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Home My WebLink AboutHSAC agenda 031593John Link Manager AGENDA HUMAN SERVICES ADVISORY COMMISSION MARCH 15, 1993 7:15 P.M. 1) Additions /Changes 2) Approval of Minutes - February 15, 1993 3) Announcements Orientation Session - May 12th - Kathy Baker 4) Membership Report - Mary Davison 5) Master Client Index Report - Albert Kittrell /Marti Pryor -Cook 6) Subcommittee - Selection of Chairs Nominating /Membership Volunteer Awards Forum Planning 7) Reports: OCIM - Tarleton Davis OPC Mental Health - Kathy Baker Advisory Board on Aging - Robert Schmidt Department of Social Services - Phil Cooke Health Department - Bev Foster 8) Non Departmental Funding - Packet Distribution Review of Questionnaire Team Selection If you are unable to attend, please contact Kathy Baker at 968 -4501 - 688 -7331 - 732 -8181 or 227 -2031 ext. 2125. MINUTES HUMAN SERVICES ADVISORY COMMISSION February 15, 1993 The regularly scheduled meeting of the Human Services Advisory Commission was Meld on Monday, February 15, 1993, at 7:15 p.m. in the Commissioners Conference Room, Government Services Center, Hillsborough, North Carolina. MEMBERS PRESENT: Jan Riordan, Barbara Warren, Shirley Siegel, Tarleton ji'i llhoit , Summers Davis, Page Fisher, Peggy Pollitzer, Commissioner Doti David Whitted, Mary Davison, Jan Schopler, and Rosemary MEMBERS ABSENT: Excused: ?Martha Branscombe, Chris Gambill, Phil Cooke, Bev Foster, Bob Schmidt Unexcused: Edith Hubbard STAFF PRESENT: Assistant County Manager Albert Kittrell, and Deputy Clerk to the Board Kathy Baker. INTRODUCTIONS: Introductions were made in order to orient newer members. RECOGNITION: Don Willhoit and Jan Schopler save brief historical perspectives on Peggy Pollitzer's participation in the human service field in Orange County. They both commented that Peggy has been an active and visionary leader in this field for many years and will be greatly missed by the other members of the Human Services Advisory Commission. A placque was presented in commemoration of her last 6 rears of service on this commission. ADDITIONS /CHANGES: None. APPROVAL OF MINUTES: A motion was made by Tarleton Davis, seconded by Shirley Siegel, to approve the minutes of the January- 25, 1993 meeting, as circulated. TOTE: -UNANIMOUS MEMBERSHIP REPORT: Mary Davison will contact Edith Hubbard regarding her future participation. If Edith indicates that she will not be able to attend meetings, Mary will contact. the OPC Mental Health Director, Tom Maynard and request. that he solicit another member from his board. There is also one "at- lar,e" vacancy on the Commission. Applicants will be interviewed and a recommendation made to f ill that t-acancj-. The membership committee consists of Tarleton Davis, Martha Branscombe and Mari- Davison. If you haze suggestions for nei,- members please contact them. SUBCOMMITTEE REPORTS: Commissioner Willhoit asked for an update on the Master Client Index which was selected as a goal by the Board of County Commissioners. Albert Kittrell indicated that a microcomputer specialist has been hired by Orange County. He will be responsible for the Master Client Index. Albert will make a report on the Index at the March meeting. CLIENT SATISFACTION SURVEY Albert mentioned that work on Client Satisfaction Surveys needs to be coordinated with the Human Services Management Team. At last months HSAC meeting it was decided that members who represented a Board or Commission would collect pertinent information on their Board /Commissions collection and use of Client Satisfaction Data. COOPERATIVE EXTENSION SERVICE - Barbara Warren reported that the Extension Service does not currently have a process in place to collect Client Satisfaction data; however, Fletcher Barbar does perceive a need for this and is interested in the results of the HSAC's survey. They do evaluate individual programs but no over all satisfaction survey has been undertaken. ORANGE COUNTY SCHOOLS - In the Spring of 1990 they conducted a base line community survey. A large number of citizens in the community were contacted by phone and asked about their perception of the schools and their programs. At the present time some individual schools are gathering information pertinent to their own situation. New Hope Elementary- School has completed a client survey- for both parents and students. Employee surveys are also being conducted. The School Improvement Team is the main focus of these efforts. Dr. Overstreet indicated that he would be willing to attend