Item 2- 2026 Self Sufficiency Case Management Satisfaction Survey PPT — original pdf

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2026 Self Sufficiency Case Management Services Satisfaction Survey Neighborhood Services Unit Angel Zambrano, MS, LPC, Manager Self Sufficiency Services provided CY 2026 ▪ 69 households served (thru 7/29/2026) ▪ 32 people in 22 households transitioned out of poverty by providing 3 months of income documentation ▪ 149 household assisted to reduce/eliminate income barriers with financial assistance 2 Satisfaction Survey ▪ In July 2026, e-mails were sent to 65 client e-mail addresses ▪ The survey included 7 rating scale questions and 3 open feedback questions ▪ 35 or 54% of clients e-mailed responded ▪ 92% would recommend the Self Sufficiency Case Management (SSCM) Program to their family & friends 35 30 25 20 15 10 5 0 92% of clients would recommend SSCM to their family & friends 32 2 1 Strongly Agree Neutral Strongly Disagree 3 Rating Scale Question Results 4 94% of clients report being satisfied with the quality of the Self-Sufficiency Case Management Services received Neutral 1 Very Unsatisfied 1 Satisfied 2 Very Satisfied Satisfied Neutral Very Unsatisfied Very Satisfied 31 5 94% of clients agreed their case manager was easy to contact 1 1 1 Strongly Disagree Disagree Agree Strongly Agree 32 0 5 10 15 Series 3 20 25 30 35 6 91% or clients agree their case manager helped them access services they needed (e.g., jobs, healthcare, financial support, etc.) Neutral 2 Strongly Disagree 1 Agree 6 Strongly Agree 26 Strongly Agree Agree Neutral Strongly Disagree 7 94% of clients agree their case manager listened to and treated them with respect Neutral 1 Strongly Disagree 1 Agree 1 Strongly Agree 32 Strongly Agree Agree Neutral Strongly Disagree 8 92% of clients report case management has helped them become more self-sufficient and stable Neutral 2 Strongly Disagree 1 Agree 9 Strongly Agree 23 Strongly Agree Agree Neutral Strongly Disagree 9 Open Feedback Questions : Responses 10 What additional services or resources would be helpful? ▪ Connect with job entities and advocate on the part ▪ More gift cards of the clients ▪ Rent and light bill help ▪ A little longer timeframe than 3 months - I think that I was still trying to crawl out of a hole and get things done ▪ Gas cards/bus cards, assistance with phone bills ▪ Affordable Housing services, job training, continuing education, mentorships ▪ Rent assistance ▪ Transportation services beyond bus for the 1st full month of employment - bus does not run in my area during my shift ▪ A transition program for people no longer able to ▪ Pantry hours past 5:30pm ▪ Employment services would be helpful for me - I am currently employed; however, the salary and job is not aligned with my professional goals ▪ Better access to financial services ▪ Instead of many emails and lists of links like housing, actually help me contact and apply to them. ▪ Send appropriate job leads, not ones that were inappropriate like warehouse jobs. ▪ Not just other resources after case management for rent assistance and other case management, but actual referrals participate ▪ 2 N/A responses & 12 no response 11 What would you change to improve the Case Management Program? ▪ Give the case worker more benefits for the clients ▪ A referral program to the housing authority programs - I have a disability, and sometimes keeping a job is difficult ▪ Additional resources for pets and emotional support animals ▪ More in-depth action plans for individuals based on their specific circumstances ▪ Communication ▪ Extend more information on how to get laundry assistance ▪ Update current housing assistance program referrals ▪ Too much weight is given to getting a job, and graduating, not enough listening to and concern about medical issues that make getting and keeping a job very difficult to do ▪ More understanding and compassion for the facts that market conditions, competition, and other conditions (AI, ageism, transportation, lifting limitations, etc.) make getting and then doing a job very hard ▪ Focus more on physical and mental health and stress reduction. While free access to two gift cards was nice, more of those for food specifically and other discounts would be helpful. Maybe partner with other groups like acupuncture and massage clinics, for example ▪ Lists of housing programs that have long wait lists are really ▪ More incentives to become self-sufficient frustrating and disempowering ▪ Extend the term of the program, based on client needs, - ▪ 5 - No changes recommended to help the client connect to the services, which can help them become more sufficient in their overall life and less likely to need services in the future ▪ 4 - N/A responses & 12 - no response 12 Is there anything else you want to share about your experience? ▪ My Social Worker was so very helpful and thorough in making sure I knew about all ▪ the available resources in this space ▪ ▪ Very grateful for this program and my case manager. She was very attentive and informative I'm just blessed to have my Social Worker in my life ▪ My Social Worker is MAGNIFICENT, a true gem. I felt heard, respected, and treated with dignity. All the help and community resources she's provided me gave me less to worry about and allowed me to concentrate on finding work. She also gave me emotional support when I wasn't getting interviews ▪ ▪ ▪ I experienced amazing supportive engagement with my Social Worker. I felt very supported while transitioning from Sober living into my own apartment and new employment Just very satisfied with the service I am just very blessed, and humbled by the programs and outreach that is there when you need it; it has been nothing but positive ▪ My case manager was amazing and SUPER helpful with the limited resources available ▪ My case manager was very supportive and accessible. He also kept me encouraged ▪ My Social Worker is an angel!! She listened to my rants and I didn't feel judged. Every question I had was answered in a timely manner and I truly appreciate her and the work she does. It takes a special kind of dedication to commit yourself to helping others. I admire her hard work. Thank you for helping me land a great job that can potentially turn out to be a career path! I thank my social worker for all of his help and support during my difficult times. He has been very supportive, responsive and respectful throughout the entire process. I am grateful for his assistance and would recommend him as a case manager ▪ My Social Worker was sweet and amazing with helping me throughout the process. She saves me so much and helped me where needed ▪ My case manager was amazing, and I would recommend him 1 million times over ▪ My Social Worker quickly found me resources for rent assistance, extra food, a training program that corresponded with my interests, and dental services! She was so very supportive ▪ My case manager goes above and beyond to help provide quality service ▪ My case manager was extremely honest with me, and I'm grateful for it. Thank you ▪ My Social Worker is amazing. Very helpful ▪ My Social Worker has been a great benefit to me as I have navigated unemployment on more than one occasion. I received gift cards to allow me to purchase items not covered on SNAP and rental assistance, which decreased my stress and anxiety tremendously because I did not have to worry about a place to live on top of how to navigate my current bills while looking for a new employer. ▪ My case manger is a wonderful human being who did not judge, overstep or condescend, he just listened. Sometimes when overly stressed you just need someone from an objective perspective to put it in line and make sense of it for you. ▪ I am so grateful for the services of Austin Public Health, and especially my case manager ▪ . 13 Thank You 14