Independent Living Centers Consumer Satisfaction Survey 2012 PDF
Preview Independent Living Centers Consumer Satisfaction Survey 2012
Independent Living Centers Consumer Satisfaction Survey 2012 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11112222 Research Objective: To review the satisfaction of consumers receiving services through the Independent Living (IL) program; as well as the changes these services made, a telephone survey is conducted annually concerning the areas of: Advocacy, Benefits Advisement, Employment Advisement, Training or Referral, Home Modification, Housing Referral or Assistance, Independent Skills Training, Information and Referral, Peer Support, Personal Assistance Services (PAS), Technology or Adaptive Equipment, Youth Services including Transition From School to Work or Independent Living, Emergency Assistance Services, Institutional Diversion or Nursing Home Transition, and Transportation. Research Design: The population surveyed were consumers of the Centers for Independent Living (CILs) involved with the IL program Data Analysis: The consumer responses were tabulated for each query. The following pages report the services being received by the consumers surveyed. As indicated by the results, some consumers receive multiple services. The responses are included in this report for each service the consumer indicated they received. Report Format: Pages 3-5 show demographics of all persons served during the Federal Fiscal Year by the 22 Centers for Independent Living (CILs) as reported annually by the CILs to the Office of Adult Learning and Rehabilitation Services within the Department of Elementary and Secondary Education. For each of the service areas there are two pages with questions/graphs each followed by a comment page. The first question asks if the consumer received the service, the second question reports the level of satisfaction with those services. During the survey, if the consumer responded they were Somewhat Satisfied or Dissatisfied a follow up question of How the services could have been better was asked and a representation of the comments received is included on the next page of the report. The third page for each service shows whether the consumer felt they gained knowledge, skill and/or independence from the service and whether the service made a positive change in the life of the consumer. During the survey, consumers responding "yes" to the question: Did the service received make a positive change in your life, were asked a follow up question of What change did it make. A representation of the responses from the survey are included in this report on the page(s) following the satisfaction questions for each corresponding service. AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11112222 Total Number of Consumers served in Missouri by 22 Centers for Independent Living: 30,837 Ages of Consumers served Gender of Consumers served Unavailable 184 60 & Older 12,981 25 to 59 15,761 11,455 ■ Females 20 to 24 862 19,382 ■ Males 5 to 19 941 Under 5 I 108 - 5,000 10,000 15,000 20,000 Race and Ethnicity of consumers served Disabilities of Consumers served 172 921 ,112 84 171 1,324 5,028 2,094 1,349 ■ American Indian ■ Cognitive 37 ■ Asian 9,080 ■ Mental Black ■ Physical ■ ■ Native Hawaiian ■ Hearing Vision ■ White ■ ■ Hispanic/Latino ■ Multi Other ■ Two or more races ■ ■ Race/ethnicity unknown 14,100 1,015 1,875 24,141 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11112222 Services requested and received by consumers 6,495 Other Services 8,167 1,107 Vocational Services 1,237 585 Youth/Transition 703 3,187 Transportation 3,625 1,717 Therapeutic treatment 1,736 263 Rehabilitation Technology 297 1,336 Recreational 1,361 21 Prostheses & Orthotics 32 1,522 Preventative 1,533 37 Physical Restoration 