Satisfaction Survey And Outcomes

 2017 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 second quarter of 2017 place Allied’s satisfaction level at a weighted average of  ninety three point forty four percent  (93.44% ) and a year to date weighted average of ninety one point fifty three  percent (91.53%). The chart below includes the quarterly ratings from satisfaction surveys distributed to our fiscal intermediary customers and community partners in 2017.   Areas shaded in grey are not scheduled in that time period. Click here for prior year’s results  


2017  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


Average


Program Directors/Resource Managers

         

Employer Enrollment & Training


97.87%


99.20%

   

98.52%


6-Month Program Evaluations (DSS, DDS)


100.00%


100.00%

   

100.00%


6-Month Program Evaluations (BRS)

         

Providers (All Programs)


93.63%

     

93.63%


CHC Agency Audit


100.00%


100.00%

   

100.00%


CHC Consumer Billing

         
           

CT DSS

         

     ABI Informational Sessions


92.40%


96.20%

   

94.25%


     ABI Employers


75.00%

     

75.00%


     CHCPE Employers


81.82%


86.67%

   

84.45%


     PCA Employers


80.00%


80.65%

   

80.33%


     BRS Job Seekers

 

100.00%

   

100.00%


     MFP Employers


100.00%


50.00%

   

66.67%


     MFP Transitional Coordinators


72.70%

     

72.70%


     DSS Social Workers


100.00%

     

100.00%


     BRS Counselors

 

100.00%

   

100.00%


     ACU-ACA Care Managers


37.50%

     

37.50%

           

 CT DDS

         

     DDS Employers

 

71.43%

   

71.43%


     DDS Case Managers

 

79.20%

   

79.20%

           

Alabama

         

    AL  PC Employers

         

    AL DD Employers

         

    SAIL Employers

         

    APC Counselors

         

    ADD Counselors

         

    ALH Employers

         

    SAIL Counselors

         

Weighted Average


89.86%


93.44%

   

91.53%

           

Functional Area


Jan, Feb, Mar


Apr, May, June


July, Aug, Sept


Oct, Nov, Dec


Weighted YTD


Average


Payroll & Payment Processing


87.01%


88.10%

   

87.20%


Application Processing


72.12%


78.63%

   

76.63%


Customer Service


87.22%


83.16%

   

85.65%


Employer Training


96.63%


99.20%

   

97.89%


Provider Training


92.40%


96.20%

   

94.25%

 

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.

Robocalls for timesheet issues and payments have been in place for a few months now and are very popular with both employers and employees. While we continue to experience a few minor issues with them, overall the start of payroll robocalls has generally gone reasonably well. Once robocalls become fully automated, they should be able to be made as individual timesheets are entered or payment processed and not wait until the entire group of activity is completed. This will speed up notification of time sheet problems and the issuing of payments.

The Pilot for Electronic Visit Verification is due to start shortly after Labor Day with ten employers and their employees involved in testing the new system. This will virtually eliminate the use of paper timesheets, and will change the processors work from data entry to data verification and correction and the generation of the payments. Allied has lot of questions and we are sure that there will be questions from employers and employees too, but a more advanced system of time entry will be worth the effort in the long term.

Also in the works is a major change to the scheduling of Satisfaction survey distribution. You will continue to receive a survey each year but it may be at a different me of the year than you have historically received them. The change is scheduling is needed to increase efficient use of time in collecting and processing survey results.

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!