CHILD GUIDANCE GUILD OF BAKERSFIELD INC

Who are the people you serve with your mission?

We serve the community by offering a gourmet lunch three days a week, along with take-out lunches. We offer opportunities for special events throughout the operational year at the Guild House. All the profits from lunches to events go toward the support of our goal to donate at least $40,000. per year to the mental health needs of children and their families in our community. Currently our donations go to Henrietta Weill Child Guidance Clinic. To date we have donated over $2.1Million to the Clinic, which serves a wide demographic range of clients. The Child Guidance Guild - The Guild House staffed only by volunteers who are proud of the work they do at the Guild House to support the mental health needs of children and their families since 1952.

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

SMS text surveys, Electronic surveys (by email, tablet, etc.), Paper surveys, Suggestion box/email, Social Media/webpage,

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?

We obtain various forms of feedback: 1. Internal feedback recently resulted in changing one of stations where our servers were running into challenges. 2. To better serve our clients, we started take-out service. This helped to maintain our community obligations and to meet our budget during the pandemic. 3. Our suggestion box frequently impacts our menu items, via changes or elimination, or adding new menu items (beverages) at the request of our clientele. 4. We receive feedback from the non-profit our funds to support - they inform us how the funds we donated are used as well as to offer opportunities for us to learn more about the people that benefit from our donations. 5. We improved our social media outreach to receive customer suggestions and to reach more demographic groups.

With whom is the organization sharing feedback?

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

How has asking for feedback from the people you serve changed your relationship?

1. Customer Feedback - The feedback we receive from our customers allows up to remain current and competitive with the pricing of lunch and special events. We depend on customer feedback to improve menu choices and special dietary requests. Customer feedback opens new avenues for us to offer new types of special events. 2. Volunteer Feedback - This feedback helps us to meet the needs of our volunteers, by giving them many ways to use their talents at the Guild House. By listening to our volunteers, we are able to retain a complete volunteer staff. We recently updated our organizations by-laws. Volunteers have given many suggestions in ways we can open revenue sources to maintain our goals. This helps to keep our volunteers active and involved.

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

We collect feedback from the people we serve at least annually, 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 people’s interactions with us (e.g., site, frequency of service, etc.), We act on the feedback we receive,

What challenges does the organization face when collecting feedback?

We don't have any major challenges to collecting feedback,