinMumfordare a pleasanteasygoingandhome feltgroup
theymeaning(staff name) and(staff name) bothhearmythoughtsoutandfindvaulable situationtoadvise
froma studentI'dchoose themto getthe job done.
 I thinkeverythingbecame bettersince Istartedtogo to the developmentcenterbecause everythingisn'tas
hard like anyothertimes.
 I'm confused,Ithink,Idon't know.Ifeel fine eventhoall the thingsIbeenthrow or saw.
 I love comingtothe DevelopmentCenter
 Shool juststarted,I be able to answerquestionsmore accuratlyinthe future
 I feel safe talkingto (staff name)
South- Children’sOutpatient
 "I learnedalot."
 I like (staff name) She isamazing
 "I have funhere."
 (staff name) isa veryhelpful therapisttome.She isverynice andwonderful tome andmy momeverysession
we have withher,I like (staff name) ismyfavorite therapistnow andi'mveryhappythat she'smytherapist.
 i don'tfeel bettersince i startedtherpary
 I wantto do gymnastics
 no commentat thistime.
 I needhelpwhenIgetintroble
 no
 "Lovely"
 "Thankyou".
Wraparound
 I love mytreatmentteam
 I still supportmykids.Ilove mykids.My kidswant fun,movie,more.Ilike thisDevelopmentCenter.
 Everyone isveryHelpful tome (staff name) isveryveryHelpful. {personal signature}
 (staff name) hasbeenoutstandinginhercare andhelpformy family.Yetmore (null) isneededtohelpstablize
(null) in(null) ie- Transportation-food- clothing- deposits- movingcost.Evenata one time per yearhelpfor
these emergencies.

53
Survey Results by Program – Parent/Guardian’s Responses
Children’sHome Based
 wonderful service
 Totallyandunequivocallysatisfied! We are soappreciative of the levelof respect,knowledge,competence,
caring andcompassionexhibitedbyadministration,therapists,doctorandauxiliarystaff members. Asour
multi-sibfamilycelebratesadecade of foreverfamilystatus...:) onthis"GotchaDay" 2016, we knowthat we
couldnot have gottentothis juncture of the journeywithoutEACHOFYOU!! So we celebrate Development
Centers,Inc.as well andare hopeful thisentitywillstayinbusinessformany yearstocome,to helpsocially
and emotionallyneedyfamilieslike ourswhodesperatelyneedthe support,knowledge andguidance tomake
it dayby day to raise loving,caringandproductive youth. THANKYOU,THANKYOU ALL! (listof staff
names)andall the othernamesthatmy headforgot - we love youandthank GOD for eachof you!
 I thinkthat the developmentcenterhashelpedmydaughtertremendously,thistalbothasbeenagreathelp!
 Get a newnurse whois respectful
 Me and my familywe are verysatisfiedwiththe servicesfromthe DevelopmentCenter.Fromthe {personal
signature} familywe sayThankyouandkeepupthe Goodwork withhelpingfamilieslike us.
 First,thankyou foraskingus as consumer'souropinions andfeeling'stowardthe servicesrendered.1.
Recreational Therapy- FieldTrip's- peersupport- giftcardsForincentivesforgoodbehaviorsand
accomplishment'sforcilents.2.Fundingforfamiliesinneedof emergencysupport- food- movingcost- rent-
deposit- clothing- school suppliesetc...(evenonaone time ayear basis) 3. part time work(paid) forteento
be involvedwithminorjobsandsupportfornew clients.4.Transportationforthose indire need- for- grocery
shoppingschool appointments- Lookforhousingbywayandcooperationwithotheragenciesthatare already
inplace doingso, andwouldbe more than honoredtoworkhand inhand withthe (DevelopmentCenters) 5.
Setup departmentthathandlesthe needafformetionsinfulltimje capacity andinconjunctionwitfundraisers
ie-carnival'shealthfairs,familygatheringwithstaff andmentor'sinplace.SincerelyRespectfully {personal
signature} (personal contactinformation}
 I justneedhermedication,andsofar thingshave workinour flavor{personal signature}
 DCI has alwaysbeengreat,the staff isalwaysveryhelpful.
 DCI isalwayshelpful,concerned,the staff isalwaysveryprofessional (null)give 100%.
 ExcellentService!Thanks!Enjoyworking(services) with (staff name)
DD Full Circle
 I feel verycomfortablewiththe teamthatisworkingwithme andmy family.
 Sometimesthe timesformydaughter'stherapyaren'talwaysthatconvenientforme.However,Idorealize
that she isn'tmy daughter'stherapist'sonlyclientandso sometimesIhave toadjustmy schedule tobringher
& I'm OK withthat.
 I had funusingthe gym andplayingBasketball withmytherapist
 Theyare veryhelpful!!
 It's all good!
 Verypleasedwiththe staff andIlove the new location.It'sevenclosertoourhome.Itsverycleanand safe