an HSAC meeting to discuss the schools efforts in this area. They are actively seeking to change the overall system by putting the student at the top of the pyramid. FAMILY SERVICE - Peggy Pollitzer indicated that a written exit interview of clients was conducted in 1990.. They found that there was an exact correlation between clients getting what they came for and their level of satisfaction or dissatisfaction. Staff did not feel- that they were able to receive a clear picture of the quality of services from that type of survey. COMMUNITY HOUSE - They receive comments from clients who stay in the Shelter about the food and quality of the facilities. The are also involving people who have left the shelter as volunteers. Hopefully they will participate in future planning. NON - DEPARTMENTAL APPLICATIONS - Albert Ki.ttrell indicated that the application for non- departmental agencies have been mailed. A question was added to this year's form concerning whether or not they have a method of tracking client satisfaction. The Human Services Management Team will be discussing various wars of collecting this information. He also commented that each human service department within the county will be collecting client satisfaction information. BOARD OF COMMISSIONERS - Commissioner Willhoit commented that. the Commissioners have an informal citizen feedback system. He mentioned that e --lit interviews for volunteers serving on Boards arid Commissions would serve an important function. UNITED WAY - Rosemary Summers indicated that no client, satisfaction surveys have been undertaken by United Wad- . She commented that focusing on people who need services but do not request: or receive them needs to be a part of any customer satisfaction survey-. It is important to CAscertain why people in need do not receive or rec-luest. services. She mentioned that United Way has completed their allocations for the `-ear. It was necessary- to reallocate funds because the financial goal was not reached. Some money was taken from the reserve and administration costs were cut. The actual cut to agencies was minimized as a result of those measures. UNC MEMORIAL HOSPITAL - Jan Riordan reported that the hospital has a series of steps in place to track client satisfaction. "Focus Groups are interviewed. - Discharge patients are given a post card to complete. They are also called N, - ithiii two weeks after discharge and asked about their sta,- . "Surveys are conducted with physicians, both faculty and referring p1-- lysicians are included in this part of the data collection. "Galli.ip conducts a survey of all Hospital employees and compares the results to 500 other organizations who offer the similar services. A difficulty with this part of the client satisfaction process is that there are so fey.- teaching Hospitals participating with Gallup -> in this tviDe of information gathering. "Shadowing Experience - Rising senior nursing students and new employees follow a patient to each of the places they must go during their admission process. They° silently shadow the patient in order to become familiar with the experience. Client Satisfaction reports will presented for the follo`,ing departments at, the March meetin° : Department of Social Services, Advisory Board on aging. Health Department and Orange Congregations in Mission and OPC Mental Heal -,Lh. Commissioner W illhoit mentioned that in trach_iriL�' client satisfaction we need to keep in mind that in some situations we are successfully doing our job but the client would not perceive that. For instance, Child Protective Services or the Sheriff's Department often deal with unwilling clients. Peggy Pollitzer commented that another need which must be addressed is offering training to Boards and Commission on what it means to be a good board member. SUBCOMMITTEE ASSIGNMENTS: �TOLUNTEER AWARDS NOMINATING /MEMBERSHIP FORUM PLANNING Jan Riordan Martha Branscombe Bev Foster Bob Schmidt Mar`- Davison Phil Cooke Shirley Siegel Tarleton Davis David Whitted Rosemary Summers Barbara Warren Page Fisher Chris Gambill Tarleton Davis Jan Schopler ANNOUNCEMENTS: None. There being no further business, the meE The next regular meeting of the Human Services will be held on Monday, March 15, 1993 in the Center, Hillsborough, North Carolina. Please at 968 -4501 - -732 -8181 -- 227 -2031 -- 688 -1331 will be unable to attend. Respectfully submitted, Kathy Baker., Deputy Clerk �t ing was adjourned. Advisory Commission Government Services contact Kathy Baker -- ext . 2125 if you