49 18,534 Pers. Assistance Services 22,121 14,533 Received Peer Counseloing 14,857 ■ Requested 170 ■ Mobility Training 175 12 Mental Restoration 12 68,350 Information & Referral 70,127 7,773 IL Skills Training 9,948 2,101 Housing, Home Mod. & Shelter 2,564 302 Family Services 310 222 Counseling 263 2,209 Communication Services 2,374 180 Children's Services 198 7,853 Assitive Technology 9,217 3,208 Advocacy/Legal Services 4,093 - 10,000 20,000 30,000 40,000 50,000 60,000 70,000 80,000 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11112222 Goals set to increase independence in a significant life area Other Community/Social Relocation Personal Resource Info Access Self care ■ Goals in Progress Goals Achieved ■ Vocational Goals Set ■ Educational Community Mobility Communication Self Advocacy - 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 18,000 20,000 Improved access to Transportation, Health Care Services and Assistive Technology Assistive Tech In Progress ■ Health Care Achieving Access ■ Requiring Access ■ Transportation - 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11112222 CCCCeeeennnntttteeeerrrr NNNNaaaammmmeeee RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Access II Independent Living Center 2.2% 88 BAILS (Bootheel Area Independent Living Center) 2.9% 120 DCAI (Disabled Citizen Alliance for Independence) 16.1% 655 DCIL (Delta Center for Independent Living) 2.1% 84 DRA (Disability Resource Association) 3.6% 147 HILC (Heartland Independent Living Center) 2.9% 117 ILCSEMO (Independent Living Center of Southeast 5.6% 226 ILRC (Independent Living Resource Center) 2.4% 97 LIFE (Living Independently for Everyone) 4.6% 187 MERIL (Midland Empire Resources for Independent 3.8% 155 NEILS (North East Independent Living Services) 4.0% 163 OIL (Ozark Independent Living) 3.9% 160 OMO (On My Own) 1.3% 52 PQ (Paraquad) 13.0% 531 RAIL (Rural Advocates for Independent Living) 1.1% 44 SADI (SEMO Alliance for Disability Independence) 1.8% 73 SCIL (Southwest Center for Independent Living) 4.9% 200 SIL (Services for Independent Living) 4.5% 184 TCIL (Tri-County Center for Independent Living) 2.0% 83 TILC (The Independent Living Center) 2.4% 96 TWP (The Whole Person) 9.8% 399 WILS (West Central Independent Living Services) 5.2% 210 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 4444000077771111 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 0000 a Access II Independent Living Center CCCCeeeennnntttteeeerrrr NNNNaaaammmmeeee BAILS (Bootheel Area Independent Living Center) ■ a DCAI (Disabled Citizen Alliance for Independence) a DCIL (Delta Center for Independent Living) DRA (Disability Resource Association) ■ a HILC (Heartland Independent Living Center) ■ ILCSEMO (Independent Living Center of Southeast Missouri) a ILRC (Independent Living Resource Center) ■ LIFE (Living Independently for Everyone) MERIL (Midland Empire Resources for Independent Living) ■ a NEILS (North East Independent Living Services) a OIL (Ozark Independent Living) OMO (On My Own) ■ PQ (Paraquad) ■ ■ RAIL (Rural Advocates for Independent Living) SADI (SEMO Alliance for Disability Independence) ■ C SCIL (Southwest Center for Independent Living) a SIL (Services for Independent Living) a TCIL (Tri-County Center for Independent Living) a TILC (The Independent Living Center) a TWP (The Whole Person) a WILS (West Central Independent Living Services) AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11112222 AAAArrrreeee yyyyoooouuuu aaaa UUUUnnnniiiitttteeeedddd SSSSttttaaaatttteeeessss VVVVeeeetttteeeerrrraaaannnn???? AAAArrrreeee yyyyoooouuuu aaaa UUUUnnnniiiitttteeeedddd SSSSttttaaaatttteeeessss VVVVeeeetttteeeerrrraaaannnn???