54
environment.
 (Stafff name) wasbeyondhelpfultousand we are veryhappywithour services
 I wishthe McKennyCentercurrentlydoesn'thave the extendeddaylike the Telegraphlocationhas.Ihope
thisisin the works.I reallywantmydaughterto getthe helpthatshe needs.But.Idon’t' wanther to miss
time or daysfrom school tocome here.
 (Staff name) doesagreat joband we enjoyourservices,we will continue tocome forsupports
 Thanksfor
ECFS-Home Based
 My experiencewithDevelopmental Centerhasbeenagreatone and all the staff I've meethastreateduswith
much Respect.
 (Staff name) isa goodtherapistandhelpto myfamilyIam glad to have herin mylife.
 (staff name) wasverygoodwhenit came to schedualingandworkedwithme!She always'sgivesme different
resources!
 DevelopmentCenterisveryhelpful inmylife andmychild's,I'mhappyI gottenservice here.
 The girlsreallyenjoyseeing(staff name) theylookforwardtotheirweeklyvisitsthankyousomuch
 DCI isa greathelpto me & my family.Ilove the service thatmychildrecieve Isee improvementsinmychild
withthe helpandservicesfromthe developmentcenter.Ilove DCIandI recommendthemtoanyone who
needsthe help.
 I love the workand support(staff name) givesmyfamily.HoweverIbelieve DevelopmentCenterNeedsto
have theirsecurity walkaroundtheyparkinglotbecause cilents feeltheycandowhat theywantwhen
nobodyislooking.SomebodywhenIwasthere inthe buildandmycar wasparkedwithmy 6mth oldchildren
init withmysisterinthe car withthemhimmy car andthentheartenedmysisterinthe car withthemhim
my car and thentheartenmysisterandtoldher itws nothingshe coulddoabout it.I didmake a police report
and myvechile wasinsurace atthe time as well andthe clientdidnotgetbroughtto justice eitherthisis
unacceptable.atall.Thankyou.
 I enjoygettingserviceesatDevelopmentCenterstheybeenhelpingme foryearsverysupportive.
 I am satisfiedwithall the services.
 (staff name) isawesome.Mydaughterlooksforwardtoseeinghereachweek.We have learnedalotfrom
her.
 I'm happywith my fostercildprogressandhwothe staff workswithmy familyThanks
ECFS Outpatient
 No commentsrecorded**
JJ Mental Health
 Verypleasedwiththe servicesmysonisreceivinganditshelpinghimto"openup"more… {personal signature}
 Very satisfiede withservices.
North Central Outpatient
 I do notlike childrenandadultsbeibnginthe same place childrenshouldbe inabuilding justforkidsand
alsothenshoulda differentbathroomforkidsandnotshare bathroomwithadults.
 There is anythingI wouldchange..
 Thank youfor beingpolite,courtesy,andcaringof mydaughterneeds.Keepupthe greatwork.

55
 I feel thatdevelopmentcentersstaff are verypersonable anditmakesusfeel opentorecieve available help.
 Thisplace has been a life saverformyfamily.The patientsisdiongsomuchbetterandwe are working
together.
School Based
 Turn overrate of your doctorsis annoyingtome as a parent.My time ispreciousandwhenyougivenanappt
but itis writtenincorrectlyandthenyourtoldtocome anotherday itis frustrating.If Icouldchoose another
centerfor mychildI wouldjustbecause of the little thingslike this.
 The developmenthashelpmysonina lot of wayshe isdoingso muchbetterinschool and home
 The staff is greatand I reallyappreciate the helpthatisgiven,withthe staff helpIwasable tofindoutwhat
the problemwasand I washelpedwithasolutionandnow myson isback on track. The Beech- Development
CenterRocks!
 The school year justbegin,Ican give more inputinthe questionsinthe nearfuture
South Outpatient
 keepupthe good work
 The serviceswe receivedwere great. We appreciate the helpverymuch.Mydaughterhasprogressedagreat
deal,with the serviceshere.
 Thank youfor yourtime,understanding,andmostof all yourpatience.
 DevelopmentCentershasdone agreat job!
 I love the programsthat the centerhave for the familesthat'sinneedandthe staff isvary understandingand
veryrespectful tothe clintestheyare greatI will alwayscome backif needed
 No comment
 newtherapistjustdon'twanthere therapisttokeepchanging
 excellentservice (s)
 So far everythingiswell,andatherapistwasreadilymade availablequickly.
 I am justthankful forserviceslike these
 I wouldlove {child’sname} toreceive grouptherapywithotherchildrenatsome point.Ithinkthat itwouldbe
extremelybeneficialforhim.the programshouldreallyconsiderofferinggroup.
 I believethatthe servicesprovidedbyDevelopmentCentershave trulyimpactedmychild'soverall
development.He hasmade significantadvancementwithexpressingandcontrollinghimselfinmany
situations.IwoulddefinitelyreferDevelopmentCenterstootherswhoare inneed of treatment.
 Hopinginthe fall thatthe schedulingwill be able toworkoutwiththe doctor and therapist.
 "Why does (staff name) have toleave us?"
Wraparound
 I, {personal signature} asaguardianof my grandchild, {consumername},isverysatisfiedwiththe wraparoudn
program. (staff name) the represenitive isveryhelpfulandunderstanding.Mygrandson, {consumername} has
E.I. andis alsostill dealingwiththe deathof hisMom, andI, a 69 year oldGrandmotherdon'tunderstand a lot
of theingsfromthe school system,andhe alwaystellsusaboutdifferentactivities.The developmentcenteron
telegraph,everyoneisveryfriendly,neverhadto waitbeyondmyappointmenttime.Nurse (staff name) isvery
charming.(staff name)isveryunderstandingwith [consumername},andthe receptionistsare sopolite.

