Satisfaction Survey And Outcomes

 

2016 Satisfaction Survey Results

Each quarter Allied Community Resources solicits input from consumers, customers, families, Waiver Program providers, provider agencies, and funding sources in a variety of ways including telephone conversations and surveys, emailed and mailed surveys.

Satisfaction with Services –

Results for the most recent quarter place Allied’s satisfaction level at a weighted average of ninety-three point six   percent (93.6%).  The current year to date weighted average for all surveys completed is ninety-two point seventy-six percent (92.76%). The chart below includes the quarterly ratings from satisfaction surveys distributed to our fiscal intermediary customers and community partners thus far in 2016.  Areas shaded in grey are not scheduled in that time period. Click here for prior year’s results.  


2016  Survey Results


Percent of Responses Rating Allied's service as Excellent or Good

           

Survey Type


Jan, Feb, Mar


Apr, May, June


July, Aug, Sept


Oct, Nov, Dec


Weighted YTD


 

Program Directors/Resource Managers

 

 

50.00%

0.00%

33.33%

 

 

 

 

 

 

Employer Enrollment & Training

100.00%

95.92%

96.18%

96.00%

97.01%

6-Month Program Evaluations (DSS, DDS)

100.00%

 

100.00%

100.00%

100.00%

6-Month Program Evaluations (BRS)

100.00%

 

 

 

100.00%

Providers (All Programs)

96.97%

 

 

 

96.97%

CHC Agency Audit

100.00%

100.00%

100.00%

100.00%

100.00%

CHC Consumer Billing

 

 

 

86.49%

86.49%

 

 

 

 

 

 

CT DSS

 

 

 

 

 

     ABI Informational Sessions

92.40%

92.46%

92.47%

92.73%

92.52%

     ABI Employers

96.00%

 

 

 

96.00%

     CHCPE Employers

100.00%

94.44%

100.00%

80.00%

94.33%

     PCA Employers

94.87%

96.55%

90.00%

78.79%

90.68%

     BRS Job Seekers

 

100.00%

 

 

100.00%

     MFP Employers

100.00%

100.00%

100.00%

100.00%

100.00%

     MFP Transitional Coordinators

77.70%

 

 

 

77.70%

     DSS Social Workers

71.40%

 

 

 

71.40%

     BRS Counselors

 

100.00%

 

 

100.00%

     ACU-ACA Care Managers

69.20%

 

 

 

69.20%

 

 

 

 

 

 

 CT DDS

 

 

 

 

 

     DDS Employers

 

100.00%

100.00%

100.00%

100.00%

     DDS Case Managers

 

91.67%

88.00%

94.10%

91.02%

 

 

 

 

 

 

Alabama

 

 

 

 

 

    AL  PC Employers

 

 

100.00%

 

100.00%

    AL DD Employers

 

 

88.89%

 

88.89%

    SAIL Employers

 

 

100.00%

 

100.00%

    APC Counselors

 

 

100.00%

 

100.00%

    ADD Counselors

 

 

100.00%

 

100.00%

    ALH Employers

 

 

100.00%

 

100.00%

    SAIL Counselors

 

 

100.00%

 

100.00%

Weighted Average

92.14%

93.90%

94.79%

88.82%

91.71%

           

Functional Area

Jan, Feb, Mar

Apr, May, June

July, Aug, Sept

Oct, Nov, Dec

Weighted YTD

Average

Payroll & Payment Processing

91.96%

93.72%

93.82%

84.13%

91.81%

Application Processing

85.30%

80.19%

86.57%

85.88%

84.82%

Customer Service

93.10%

87.72%

94.57%

86.42%

89.44%

Employer Training

99.75%

98.24%

96.18%

98.95%

98.28%

Provider Training

92.40%

92.46%

92.47%

92.73%

92.52%

Goals and Outcomes

We appreciate the many comments and suggestions that we receive each quarter on returning survey forms. They are all reviewed and are used to evaluate changes or enhancements that we could implement to improve our operation and service.

We have been working on the implementation of robocalls to announce that timesheets have been received, problems with timesheets and announcing that payment has been made. Since a high number of incoming calls deal with these matters, this new capability should further reduce congestion of incoming calls. Until robocalling is fully implemented however, we expect to continue to experience very high call volumes particularly on Mondays, Tuesdays and Fridays.  We understand that it is frustrating to wait in the call queue, so if you know the name or extension of the person you wish to speak to, please select that option from the telephone menu. You can be assured that everyone here at Allied will also be glad when robocalls can help reduce the wait time for incoming callers.

Electronic Visit Verification for collecting information currently collected by timesheet is scheduled to start this year. We are currently in the process of starting up our portion the EVV system.  We will begin implantation with a small group of employers and their employees to test the system and make sure all system bugs are worked out. When everything is functioning properly, the group will then be expanded. Watch for more details in upcoming months. 

As always, we sincerely appreciate your patience as we move through all these challenges and changes and please remember that you can call with suggestions or ideas anytime during the year, not just when a survey is sent to you!