BOYS & GIRLS CLUB OF BENTON HARBOR MICHIGAN

Who are the people you serve with your mission?

The Boys & Girls Clubs of Benton Harbor seeks to serve all young people, inspiring and enabling them to realize their full potential as productive, responsible and caring citizens.

How is your organization collecting feedback from the people you serve?

Electronic surveys (by email, tablet, etc.), Paper surveys, Focus groups or interviews (by phone or in person), Case management notes, Constituent (client or resident, etc.) advisory committees,

How is your organization using feedback from the people you serve?

To identify and remedy poor client service experiences, To identify bright spots and enhance positive service experiences, To make fundamental changes to our programs and/or operations, To inform the development of new programs/projects, To identify where we are less inclusive or equitable across demographic groups, To strengthen relationships with the people we serve, To understand people's needs and how we can help them achieve their goals,

What significant change resulted from feedback?

In 2020, our members communicated a growing need for social and emotional learning and mental health services. In response to this growing need, we added a full-time social worker to our staff to oversee all social and emotional learning at our Club sites.

With whom is the organization sharing feedback?

The people we serve, Our staff, Our board, Our funders, Our community partners,

Which of the following feedback practices does your organization routinely carry out?

We collect feedback from the people we serve at least annually, We take steps to get feedback from marginalized or under-represented people, We aim to collect feedback from as many people we serve as possible, We take steps to ensure people feel comfortable being honest with us, We look for patterns in feedback based on demographics (e.g., race, age, gender, etc.), We look for patterns in feedback based on people’s interactions with us (e.g., site, frequency of service, etc.), We engage the people who provide feedback in looking for ways we can improve in response, We act on the feedback we receive, We tell the people who gave us feedback how we acted on their feedback, We ask the people who gave us feedback how well they think we responded,

What challenges does the organization face when collecting feedback?

The people we serve tell us they find data collection burdensome,