56
{personal signature}{personal contactinformation}
Appendix B - Survey Tool Templates (Adult, Children’s, Parent/Guardian’s)

62
Appendix C- Consumer Satisfactions Survey Plan
Consumer Satisfaction Survey 2016 Plan
Our Goal:
 To collect surveys from 100% of the consumers who have an open case between August 15, 2016 and
September 30, 2016
Who:
 Consumers served by one of Development Center’s mental health programs during that time
What:
 A brief, 5-10 minute survey to evaluate consumers’ experiences and satisfaction with Development
Centers’ services
When:
 Collection will begin at 8:00am on Monday, August 15th and end at 5:00pm on Friday, September 30th
Where:
 At Development Centers and community based locations
How:
 Color coded paper copies will be distributed to each program
o Each lobby will have a box to place completed surveys
o May also be turned in to support staff
 The survey will also be available online for consumers who would prefer to take the survey on the
computer
o Computers will be set up at South, West, North Central and McKenny sites with access to the
website, so please watch for further information regarding specifics
o Please encourage consumers to take the survey online here rather than at home, a library, etc.
The Plan
1. The official period for collecting surveys is August 15, 2016 through September 30, 2016. We all need
to work as a team to collect as many surveys as possible to more accurately assess and evaluate
consumer satisfaction. Not only do responses help us better understand consumer experiences, but
they also support positive change to better meet the needs of the people we serve. Consumers who
complete the survey will receive a small gift as a thank you for their time and feedback. Small gifts will
be distributed to each building as soon as they arrive.

63
Appendix C- Consumer Satisfactions Survey Plan
2. Each department/program will have a color coded survey to help evaluation processes run smoothly. It
is extremely important to make sure the consumers fill out the survey with the correct color and heading
corresponding to their program involvement. This data will be analyzed and reported to both DWMHA
and BHPI. A master copy for each program will be emailed to support staff and Directors at each
building.
3. Home-Based/ACT/Omega/Outreach programs will provide consumers with an envelope for the
completed survey, to promote anonymity of responses. Please have consumers complete the survey
while you are in the home. Again, it should only take 5-10 minutes. If you wait until the following week,
or have them mail it back, it is unlikely it will be returned, so please don’t delay!
4. Foster Grandparents and therapists will provide COP’s children and parents with a paper copy or direct
them to the computer for online completion, either before or after seeing their therapist or psychiatrist.
Your job will be to ensure the consumer has completed a survey during the collection period, and
remember we need a response from both the youth and their parent/guardian.
5. In AOP, the front desk will offer each person a paper satisfaction survey, or direct them to the computer
at the time they sign in for their appointment. Your job as a clinician/case manager will be to follow up
with each consumer to ensure they completed a survey. If they have not, stress the importance and
value of their feedback and offer them a paper copy, or direct them to the online survey.
6. Please identify a person in your program to collect completed surveys at the end of each week and
place them in inter-office mail to the attention of Tanisha Black- QI Director at the North Building.
 Your participation and compliance, in addition to consumer participation, is extremely important to the
success of this evaluation. The surveys are a chance to hear positive feedback and praise for the work
you all do! Aggregate data will be evaluated and a report will be made available to the public.
 Please see your program manager or director for any additional questions!

Survey Report - Updated 1.19.17

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