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 9.9% 369 I C Yes ■ No I No 90.1% 3374 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 3333777744443333 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 333322228888 AAAArrrreeee yyyyoooouuuu eeeelllliiiiggggiiiibbbblllleeee ffffoooorrrr MMMMiiiissssssssoooouuuurrrriiii MMMMeeeeddddiiiiccccaaaaiiiidddd???? AAAArrrreeee yyyyoooouuuu eeeelllliiiiggggiiiibbbblllleeee ffffoooorrrr MMMMiiiissssssssoooouuuurrrriiii MMMMeeeeddddiiiiccccaaaaiiiidddd???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 85.7% 3208 No 12.0% 450 Yes I don't know 2.3% 85 No aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 3333777744443333 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 333322228888 DDDDoooo yyyyoooouuuu hhhhaaaavvvveeee kkkknnnnoooowwwwlllleeeeddddggggeeee ooooffff eeeemmmmeeeerrrrggggeeeennnnccccyyyy rrrreeeessssoooouuuurrrrcccceeeessss iiiinnnn yyyyoooouuuurrrr aaaarrrreeeeaaaa iiiinnnn tttthhhheeee DDDDoooo yyyyoooouuuu hhhhaaaavvvveeee kkkknnnnoooowwwwlllleeeeddddggggeeee ooooffff eeeemmmmeeeerrrrggggeeeennnnccccyyyy rrrreeeessssoooouuuurrrrcccceeeessss iiiinnnn eeeevvvveeeennnntttt ooooffff aaaa ssssttttoooorrrrmmmm,,,, ffffiiiirrrreeee,,,, ttttoooorrrrnnnnaaaaddddoooo,,,, fffflllloooooooodddd,,,, eeeeaaaarrrrtttthhhhqqqquuuuaaaakkkkeeee,,,, eeeettttcccc....???? yyyyoooouuuurrrr aaaarrrreeeeaaaa iiiinnnn tttthhhheeee eeeevvvveeeennnntttt ooooffff aaaa ssssttttoooorrrrmmmm,,,, ffffiiiirrrreeee,,,, ttttoooorrrrnnnnaaaaddddoooo,,,, fffflllloooooooodddd,,,, eeeeaaaarrrrtttthhhhqqqquuuuaaaakkkkeeee,,,, eeeettttcccc....???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt 84.7% 3140 Yes Yes No 15.3% 569 No aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 3333777700009999 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 333366662222 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11112222 AAAArrrreeee yyyyoooouuuu aaaa rrrreeeeggggiiiisssstttteeeerrrreeeedddd vvvvooootttteeeerrrr???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 78.5% 2932 No 21.5% 802 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 3333777733334444 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 333333337777 AAAArrrreeee yyyyoooouuuu aaaa rrrreeeeggggiiiisssstttteeeerrrreeeedddd vvvvooootttteeeerrrr???? • I C Yes No DDDDoooo yyyyoooouuuu vvvvooootttteeee ffffoooorrrr eeeelllleeeecccctttteeeedddd ooooffffffffiiiicccciiiiaaaallllssss???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 87.8% 2578 No 12.2% 357 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 2222999933335555 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 1111111133336666 DDDDoooo yyyyoooouuuu vvvvooootttteeee ffffoooorrrr eeeelllleeeecccctttteeeedddd ooooffffffffiiiicccciiiiaaaallllssss???? • I C Yes No AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11112222 DDDDiiiidddd yyyyoooouuuu rrrreeeecccceeeeiiiivvvveeee aaaannnnyyyy AAAAddddvvvvooooccccaaaaccccyyyy sssseeeerrrrvvvviiiicccceeeessss???? AAAAssssssssiiiissssttttaaaannnncccceeee aaaannnndddd ////oooorrrr rrrreeeepppprrrreeeesssseeeennnnttttaaaattttiiiioooonnnn iiiinnnn oooobbbbttttaaaaiiiinnnniiiinnnngggg aaaacccccccceeeessssssss ttttoooo bbbbeeeennnneeeeffffiiiittttssss,,,, sssseeeerrrrvvvviiiicccceeeessss,,,, aaaannnndddd pppprrrrooooggggrrrraaaammmmssss ttttoooo wwwwhhhhiiiicccchhhh aaaa ccccoooonnnnssssuuuummmmeeeerrrr mmmmaaaayyyy bbbbeeee eeeennnnttttiiiittttlllleeeedddd.... RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 21.8% 807 No 78.2% 2902 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 3333777700009999 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 333366662222 DDDDiiiidddd yyyyoooouuuu rrrreeeecccceeeeiiiivvvveeee aaaannnnyyyy AAAAddddvvvvooooccccaaaaccccyyyy sssseeeerrrrvvvviiiicccceeeessss???? AAAAssssssssiiiissssttttaaaannnncccceeee aaaannnndddd ////oooorrrr rrrreeeepppprrrreeeesssseeeennnnttttaaaattttiiiioooonnnn iiiinnnn oooobbbbttttaaaaiiiinnnniiiinnnngggg aaaacccccccceeeessssssss ttttoooo bbbbeeeennnneeeeffffiiiittttssss,,,, sssseeeerrrrvvvviiiicccceeeessss,,,, aaaannnndddd pppprrrrooooggggrrrraaaammmmssss ttttoooo wwwwhhhhiiiicccchhhh aaaa ccccoooonnnnssssuuuummmmeeeerrrr mmmmaaaayyyy bbbbeeee eeeennnnttttiiiittttlllleeeedddd.... Yes No WWWWhhhhaaaatttt wwwwaaaassss yyyyoooouuuurrrr eeeexxxxppppeeeerrrriiiieeeennnncccceeee wwwwiiiitttthhhh tttthhhheeee AAAADDDDVVVVOOOOCCCCAAAACCCCYYYY sssseeeerrrrvvvviiiicccceeeessss yyyyoooouuuu rrrreeeecccceeeeiiiivvvveeeedddd???