An assessment of family satisfaction with services received is a common evaluation approach to improving PAS program staffing and programmatic planning. Most client satisfaction surveys involve the adoptive parent. In several of the case-study states, program staff and evaluators used client satisfaction surveys to guide service delivery. Exhibit 2-6 illustrates the type of data collected in client satisfaction surveys for PAS provided by statewide programs in Texas, Massachusetts, and Oregon.
The Oregon survey focuses on information and referral services, providing the opportunity for parents to comment on the services in an open-ended fashion. The Massachusetts survey has tailored questions for each type of service provided by the program and also provides the opportunity for parents to comment by service. The Texas survey also collects information on the services parents received and additional information about the provision of services: how the family heard about the program, how services were coordinated, and whether the location providing the services was safe. It also allows parents to comment in an open-ended manner.
As with needs assessments, the validity of client satisfaction survey data is often limited by poor response rates. Nevertheless, these efforts serve as a useful barometer for program staff, as well as an opportunity to maintain communication with adoptive families regarding their needs and preferences.
|Program||Measures||Data Collection Method|
|Statewide PAS Program, Texas||
|Adoption Crossroads Program, Massachusetts||
|Oregon Post Adoption Resource Center (ORPARC), Oregon||