Using Consumer Satisfaction Information for Planning (2 Hours)

Presenter(s): 
Ann McDaniel
Tonya Fambro
Anne Weeks
Christine Camene
Beginning Date: 
09/09/2019
End Date: 
09/09/2019
Type of Training: 
On-demand

About the Training

This training provides information on how you can efficiently and effectively gather feedback and input directly from consumers in your state to improve Independent Living programs. Gathering this information and sharing it with the CILs can be a complicated matter. Our presenters, from two different states, walk you through the processes they have developed and refined with the CILs and other partners in their states. You'll learn their step-by-step methods to gather the data, analyze it, and use it to improve IL programs, services, and advocacy. Presented in two parts, part one addresses gathering information and part two provides training on implementing improvements.

Target Audience

SILC and CIL Executive Directors, board members, staff; and any others interested in applying consumer feedback for planning and service improvement.

Learning Objectives

Upon completion of this webinar series, participants will have knowledge and resources that will enable them to:

  • Explain the importance of regularly measuring consumer satisfaction as one tactic for assessing overall IL health within a State and opportunities for CIL service improvement
  • Describe best practices for gathering, assessing, analyzing, and implementing consumer satisfaction through examples and case studies shared by DSU, SILC and CIL members
  • Describe tools and strategies for effective collaboration between the SILC, CIL and DSU that result in an outcomes-oriented, statewide annual report highlighting strengths, weaknesses, and improvements needed in service provision that can be used as a basis to identify goals and objectives for the next SPIL reporting period
  • Identify solutions for CIL service improvements and operations based on the results of an effective consumer feedback implementation process

View Training Part 1: Gathering Information (01:02:00)

Transcript and Resources

    View Training Part 2: Implementing Improvements (01:03:00)

    Transcript and Resources

    Other Training and Resources on Gathering, Analyzing and Utilizing Data