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Satisfied 95.7% 779 Somewhat Satisfied 3.1% 25 Dissatisfied 1.2% 10 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 888811114444 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 3333222255557777 WWWWhhhhaaaatttt wwwwaaaassss yyyyoooouuuurrrr eeeexxxxppppeeeerrrriiiieeeennnncccceeee wwwwiiiitttthhhh tttthhhheeee AAAADDDDVVVVOOOOCCCCAAAACCCCYYYY sssseeeerrrrvvvviiiicccceeeessss yyyyoooouuuu rrrreeeecccceeeeiiiivvvveeeedddd???? Satisfied Somewhat Satisfied Dissatisfied AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11112222 IIIIffff yyyyoooouuuu cccchhhhoooosssseeee,,,, SSSSoooommmmeeeewwwwhhhhaaaatttt SSSSaaaattttiiiissssffffiiiieeeedddd oooorrrr DDDDiiiissssssssaaaattttiiiissssffffiiiieeeedddd,,,, pppplllleeeeaaaasssseeee ddddeeeessssccccrrrriiiibbbbeeee hhhhoooowwww tttthhhheeee AAAAddddvvvvooooccccaaaaccccyyyy sssseeeerrrrvvvviiiicccceeee ccccoooouuuulllldddd hhhhaaaavvvveeee bbbbeeeeeeeennnn bbbbeeeetttttttteeeerrrr.... AAAAnnnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 33334444 SSSSkkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 4444000033337777 1111 When I asked (spoke to a man) I did not feel what I got was appropriate and it was no help. 2222 Not exactly sure- by explaining more available resources in the area- should refer me to other organizations. 3333 Jacob has problems in school and needed the advocate to help us with the IEP 4444 I needed help with Medicaid supplemental insurance 5555 We needed staff to be more proactive in our problems with the school 6666 Rules and policies, etc. for the community advocates group were not laid out and explained well before starting the program. Some of these rules and policies were "made up as we went". 7777 He stated that he could not get the help he needed. 8888 Treated badly by some of the employees at ths CIL. 9999 Satisfied with what mentor did but not satisfied with the outcome 11110000 Consumer received advocacy and assistance with obtaining a phone through the TAP program. She stated that the batteries were corroded, the phone did not work properly upon receipt. Technical problems resulted in loss of phone use. She stated that she did receive another phone which worked for approximately 1 week and then began having issues. The whole process was too long, did not meet the need, very frustrating. 11111111 Sometimes you don't always qualify for the service. 11112222 Trying to find somebody else to help train me on the computer through the Reboot program. 11113333 Call on me more , make sure I'm OK 11114444 There seem to be more funds in the city than North county where I lived. Hard for me to get energy and rental assistance that I needed. 11115555 Seemed like it took to long to get a walker 11116666 The states did not allow what I think I really needed 11117777 Did not feel she received the care she needed. too much paperwork . 11118888 Could have been better if I could have stayed with the CIL. 11119999 My doctor bill could have been taken care of. 22220000 I needed help and didn't qualify because I couldn't pay my spend down. 22221111 No information other than what could be gotten from the internet
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