Satisfaction Survey And Outcomes

 

Satisfaction Survey and Outcomes

2018 Satisfaction Survey Results

Each year 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 fiscal year of 2018 placed Allied’s satisfaction level at a weighted average of seventy six point forty nine  (76.49%). The chart below includes the ratings from satisfaction surveys distributed to our fiscal intermediary customers and community partners for FY 2018.   Areas shaded in grey are not scheduled in that time period. Click here for prior year’s results 

FY 2018 Survey Results

     

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

     
         

 

 

 

 

 

Survey Type

FY 2018

Total Response to overall

Total rated Excellent/Good

 
 

Program Directors/Resource Managers

N/A

N/A

N/A

 

 

 

 

 

 

Employer Enrollment & Training

99.26%

137

134

 

 

 

 

 

 

6-Month Program Evaluations (DSS, DDS)

83.00%

69

57

 

 

 

 

 

 

Providers (All Programs)

58.64%

798

468

 

 

 

 

 

 

CHC/ABI Agency Audit

100.00%

62

62

 

 

 

 

 

 

CHC Consumer Billing

84.43%

335

282

 

 

 

 

 

 

CT DSS

 

 

 

 

ABI Informational Sessions

98.78%

353

353

 

 

 

 

 

 

CT Employers (ABI, CHCPE, PCA, ABI II, CFC)

79.81%

208

166

 

 

 

 

 

 

MFP Employers (ABI, CHCPE, PCA, ABI II, CFC, DDS)

92.86%

14

13

 

 

 

 

 

 

Transitional Coordinators/Specialized Case Managers

55.55%

9

5

 

 

 

 

 

 

Case Managers/Counselors

50.00%

72

36

 

 

 

 

 

 

CT DDS

 

 

 

 

DDS Employers

72.60%

73

53

 

 

 

 

 

 

Alabama

 

 

 

 

AL Employers

100.00%

6

6

 

 

 

 

 

 

Weighted Average/Total Responses

76.49%

            2,136

            1,635

 
 

 

 

 

 

 

 

 

 

 

Functional Area

FY 2018

 

   
     

Payroll & Payment Processing

87.80%

     

 

 

     

Application Processing

54.31%

     

 

 

     

Customer Service

72.83%

     

 

 

     

Employer Training

97.62%

     

 

 

     

Provider Training

98.78%

     

 

 

     

Communications

81.47%

     

 

 

     

Weighted Average

81.28%

     
           

 

Goals and Outcomes

We appreciate the many comments and suggestions that we receive each year 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.

Allied Community Resources has incorporated a number of changes since the last results were report in July 2017. As was announced last July, we have now completed the change to an annual distribution of surveys. This change is also seen in the results chart above which now shows the annual survey results.

Also as mentioned, robocalls for timesheet issues and payments have been in place for a few months now and are very popular with both employers and employees.. Once robocalls become fully automated sometime in later in calendar 2018, they should be able to be made as individual timesheets are entered or payment processed and not wait until the entire payroll is processed. This will speed up notification of time sheet problems and the issuing of payments.

Allied, in conjunction with the PCA Workforce Council, started a program to encourage people to sign up for Direct Deposit or a paycard. When enough people signup for one of these ways to receive their pay, Allied will be able to move to a weekly payroll system. So please remember to encourage your employees to sign up for Direct Depoit of Paycard.

A third upcoming change will be the move to using Electronic visit verification to capture employee work hours. There will be a pilot ( small group of initial users to test the system) and once everything is confirmed as functional the remainder of participants and their employees will be moved onto EVV in batches.

Lastly we anticipate the change to weekly payroll at some point later this year or early next year.

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!